Energy switch guarantee explained

The Energy Switch Guarantee protects you when changing energy suppliers in Great Britain, ensuring a smooth and reliable process. It sets clear standards for energy companies, giving you peace of mind that your switch will be completed without complications, delays, or interruption to your supply.

Understanding how the Energy Switch Guarantee works is key to a confident switch. Fuse Energy simplifies the entire process, offering clear pricing and dedicated support to make your energy journey straightforward. Click here to switch to Fuse Energy today.

What is the energy switch guarantee?

The Energy Switch Guarantee is a voluntary agreement signed by energy suppliers in Great Britain, designed to make switching straightforward and secure. It aims to build consumer confidence in the competitive energy market, encouraging households to seek better deals without fear of issues.

A commitment to a smooth switch

This guarantee ensures that switching energy suppliers is a smooth process, completed within up to 5 working days from the point you apply to switch to your new supplier. It covers the entire process, from application to the transfer of your energy supply, and includes provisions for data transfer and complaint handling.

Who is covered by the guarantee?

The guarantee covers domestic electricity and gas supplies for households across Great Britain. All energy suppliers who have signed up to the guarantee must adhere to its terms, providing a consistent level of protection for consumers.

The role of Ofgem

Ofgem, the energy regulator for Great Britain, oversees the Energy Switch Guarantee. Its role is to ensure that participating suppliers meet their obligations under the guarantee, complementing existing consumer protection regulations in the energy market.

Key benefits for consumers

The Energy Switch Guarantee provides several key benefits, addressing common anxieties associated with changing energy providers.

The 5 working day switching process

One of the core benefits is the commitment to completing your switch within up to 5 working days. This means that from the moment you agree to switch, your new supplier must ensure your energy supply is transferred within this timeframe. This clear deadline helps manage expectations and provides a benchmark for a timely transition.

No interruption to your supply

A significant reassurance for consumers is that the guarantee prevents any interruption to your energy supply during a switch. Your electricity and gas will continue to flow without disruption, as your old supplier remains responsible until your new supplier takes over.

Handling outstanding balances

The guarantee also clarifies how outstanding debts with a previous supplier are handled. For prepayment meter customers, the Debt Assignment Protocol (DAP) allows switching with debt up to £500 per fuel, though the new supplier is not obliged to accept it. For credit meter customers, outstanding debt can lead to an objection to the switch.

What happens if your switch goes wrong?

While the Energy Switch Guarantee aims for a seamless process, issues can occasionally arise. Knowing your rights and the steps to take can help resolve problems quickly.

Common issues and how to resolve them

If you experience issues such as delays beyond 5 working days, incorrect billing, or problems with your meter during a switch, your first step should be to contact your new energy supplier immediately. They are responsible for addressing any problems related to the switch. Keep a record of all communications, including dates, times, and names of people you speak to.

Your rights to compensation

Under the guarantee, if your switch is delayed beyond 5 working days due to your supplier's fault, you may be entitled to £40 in compensation. Ofgem sets out specific rules for compensation, which your supplier should explain if an issue occurs.

Making a formal complaint

If your issue is not resolved to your satisfaction by your supplier, you can escalate your complaint. The process typically involves:

1. Contacting your supplier directly: Explain the problem and what resolution you expect.
2. Formal complaint: If the initial contact doesn't resolve it, follow your supplier's formal complaints procedure. They must provide you with a "deadlock letter" if they cannot resolve your complaint within eight weeks, or if you request one.
3. Energy ombudsman: If your complaint remains unresolved after eight weeks, or you receive a deadlock letter, you can take your case to the Energy Ombudsman. This is an independent body that can investigate your complaint and make a binding decision.

Choosing a supplier with confidence

The Energy Switch Guarantee empowers you to choose a new energy supplier with greater confidence, knowing there's a safety net in place.

Verifying a supplier's commitment

Before switching, always verify that your chosen new energy supplier is a signatory to the Energy Switch Guarantee. Most reputable suppliers in Great Britain participate, but a quick check on their website or with Ofgem can confirm their commitment.

Beyond the guarantee: what to look for

While the guarantee provides a baseline for a smooth switch, consider what a supplier offers beyond these minimum standards. Look for clear communication, transparent pricing, and responsive customer support. Many households are also exploring options like air source heat pump grants or understanding the running costs of air source heat pumps to further optimise their home energy. These factors can significantly enhance your overall experience once the switch is complete.

How Fuse Energy elevates your switching experience

Fuse Energy builds on the foundational promise of the Energy Switch Guarantee, transforming it into a truly hassle-free experience. We understand that while the guarantee provides security, a truly superior energy experience comes from going beyond the baseline.

Digital transparency and control

Fuse's digital-first platform aims to provide visibility into your switching process. This transparency reduces anxiety, allowing you to focus on having "power to play with" rather than worrying about the switch itself.

24/7 human support for peace of mind

Should any issue arise during your guaranteed switch, Fuse's 24/7 human customer support ensures immediate assistance. This goes beyond the basic guarantee by providing a dedicated team ready to help, offering true peace of mind that you're never alone if a problem occurs.

A power play for hassle-free energy

Fuse integrates the Energy Switch Guarantee as a foundational element of its commitment to a superior energy experience. We see it not just as a regulatory requirement, but as the starting point for delivering energy abundance. Choosing Fuse is a power play, shifting the balance of power into your hands by combining guaranteed reliability with digital tools and always-on human support.

Managing your energy bills should be clear and easy to understand. Fuse Energy focuses on straightforward pricing, so you can see exactly what you're paying without unnecessary complexity. Our 24/7 human support team is always on hand with fast response times whenever you need help. Click here to switch to Fuse Energy today. Find out about our mission by clicking here.