Erroneous transfers: your rights

An unexpected energy supplier switch can be a confusing experience, leaving you unsure about who is supplying your home and who to pay. This unwelcome event is known as an erroneous transfer, occurring when your gas or electricity supply is switched to a new provider without your explicit consent. Fortunately, there are clear steps you can take to identify, report, and resolve the issue, including securing compensation for the inconvenience caused.

If you are experiencing an erroneous transfer, understanding your energy usage can help you track any discrepancies. Fuse Energy provides clear usage data through its app, helping you stay informed about your energy consumption. Click here to learn more about switching to Fuse Energy.

What is an erroneous transfer?

Defining an erroneous transfer

An erroneous transfer (ET) happens when an energy supplier incorrectly registers your supply point to a customer's account without your knowledge or permission. This unauthorised switch can lead to incorrect billing, uncertainty about your actual supplier, and potential disruption to your energy service. Erroneous transfers are resolved through supplier-to-supplier agreement to correct responsibility and billing.

Common causes of incorrect switches

While an erroneous transfer can feel alarming, it is usually the result of an administrative mistake rather than deliberate fraud. Common reasons include:

• Administrative errors: A simple typo in an address or meter serial number during a legitimate switch for another customer.
• Incorrect meter point details: Mistakes in the national database or when selecting an address, especially for flats or new-build properties.
• Miscommunication: A supplier might mistakenly believe they have received consent to switch your supply, perhaps if you enquired about switching but did not proceed.
• Fraud: In rare cases, a property is signed up to commit fraud.

Your rights as an energy customer

When your energy supplier is switched without your consent, you are protected by UK law and energy regulations. Understanding your rights is essential to resolving the issue quickly and ensuring you are not unfairly treated.

Ofgem's role and consumer protections

Ofgem, the UK's energy regulator, sets the rules for energy suppliers, including those related to erroneous transfers and compensation. They ensure suppliers adhere to specific timelines for resolving issues and protect consumers from unauthorised activity. Under Ofgem's Guaranteed Standards of Performance, suppliers must pay compensation if they fail to meet minimum standards, including those related to erroneous transfers.

The energy switch guarantee

The Energy Switch Guarantee is a voluntary industry agreement launched by Energy UK, with support from Ofgem and Citizens Advice, that sets standards for switching energy suppliers. Its core principles are now embedded in mandatory Ofgem regulations, ensuring a consistent standard across the industry. This initiative aims to make switching reliable and stress-free, covering aspects like no interruption to supply and accurate final bills.

Step-by-step resolution process

Navigating an erroneous transfer can feel overwhelming, but following a clear process can help you resolve it effectively.

Identifying the problem

The most common indicator of an erroneous transfer is receiving unexpected bills or welcome letters from an energy supplier you did not choose. You might also receive a final bill from your current supplier when you have not requested one. If you notice any communications about a switch you did not initiate, it is crucial to act quickly. Knowing how to read your energy meter can also help you spot discrepancies in billing.

Contacting your suppliers

The first step is to contact the supplier you believe has erroneously taken your supply, or your original supplier. Report the issue immediately, providing all relevant account details, including your MPAN/MPRN and any dates of unexpected communications. It is usually quickest to call them, and you can find their details on any letters or bills they send. Let them know that you did not agree to the switch; the suppliers will then work together to cancel it if it is still in progress, or reverse it if it has already happened.

Gathering evidence and documentation

Maintaining good records is your primary defence against erroneous transfers and can significantly aid in their resolution. Keep a file, either physical or digital, of:

• All energy bills and statements.
• Correspondence from your current and any potential new suppliers.
• Dates and details of any meter readings you submit.
• Notes from any phone calls with suppliers, including dates, times, and names of people you spoke to.

Escalating your complaint

If the issue is not resolved to your satisfaction, or if eight weeks have passed since you first complained, you can escalate your complaint to the Energy Ombudsman. The Energy Ombudsman provides a free, independent service for resolving disputes between consumers and energy suppliers. They will assess your case and can mandate compensation if appropriate.

Claiming compensation for erroneous transfers

Being subjected to an erroneous transfer can cause significant inconvenience and stress. Fortunately, you are entitled to compensation for this disruption.

Understanding compensation entitlements

If your energy supply is switched by mistake, you are automatically entitled to £40 in compensation from the new supplier under Ofgem's Guaranteed Standards. This payment should be made within 10 working days of the date they agree a mistake was made. The compensation is intended to cover the inconvenience and any financial detriment caused by the unauthorised switch.

You could be entitled to an extra £40 in compensation if there are delays in the resolution process. This includes if:

• The supplier takes more than 20 working days to reply after you report the switching mistake.
• Your old and new suppliers take more than 20 working days to agree whether your switch was correct - in this scenario, both suppliers may owe you £40.
• Your old supplier takes more than 21 working days to re-register your supply once they know about the mistake.

How to claim what you're owed

In most cases, compensation payments for failure to meet Ofgem's guaranteed standards are paid automatically. If you are entitled to compensation and it is not paid within 10 working days, the supplier owes you an additional £40. If they fail to pay, you should make a formal complaint and pursue the money you are owed.

Preventing future erroneous transfers

While erroneous transfers are usually administrative errors, you can take steps to minimise the risk and quickly identify any issues.

Tips for a smooth switch

When you do choose to switch energy suppliers, ensure a smooth process by:

• Understanding the process: Familiarise yourself with the typical how to switch energy supplier timeline and what to expect.
• Providing accurate information: Double-check all personal and meter details when initiating a switch to avoid administrative errors.
• Keeping records: Maintain a file of all communications, bills, and meter readings related to your switch.

Monitoring your energy account

Regularly monitoring your energy account can help you spot any discrepancies early.

• Check bills and correspondence: Always review your energy bills and any letters from suppliers promptly.
• Use online accounts: Many suppliers offer online portals or apps where you can track your usage and account status.
• Be wary of unexpected contact: If you receive communications from an unfamiliar energy supplier, investigate it immediately.

Dealing with an erroneous transfer can feel like a loss of control, but it is a power play you can win. By understanding your rights, following the clear steps for resolution, and knowing what compensation you are owed, you can confidently navigate this situation. Fuse Energy empowers you to regain control, offering customer support as your immediate ally to help you through stressful situations like these. Switching to Fuse is quick and easy, with transparent pricing and in-app usage data to keep you informed. Click here to switch to Fuse Energy today. Find out about our mission by clicking here.