Erroneous Transfers

Switching energy suppliers is usually a pretty straightforward process. However, sometimes an energy supplier may accidentally switch the wrong energy supply instead of yours. This is what the energy industry calls an 'erroneous transfer'.

The most common reasons for an erroneous transfer are a neighbour accidentally selecting your property when trying to sign up to us, or, your meter details being incorrect on the national database.

We've switched the wrong meter

When you tell us that you'd like to switch to us, we start the process by matching your details to the address held in a central industry database (all energy suppliers do it like this) but sometimes the information isn't 100% correct - especially for flats or new builds.

This is why it is so important to always double check the information that we hold and the information that you do, such as your MPAN (for electricity), MPRN (for gas) and meter serial numbers, so we can identify any problem as soon as possible.

What to do if you think this has happened

The first thing you need to do is check that the MPAN and MPRN we have for your property (these can be found within your Welcome Pack) are the same as the MPAN / MPRN numbers shown on an energy statement from your previous supplier to make sure they match. See What are MPAN and MPRNs? at the bottom of the page for more information. If they don't, then it may well be that we are attempting to register the wrong meter by mistake. If this is the case, please get in touch with us as soon as you can so we can rectify this, the sooner we know the better.

Once notified we'll stop the registration attempt, or if we've already completed the switch, we'll give the supply back to the previous supplier. We'll also begin the registration process for the correct meter point. We will only charge you for the energy and period that we have been supplying your correct meter, so if there has been a delay in getting the correct meter on supply, we may adjust your monthly payment amount to reflect this. There may also be a delay in us producing your first statement.

Someone has switched you by accident

If you've received an email from us informing you that you're switching away from us but you didn't initiate the switch, that'll be another energy supplier attempting to take over your supply in error.

What to do if you think this has happened

Just get in touch to let us know that you didn't initiate the switch. If we know this in time we can block the switch attempt from the new supplier. However, there is only a short window where we can do this, so do let us know as soon as you can. If this the window has passed, and it's too late to stop the switch away, we will initiate a process of regaining your supply for you.

We will continue to take your monthly payment as usual but there may be a delay in producing your regular monthly statement. Once this has been resolved, you will be billed and charged as usual for the full period that we were your chosen energy supplier. You should not have to pay anything to the company that erroneously switched your supply.

We've signed up to the Erroneous Transfer Customer Charter (ETCC). This is a voluntary code of conduct ensuring that all electricity and gas suppliers promise to protect you if a switch has been initiated by mistake. You should never be out of pocket as a result of an erroneous transfer and you should continue to pay your old supplier, as normal.

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