If the closing read that your new supplier has given us is wrong and you would like this to be changed, you will need to follow the Disputed Read process.
Sometimes the read we’ve been given to close your account with isn’t a true reflection of your actual energy usage. If you disagree with the final reading we've used for you, we can (in most cases) get this changed for you.
The most common reason why we may not be able to change your closing read is because your actual reading is too close to the reading we are already using. This is because the suggested reading could reasonably have been taken on or around the day of your switch.
In order to begin the process of disputing your closing read we will need a photo of your meter, once we've received this we'll let you know the next steps. Please send any photos to email@example.com along with the name on your account and account number.
The industry process in place to resolve this is lengthy and can take up 8 weeks for gas and 14 weeks for electricity. Until a read has been agreed with your new supplier we cannot generate an accurate final bill for you and will be unable to settle your account balance.