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Compensation from Power Companies after problems with energy switch

Long story short.
Moved house in November last year and decided to stay with British gas (Provider at our previous address) rather than use Scottish Power (energy provider at new address).
I only stayed with BG ( no new contract, just changed the address) because they insisted on letting me have 12 months Homecare 2 cover (Boiler and Heating system) for 50 pence a month.
Come 22 June this year, the BG contract is up for renewal and I decide to switch to Pure Planet.
I get the final bill from BG on 28 August, which shows I have a credit of just short of £200.

I contacted BG and was told the credit would be returned to me immediately.
After 4 days, with no payment received, I complained.
Being a twat, I got my grumpy old Warrant Officer head on and did some digging.

OFGEM have introduced new compensation where a switch between energy providers does not go to plan.

As well as the compensation outlined below, according to Customers entitled to automatic compensation for switching problems from 1 May
Customers will also be entitled to a £30 payment if their previous supplier is late in refunding them their credit balance after they have switched.
Under Ofgem’s rules, suppliers must refund these credit balances within 10 working days of a final bill being issued.
Suppliers are required to pay compensation automatically to the affected customer within 10 days of the breach occurring.
If they fail to make the initial payment, they will be required to make a further payment of £30.



Compensation if there’s an energy switch problem

Most energy switches run smoothly, but if things go wrong you may be eligible for automatic compensation under our guaranteed standards.
Am I eligible?
Automatic switching compensation applies if:
  • you are switched to another supplier and have not requested the switch (sometimes called an ‘erroneous’ switch or transfer)
  • your switch does not complete within 15 working days
  • you are switched by mistake
  • a supplier is late refunding a credit balance following a final bill.
You’ll also get compensation from the supplier you are switched away from if they fail to send you a final bill within six weeks of your switch.
It does not apply:
  • to business energy customers.
  • if an energy supplier has gone out of business.
If your supplier has gone out of business, the Ofgem Safety Net works to ensure any owed credit balance is protected. As part of the safety net process we will work with the new supplier we appoint to ensure credit is refunded as quickly as possible.
How much am I entitled to?
A supplier must pay automatic compensation to affected customers as below. Further compensation may be awarded if these payments aren’t made on time.
AreaProblemAmount of compensation
Erroneous switch (does not apply to switches that happened before 1 May 2019)Suppliers fail to agree if a switch is valid or erroneous within 20 working days of you notifying either supplier£60 (£30 from each supplier)
Erroneous switch (does not apply to switches that happened before 1 May 2019)Contacted supplier fails to inform you within 20 working days to confirm the outcome of their investigation into an erroneous switch£30 by contacted supplier
Erroneous switch (does not apply to switches that happened before 1 May 2019)Suppliers fail to restore the connection to your previous supplier within 21 working days of agreement being reached on if a switch is erroneous.£30 from original supplier
Credit refund (does not apply to switches that happened before 1 May 2019)Supplier fails to refund an owed credit balance within 10 working days of sending a final bill.£30 by former supplier
Erroneous switch (does not apply to switches that happened before 1 May 2020)Switched by mistake.£30 by new supplier
Late switch (does not apply to switches that happened before 1 May 2020)Switch does not complete within 15 working days.£30 by new supplier
Late final bill (does not apply to switches that happened before 1 May 2020)Supplier fails to send a final bill within six weeks of a switch.£30 by former supplier
How will I get my compensation? Can I also make a claim?
Suppliers will automatically compensate you if they identify an issue, but you can also contact a supplier to make a claim.
Payments will be made by suppliers directly to your bank, by cheque or by issuing credit to your pay-as-you-go meter.
In some cases, the gaining supplier from an erroneous switch may contact you to confirm payment arrangements. This is normal, but always ask for further information before supplying your personal details. You can check the current supplier allocated to your property by contacting the Meter Point Administration Service. See Who is my gas or electricity provider?
How long will it take until I am refunded?
You should be refunded within 10 working days after the supplier fails to meet the guaranteed standard.
Anything else?
All suppliers must provide automatic switching compensation. Some suppliers have also signed up to the Energy Switch Guarantee, which is a voluntary industry initiative. Find out more at energyswitchguarantee.com.
If you have issues with switching compensation, follow the complaints steps below.
Further help
 

philc

LE
Interesting, I just had to pay a bill to npower, its an estimate which is wrong, the place is empty and being sold. I could not give the correct reading being 300 miles away, did explain this but they want the bill paid.

So when I do get the reading and close the account, if I dont get the money within 10 days then I am due then compensation, they are notorious late payers, I will be chasing this.
 

quilter

War Hero
See my post in "your day in 3 words" reef Npower, they came up trumps for me., after paying a neighbours bill by mistake for 20 years!!
 
Interesting, I just had to pay a bill to npower, its an estimate which is wrong, the place is empty and being sold. I could not give the correct reading being 300 miles away, did explain this but they want the bill paid.

So when I do get the reading and close the account, if I dont get the money within 10 days then I am due then compensation, they are notorious late payers, I will be chasing this.
I would suggest that you keep a note of the important dates (account closure, Etc.) and raise a complaint once they've breached the dates.
 

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