Your guide to the Energy Switch Guarantee.
Taking the plunge and switching energy suppliers can feel a little daunting but it needn’t. There’s a guarantee in place to make the whole process simple, speedy, and safe. This is all thanks to the Energy Switch Guarantee (ESG).
Read on to learn all about this beneficial initiative, designed to give customers, like you, support and peace of mind.
What is the Energy Switch Guarantee?
Put simply, the Energy Switch Guarantee is a set of promises made by energy suppliers to their customers. It’s important to note that it’s a voluntary initiative created by Energy UK, the trade body for the UK energy industry.
The main purpose of the ESG is to make switching energy providers a smooth, safe and straightforward experience with plenty of steps in place to protect customers.
We’re proud to be involved in the initiative, and along with other suppliers, we pledge to follow a clear and consistent process to make your switching experience a happy one.
However, before making your decision to switch, you should always compare energy prices and suppliers to ensure you get the best deal.
How the ESG could benefit you: The 10 commitments.
Switching energy suppliers is made easier thanks to the 10 commitments. Suppliers who've signed up to the ESG are committed to a quick and secure process. Let’s take a look at how these 10 protective steps could benefit you.
No energy service interruptions.
All energy providers use the same wires and pipes, so there’s no need to change any of the equipment. This means that your electricity and/or gas supply doesn’t need to be shut down during the switch.
Free switching process.
Don’t worry, switching your energy is free of charge. However, you may have to pay an exit fee to your current supplier, but it depends on your tariff.
Switch to a new tariff within five working days.
The switching process used to take a lengthy 21 days! Luckily, it now takes up to 5 working days – and it doesn’t affect your rights to a 14 day cooling off period.
No home visits during the switching process.
Everything is now done remotely. However, if you upgrade to a smart meter, someone will likely need to visit your home to ensure it’s properly installed.
Your new supplier deals with your old supplier.
Leave contacting your old supplier to your new supplier. They’ll coordinate with your old company to arrange the switchover date and keep you in the loop.
Your new supplier sends your new details quickly.
This gives you enough time to check the deal during the "cooling off" period and ensure it’s what you want. You can change your mind without penalty within 14 days.
You won’t be charged twice for your energy use.
Your old and new supplier communicate about your switchover date to ensure there’s no overlap in the billing periods. This means you won’t be charged twice for your energy use.
Your new energy supplier takes care of any issues.
If any issues come up during the switchover, your new supplier will investigate and resolve it.
Receive your final bill within six weeks.
Whether you provide a meter reading or not, you’ll receive your final bill within six weeks. However, for ease, aim to provide a reading if you can.
Refunds within 14 days of your final bill date.
If you’re in credit when you switch, your old supplier will refund you within two weeks of your final billing date.
Ready to switch things up? Find more handy tips on how to change energy suppliers.
Get compensation through the Energy Switch Guarantee.
If an energy switch doesn’t go to plan, you could be entitled to an automatic compensation payment. According to Ofgem, you could receive £40 or more from either energy supplier for mistakes or delays.
Switching delays.
Switching your energy supply from your old to your new supplier must happen within 5 working days. If there’s a delay, you’ll receive £40 from your new supplier, paid automatically into your bank or energy account.
You’re switched by mistake.
Let your old supplier know and you could receive £40 compensation from your new supplier within 10 working days. They’ll also have 21 working days to switch you back. The official name for this is ‘erroneous transfer’, and suppliers must follow as part of their energy licence. You’ll either get a cheque or payment into your bank account.
Your supplier fails to pay in time.
If the supplier fails to pay your compensation within 10 working days, they may have to pay you an extra £40. This is part of the ‘Supplier Guaranteed Standard of Performance’, which ensures suppliers put things right and pay the costs.
Other times you could be compensated.
There are other circumstances when you could be owed additional compensation, including:
If your supplier takes more than 20 working days to reply to you after telling them about the switching mistake.
If your old and new suppliers take more than 20 working days to agree whether your switch was correct (you’ll receive £40 from each company).
If your old supplier takes more than 21 working days to re-register your supply once they’re aware of the mistake.
Proud to partner with the ESG.
We're proud to be a part of the Energy Switch Guarantee initiative. We want to give you a smooth and reliable switching experience, so we take the 10 ESG commitments seriously. Browse our tariffs and start your hassle free switching journey with us today. It all starts with a quote!
Your Energy Switch Guarantee FAQs.