How can we help?

I switched by mistake

Have you changed your mind about switching to us?

If you’ve decided that you no longer wish to switch to us, you can cancel your registration, as long as you’re still within your 14 day cooling-off period. If you’re outside of this period, you won’t be able to switch and you won’t be able to move away, until you’ve been on supply with us for at least 28 days.

If, after 28 days, you still wish to switch to another supplier, you can do but you may be charged an exit fee if you’ve chosen a tariff with a fixed term. To talk through your options, get in touch with us on 01926 320 700. 

Has your switch happened in error?

Occasionally, things go wrong and a supply is switched to us in error. This doesn’t happen very often, but if it does, the reason could be:

  • Incorrect details were entered on an application form
  • Incorrect details for your property on the national database (most common with new builds/flats)
  • Incorrect meter details were recorded, for example, the wrong ‘MPAN’ or ‘MPRN’.

We’d need to investigate the switch to determine exactly why this has happened and we’d have to do this before we’re able to send the supplies back to the previous supplier.

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