Understanding an Unauthorised Energy Supplier Switch
When your energy supplier is changed without your knowledge or agreement, this is known as an unauthorised switch. In simple terms, it means your gas or electricity account has been moved to a different supplier without your explicit consent. This can be unsettling and may leave you worried about your bills, service, and rights as a customer.
Why do unauthorised switches happen?
There are a few common reasons why an unauthorised switch might occur:
Administrative mistakes: Sometimes, suppliers make clerical errors, such as mixing up customer details, leading to an accidental switch.
Mis-selling or scams: Unscrupulous salespeople may switch your supply without permission, sometimes using forged signatures or misleading information.
Incorrect information: If someone provides your address or meter details during a switch (even by mistake), your supply could be moved.
Regardless of how it happens, you have the right to challenge an unauthorised switch and return to your chosen supplier.
How could this affect you?
An unauthorised switch can have several impacts:
Unexpected bills: You may receive invoices from a new supplier, sometimes at higher rates or with terms you didn’t agree to.
Disrupted service: Although your energy supply shouldn’t be interrupted, you could face confusion over who is responsible for your account.
Loss of deals or credit: Any discounts, fixed tariffs, or credit balances with your original supplier may be affected.
It’s important to act quickly if you suspect something is wrong. The sooner you address the issue, the easier it is to resolve and limit any potential financial loss or confusion.
What should you do next?
If you notice changes to your bill, receive unexpected correspondence from a new supplier, or suspect your energy account has been switched without your permission, you should check who’s taken over your energy supply as a first step. This can help you confirm whether an unauthorised switch has taken place.
Under Ofgem’s rules, energy suppliers must not switch your account without your explicit consent. If a switch happens without your agreement, you have the right to be returned to your original supplier and for your account to be corrected – usually at no cost to you.
For more information about related issues and how to protect yourself from further problems, see our guide to problems with your energy supply or supplier. This provides broader advice on resolving disputes, understanding your rights, and ensuring your energy service remains fair and reliable.
How to Confirm if Your Energy Supplier Has Changed Without Your Agreement
If you suspect your energy supplier has been changed without your agreement, it’s important to act quickly. An unauthorised switch – sometimes called “erroneous transfer” – can happen by mistake or as a result of fraud. Here’s how you can confirm whether your supplier has changed, and what signs to look out for.
1. Check Your Recent Energy Bills
Start by reviewing your most recent gas and electricity bills. Look for the following:
Supplier name: Has the company name changed from your usual supplier?
Account number: Is there a new or unfamiliar account number?
Contact details: Are the contact details or payment instructions different from before?
If you receive a bill from a supplier you don’t recognise, or a final bill from your current supplier without having requested a switch, this could indicate your supply has been transferred.
2. Contact Your Current Supplier
If you’re unsure, contact your existing supplier directly using the customer service number on your last bill. Ask them to confirm:
Whether you are still registered as their customer.
If there has been a request to switch your supply.
The status of your current contract.
Suppliers are required by Ofgem (the energy regulator) to notify you before any switch takes place. If you haven’t received any communication about a change, this could be a sign of an unauthorised switch.
3. Use Official Tools to Confirm Your Supplier
If you’re unable to confirm your supplier through your bills or direct contact, you can use official services to check who’s taken over your energy supply. This step is especially useful if you have just moved into a new property or have not received recent correspondence.
4. Recognise the Signs of an Unauthorised Switch
Common signs that your energy supplier has changed without your agreement include:
Receiving unexpected bills or welcome packs from a new supplier.
Your direct debit payments stop or change unexpectedly.
Letters or emails from a supplier you haven’t signed up with.
Your original supplier informs you that your account is being closed or transferred.
If you notice any of these signs, it’s important to act quickly to prevent further issues, such as loss of supply or incorrect billing.
5. Legal Protections and Next Steps
Under Ofgem’s rules, energy suppliers must not switch your supply without your explicit consent. If you believe an unauthorised switch has occurred, you have the right to challenge it and be returned to your original supplier. Suppliers are required to resolve erroneous transfers promptly and ensure you are not financially disadvantaged.
If you confirm that your energy supplier has changed without your agreement, make sure to keep copies of all correspondence and bills. This will help you if you need to raise a complaint or seek compensation for any losses.
By following these steps, you can quickly confirm whether your energy supplier has changed without your permission and take the right action to protect your energy supply.
Your Rights When Your Energy Supplier Switches Without Your Consent
When your energy supplier is switched without your consent – sometimes called an “erroneous transfer” – you are protected by UK law and energy regulations. Understanding your rights is essential to resolving the issue quickly and ensuring you are not unfairly treated.
Legal Protections Against Unauthorised Switches
UK energy regulations make it clear that your energy supplier cannot switch your account to another company without your explicit permission. This protection is set out in the Energy Act 2013, Section 43, which requires suppliers to obtain clear consent before transferring your supply. These rules are enforced by Ofgem, the energy regulator, to prevent unauthorised or fraudulent activity.
Your Right to Dispute and Reverse an Unauthorised Switch
If you discover your energy account has been switched without your agreement, you have the right to challenge the switch. Contact your current supplier immediately and explain the situation. By law, your supplier must investigate and, if the switch was indeed unauthorised, arrange for your account to be returned to your previous supplier as soon as possible. You are entitled to stay on the same tariff and terms you had before the switch.
You may also be eligible for compensation. Ofgem requires suppliers to pay automatic compensation if they make mistakes or cause delays when switching your supply. Find out more about how this works and what you could receive by visiting Ofgem.
Protection Against Unfair Billing and Disconnection
During an unauthorised switch, you should not be billed for energy you did not use or charged by the incorrect supplier. Your original supplier is responsible for ensuring your account is corrected and that you are not financially disadvantaged. You cannot be disconnected or threatened with disconnection because of a switch you did not authorise. If you are facing such a threat, read more about your protections if you’ve been told your energy supply will be disconnected.
What to Expect from Your Energy Supplier
Your supplier must act quickly and fairly to resolve any issues caused by an unauthorised switch. This includes:
Investigating your complaint and providing a clear explanation.
Reversing the switch and returning you to your original supplier and tariff.
Correcting any billing errors and refunding any overpayments.
Paying compensation if required by Ofgem’s rules.
You should not have to chase multiple companies – your supplier is responsible for managing the process and keeping you informed.
Further Support and Your Rights
For more details on your legal rights, how to handle energy bills, and ways to protect yourself from scams or fraudulent switches, see our guide on how to know your rights about energy bills and avoid fraud.
Remember, UK law is on your side. If your energy supplier has switched without your consent, you are entitled to have the mistake put right, to be protected from unfair charges or disconnection, and to receive compensation if the process causes you inconvenience or financial loss.
Steps to Challenge and Resolve an Unauthorised Energy Supplier Switch
If your energy supplier has been switched without your permission, it’s important to act quickly to protect your rights and ensure your energy supply is correct. Here are the main steps you should follow to challenge and resolve an unauthorised switch:
1. Contact Your Current and Previous Energy Suppliers
Start by getting in touch with both your current supplier (the one you were switched to) and your previous supplier (the one you were with before the switch). Explain that you did not authorise the change and ask them to investigate. Provide as much detail as possible, such as your account number, the date you noticed the change, and any correspondence you’ve received.
When raising the issue, it’s helpful to follow a clear process. You can find practical advice on how to do this by reading about complaining to your energy supplier about a problem. This guide includes tips on what information to include and how to escalate your complaint if needed.
2. Escalate Your Complaint if Necessary
If your supplier does not resolve the issue within eight weeks, or if you are not satisfied with their response, you have the right to take your complaint further. The independent Energy Ombudsman can review your case and require the supplier to put things right. This may include switching you back to your original supplier, correcting your account, or providing compensation.
Before contacting the Ombudsman, make sure you have given your supplier a reasonable chance to fix the problem. You can find out more about when and how to escalate your complaint by visiting the Energy Ombudsman’s guidance.
3. Cancel Any Breached Contracts
An unauthorised switch may mean that a new contract was set up without your consent. If this has happened, you have the right to cancel the contract. To do this formally, you can use a letter to cancel a contract that’s been breached. This template can help you clearly state your case and ensure your cancellation request is properly documented.
4. Keep Records and Gather Evidence
Throughout the process, keep detailed records of all communications with your suppliers. Save copies of emails, letters, and notes from phone calls, including dates, names of people you spoke to, and what was discussed. Also, keep any bills, statements, or documents that show your account history. This evidence will be valuable if you need to escalate your complaint or involve the Energy Ombudsman.
By following these steps, you can take control of the situation and work towards a fair resolution. Remember, energy suppliers are regulated by Ofgem and must follow rules designed to protect consumers from unauthorised switches. Acting promptly and keeping clear records will help you enforce your rights and prevent further issues.
Protecting Yourself from Further Issues After an Unauthorised Switch
After experiencing an unauthorised switch of your energy supplier, it’s important to take steps to protect yourself from further problems. Here’s how you can stay in control and reduce the risk of future issues:
Regularly Check Your Energy Bills and Usage
Carefully review your energy bills each month to spot any irregularities, such as unexpected charges, changes in tariff, or discrepancies in your usage. Compare your bills to previous months and your actual meter readings. If anything looks unusual, contact your supplier straight away to clarify and resolve the issue.
Know What Happens If Your Supplier Goes Bust
If your energy supplier goes out of business after an unauthorised switch, don’t panic – you’re still protected. Ofgem, the energy regulator, will appoint a new supplier for you, and your supply won’t be interrupted. You can find out more about your rights and what to expect if your energy supplier has gone bust.
Manage Your Energy Use and Bills
Taking control of your energy usage can help you avoid unexpected costs and make it easier to spot problems early. Simple steps like submitting regular meter readings, using energy-efficient appliances, and understanding your tariff can make a big difference. For more practical advice, see our energy management tips.
If You Use a Prepayment Meter
If you’re on a prepayment meter and have trouble topping up or accessing your meter after an unauthorised switch, you have specific rights. Suppliers must ensure you can top up easily and don’t lose access to your energy. If you’re facing difficulties, read more about problems getting to or topping up your prepayment meter and what steps to take.
Tenants: Know Your Rights About Energy Charges
If you rent your home, your landlord may manage your energy supply or include charges in your rent. There are rules about what your landlord can charge for energy, so it’s important to understand your rights and ensure you’re not being overcharged after a supplier switch.
By staying vigilant and knowing your rights, you can reduce the risk of further issues and make sure you’re treated fairly by your energy supplier. If you’re unsure about anything, don’t hesitate to seek advice or contact your supplier for clarification.
Additional Support and Related Issues to Consider
If your energy supplier has been switched without your permission, you might face a range of additional challenges. Understanding your rights and knowing where to find support can help you resolve issues quickly and avoid further problems.
Discrimination by Energy Suppliers
Energy suppliers must treat all customers fairly and without discrimination. If you believe you have been treated unfairly because of your age, disability, race, religion, or any other protected characteristic – particularly in connection with an unauthorised switch – you have the right to challenge this. Learn how to fight discrimination by energy suppliers, including steps you can take and where to get further help.
Power Cuts and Service Interruptions
An unauthorised switch can sometimes lead to power cuts or interruptions in your energy supply. If you experience a loss of power after your supplier was changed without your agreement, contact your new supplier immediately to report the issue. You may also be entitled to compensation if the interruption was their fault or if they failed to provide the required notice. For more details about your rights, see how you can get compensation if you have a power cut.
Preparing for Power Cuts
Unexpected power cuts can be disruptive, especially if you rely on electricity for medical equipment or work from home. It’s wise to be prepared in case of a service interruption following an unauthorised switch. Check out these power cuts – preparation and tips to make sure you and your household are ready for any outages.
If Your Home Is on a Heat Network
If your property is supplied by a communal or district heating system (known as a heat network), the process and regulations around switching are different from standard gas or electricity supplies. Your rights and responsibilities are set out in the Heat Networks (Metering and Billing) Regulations 2014](https://www.legislation.gov.uk/uksi/2014/3120). For practical guidance on what to do if you’re affected by an unauthorised switch or have concerns about your heating supply, see our advice for [if your home is on a heat network.
Business Energy Customers
If you run a business, an unauthorised switch can have serious consequences, such as loss of productivity or unexpected costs. Business customers have some different rights and responsibilities compared to domestic users. If your business energy supply has been switched without your consent, it’s important to act quickly to minimise disruption. For tailored advice, read our guide to dealing with your business energy bills.
By understanding your rights and the specific steps to take, you can resolve problems caused by an unauthorised energy switch and protect yourself from further issues in the future. If you need more detailed support, explore the linked resources above for practical help and up-to-date legal guidance.
