Understanding Unauthorised Transfers of Energy Accounts
Understanding Unauthorised Transfers of Energy Accounts
An unauthorised transfer of an energy account happens when your gas or electricity supply is switched to a different supplier without your explicit permission. This is sometimes called an “erroneous transfer.” It can be unsettling and may cause confusion or disruption to your service and billing.
What Causes Unauthorised Transfers?
There are several reasons why your energy account might be transferred without your consent:
Incorrect information: Sometimes, a supplier may mistakenly use the wrong address or meter details, resulting in your account being switched by accident.
Mis-selling or fraud: In rare cases, someone may deliberately sign you up to a new supplier without your knowledge, sometimes as a result of doorstep selling or telephone scams.
Administrative errors: Mistakes can occur during the switching process, especially if you share a building or postcode with others.
Your Rights as a Consumer
UK law offers strong protections if your energy account is switched without your agreement. Under the Energy Act 2013, Section 39, energy suppliers must not transfer your supply without your consent. You are also protected by the “Erroneous Transfer Charter,” which sets out clear steps suppliers must follow to put things right.
Additionally, the Consumer Rights Act 2015 ensures you are treated fairly and can seek redress if things go wrong. If you experience an unauthorised transfer, you have the right to be returned to your original supplier and to have any billing errors corrected.
If you want further guidance on your overall rights and how they relate to your energy use, see our page on consumer rights and energy use.
How Unauthorised Transfers Affect You
An unauthorised transfer can lead to several practical problems, including:
Incorrect bills: You might receive bills from a supplier you did not choose, or be charged at a different rate.
Service disruption: There could be confusion over who is supplying your energy, which may delay problem resolution or lead to missed payments.
Loss of agreed deals: Any discounts or tariffs you had with your previous supplier may be lost.
It’s important to act quickly if you notice signs of an unauthorised transfer, such as receiving unexpected bills or letters from a new supplier.
How Authorised Transfers Should Work
Normally, energy supply transfers are straightforward and require your clear consent. For example, if you’re changing your energy supply when moving home, you would notify your current and new suppliers, provide meter readings, and agree on a switch date. You should always receive confirmation in writing before any transfer goes ahead.
Why Making a Formal Complaint Matters
If your energy account has been switched without your consent, it’s essential to raise a formal complaint. This helps ensure your rights are protected and prompts your supplier to resolve the issue quickly. You can find practical steps and a template letter on the Ofgem website, which also explains how to escalate your complaint if you’re not satisfied with the response.
For a detailed guide on writing a complaint letter and understanding your rights under the relevant laws, see the Energy Act 2013, Section 39.
Taking prompt action not only helps resolve your situation but also supports wider efforts to prevent unauthorised transfers in the future.
How to Write a Letter to Complain About an Unauthorised Transfer
When you discover your energy account has been switched to another supplier without your consent, it’s essential to act quickly and formally. Writing a clear, polite, and well-structured complaint letter increases the chances of resolving the issue efficiently. A formal letter creates a written record of your complaint, which can be useful if you need to escalate the matter later.
What to Include in Your Complaint Letter
To make your complaint as effective as possible, be sure to include the following key details:
Your personal information: Include your full name, address, and contact details.
Account numbers: List your account number(s) for both your current and, if known, the new supplier.
A clear description of the issue: Explain that your gas or electricity account was transferred without your permission. Include the date you noticed the change, and any relevant details such as correspondence received or changes to your billing.
The impact on you: Briefly state how the unauthorised transfer has affected you – for example, disruption to your service, billing confusion, or financial loss.
What you want to happen: Clearly request that your account be returned to your chosen supplier. If you have experienced inconvenience or financial loss, you may also wish to request compensation.
Using a general complaint letter template can help you structure your letter appropriately. Make sure your tone remains polite and factual, even if you feel frustrated.
Tips for Sending Your Letter
Keep a copy: Always save a copy of your letter and any supporting documents for your records.
Send by recorded delivery: Post your letter using recorded or tracked delivery. This provides proof that your complaint was received by the supplier, which can be important if you need to escalate the issue.
Requesting a Resolution or Compensation
It’s important to clearly state what outcome you expect. This might include a prompt return to your original supplier, correction of any billing errors, or compensation for any inconvenience or losses. Suppliers are required to handle complaints fairly under the rules set by Ofgem, the energy regulator. If your complaint is not resolved to your satisfaction, you may be entitled to further redress.
When to Expect a Response
Energy suppliers must acknowledge your complaint promptly and aim to resolve it within eight weeks. If you do not receive a satisfactory response within this timeframe, or if you are unhappy with the outcome, you have the right to escalate your complaint. For further guidance on the process, see our advice on how to complain to your energy supplier.
If the issue remains unresolved after eight weeks, you can take your complaint to the Consumer Ombudsman, who provide a free and impartial service to help resolve disputes between consumers and energy suppliers.
Taking these steps will help ensure your complaint is taken seriously and increase the likelihood of a swift and fair resolution.
Sample Letter Template for Complaining About Transfer Without Consent
If your energy account has been transferred to another supplier without your permission, it’s important to make your complaint clear and factual. Below is a straightforward template you can use to write to your energy supplier. This letter highlights the key points of your complaint, requests a resolution, and provides all the necessary information for your supplier to investigate the issue.
Sample Letter Template: Complaint About Unauthorised Energy Transfer
Copy and adapt the template below to suit your situation. Make sure to fill in your personal details and any specifics about your account and the transfer.
[Your Name]
[Your Address]
[Postcode]
[Email Address]
[Phone Number]
[Date]
Customer Services
[Energy Supplier Name]
[Supplier Address]
[Postcode]
Subject: Complaint About Unauthorised Transfer of Energy Supply
Dear Sir or Madam,
I am writing to formally complain about the unauthorised transfer of my [gas/electricity/both] supply from your company to another supplier, which occurred without my consent.
Account Details:
Account Holder Name: [Your Name]
Account Number: [Your Account Number]
Supply Address: [Your Address]
Date of Transfer: [Date the transfer took place or was noticed]
Details of the Issue:
On [date], I became aware that my [gas/electricity] account had been switched to another supplier without my knowledge or permission. I did not request, agree to, or authorise this transfer. This has caused inconvenience and concern regarding my energy supply and billing.
What I Am Requesting:
Immediate investigation into how and why my account was transferred without my consent.
Reversal of the transfer so that my supply is returned to your company as soon as possible.
Written confirmation of the steps you will take to resolve this issue.
Compensation for any inconvenience or financial loss caused by the unauthorised transfer.
I understand that under the Energy Switch Guarantee and Ofgem regulations, suppliers must not transfer a customer’s energy supply without their explicit consent. Please treat this complaint in accordance with your complaints procedure and confirm receipt of this letter.
If I do not receive a satisfactory response within 8 weeks, I understand I may escalate my complaint to the Energy Ombudsman.
Please contact me using the details above if you require further information.
Yours faithfully,
[Your Signature, if posting a hard copy]
[Your Name]
Tips for Using This Template:
Stick to the facts and avoid emotional language.
Keep a copy of your letter and any responses you receive.
If you send your complaint by email, keep a copy in your sent folder.
For more guidance on writing to your supplier about different issues, you might find our other gas and electric letter templates helpful. These can help you address a range of problems with your energy provider.
