Changing Supplier & Moving Home
The Erroneous Transfer Customer Charter is a voluntary code aimed at protecting customers who have been switched to a new supplier by mistake.
The Erroneous Transfer Customer Charter sets out the minimum level of service that a customer should expect when they have been erroneously transferred.
An erroneous transfer occurs where a customer has been transferred to a supplier without a valid contract being in place.
For the avoidance of doubt, the Erroneous Transfer Customer Charter will only apply where an erroneous transfer has occurred and not for example where a customer has changed their mind after they have switched supplier.
The details of the Erroneous Transfer Customer Charter are as follows:
• If a customer believes that they have been erroneously transferred then they can contact either their old or new supplier.
• The contacted supplier will liaise with the other supplier to resolve the matter.
• An appropriately trained representative of the contacted supplier should explain to the customer:
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What action will be taken.
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When they can reasonably expect to be transferred back to their original supplier.
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That they will only pay once for the energy consumed and where possible, how their billing arrangements will be treated.
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How they will be kept informed of progress towards resolution.
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On request, how complaints will be resolved and, where appropriate, how compensation claims will be dealt with.
• The contacted supplier will send written confirmation of the details provided above within 5 working days of the customer contact.
• Where possible the supplier will include an explanation of why the erroneous transfer took place.
• The customer will be provided with confirmation within 20 working days of their initial contact that they will be returned to their old supplier.
