Switching

The dispute

The consumer’s tariff with their supplier was about to expire and found a preferred supplier, agreeing a new fixed tariff contract for 18 months. However, there was a six-month delay before the transfer took place. The supplier explained that the delay was due to technical difficulties, preventing the transfer of the supply. The supplier apologised and offered the consumer a £50 goodwill payment. The consumer remained unhappy and pointed out that they had been charged at a higher rate with their original supplier during the period the transfer was delayed.

The outcome

Our review noted the industry rules which stipulate a supplier must complete a transfer within 15 working days of having sufficient information to complete the switch. It was evident that this timescale had not been met by the supplier. We noted a goodwill payment had been offered. In addition, we identified that the consumer was entitled to further industry-mandated payments of £30 for the failure to complete the transfer and a further £30 for failing to make the initial guaranteed standards payment within 10 working days.

It was also clear that the consumer had lost out financially because of the delay, being charged on higher rates due to the transfer not completing as required. We therefore also required the supplier provide a payment equal to the difference between what the consumer was charged and what they would’ve been charged from the date the supply should have transferred up until the date the supply transferred. These remedies ensured that the consumer was no worse off due to the delayed transfer.

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