ASK AN EXPERT

email s.mclean@dailyrecord.co.uk with all your consumer queries

I RECENTLY found out my energy supplier was switched without my consent. Both my original supplier and the new company are still operating but will not agree on how to sort this out. It has left me in limbo with my bills at the worst time. Can you help?

IT sounds like something known as an “erroneous transfer” has taken place.

This happens when an energy customer is switched over from one supplier to another, sometimes by accident, without their permission to do so.

Erroneous transfers can happen for several reasons, including mismatches of meter and property location information; clerical errors; or address/postcode registration issues.

The important thing to remember is that as an energy consumer, you are protected under the “Erroneous Transfers Customer Charter”.

It is in the best interest of both energy suppliers to sort this as quickly as possible, as it means the correct company will be paid for supplying your energy. You may also be entitled to increasing amounts of compensation the longer the situation continues.

You should have been sent an acknowledgement within five days of contacting your supplier.

The company should then contact you within 20 days to confirm you are being moved back to your original supplier.

Your energy service and billing should not be negatively impacted by an erroneous transfer.

Gas and electricity customers affected by issues involving switching suppliers will receive automatic compensation.

You may also receive compensation for being switched without your explicit permission, or if your credit balance is not refunded within 10 days of your old supplier sending you your final bill.

In both instances, you should expect to receive £30 or more, and you will not be required to ask for it from the supplier – this should happen automatically.

The rules, or guaranteed standards, have been established by the energy regulator Ofgem and firms are liable to pay compensation should they fail to adhere to them.

You should receive compensation for problems defined by the standards and regulations set out. This applies to switches taking place on or after May 1, 2019. The maximum compensation entitlement for this is £120 if your supply is not transferred back to your original supplier within a reasonable period.

Customers are usually offered £30 if their supplier fails to repay any money owed within 10 working days of sending them a final bill.

If an issue has not been fixed or you have not received the compensation, the first step is to contact your supplier to inform them about this.

If you are unhappy with the response, you should consider making a complaint directly to the supplier.

You can do this over the phone but putting it in writing ensures a record of your complaint that can be referred to. You should outline the issues you are experiencing, what has been done so far and what you expect the energy supplier to do to fix the situation.

energyadvice.scot provides free, practical advice and information on energy-related matters to the citizens of Scotland.

Advisers can provide support with inquiries relating to energy suppliers.

They are available Monday to Friday, between 9am and 5pm on 0808 196 8660, or by visiting www. energyadvice.scot.