The key thing to know about erroneous transfers is that, once the erroneous transfer process has been completed, it will be like you never left your original supplier.
This means that you won’t have to pay the new supplier who incorrectly took the supplies, and you’ll be billed by your old supplier as if the mistake had never happened. If you’ve already paid the new supplier, the money you’ve paid them will be refunded.
How does the process work?
- First, the customer (or Switchd) will contact one of the suppliers involved. It can be either supplier, as both can initiate the process.
- Next, the suppliers discuss the switch between themselves. Both suppliers need to agree that the transfer was incorrect in order for the process to move forwards. This means the ET process can’t be used to move away from a supplier if you’ve just changed your mind, unless you were misled into switching.
- If the suppliers agree, they begin the process of sending the supplies back to the right place.
- Once the supplies are in the right place, the supplier who incorrectly took over the account will refund any money paid by the person whose supplies were transferred, if applicable.
How long does the erroneous transfer process take?
The ET process can take a while.
Normally, the process takes about three weeks from the date the ET process begins, but in some circumstances it can take longer.
Ofgem, the energy industry regulator, has stated that if the ET process takes too long, or is mishandled, you should automatically be awarded compensation. For more information about this, take a look at this page from Citizens’ Advice: