At Switchd we want to make sure you have the best journey with your supplier. However, you may find a problem, with an ongoing switch or with the supplier which can be frustrating.
Although we cannot influence how your supplier behaves, as we are a totally separate company from any supplier, we want to make sure you get the right support and guidance when you need to raise a complaint.
- How can I bring an issue to my supplier so they can resolve it
- How can I raise a complaint?
- I am not happy with how my supplier has dealt with my complaint- what can I do?
- Who are the Ombudsman and how they can help?
- Who are the Citizens Advice Bureau and how they can help?
- How To Contact The Energy Ombudsman and Citizen Advice?
How can I bring an issue to my supplier so they can resolve it?
When there's a problem with your energy supply, billing, or with the supplier, it's best to contact the supplier directly. This can be done via email, live chat, or phone. You can check on the supplier website on how you can contact them and check out any useful links on their help center.
If you have any supporting evidence you can also send this to the supplier as it will help to resolve the case.
Tip: When you log in to your Switchd dasboard you will see the 'Contact Supplier' button on the left-hand side of the home page of your account. This great feature allows you to send the supplier an email which is one of the best ways to get in touch with the supplier
How can I raise a complaint?
If you have already been in touch with your supplier and you are not happy with the service or how they have dealt with your case, you are in your right to raise a complaint to the customer resolution team.
Please note, every supplier must have a complaint process and you can find more information about the complaint process on the supplier website. The supplier must also reply to complaints and come to a decision within 8 weeks. Please make sure to keep records of contact you have with the supplier.
You can raise a complaint by writing a letter, email, contacting the supplier on their live chat (if they have this option on their website), and by telephone. Please check the supplier website for more information on the complaint process.
I am not happy with how my supplier has dealt with my complaint- what can I do now?
If you are not happy with how your supplier are dealing with the complaint then you can go to the Citizen's Advice Bureau for advise and guidance. Alternatively, you can complain to the energy Ombudsman.
Who are the Citizens Advice Bureau and how they can help?
CAB is a national charity and network of local charities that offer confidential advice online, over the phone, and in-person, for free. It's worth getting in touch with CAB if you feel the supplier has not reached a positive resolution for your complaint.
Who are the Ombudsman and how they can help?
The Energy Ombudsman are approved by Ofgem - the UK gas and electricity regulator - to independently handle disputes between consumers and energy suppliers. When a complaint is logged they will review the evidence submitted by both the supplier and propose what they consider to be a fair outcome. They then ensure your provider complies with their resolution once you choose to accept it.
How to contact The Energy Ombudsman and Citizen Advice?
- Call 0330 440 1624
- Network operator and Ofgem Confidence Code comparison site complaints: Email Ofgem or call 020 7901 7295.
- For more information please visit this link - www.ofgem.gov.uk
In England and Wales, Citizens Advice can offer further support if you need it
In Scotland, Advice Direct Scotland can help:
- Visit the energyadvice.scot website
- Call 0808 196 8660 or use their online webchat
- Email energyadvice.scot