Switchd Help Centre

Getting Started

• How do I tell you what's important to me so that I get the right switches?
• I'm really happy with my supplier and don't want to switch, is Switchd still for me?
• What happens if I switch halfway through a month?
• That other company over there has a better deal, why haven’t I been switched?
• What is my Switchd email address for?
• Understanding your Switchd settings

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Complaints

• Am I entitled to compensation from my supplier?
• How do supplies get transferred by mistake?
• Leaving Switchd?

Billing

• How do I avoid being overcharged by my supplier and building up credit?
• Should I claim a refund of credit from my supplier?
• Should I cancel my old supplier's Direct Debit?
• What do I do if I have an outstanding balance?
• Direct debit has increased?
• Supplier owes you money?

Meter Readings

• What do I do if I can’t take a meter reading?
• Why are meter readings important, and how often should they be submitted?
• What are meter readings and where do I find them?
• What if my meter is broken?
• What if there’s a problem with my meter reading?
• What if I have a smart meter?

The Switch Process & Troubleshooting

• Can I switch while the erroneous transfer process is happening? Are there alternatives?
• How does the erroneous transfer (ET) process work?
• If my switch gets blocked, will my energy be turned off?
• Who should I contact if the switch goes wrong?
• What if I don't like the supplier that I'm switching to?
• How can I cancel my switch?

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My Switchd & Supplier Accounts

• Trouble logging into your online account with your supplier?

General Questions

• Seasonal direct debit policies - don't want to owe your energy supplier at Christmas?
• What do I do if I'm moving home?
• Why do I have a Switchd email address?
• MPAN and MPRN: What you need to know and how to find it