Energy switch guarantee explained

Switching energy suppliers in the UK should be a straightforward process, but concerns about potential disruptions or complications can deter many. This is where the Energy Switch Guarantee (ESG) comes in, offering a clear framework designed to protect you and ensure a smooth transition. It outlines specific commitments from energy suppliers, giving you peace of mind when choosing a new provider.

The ESG provides a solid foundation for a secure energy switch, but at Fuse, we believe in going beyond the baseline to make your experience genuinely effortless and worry-free. We focus on clear pricing and real-time usage data, helping you understand and manage your energy. Click here to switch to Fuse Energy today.

What is the energy switch guarantee?

The ESG is a set of promises made by energy suppliers to their customers, designed to make changing your gas and electricity provider a smooth, safe, and reliable experience. It's a voluntary initiative, developed by Energy UK, the trade association for the UK energy industry, and overseen by Ofgem, the energy regulator.

Purpose and scope

The primary purpose of the ESG is to build confidence in the switching process. It aims to remove common anxieties about moving to a new supplier, such as fear of losing supply or facing administrative issues. By signing up to the guarantee, suppliers commit to upholding certain standards that protect you throughout the switch. This ensures a controlled, predictable, and protected experience, putting more control in your hands.

Who is covered by the guarantee?

The ESG covers domestic customers who are switching their electricity or gas supplier in Great Britain. If your chosen new supplier is a signatory to the guarantee, you automatically benefit from its protections.

Key commitments of the guarantee

Suppliers who are part of the ESG commit to several core principles, ensuring a consistent and high-quality experience for customers.

Faster switching times

While the ESG originally committed to completing switches within 21 days, current regulations have significantly sped up this process. Energy suppliers must now complete your electricity or gas supply switch from your old provider to your new one within 5 working days. This means you can often move to a new tariff or supplier in under a week, without affecting your 14-day cooling-off period.

No interruption to supply

One of the most significant reassurances of the guarantee is that your energy supply will not be interrupted during the switching process. All energy providers use the same wires and pipes to deliver gas and electricity to your home, meaning there's no need for any physical changes or disconnections when you switch. Your lights will stay on and your heating will continue to work without a hitch.

Clear and timely communication

Both your old and new suppliers are committed to clear and timely communication throughout the transition. Your new supplier will manage the switch process with your old supplier, keeping you informed at each stage. They will send you your new details promptly and ensure both providers communicate about your switchover date to prevent double-charging.

Accurate final bills

The guarantee also ensures that you receive an accurate final bill from your old supplier. This should be issued promptly after your switch is complete. If you have a credit balance with your old energy supplier, the guarantee ensures this is protected. While you may need to contact your old supplier to arrange the refund, they are required to process any credit balance promptly after your final bill has been settled.

Your rights and protections

Beyond the core commitments, the ESG and associated regulations provide specific rights and protections to consumers.

Understanding the 14-day cooling-off period

When you agree to a new energy contract, you have a 14-day cooling-off period during which you can cancel the switch without penalty. This period starts from the day you agree to the contract, or when you submit your switch request. Even with the accelerated 5-working-day switch, your right to this cooling-off period remains unaffected. If you change your mind, simply contact your new supplier within this timeframe.

Protecting your data during a switch

Energy suppliers are responsible for ensuring your data is handled securely and accurately during a switch. This includes the smooth transfer of your account details and meter readings between providers. The commitment to clear communication helps prevent administrative errors and ensures your information is correctly managed.

What to expect from your new supplier

Your new supplier is responsible for managing the entire switching process. They will contact your old supplier, arrange the transfer of your supply, and keep you updated. You should expect them to handle any issues that arise and provide support if you have questions or concerns.

What happens if something goes wrong?

Even with guarantees in place, issues can occasionally occur during an energy switch. Knowing your rights and the steps to take can help resolve problems quickly.

Common switching problems and solutions

Common problems can include delays, incorrect billing, or even being switched to a supplier you didn't choose (an "erroneous transfer"). If you encounter an issue, your first step should always be to contact your new energy supplier. They are responsible for managing the switch and should be able to provide an update and work to resolve any delays. Keep a record of all communications, including dates, times, and who you spoke to.

Compensation for problems switching

You are entitled to automatic compensation if certain issues occur during your switch.

Specifically:

• Delayed switch: If your electricity or gas supply isn't switched to your new supplier within 5 working days, your new supplier must automatically pay you £40. This payment should be made within 10 working days.
• Mistaken switch (erroneous transfer): If you are switched to a supplier by mistake, you could receive £40 from the new supplier. Your old supplier then has 21 working days to switch you back.
• Late credit refund: If your old supplier fails to refund any credit balance within 10 working days of issuing your final bill, you are entitled to £30 compensation.
• Late compensation payment: If a supplier fails to pay any compensation you are entitled to within 10 working days, they must pay you an extra £40.

These payments are part of Ofgem's Guaranteed Standards of Performance, designed to ensure suppliers put things right and compensate you for problems that are their fault.

How to raise a complaint

If you've contacted your supplier and the issue remains unresolved, you can escalate your complaint.

1. Formal complaint to supplier: Follow your supplier's formal complaints procedure. They should provide you with a timeline for resolution.
2. Energy ombudsman: If your complaint is not resolved to your satisfaction within 8 weeks, or if you receive a "deadlock letter" from your supplier, you can take your case to the Energy Ombudsman. This is an independent body that reviews unresolved complaints between consumers and energy companies.

Switching with confidence: the Fuse difference

The ESG provides a solid foundation for a secure energy switch, but at Fuse, we believe in going beyond the baseline to make your experience genuinely effortless and worry-free.

Beyond the guarantee: Fuse's commitment to you

Fuse doesn't just meet the ESG; we enhance the switching experience. We understand that while the guarantee offers foundational protection, customers seek reassurance and a smooth, risk-free process. Our digital-first approach and commitment to transparency mean you have clear information and control over your energy at all times. We aim to provide an unparalleled, risk-free transition, ensuring you feel empowered, not just protected. You can also learn more about our mission to build a future with power to play with here.

24/7 human support for a seamless transition

One of Fuse's key differentiators is our 24/7 human customer support. While the guarantee outlines communication standards, having always-available support means you can get help and answers whenever you need them. This human touch enhances the guarantee's benefits, addressing concerns about what happens if something goes wrong by providing immediate, reliable assistance. This ensures your switching journey is as seamless as possible, backed by real people ready to help.

Effortless switching with Fuse

Choosing Fuse means choosing an energy supplier that prioritises your peace of mind. We provide clear, fact-backed information about the ESG, coupled with practical advice and reliable support. Our goal is to make switching energy suppliers not just protected, but truly effortless, giving you the confidence to manage your home's energy with ease.