Problems switching energy supplier: delays and switches by mistake

Great Britain · Rules checked 24 October 2026 · Not legal advice

Ofgem says suppliers must switch you within 5 working days. If they don't, your new supplier must pay you £40, automatically.

Switched by mistake ("erroneous transfer")

Contact your old supplier. It has 21 working days to switch you back. Your new supplier should automatically pay you £40 within 10 working days of agreeing a mistake was made.

Extra £40 payments

• Compensation not paid within 10 working days.
• The supplier takes more than 20 working days to reply after you report a switching mistake.
• Old and new suppliers take more than 20 working days to agree whether the switch was correct (each pays £40).
• Your old supplier takes more than 21 working days to re-register your supply.

You can't claim if the supplier has gone out of business. After switching, also check your final bill and credit refund.