New compensation rules for delays when switching suppliers
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Supply and Retail Market
Energy customers can switch to a new electricity or gas supplier at any time.
The new supplier will handle the switching process, which should take no longer than 5 working days.
Visit our switch energy supplier page for more details on how this works.
If switching takes longer than expected
From April 1 2024, if your new supplier takes longer than 5 working days to switch you they must pay you £30 compensation.
You do not have to do anything. This money will be paid automatically into either your energy account or bank account.
Extra compensation from your supplier
You may be able to get an extra payment from your supplier, for example if there are further delays, or if you’re switched by mistake.
Find out if you can get compensation for problems switching energy suppliers.
If you do not get compensation from your supplier
If your supplier does not pay you, or does not pay you the correct amount, for the problems you’ve had while switching, follow the steps on our complain about your energy supplier page.