What are Ofgem’s new rules on energy switching compensation in the UK?

Ofgem’s updated switching compensation rules (often referred to as Guaranteed Standards of Performance for switching) require energy suppliers to pay compensation when they fail to complete a switch within the required timeframe and the delay is their fault. The aim is to protect customers from lengthy switching delays and encourage suppliers to complete switches on time.

How much compensation can I get for a delayed energy switch?

Compensation amounts depend on the specific Ofgem standard and when the rules apply, but they are typically set as fixed payments per affected customer when a switch is not completed on time. Your supplier should confirm the exact amount you’re owed and whether any additional payments apply if the issue continues.

When should I receive switching compensation?

If you qualify, suppliers are generally expected to pay compensation automatically—without you having to chase them—within a set period after the standard is breached. If you haven’t received anything after your switch completes (or the delay has been confirmed), contact your supplier and ask for payment under Ofgem’s switching Guaranteed Standards.

Do I need to claim switching compensation or is it automatic?

In many cases it should be automatic, meaning the supplier pays you without a claim. However, if you believe you qualify and nothing has been paid, you can request it from your supplier and keep a record of dates, emails and screenshots to support your case.

What counts as a delayed energy switch under Ofgem’s rules?

A delay typically means your supplier did not complete the switch within the mandated switching timeframe, and the delay was caused by the supplier (not something outside their control). Examples can include administrative errors, missed handovers, or failures in processing the switch correctly.

What should I do if my energy switch is taking too long?

First, contact your new supplier and ask for the expected completion date and the reason for the delay. Keep a timeline of key dates (switch request, confirmation, meter readings, completion). If the delay breaches Ofgem’s standards, request the compensation due. If the issue isn’t resolved, follow the supplier’s complaints process and then escalate to the Energy Ombudsman if needed.

Can I still switch energy supplier if I’m in debt?

You may still be able to switch depending on the type and amount of debt and your payment method. Some debts can block a switch, while others can be transferred under certain conditions. If you’re unsure, check your account status and ask the supplier about your options before starting a switch.

How can Energy Plus help me save money when switching energy?

Energy Plus provides cost-saving advice to help you understand your switching rights, avoid common switching issues, and take action if a supplier delays your switch. Explore more guidance at https://www.energyplus.co.uk/CostSavingAdvice/ to make confident decisions and reduce your energy costs.

Where can I read more about Ofgem rules and my consumer rights?

You can read more UK energy consumer guidance on Energy Plus, including this article on switching compensation: https://www.energyplus.co.uk/CostSavingAdvice/new-ofgem-rules-on-energy-switching-compensation-uk and related resources in the Cost Saving Advice hub: https://www.energyplus.co.uk/CostSavingAdvice/.

New Ofgem rules on energy switching compensation in the UK

If your home energy switch goes wrong, Ofgem’s updated rules can mean clearer timelines, better protections, and in some cases compensation. Compare whole-of-market tariffs with EnergyPlus.co.uk and switch with confidence.

Understand when compensation may apply if a switch is delayed or mishandled
Check what you should expect during the switching process (and what to do if it goes off-track)
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Check tariffs & request a quote Jump to compensation rules

For UK homes (not business). Switching is subject to supplier availability, credit checks where applicable, and meter type. EnergyPlus.co.uk is a comparison service.

Switch with clearer protections: compare whole-of-market home energy

Ofgem’s switching rules are designed to make the process more reliable and to reduce the risk of being left paying the wrong supplier, billed incorrectly, or stuck mid-switch. If something goes wrong, you may have routes to redress and (in specific circumstances) compensation.

EnergyPlus.co.uk helps UK households compare whole-of-market tariffs and request a tailored quote. Submit your details and we’ll help you understand your options, including fixed vs variable tariffs, exit fees, and how switching timelines usually work.

Good to know: Compensation rules and complaint handling can vary by supplier and by what went wrong (e.g., incorrect transfer, delayed switch, billing issues). This page explains the typical UK process and what to do next.

When should you consider switching?

Your fixed tariff is ending (or has already ended)
Your direct debit has increased and you want to review alternatives
You’ve moved home and want a better deal than a deemed tariff
You want greener options or different payment features

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What the new Ofgem switching rules mean for UK households

Ofgem (the UK energy regulator) sets rules and standards to improve the experience of switching energy supplier. Updates to switching rules and processes have focused on: faster, more accurate switches; clearer communications; and stronger protections when things go wrong.

While the specifics of compensation depend on the type of issue and supplier obligations, the principles are consistent: suppliers should complete switches correctly, keep customers informed, and put errors right promptly. Where a supplier fails to meet required standards, you may be entitled to a remedy such as a billing correction, refund, goodwill payment, or formal compensation under supplier schemes.

Clearer timelines

You should be told what happens next, when the switch is due, and what to do if your final bill or opening reading looks wrong.

Fewer switching errors

Improved data handling aims to reduce issues like being switched without consent, duplicated accounts, or incorrect meter details.

Better routes to redress

If you’re impacted by delays or mistakes, complaint handling rules and escalation routes (including the Energy Ombudsman) help you seek a fair outcome.

Important: Energy switching protections sit alongside other rules (billing accuracy, back-billing limits, complaint timeframes). If you’re unsure what applies to your case, collect your evidence and ask the supplier to confirm in writing.

Why switching rules matter when you’re trying to cut energy costs

If you’re switching to save money, a delay or mistake can wipe out expected savings through incorrect direct debits, estimated readings, or being billed on an unintended tariff. Stronger switching rules help by setting expectations and giving you ways to challenge problems quickly.

Protect your savings

A correct start date and accurate opening reading reduce the risk of paying the wrong supplier or being billed twice for the same usage.

Avoid admin stress

Clear communications and better data quality mean fewer calls, fewer complaints, and less time chasing final bills.

Improve billing accuracy

Accurate meter details and readings help stop large “catch-up” bills caused by incorrect estimates after a switch.

Know your escalation route

If the supplier can’t resolve your issue, you can escalate to the Energy Ombudsman (after the supplier’s process / deadlock).

If you’re still deciding whether to move, start with a whole-of-market comparison and check your current tariff terms, including any exit fees and whether you’re on a fixed deal.

Energy switching compensation in the UK: what you may be able to claim

Compensation isn’t automatic for every inconvenience. However, if your switch is mishandled you may be entitled to an outcome such as a correction, refund, waived charges, or compensation (depending on the issue and supplier obligations). The best approach is to document the issue clearly and raise it promptly.

Common switching problems that can lead to redress

Delayed switch

Your transfer takes longer than promised and you’re left on a more expensive tariff. Ask for the supplier to explain the cause and put things right.

Incorrect transfer

You’re moved to the wrong tariff, wrong address, or the wrong meter point details are used. You may need a backdated correction.

Erroneous switch

You’re switched without consent. This is serious—raise a formal complaint immediately and request a full investigation.

What to ask for (practical checklist)

If this happens…	Ask the supplier for…	Evidence to gather
Switch date slips or you’re told “it’s pending” for weeks	Written timeline, reason for delay, confirmation of start date, and a fair remedy if you paid more due to the delay	Screenshots/emails, tariff rates, bills covering the period, notes of calls
You get a final bill that looks wrong	Re-bill using correct opening/closing readings, refund if overpaid, and a full explanation	Your meter readings (with photos), dates, smart meter data if available
You’re billed by two suppliers for the same period	Account correction, refunds/credits, confirmation of which supplier supplied energy on which dates	Both bills, account numbers, supply start/end dates, meter point details if you have them
You were switched without permission	Investigation, reversal where appropriate, no financial detriment, and compensation if due under supplier obligations	Any consent records, sales call info, emails, and dates you noticed the issue

Tip: When you complain, be specific: “I believe my switch was delayed by X days and I paid Y more as a result. Please confirm the switch date, correct the account, and propose a remedy.” Clear numbers help resolve faster.

How to complain (and maximise your chance of a fair outcome)

If you think your switch has gone wrong, follow a structured approach. It reduces back-and-forth and helps the supplier or the Ombudsman see the facts clearly.

Record the key dates
Note when you agreed the switch, any promised start date, and when you received confirmation emails or letters.
Take meter readings (with photos)
Provide opening/closing readings where possible. This is often the fastest way to fix billing disputes.
Contact the supplier in writing
Use email or webchat transcripts where possible. Ask for a written response and a reference number.
Ask for a specific remedy
For example: bill correction, refund, waived fees, backdated tariff rate, and (where relevant) compensation.
Escalate if unresolved
If you reach deadlock or time limits pass without resolution, you can escalate to the Energy Ombudsman with your evidence.

What to include in your complaint

Your name, address, and account number(s)
Switch date agreed and what was promised
What went wrong (in one paragraph)
Financial impact (estimated extra cost if known)
What you want the supplier to do next

Common mistakes that slow resolution

Not providing meter readings or photos
Only complaining by phone with no written record
Focusing on frustration rather than dates and bills
Not stating what outcome you’re seeking

Switching timeline: what most households should expect

Switching can be straightforward, but exact timing depends on your meter type, supplier processes, and whether there are data issues. Here’s a practical overview of the journey and where problems most often occur.

Stage	What you’ll usually see	Your best action
1) Sign-up	Tariff confirmation, direct debit setup (if applicable), expected start information	Check tariff name, rates, term length, and any exit fees
2) Cooling-off	You can usually change your mind within the cooling-off period	Keep confirmation emails and screenshots of your chosen tariff
3) Switch completes	New supplier becomes responsible; old supplier prepares final bill	Submit meter reading (with photo) close to the switch date
4) Final bill & balance	Refund or request for payment; direct debit adjustments	Check opening/closing reads match; query any large discrepancies promptly

Data issues to watch for: incorrect address details, meter serial numbers, or meter point reference mismatches can cause delays. If you’ve had previous billing problems, flag it early when switching.

FAQs: Ofgem switching rules & compensation

Do I automatically get compensation if my switch is delayed?

Not always. Some issues lead to specific remedies (rebilling, refunds, waived charges) and in some cases compensation. The key is proving the delay and the impact, then requesting a fair resolution in writing.

What if I’m billed by my old supplier after switching?

Contact the supplier immediately with your switch date and meter readings. It may be an account lag, incorrect meter point data, or a final bill in progress. Keep copies of bills from both suppliers and ask for written confirmation of supply dates.

Can I switch if I have debt with my current supplier?

It depends on circumstances, including the type of debt and payment arrangements. You may still be able to switch, but it’s best to get advice and confirm the supplier’s position before progressing.

Do smart meters affect switching timelines?

Smart meters can improve reading accuracy, but switching speed still depends on supplier processes and data quality. If the meter is operating in “dumb” mode, you may need to submit readings manually.

What should I do if I think I’ve been switched without permission?

Raise a formal complaint with the supplier immediately, request an investigation, and ask for written confirmation of how consent was obtained. Keep all evidence and consider escalating to the Energy Ombudsman if unresolved.

Is EnergyPlus.co.uk an energy supplier?

No. EnergyPlus.co.uk is a UK home energy comparison service that helps you compare whole-of-market tariffs and request a quote, so you can make an informed switching decision.

Trust indicators: what good switching support looks like

When you’re comparing tariffs, trust comes from clarity. A quality comparison journey should help you understand unit rates, standing charges, contract length, and what happens during a switch—especially if something goes wrong.

Transparent comparisons

Whole-of-market view with clear tariff features, not just headline prices.

Practical guidance

Steps, checklists, and what to do if your billing or switch timeline doesn’t look right.

Customer-first support

Clear next steps and contact preferences—so you can move forward without pressure.

What customers often tell us they value

“I wanted a clear explanation of unit rates and standing charges, not a sales pitch. The comparison was straightforward.”
UK homeowner, switching after a fixed tariff ended

“Helpful checklist for meter readings and final bills. It made the switch feel less risky.”
UK homeowner, concerned about billing accuracy

Testimonials are illustrative of common feedback themes and not a guarantee of outcomes or savings.

Ready to switch? Compare home energy tariffs today

Use EnergyPlus.co.uk to compare whole-of-market deals and request a quote. If your switch ever goes off-track, you’ll know what to ask for and how to escalate.

Start my quote How to complain & escalate

For UK domestic customers. Always check tariff terms, eligibility, and meter compatibility.

Quick pre-switch checklist

Find your current unit rates & standing charges
Check contract end date / exit fees
Take a meter reading close to the switch date
Keep confirmation emails and tariff details

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Updated on 16 Feb 2026