Gas and Electricity Supplier Switching Service

Frequently Asked Questions (FAQ)

How do I switch my gas and electricity supplier?
Switching energy suppliers couldn’t be simpler, log on to the Moneysupermarket.com website and follow the steps below:

  1. Enter your postcode.
  2. Enter your current gas and/or electricity supply details.
  3. Select your preferred type of energy and method of payment.
  4. Moneysupermarket.com will then search all energy suppliers available in your region and bring up a table of results; you can sort these results by green energy providers or product. We will also list any additional benefits each energy supplier could be offering.
  5. Select the supplier you have chosen to switch to.
  6. Follow the apply icon to sign up to your chosen tariff.
  7. Fill in our easy to follow application form.
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How long will it take to switch my gas and electricity supplier?
The whole process of switching energy suppliers can take between 28 and 49 days. Back to top
Will my supply be interrupted?
As all energy suppliers use the pipes, meters and equipment already installed in your home there will be no interruption to your current supply. The only noticeable change is the name of the energy supplier on your bill. Back to top
If I switch, do I need to contact my current energy supplier?
The transfer of your gas and/or electricity supply is arranged by your new supplier so if you switch you will not need to contact your current supplier. Your new supplier will contact you directly to obtain final meter readings. Back to top
How can I find out who my current energy supplier is?
The name of your current energy supplier can be found at the top of your most recent bill or letter. If these are not available you can find the name of your supplier on your meter or by calling the meter number helpline on 0870 608 1524. Back to top
Can I switch if I am in debt with my current energy supplier?
Your current energy supplier has the right to object - if you are in debt with them, you will need to clear all outstanding amounts. If you pay your bills by direct debit then the outstanding amount will be taken automatically. Back to top
How often can I change my energy supplier?
You can change energy suppliers as often as you like, but should you be in a fixed-term contract there may be penalties for breaking the contract early. Back to top
Is it possible for me to get gas and electricity from the same energy supplier?
Yes. Most energy suppliers now offer both gas and electricity - this is known as 'dual fuel'. They also offer annual discounts, incentives and reduced prices. Back to top
Will special needs services be provided by my new energy supplier?
If you have special needs they will continue to be catered for. All energy suppliers are required to comply with an industry code of practice governing the way in which the elderly, chronically ill and the disabled are dealt with. This code of practice also ensures that the energy suppliers provide facilities to assist the blind, partially sighted, deaf and hearing-impaired customers. Back to top
When should I cancel my existing direct debit?
Your direct debit should be cancelled with your current energy supplier as soon as you have paid your final bill and confirmation of the transfer has been supplied. Back to top
How do I set up a direct debit with my new energy supplier?
You will receive a welcome pack from your new energy supplier; within this there will be a direct debit mandate form containing the bank details you supplied to Moneysupermarket.com during the switching process. You must check all details are correct and inform your new supplier if there are any discrepancies. Back to top
What is Economy 7?
Economy 7 is a tariff that has different pricing structures - it has a lower price for energy used during a seven-hour period at night. This allows you to make savings by heating your water and storage heater during this period. Back to top
Can I change to an Economy 7 tariff?
Yes you can change to an Economy 7 tariff, but as this involves a change of meter you will need to contact your existing energy supplier to arrange this. Some energy suppliers may charge you for this service. Once the change is complete, use Moneysupermarket.com to find the best Economy 7 deals available. Back to top
What should I do if I discover a gas leak or a problem with my electricity after switching?
All energy suppliers, regardless of which one you have switched to or from, use the same emergency procedures. Your new electricity supplier will supply you with a 24hr emergency helpline number for any problems you may have with your electricity. National Grid is the company responsible for dealing with any gas emergencies. The number to call should you need to report a problem with your gas supply is 0800 111 999. Back to top
Who deals with complaints about my new supplier?
You should try to resolve any complaints directly with your energy supplier. If this is not possible and you are not happy with the response you have received you can contact energywatch the independent gas and electricity watchdog. Back to top
Who are Energywatch?
Energywatch is the independent watchdog for gas and electricity consumers. They were created in November 2000, as part of the Utilities Act, to protect and promote the interests of gas and electricity consumers in England, Scotland and Wales. They are completely independent of the energy industry, and the energy regulator Ofgem.

You can contact Energywatch by phoning 08459 06 07 08.
Alternatively, visit their website at www.energywatch.org.uk. Back to top
Who are Ofgem?
Ofgem is the regulator for Britain’s gas and electricity industries. Its role is to promote choice and value for all customers.

Ofgem's powers are outlined in the Gas Act 1986, the Electricity Act 1989, and amended in the Utilities Act 2000. It also has enforcement powers under the Competition Act 1998.

Ofgem works to encourage fair and competitive supply of all gas and electric products to all consumers within the United Kingdom.

You can contact Ofgem by calling 020 7901 7000, or by writing to Ofgem, 9 Milbank, London SW1P 3GE.

Alternatively, visit their website at www.ofgem.gov.uk. Back to top
Is there a charge for using Moneysupermarket.com?
There is no charge for using Moneysupermarket.com. Back to top
How can you offer this service for free?
Moneysupermarket.com receives commission from each energy supplier that you are able to switch to through our site. This commission has no bearing on the position of each energy supplier within the results page. Back to top
Is your site secure?
Our site is protected by VeriSign secured to ensure any data you share with us is secure. When you enter a protected area, a small padlock or key will be displayed at the bottom of the screen indicating that you have a secure connection with us. You can rest assured that the information you supply is encrypted and cannot be read by anyone else. View our Secure Sites Certificate here.

In addition, Moneysupermarket.com takes your privacy seriously. Our Privacy Policy explains the steps we take to ensure information about you is kept secure and confidential. Please read this document carefully as once you use our website and our product and account aggregation services you will be regarded as having read and accepted the terms of the policy. You must not use our website or our services if you do not accept our privacy policy.

Moneysupermarket.com is the data controller in relation to your personal data. Our registered address is Moneysupermarket.com House, St David’s Park, Ewloe, Nr Chester, CH5 3UZ. If you have any queries relating to our use of your personal data or any other data protection issues, please contact our data protection officer at DPO@moneysupermarket.com. Back to top
How do you calculate my annual savings?
Our calculations engine works to determine your current energy usage from the annual Kwh, monetary or High/Medium/Low default usage values entered. It takes or derives your current Kwh usage by comparing the data you have input to the unit costs associated with your current tariff. This is then multiplied against the Kwh unit costs of other tariffs provided by alternative suppliers that operate in your area. Any additional savings offered by the supplier based on criteria such as payment type are also factored in.

The estimated annual savings figure is derived by subtracting the cost of the alternative tariff with this new supplier from your current calculated costs. Back to top
How do you define high, medium and low usage?
We define High/Medium/Low usage in line with published Energywatch rankings and will assume an average Kwh usage that will be factored against your current tariff to derive an average Annual Spend. (The Annual Spend amounts quoted below are approximate and represent the figures likely to be returned from your tariff; the exact amounts will be presented at the top of the results table following selection of a usage bracket):

The table below shows the figures we have used to define high, medium and low usage:

Electricity
User Avg. Electricity Consumption* (Kwh) Approximate Annual Spend*
Low User 1650 £234
Medium User 3300 £414
High User 4950 £594
Gas
User Avg. Gas Consumption* (Kwh) Approximate Annual Spend*
Low User 10000 £358
Medium User 20500 £639
High User 28000 £840
Dual Fuel
User Avg. Fuel Consumption* (Kwh) Approximate Annual Spend*
Low User 11650 £588
Medium User 23800 £1,050
High User 32950 £1,430
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