What is an Erroneous Transfer (ET)?

Did you get notified you were leaving your energy company but don’t remember signing up with another supplier? You’ll know this has happened if you get a ‘We’re sorry to see you go’ email, even though you didn’t apply to switch away from us.  

This happens sometimes – we call it an ‘Erroneous Transfer’ in the industry. They’re generally an accident and tend to happen if the wrong address is selected on sign up, so we end up taking over the wrong supply, or if there’s a data error in the shared industry database. 

The most important thing to know is that we can fix it. We’ll sort it all out with the other supplier so that you stay with the supplier you want like nothing happened. 

It can feel a little bit frustrating when an erroneous transfer happens, but don’t worry – we’ll put it right. If we think there’s been a mistake during your switch, here’s what we’ll do:

• Check with you first. If you did mean to switch to another supplier, no problem! If not, we’ll step in to make sure your account is transferred back to us.

• Get it sorted with the other supplier. If you didn’t sign up to the other supplier, we’ll handle everything with them to bring you back – no need for you to lift a finger.

• Switch you back within 6 weeks. It’s often quicker than that, but timing depends on the case and we’ll keep you in the loop throughout. Either way, we’ll make sure your bills aren’t affected so you’ll barely notice it happened.  

If you spot that you’ve been signed up to another supplier or you’re still getting billed from an old one, let us know as soon as possible. Our team deals with this kind of stuff all the time so you’re in safe hands: we’ll get it sorted without any stress on your side.