Occasionally, things go wrong and your supply is switched in error. This doesn’t happen very often, but if it does, the reason could be that:

  • Incorrect details were entered on a switching site.
  • Incorrect meter details were recorded, for example, the wrong MPAN/MPRN information, leading to us taking on your supply.
  • Your registration to switch was cancelled outside of the cooling-off period.

What’s an MPAN/MPRN and why does it matter?

Every energy supplier uses:

  • The Meter Point Administration Number (MPAN) to identify your electricity’s location supply.
  • A Meter Point Reference Number (MPRN) to identify the location of your gas supply.

If these details are recorded incorrectly, the wrong home can be billed for energy. This happen if:

  • You used a switching site and made a mistake when entering your MPAN/MPRN.
  • The incorrect details actually match another home’s MPAN/MPRN.
  • The wrong home will be billed by mistake. And of course, similar mistakes can be made by a field sales agent.

Cancellation outside of cooling-off period

When you register to switch to us, you’re given a 14 day cooling-off period during which you can cancel your registration.

But if you decide to cancel your registration after the cooling-off period has expired, the switch will still go through. If this happens, you have to wait 28 days before you can transfer to another supplier (our usual Terms & Conditions apply).

Need more help?

If you think you’ve been switched to us by mistake, please contact us.