Energy switch over 6 weeks ago - no progress :-(

stormCat99

Hi,

Just over 6 weeks ago, I requested a switch of my gas and electricity to Flow Energy, via the Simply Switch comparison site.

I've heard nothing.

I rang Simply Switch last week, they just basically said it's hard luck, as once they hand my details over to the energy provider it's up to them.

What can I do?? I'm sure I recall a change in legislation around energy switching, specifying a maximum timeframe of around a month? But I have googled extensively and can't find it.

Not really sure what to do next.

JSR

Flow Energy send out instant confirmation emails so it sounds like they never received your details from Simply Switch. The only thing you can do is apply again, if there's no cash back involved I'd suggest cutting out the middle man and signing up directly with the supplier. http://www.flowenergy.uk.com/

stormCat99

Hmm right ok. So Simply Switch may be at fault after all then.

Unfortunately there was cashback which I'd rather not forego; so I guess my best option is to apply again via an alternative switching site as surely can't be that unlucky twice.

However, what happens if Simply Switch suddenly jump into action and start my switch, after I've instigated a new switch? I think there is a 2 week cooling off period when switching which is obviously well past time now, so not sure how I stand with that?

Thanks.

cing0

This is a popular failing.
If I was you, I'd drop an email to the new supply chasing progress. When they say they haven't got it, complain. 8 weeks later, bring it to the energy ombudsman and put both firms on the form but the OS will probably not deal with the broker.
In the mean time, switch again, possibly with another switching website.
Alternatively, wait until you have actually switched and then complaint that they delayed the process. You have a year to bring a complain to the energy company and then 9 months after that to bring it to the EO.

Wywth

boots_babe wrote: »

Hi,

Just over 6 weeks ago, I requested a switch of my gas and electricity to Flow Energy, via the Simply Switch comparison site.

I've heard nothing.

I rang Simply Switch last week, they just basically said it's hard luck, as once they hand my details over to the energy provider it's up to them.

What can I do?? I'm sure I recall a change in legislation around energy switching, specifying a maximum timeframe of around a month? But I have googled extensively and can't find it.

Not really sure what to do next.

I would suggest in your instance, you contact the supplier and enquire as to what is happening.

Post again the the outcome if you need more assistance

Poor customer service by the switching site if they didn't offer to do this for you. Afterall, they only get paid if the switch goes ahead.

bellandbottle

I have just posted a new thread about Simply Switch, but should have searched this thread out.

Simply Switch sent a file to Flow Energy with all our names, addresses etc on it. Flow Energy could not read the file, and sent it back.

SS have now amended the file and sent it back today, and we will find out what happens within 10 days. I have been asked to call back to FE late next week if the welcome pack does not hit our doormat.

I tackled SS about the situation because, in my opinion, they should have let us know there was a problem. FE could not do that because they could not read the file.

SS were very defensive about the whole thing - no apology offered.

I am very upset about the whole scenario, and it is dragging MSE into the fray, because they recommend SS.

bellandbottle

I will stick with this thread now that I have found it.

Since I started kicking the tyres of both SS and FE this afternoon, I received an email confirming my move to FE. From the calculation on the email it is clear that both companies have communicated.

I should have been well on the way out of First Utility by now, but that has clearly been delayed.

stormCat99

Thanks bellandbottle, that's really helpful. A shame Simply Switch couldn't have told me that themselves. They should be paying you for keeping their customers updated!

I will call them again tomorrow for an update the, was on the verge of reapplying via someone else tbh.

bellandbottle wrote: »

I have just posted a new thread about Simply Switch, but should have searched this thread out.

Simply Switch sent a file to Flow Energy with all our names, addresses etc on it. Flow Energy could not read the file, and sent it back.

SS have now amended the file and sent it back today, and we will find out what happens within 10 days. I have been asked to call back to FE late next week if the welcome pack does not hit our doormat.

I tackled SS about the situation because, in my opinion, they should have let us know there was a problem. FE could not do that because they could not read the file.

SS were very defensive about the whole thing - no apology offered.

I am very upset about the whole scenario, and it is dragging MSE into the fray, because they recommend SS.

bellandbottle

I am glad to be of help in some way - until the welcome pack hits our doormat, I will still be a little on edge.

How did your enquiry pan out?

stormCat99

So I have been away for the weekend, and come back to a letter from Flow about my switch. Better late than never I suppose, but not very impressed with Simply Switch - especially given the verbal shrug I got from them when I rang to chase :mad:

Well I know not to use them for next time anyway. Fingers crossed both of our switches will actually get under way now.