Moving home and bringing my fixed tariff with me

investo

TLDR; Can energy supplier refuse/cancel my existing fixed tariff when moving home, even if their website says I can bring it across?

Background;

So early July I moved property. Shell Energy supplied my previous property and I was on a fixed tariff that was agreed before prices started going crazy. The tariff was due to end August 2023.

Anyway before I moved I checked Shell’s website and it said I would be able to carry over my existing contract and tariff (which was a major part in deciding to move home with the sky high prices). So before I moved I filled in the home mover online form, give them the dates etc and was told to call back once I’d moved home to ensure I was put back on my ‘old’ tariff.

When I did move home, Scottish Power were the supplier. I contacted them to tell them I was switching and made sure to pay any bills as soon as I got them before the switch. I then called Shell Energy to confirm the switch and ask them to move me on to my old tariff. They asked me for all the details again of my old and new property, when I moved etc (which I thought a bit strange after giving all those details online).

Fast forward a couple weeks, so probably around early August and I hadn’t heard anything from Shell. I called and was informed they had contacted the wrong properties supplier to switch (my new next door neighbour). I’m pretty sure they mistyped something when taking down my details, as my old and new properties have similar door numbers and postcodes.  I checked the online form I’d submitted and the property details were correct.

They apologised and said they’ll be in touch with Scottish Power to take over the supply. A couple weeks later I get an email from Shell saying Scottish Power have raised an objection about the switch. I contacted Scottish Power and they couldn’t provide a reason why they had raised this objection (as I was all paid up and had no debit with them). They advised to get Shell just to re raise the request to switch.

I’ve just been on the phone to Shell to do this. I asked while on the call if once they have took over the supply, they will automatically put me back onto the same tariff I was on originally. I’m concerned because the agent I was speaking to said I may not be able to be put on my old tariff as it’s been so long since I left my previous property! It has been almost 2 months since I moved home, but all the delays in switching energy have been due to the two suppliers.

Am I worrying about nothing? It still says on their website that customers can stay on their existing tariff when moving to a new property. 

QrizB

It's generally at the supplier's discretion, but since Shell have already told you that you can keep your old tariff and since all the delays have been due to their own poor admin I think you've got a good case for complaint if they now say you can't keep it.