Your Supplier Blocked Your Switch: Force It Through

When Can a Supplier Block a Switch?

Ofgem rules are strict: suppliers can only block a switch for three valid reasons. First, if you have unpaid debt on the account that is more than two months old. Second, if they are investigating a back-billing claim and need information from you. Third, if the new supplier provided incorrect data (erroneous transfer). Any other block is unlawful and you can escalate to Ofgem immediately.

The 15 Working Day Switch Guarantee

Under the Switching Erroneous Transfer Customer Charter, once the switch process begins, completion must happen within 15 working days. If your supplier delays beyond this without valid reason, they are breaching their license. If 15 working days pass and the switch is incomplete due to your supplier's action, you can demand it be unblocked and escalate to Ofgem.

Legitimate Reasons for Blocking

Outstanding Debt (More Than 2 Months Old)

If you owe more than two months of unpaid bills, the supplier can block the switch. However, if you pay the debt or set up a payment plan, the block must be lifted immediately. Request written confirmation that the debt is resolved and the block removed.

Back-Billing Investigation

If the supplier is investigating a potential back-billing claim (e.g. meter under-reading), they can temporarily block the switch while gathering evidence. However, this block must not exceed 30 days. If the investigation takes longer, they must allow the switch and resolve the back-billing separately.

Erroneous Transfer by New Supplier

If the new supplier gave incorrect account details (wrong meter number, name mismatch), the old supplier can reject the switch. This is legitimate but rare. The new supplier should correct the data and resubmit. Confirm with the new supplier that the data is correct before escalating.

Step-by-Step: Challenge an Illegal Block

1. Request written reason: Write to your supplier demanding they explain in writing why the switch is blocked. They must cite one of the three valid reasons and provide evidence.
2. Check if the reason is valid: If they claim debt, verify the amount and timeline. If older than 2 months and you can pay or arrange payment, demand the block be lifted. If they claim investigation, ask how long it will take.
3. Verify new supplier data: Contact your new supplier and confirm all account details are correct (meter number, address, name). If data is wrong, they can correct it and resubmit the switch.
4. Send formal dispute: Write to the old supplier stating: (1) the block is unjustified under SLC 14A, (2) the reason they gave is not valid or (3) the block exceeds the reasonable timeframe, and (4) you demand the switch be unblocked within 5 working days.
5. Contact new supplier: Inform the new supplier of the block. They may be able to escalate on your behalf or request Ofgem intervention.
6. Escalate to Ofgem: If the block is not lifted within 5 working days, file a complaint with Ofgem citing SLC 14A and the Switching Charter. Ofgem can force the switch through immediately.

Compensation for Blocked Switches

If your switch is illegally blocked, you can claim compensation for: (1) the financial loss from staying on a more expensive tariff, (2) the inconvenience and distress of the delay, and (3) costs incurred (e.g. exit fees paid). Ofgem expects suppliers to pay 50-150 pounds compensation for unjustified blocks. Calculate the tariff difference and request compensation.

When to Escalate to Ofgem or Citizens Advice

If the supplier refuses to justify the block in writing, or the justification is clearly invalid, escalate immediately to Ofgem. Do not wait the full 5 working days if the supplier is clearly acting in bad faith. Ofgem takes switching rights seriously and can intervene quickly. Citizens Advice can also help draft a complaint.