Hi Neal – thanks for your feedback, and sorry you've had a confusing experience!
We've investigated your switch, and it looks like your switch to Budget Energy was completed on 03/01/25, but there also seems to be another switch to SSE on 10/02/25.
Could you confirm who your current supplier is and who you’d like to be with going forward? It looks like having two switches close together might have caused a bit of mix-up with the process.
Thank you for your patience!
“Very unreliable service. You emailed me to say switch would go ahead as planned but it never happened, leaving me on an extortionate rate with my old supplier.”
Hi Ruth – we’re sorry to hear about the frustration you’ve experienced.
We’d like to assure you that we sent all the necessary details to the supplier on time and received confirmation that they had received them. However, we’re sorry that the switch didn’t go ahead as planned, and we can completely understand how this has left you in a difficult position with your previous supplier.
If there’s anything further we can do to assist or if you’d like to discuss the matter in more detail, please don’t hesitate to reach out at hello@powertoswitch.co.uk. We appreciate your feedback and will continue working to improve our service.
“Completed information to switch electricity provider. Didn't hear anything as the details were not passed over to the provider. Provider rang me 6weeks later to see if I still wished to switch, which I declined as I wished to niw switch to someone else. I switched elsewhere but the original provider decided to go ahead and try and switch me also, causing an whole handling. Very poor service all round.”
Hi Sean – thank you for your feedback. We’re sorry to hear about your experience and understand how frustrating this must have been.
We investigated your switch and found that your supplier confirmed that they received your details at the time of your switch request. We know how important a smooth switching process is, though, so it’s disappointing to hear that things didn’t go as expected for you.
If there’s anything we can do to help, please don’t hesitate to reach out. We really appreciate your feedback and will use it to keep improving our service.
“The power to switch online experience was simple and it gave us a success email, but when we contacted the provider directly they had no successful account details of ours and told us that the switchover system often has issues. They fixed it on their side there and then, so it wasn't that big of an issue, but it does make this switch functionality pointless. And it's bad if we are told it's successfull but then it has failed on the first hurdle with no followup with the client.”
Hi Cahir – we're glad to hear the process was simple, but we're sorry to learn that the switch did not go as smoothly as expected. We can confirm that P2S successfully submitted your switch details and received confirmation that the request was processed. However, we understand how frustrating it must have been to find that your provider had no record of your account details.
We take this kind of feedback seriously and will review this to see how we can improve follow-up communication and ensure a smoother experience in the future. If you have any further concerns, please don’t hesitate to reach out – we’re happy to help.
Hi Stephen – we’re very sorry to hear that your switching experience didn’t meet expectations.
Upon investigating your case, we found that you completed two switch forms on the same day to different suppliers. Unfortunately, this caused an error when the switch was processed with NIE. To resolve this, you’ll need to resubmit a switch for one supplier so the process can complete successfully.
We apologise sincerely for the inconvenience caused. If you need any assistance with resubmitting the switch or have any other concerns, please don’t hesitate to contact us at hello@powertoswitch.co.uk. We’re here to help in any way we can.
“Request to new provider went through as direct debit and not keypad. This was not picked up by new provider until I contacted them. I was advised that the issue was due to Power to Switch, causing a delay in switching provider”
Hi there – we’re truly sorry to hear that your switching experience did not meet the high standards we strive for.
Upon investigating your case, we found an error occurred with the Tariff ID and associated payment method. The switch was for a new supplier just added to our platform so we had to make a few adjustments to make sure all is working smoothly. This mistake was on our part, and we sincerely apologise for the inconvenience it caused. We are glad to hear the switch completed, albeit with a delay.
If there’s anything further we can do to assist, please don’t hesitate to reach out to us at hello@powertoswitch.co.uk. We’d be more than happy to help.
Thank you for bringing this to our attention, and we appreciate your understanding.
Many thanks,
Power to Switch
Hi Charlie, we're so sorry you didn't have the switching experience we pride ourselves on. We checked your switch record and can confirm it was processed to your new supplier as expected on 1st April. It appears this was missed by your new supplier as when we queried the status of your switch they reviewed their system and found the missing application. If you have any further issues, please contact hello@powertoswitch.co.uk.
Hi Douglas, we're so sorry you didn't have the switching experience we pride ourselves on. Typically, the switching process takes 21 days, which allows for a 14 day cooling off period, in which you can cancel your switch at no charge. We checked your switch record and can confirm it was processed to your new supplier as expected on 2nd April. We have a 'sent and confirmed' status returned so there was no issue with the details provided. It appears this was missed by your new supplier as when we queried the status of your switch they reviewed their system and found the missing application. If you have any further difficulties, please get in contact at hello@powertoswitch.co.uk.
“I cannot write a positive review as I’m still being charged by SSE and have had no word from Firmus about the switch and opening a new account. Very slow progress if any.”
Hi there – we're really sorry to hear you haven't had the switching experience that we pride ourselves on. We're currently investigating this case and will get back to you about it as soon as we know more. What are best contact details to reach you?
“I switched Electricity provider with Power to Switch as I was coming to the end of my contract with SSE. The application didn't ask me to specify a date on which I would like to swap, so I assumed this would sorted out between the Electricity providers. But Budget Energy took over 4 days before my contract with SSE expired, so I was charged with an early contract exit fee. Power to switch should clarify that you should always wait until your contract has expired before completing the application.”
Hi Sam—we're sorry to hear your switching experience was not what you expected. We do try to ensure people are aware of what they can do to avoid any exit fees and to make sure the switch proceeds smoothly. We suggest checking the terms and conditions of their current contract as to whether an exit fee would be applied prior to switching with us. You can find this in both our FAQs and in our blog (https://powertoswitch.co.uk/exit-fees-and-when-do-they-apply/). In this article we advise that to avoid exit fees you should "wait until you’re out of your initial contract term with the supplier and then you’ll be able to switch suppliers without worry of being hit with an exit fee".
We appreciate the feedback and it will be used to improve the customer experience when using our site. We will examine how to present information on when an exit fee may apply as part of the comparison process. We understand people may not always review our FAQ's or switching guide so this may help make this information clearer and more prominent.
“You did not do the switch I did!! After I filled in online form I rang new company and they had not received a request from you to change so I did it myself. I have already sent you an email about this, so I don't know why you have sent did this one when you did nothing!!”
Hi Asheligh, we're so sorry to hear that you had trouble with your switch. We communicated with you via email and telephone and we'd love to discuss this further with you, if you can contact us at hello@powertoswitch.co.uk.
Hi Leann, we're sorry to hear that you did not have the switching experience we pride ourselves on. Currently, we do not have a record of you contacting us about this problem, and so unfortunately we were unaware there had been an issue with the process. We'd love to discuss this with you, if you can contact us at hello@powertoswitch.co.uk.
