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Erroneous transfers (switching by mistake)

If you are incorrectly switched to us without your consent, we will pay you £30. If we don’t resolve the incorrect switch as set out below, we will pay you an additional £30. If you, or your energy supplier, get in touch with us to let us know your energy supply has incorrectly switched to, or away from us, without your consent then we will agree with the other supplier involved whether or not the transfer is incorrect within 20 working days.

If the switch is incorrect

  • We will provide you with written confirmation (a letter or email) that your supply will be switched correctly, for example you’ll either stay with your chosen supplier, or you’ll be transferred back to your chosen supplier.

  • If you’ve been switched away from Bulb, we’ll switch you back to us within 21 days of confirming the incorrect switch with the other supplier involved.

  • We will pay you £30.

If the switch is correct

We will provide you with written confirmation (a letter or email) of our result.

Find out more about erroneous transfers and why they happen.

Delays to your switch

If you’ve signed up to join Bulb, we must switch you over to us within 15 working days of getting all the correct information about your switch. If we don’t do this, we’ll pay you £30.

Sending your final bill

If you’ve closed your account with us, for example by switching to another supplier, or by letting us know you’re no longer responsible for the property, then we will send your final bill within 6 weeks of your account closing. If we don’t do this, we’ll pay you £30.

Refunding your final credit balance

If you’ve decided to switch to another supplier and you still have outstanding credit in your account after paying your final bill, then we’ll refund this credit balance to you within 10 working days. If we don’t do this, we’ll pay you £30.

Engineering appointments

If you contact us to book a visit from an engineer, we will use an engineer from one of our partner companies to carry out this work – for example, replacing your meter.

We will always:

  • give you an appointment slot within working hours that isn’t more than 4 hours long.

  • make sure the engineer has the right equipment and skills to carry out the work If the engineer arrives and doesn’t have the right skills or equipment to complete the work, we will pay you £30.

If we need to rearrange the appointment - for example, to make sure we have enough engineers available for emergency jobs on that day - then we will give you at least 1 working day’s notice of the change, unless you give us written consent that you’re happy with less than one working day’s notice. If we don’t give you enough notice, we’ll pay you £30.

Faulty credit meters

An example of a 'credit meter' is one where you pay monthly, by Direct Debit.

If you tell us your credit meter might be faulty (for example running too fast), or if you give us information (for example meter readings) that could indicate your meter is inaccurate, then:

  • We will check your meter within 5 working days. We might also check your readings against the readings we would expect from your meter, ask you some questions about your usage or any new appliances, or ask you to carry out a simple home test.

  • If we agree your meter is faulty, we will take appropriate action to fix it within 5 working days. This might involve sending an engineer to your property, or, if your meter is smart, fixing it remotely.

  • We’ll also offer to confirm the results of our initial check and any recommended next steps in writing (for example, by email), within 5 working days of you telling us about the problem.

If we don’t do any of the steps listed above, we’ll pay you £30.

Find out more about reporting a faulty or inaccurate meter.

Faulty top-up (prepayment) meters

If you get in touch to let us know that you think your meter might be inaccurate (for example, running too fast), or if you give us information that could indicate your meter is faulty, then:

If you have no power or gas we will either:

  • Get your power or gas back on remotely, for example, by giving you a top-up code to collect at a shop.

  • Send a meter engineer to get your power or gas back on.

We will do this with 3 hours on a working day, or 4 hours on a non-working day.

If you still have power and/or gas:

  • We will help you to check your meter within 5 working days. We might check your readings against the readings we would expect from your meter, ask you some questions about your usage or any new appliances, or ask you to carry out a simple home test.

  • If we agree your meter is faulty, we will take appropriate action to fix it within 5 working days. This might involve sending an engineer to your property, or, if your meter is smart, fixing it remotely.

  • We’ll also offer to confirm the results of our initial check and any recommended next steps in writing (for example, by email), within 5 working days of you telling us about the problem.

If we don’t do the above, we’ll pay you £30.

Regional electricity and gas network outages

If your electricity or gas network operator carries out work that leaves you without power for an extended period of time, they may need to pay you compensation. Sometimes, we might need to pay this compensation to you on their behalf. We will pay this within 10 working days. If we don’t do this, we’ll pay you £30.

You can look up your network operator by postcode.

Paying compensation

If any of the above situations apply to you, then we pay you £30 within 10 working days. If we don’t make the payment within 10 working days, we’ll pay you another £30.