Sometimes a property gets switched to a new energy supplier by mistake. This is known as an erroneous transfer (ET), and it can happen to any business — whether you've been incorrectly moved away from UrbanChain, or incorrectly moved to us without your consent. Either way, we're here to help get it sorted.
What is an erroneous transfer?
An erroneous transfer happens when a meter point is transferred to a new supplier without the customer's knowledge or consent. It's an industry-wide issue and can affect any business premises.
How do erroneous transfers happen?
ETs can occur for a number of reasons, including:
- A supplier initiating a transfer using incorrect meter details, such as the wrong MPAN (Meter Point Administration Number)
- A new tenant or occupier at a premises inadvertently triggering a switch that affects your supply
- A data error in industry systems that causes your meter to be linked to the wrong account or supplier
- A third party, such as a broker or energy consultant, submitting a transfer without proper authorisation
What to do if you think you've been erroneously transferred
The first step is always to contact us. Once we understand your situation, we'll advise on the best course of action. In some cases we can help to resolve the issue directly, but depending on the circumstances we may also need you to contact the other supplier involved.
What happens next?
Once an ET is confirmed, we'll work to get your supply returned to the correct position as quickly as possible. This typically involves:
- Raising a formal ET objection or re-transfer request through industry processes
- Reviewing any invoices raised during the affected period to ensure billing is accurate
- Coordinating with the other supplier where necessary to resolve the transfer
We'll keep you updated throughout the process and let you know if there's anything further we need from you.
Will I be billed during an erroneous transfer?
This depends on the specifics of your situation. As a general principle, you should not be left out of pocket as a result of an erroneous transfer — any charges raised in error will be reviewed and corrected. If you have received invoices from another supplier during the period of the ET, please let us know and we will help clarify what you are and aren't liable for.