Where we explore communication and key messages between PCWs, Suppliers and Consumers
The communications received by the Consumer throughout their journey with the sales process should be consistent, concise, and accurate to maintain consumer confidence.
The Forum identified specific touchpoints along the switching journey where there was a risk of key information being communicated to Consumers in an inconsistent or inaccurate way. We have provided the agreed minimum information that should be delivered surrounding these topics to ensure all Consumers have access to the same information regardless of the sales journey chosen.
Next Steps Your new Supplier will be in contact with you shortly to confirm your switch and provide you with a welcome pack/letter, which will include the full Terms and Conditions.
Speed of Switch Your new Supplier will advise you of your switch date, this is normally no later than five working days from the point they have all of the information required to progress your switch.
Cooling Off You have the right to change your mind, information provided by your new Supplier will detail what your statutory cooling-off rights are.
Unpaid Debt Should you have any outstanding charges with your current Supplier, this may impact the progress of your switch.
Provision of an opening meter reading Your new Supplier may require you to take a meter reading on, or close to, the day of your switch.
Collection of vulnerability/PSR information Any information provided will be passed onto your new Supplier, who may subsequently require further information from you.