Background
After helping one of our clients switch energy supplier, they later received a £26K invoice from their old supplier to cover “out of contract” charges. Despite the fact that all the paperwork had been completed accurately by Core and our teams had confirmed that the contract was live with the new supplier, the transfer had not been actioned properly by the supplier.
How we helped
Our energy operations team immediately contacted the new supplier and escalated the error to their management. Within days they had confirmed that there had been an error at their end in the account set up process. They agreed to compensate the client for the out of contract rates and register the original contract correctly with immediate effect.
The outcome
Thanks to the diligence of our processes, we were quickly able to demonstrate that the error had been made by the supplier. The fast work of our energy team meant the issue was resolved within days and the client compensated in full. Ultimately our intervention saved the client around £46K in out of contract rates, proving just how important it is to have a good energy broker on your side.
