Switching problems
Problems joining or leaving a provider — failed switches, number porting, or being billed by both.
745complaints of this kind in the census
95companies affected
53%graded severe
Where to escalate
- Energy Ombudsman — For gas and electricity suppliers, once the supplier has had 8 weeks or issued a deadlock letter.
- Ofcom-approved ADR (Communications Ombudsman or CISAS) — For broadband, mobile, landline and pay-TV, after 8 weeks or a deadlock letter.
What people actually describe
“I was apparently on the wrong tariff and Octopus hadn't received my”
“trying to keep my current number was a nightmare!”
“transfer became 2-4 weeks no outgoing line ... emergency phone not working!”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| Outfox Energy | 40 | 7% |
| Santander | 17 | 4% |
| Love Energy Savings | 9 | 10% |
| Good Energy | 6 | 14% |
| SaveOnEnergy.com | 5 | 6% |
| OakNorth Bank | 4 | 8% |
| Octopus Energy Germany | 4 | 13% |
| Soho66 | 4 | 8% |
| Vida Savings | 2 | 4% |
Counts depend on how many of each company’s reviews are in the census, so this ranks what we have read, not the whole market. See the full ranking.