Switching problems
Problems joining or leaving a provider — failed switches, number porting, or being billed by both.
1,131complaints of this kind in the census
107companies affected
55%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
“they cannot transfer me to a 12 month direct debit until I produce the last 12 months statements”
“service was to start on 11/21/26 and instead had 11/11/26 start date so I had to call old company”
“took over a switch from my current supplier after being cancelled left me without electric for around 7 hours”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| Santander | 62 | 6% |
| Outfox Energy | 47 | 7% |
| SaveOnEnergy.com | 12 | 10% |
| Love Energy Savings | 10 | 10% |
| Enstroga UK | 8 | 14% |
| Good Energy | 6 | 13% |
| Soho66 | 4 | 8% |
| Gatby | 4 | 7% |
| Octopus Energy Germany | 4 | 12% |
| Constellation | 4 | 11% |
| Vida Savings | 3 | 5% |
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.