Updated on 11/07/25 by Chris_OVO:
Hey @Elena Wilson,
Sorry for the issues you’re having,
Usually when you switch suppliers, we’ll receive the information we need from your new supplier and issue a final statement within 6 weeks of your switch date. If you’ve got a credit balance, once the final statement has been issued, this’ll be automatically refunded and be back in your bank account no longer than 10 days after you get the final statement.
What can slow down my switch, and how will delays be resolved?
Most switches go smoothly, without any hiccups. But, occasionally, there might be a delay – and it’s likely to be from one of these things:
1. Your meter readings might take longer than normal to be validated
When you sign up to your new supplier, they’ll ask for your electricity and gas opening readings. They’ll also get your readings checked against the meter readings from us.
These checks are carried out by different companies, which means that when your validated readings are returned to them and your new supplier, they might not come back together. This can lead to a delayed first statement on one of your fuels. And if the figures don’t match, it can lead to a reading dispute.
2. Your meter details or address might be wrong
It might be that they’re missing one of your meter numbers, or haven't got your full address.
3. You might have had an erroneous transfer
They’ll use the national database to find your meter details, so they switch the right person. They should send these to you to check. If you forget and they don't match, they might transfer someone else by mistake. This is called an erroneous transfer. You can find out more about erroneous transfers in our help page.
4. You've built up a debt
If you owe us money, we may reject or block your switch, which will lead to a delay.
You can find out more about the switching process here. If you haven’t had your final bill within 6 weeks, you may be entitled to compensation. You can find out more on the OFGEM website.
Hope this helps.
You’ll find more information on our refund timescales below
