I've called the supplier and it knows nothing about the switch

This doesn't mean your switch isn't in progress! More and more we're finding that suppliers' call centres don't have up-to-date information about switches (or they say they don't).

So if you've called the new supplier and it doesn't know about the switch, don't worry too much. Wait a few days, and you should receive confirmation of the switch in the post. Don't switch over the phone directly with the supplier – if you do, you'll miss out on any cashback you were eligible for.

If it's been over 14 days since you switched and the supplier still has no record, drop us an email to energyclub@moneysavingexpert.com and the team will escalate this for you.