Make It Cheaper Switching Issue Claims Process
This guide can be downloaded in a printable format here. You can
download the Switching Issues Form here.
If you have a problem we want to help you fix it! However, we do
need a little help from you so that we can do a good job and put a
smile back on your face.
If you feel that we did not handle your issue in the right way
or the end result was not what you expected you may be able to go
direct to Consumer Direct (funded by the Office of Fair Trading).
However, we would like to see if we can help first.
Your views are very important to us. If we do not deliver the
standard of service you expect, or if we make a mistake we would
like to know. We will investigate the situation and set about
putting it right as quickly as we can, if we can. We don't want to
make the same mistake again so your feedback is very important to
We hope you don't have to progress beyond the first step.
However, we wish to give you every opportunity to present your case
where you remain unsatisfied.
Contact us on our Customer Services number 0800 158 5263 and
provide us with the details of your switching issue. Where
possible, we will try to give you an answer there and then (Stage
1). If not, we will take full details and respond to you within 5
working days with a "Response Stage (2-4)" which are dealt with
- Stage 1:
- immediate response - we can advise you there and then as we
have all the information required at the time of your call.
- Stage 2:
- requires further clarification either from you or from the
supplier concerned - will take a further 48 hours.
- Stage 3:
- more investigation required due to possible complaint - you
will be asked to fill in the Switching Issues Form so that we have further
info from you to progress.
- Stage 4:
- Claim request - you will be asked to fill in the Claim Request
- Claims for un-transferred supplies to new supplier should be
submitted within 3 months after the proposed supply start date
- Claims for delay of transfer, where the supply has been
successfully transferred, must be made within 3 months of the LIVE
For Stage 3 & Stage 4
As we need all the appropriate supporting information,
complaints/claims are unable to be fully investigated if the Switching Issues Form and supporting
information / evidence have been not been completed or
Evidence will include:
- Signed Letter of Authority so we can deal with some issues
direct with the supplier
- Detailed description of claim to include value of claim,
relevant dates and advisors spoken to
- Copy invoices
- Detailed accounts of evidence of loss or delay
- Copy letters (i.e. termination letters) & evidence of
documents received either by us or Supplier
Please send all claim forms to CustomerService@makeitcheaper.com
or send via post to:
Make It Cheaper
FAO: Issue Resolution
1 Portsoken Street,
Make It Cheaper will take into account any findings from both
the evidence provided by you and from the Supplier concerned. We
would normally provide a full response to claims within 30 days of
receiving them, so please allow us this time to investigate before
contacting us again.
Our aim is to resolve all concerns internally. However, if you
are not satisfied with our final response, or if we have not got
back to you within the time frame above you have every right to go
to Consumer Direct http://www.consumerdirect.gov.uk/ - direct dial
08454 040506 or if you feel that you require further assistance
contact the Energy Ombudsman:
- 0845 055 0760 or 01925 530263
- 0845 055 0765 or 01925 530264
- 18001 0845 0511513 or 18001 01925 430886
N.B Once a complaint has been logged with the ombudsman we are
not able to answer or deal with the query as this will be out of
our hands. We hope this does not happen as we value you as our
customer and want to help fix any issues you may have. Thank