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.

Our Promise

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 us.

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.

Step 1

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 below:

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 Form.
  • 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 date.

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 attached.

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

5th Floor,

Lloyds Chambers,

1 Portsoken Street,

London

E1 8BT

 

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.

Step 2

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:

Telephone:
0845 055 0760 or 01925 530263
Fax:
0845 055 0765 or 01925 530264
Textphone:
18001 0845 0511513 or 18001 01925 430886
Email:
enquiries@energy-ombudsman.org.uk

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 you.





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Make it Cheaper Financial Services Limited. Registered in England & Wales Registered No: 07548195

Registered company address: Aston House, Cornwall Avenue London N3 1LF

Make it Cheaper Financial Service Ltd is authorised and Regulated by the Financial Conduct Authority.

©Make It Cheaper Ltd 2013

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