The Range :: FAQ's - Energy Saver
General FAQ's
What information do I need to use?
How does the switching process work? What
do I need to do?
What is the best way to make savings?
What payment methods are available?
What is the most accurate way to enter my
current tariff? By spend or usage? Annual
or monthly figures?
How do I find my electricity (MPAN) number? How
do I find my gas (MRPN) number?
Why are the savings featured on your site different from those on another comparison service?
How frequently do you update your website?
Should we expect any price changes in the next coming months? When is the right time to switch?
If I have a complaint or if something goes wrong in the switching process, who do I contact?
How does The Range make money?
What if I change my mind?
Can I switch if I am about to move house?
Are there any reasons why I may not be able to switch?
On the results page, why are some savings in red and some in black on the results page? Does the colour matter?
General Faq's | Supplier Faq's | Tariff Faq's
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What information do I need to use?
You will need: Postcode (as prices vary region to region). If you don't know this yet (if you've just moved house for example), we'll ask for the area you live instead.
Current Supplier name
Tariff name
Current Spend
Your payment method with bank or credit card details if you want to pay by Direct debit or continuous authority
You may also need your gas and / or electricity meter numbers (known as MPRN and MPAN numbers)
You'll need to decide whether to switch both your gas and electricity. For each fuel, we'll ask you to enter your usage either annually or over a quarter or a month. In order to get the most accurate result of cost savings, it is beneficial to have a recent gas and electricity bill to hand. You can, however, also complete the switching service with estimates of your gas and electricity usage/bills.
How does the switching process work? What do I need to do?
It takes approximately five minutes to compare the market and then switch via our service. It then takes 6 - 8 weeks before you are with your new energy supplier.
1) Gather your information
Gather all the information needed. You'll need to decide whether to switch both your gas and electricity. For each fuel, we'll ask you to enter your usage either annually or over a quarter or a month.
2) Choose the best tariff for you
You can select any preferences page or priorities that you may have. You'll also need to choose the payment method you want. For most people, price is the key factor. So if that's your main priority, then ignore all those other preferences and 'calculate now'.
Your best price deal will be shown at the very top of the Results summary screen. If you want to check details of more than one tariff, simply check the box on the right hand side and click 'compare'.
3) Switch
Once you've chosen a new tariff that meets
your needs, simply click on 'Switch now'.
At this stage we'll ask you for various
details including your email address and
bank information (if required). This is so your
new supplier can set up your new account
as smoothly as possible.
4) What happens next?
Within 24 hours: The first thing that will happen is
you will receive a confirmation email from us telling
you about the switch and letting you know what
happens next.
7 - 14 days: Once you receive the email, you'll have 7-14 days in which to change your mind with no penalty. After those two weeks, the process will kick into action.
After this time period, you will be contacted by your new energy supplier. Some suppliers provide you with a Welcome Pack which will include your new Terms and Conditions, a Direct Debit Mandate (if this is the payment option you have selected) and confirmation of the date on which your new service will commence. Other suppliers may just write to you to confirm that your switch is being processed, and follow up with more information as your switch progresses. From then on, your new supplier will be responsible for organising the switch. You will also need to:
Take a meter reading - on the date your new supplier has specified you will take your meter reading/s so that old and new suppliers can amend their records, cancel any Direct Debit arrangements - after paying your final bill from your old supplier you should be sure to cancel any Direct Debit arrangements that you had in place with your bank
Contacting the supplier you are leaving to settle your old bills will speed up the switching process.
6 - 8 weeks: The whole process can take up to 6-8 weeks. Your new supplier will again be in contact with you 1-2 weeks prior to the actual switching date.
What is the best way to make savings?
Many suppliers provide gas and electricity in one tariff, and they can offer additional discounts on this tariff. Our calculator allows you to review these dual-fuel tariffs which may provide better savings. Use our calculator to compare different tariffs to find the best combination for you.
If you are paying by quarterly cash or cheque, there are definitely savings that can be made by managing your account online and paying by direct debit. If you manage your account this way you can also ensure that you receive more accurate bills.
What payment methods are available?
There are different payment methods available.
Our service allows you to select the payment method you would prefer to use. Most of our competitor's sites go through a filtering process, which prompts the user to narrow down the list of available choices. This means that you will not see all the options available to you in your results. When you use our service you can select which method you would like to use, or show all types of payment method.
Direct Debit: Regular payment from your bank account, with amount of payment depending on your monthly energy usage.
Quarterly Cash/Cheque: Payment by cash or cheque each quarter on receipt of your energy bill.
Prepayment: Purchasing of pre-paid credit available to those with prepayment meters only.
Standing Order: A pre-specified regular payment
directly from your bank account based on
your average regular usage.
Variable Quarterly Direct Debit:
Quarterly payment from your bank account,
with the amount of payment depending on
your quarterly energy usage.
Advance Payment monthly: A payment made
in advance of the actual month of usage
based on your average monthly usage.
Advance Payment Quarterly: A payment made
in advance of the actual quarter of usage
based on your average quarterly usage.
Advance Payment 6th monthly: A payment made in advance of the actual 6th monthly period of usage, based on your average 6th monthly period usage.
Advance Payment Yearly: A payment made in advance of the actual year of usage based on your average annual usage.
PC/Telephone banking: Payment via the internet or telephone.
Continuous authority Credit Card: Payment via credit card.
What is the most accurate way to enter my current tariff? By spend or usage? Annual or monthly figures?
We give you the option to enter your usage or spend by month, quarter or annum, but we recommend that you use your annual figures where possible. This is because a quarterly or monthly bill only provides a snapshot of your usage and fluctuates with the seasons, whereas annual figures provide a much more accurate prediction on any potential savings.
For the most accurate result, we recommend that you enter your gas and electricity inputs as USAGE in kWHs, rather than spend, as kWhs do not fluctuate with price changes, unlike your spend.
How do I find my electricity (MPAN) number? How do I find my gas (MRPN) number?
Electricity (MPAN Number)
Your MPAN is the unique identifying number for the electricity meter at your property, commonly referred to as a "Supply Number" or "S" number and can be found on your electricity bill. If you can't locate your "S" number, you should contact your current electricity supplier, who will be able to tell you the number. On your bill, your supply number will normally be depicted with a large "S" and a grid of numbers. All we need is the bottom row of numbers (13 digits) to ensure your switch happens as smoothly as possible.
If more than one MPAN is displayed, please select the relevant MPAN for your property. If you are unsure which MPAN is yours, please check a recent electricity bill.
Gas (MPRN Number)
Your MPRN is the unique identifying number for the gas meter at your property, commonly referred to as an "M" number, and should be printed on a recent gas bill (usually on the first page or the reverse of the first page).
If you can't locate your MPRN, or if you have just moved into your home and do not yet have a gas bill, you can call the Meter Number Helpline on 0870 608 1524.
If more than one MPRN is displayed, please select the relevant MPRN for your property. If you are unsure which MPRN is yours, please check a recent gas bill or call the number above.
Why are the savings featured on your site different from those on another comparison service?
The prices and savings we feature are based on pricing information supplied by
all of the energy suppliers. When comparing other
energy comparison sites you should keep the
following in mind:
Most of our competitors' sites go through a
filtering process, which prompts the user to
narrow down the list of available choices. This
means that you will not see all the options
available to you in your results. The Range Energy
Saver provides you with results that include all
payment options available to you. So it is possible
that whilst you are looking at the same tariff on
another site, the cost will be different because of the
payment method selected.
The Range Energy Saver calculate savings using unit prices exclusive of VAT and then add VAT to the final figure, whereas some other services calculate savings based on prices inclusive of VAT. This can result in small deviations in the final estimated savings, but these are usually very small.
All comparison services give results based on the information we receive from you, so any estimated saving should be taken as a guide rather than a guarantee, since your energy usage is very unlikely to remain the same year after year.
How frequently do you update your website?
The website is updated as and when any listed supplier changes their prices, indeed, the information we provide you is rigorously checked with all of the energy companies whose tariffs we feature.
Another helpful element of the The Range Energy Saver calculator is that if you have saved a quote and then energy prices increase, next time you open the quote, it will automatically update with your new results.
Should we expect any price changes in the next coming months? When is the right time to switch?
Unfortunately it isn't possible to estimate when the next price change will occur. We suggest that you should review your energy supplier on a regular, ongoing basis, similar to shopping around for your car insurance. Because switching is free and simple, there is no reason why you can't switch whenever you can save money.
If I have a complaint or if something goes wrong in the switching process, who do I contact?
Contact the energy company energy company in the first instance. The company should provide guidance on how the complaint will be handled. If the problem still isn't resolved you can contact Consumer Direct the government service for independent consumer advice on how to progress your complaint, by calling 08454 04 05 06 or via www.consumerdirect.gov.uk.
Consumer Direct may send on details of the complaint to the energy supplier and the company will review it in line with its complaint handling standards.
If you remain dissatisfied, you may be able to take your complaint to the new redress schemes. Consumer Direct can provide advice on how you can do this. Energy consumers are able to take their complaint to the Energy Ombudsman eight weeks* after first registering their complaint with the company or after they have received a deadlock letter stating that the company is unable to reach an agreement.
*The eight week time limit applies to the six main energy suppliers who have been members of the voluntary redress scheme - E.ON, EDF Energy, British Gas, npower, Scottish Power and Scottish & Southern. The time limit for energy companies new to the scheme is 12 weeks for the first year after its introduction.
Energy Ombudsman (EO)
The Energy Ombudsman (EO) is an
independent body which resolves out
standing domestic supply disputes in a fair
and consistent manner. The Energy
Ombudsman (EO) is a free service and can
deal with complaints about energy companies
that are involved in providing gas and/or electricity
to your home or small business. This will include
complaints about bills for gas and electricity usage,
energy supplier's sales activity, problems when
changing supplier, issues surrounding power cuts
and connection charges.
All companies involved in providing gas or electricity to domestic or small business consumers must be members of the scheme.
The Ombudsman will consider whether the member company must take any action to put things right for the customer. If the Ombudsman decides to make an award, and it is accepted by the customer, the supplier must keep to the decision.
The Ombudsman may ask the supply company to provide any or all of the following:
A service or some practical action that will benefit the consumer
An apology or explanation
A financial award
When deciding upon an award it is not the Ombudsman's role to punish suppliers and if a financial award is required, this will be the amount the Energy Ombudsman (EO) considers to be the right amount to settle a particular dispute. A maximum limit of £5,000 (including VAT) is placed on the award.
So that the same problem is less likely to happen again, the Ombudsman may also recommend that an energy supplier makes changes to its policies or procedures. If an energy company is unable to resolve a complaint they should issue a deadlock letter which will allow the consumer to take their case to the Ombudsman. A consumer can also approach the Ombudsman if their complaint has not been resolved within 8 weeks (or 12 weeks for companies that have recently joined the scheme).
Contact details for the EO are as follow: Energy Ombudsman, PO Box 966, Warrington WA4 9DF
Tel.: 0845 055 0760, or 01925 530263
Fax: 0845 055 0765, or 01925 530264
Textphone: 0845 051 1513, or 01925 430886
Telephone lines are open Monday to Friday, 9am to 5pm.
Email: enquiries@energy-ombudsman.org.uk
How does The Range make money?
The comparison service you are using has been provided to The Range by Switch with Which?.
Which? has agreements in place with suppliers and receives an administration fee for each new contract switched to via its switching service. The fee covers the administration to enable you to switch directly. These agreements do not affect the impartiality of the tariff comparisons provided on this website.
The Range receive a portion of this administration fee.
What if I change my mind?
If you choose to switch to a supplier using this website, we will send you an
email to confirm that your details are being sent to your new supplier. In many
cases a clear written contract will be sent for you to
sign, but in some cases (e.g. some online tariffs)
it won't, because the energy suppliers can
save money on administration and pass on
the saving through cheaper price tariffs. You
can always call the energy supplier to check
for yourself what will be sent and when, phone
numbers can be found on our site.
You have seven days from the date you receive
the written confirmation to cancel the contract,
or more if the company says so in their
information (Depending on the supplier you have
a 'cooling off period' of between seven and 14
days, just in case you change your mind about
wanting to transfer energy supplier.) When you cancel a contract it is always best to put it in writing and keep a copy of your letter. If you contact the company by telephone, make a note of the conversation and who you spoke to. Once you've agreed a contract, you're bound by its terms and conditions, so read the small print carefully to make sure you understand it and are happy with its terms. You are clearly asked to read and accept the terms and conditions of an energy supplier before you can switch with this service.
Normally, an energy contract is for 28 days. It's a rolling contract that you can cancel at any point, with 28 days warning - your new supplier will take care of this for you. Your new supplier will let your old supplier know you are switching your supplier. Then, four - six weeks later the switch will take place. You will receive a final bill from your old supplier up until the date of the switch.
Some fixed and capped tariffs have cancellation charges. If you are on a fixed or capped plan check your existing terms and conditions for more information. If you don't have these to hand, your current supplier will be able to advise you.
Can I switch if I am about to move house?
Yes you can. You will need to find out who currently supplies the energy in your new home and what the approximate size of annual bills is. The previous owner / tenant or your landlord should have an energy bill they can refer to, but if you can't find out, there is an alternative.
To find out the current gas supplier for a property, call the Meter Number Helpline on 0870 608 1524. To find out the current electricity supplier, you will need to contact the local electricity supplier in this area and contact them direct.
You will need to have the bills transferred into your name in order to switch, as there may be some unpaid bills from the previous homeowner / occupier that will need to be settled.
Are there any reasons why I may not be able to switch?
Most people will be able to change their suppliers. But there are times when changing may not be possible, for example:
1. If you have a fixed-term contract be aware that you may be charged a fee if you try to switch during the term, but this is relatively uncommon. Most customers have rolling 30 day contracts and should be able to switch supplier at any time without paying a penalty.
2. You rent your home and are supplied gas and electricity though a meter owned by your landlord. You pay the landlord directly for energy who then pays the energy supplier.
3. You rent and your lease specifies that you cannot change the suppliers.
4. The switch may be delayed if you have outstanding bills with your old supplier.
5. You can switch with a prepayment meter but only to another prepayment tariff. If you want to switch to another payment method, then you will need to speak to your current supplier and ask for a new meter to be installed at your home.
6. A few kinds of meters may be a problem (for example, 3 rate meters, or meters that work by 'dynamic teleswitching', or even properties where there are multiple meters on the premises - for example, when several flats are knocked into one), however, these are rare.
On the results page, why are some
savings in red and some in black
on the results page?
Savings figures shown in black indicate how
much we think you could save, while figures
in red show how much more you would have to
pay, if you were to sign up to that energy
supplier. Sometimes customers choose to switch
to more expensive energy suppliers if they fulfil
other more important criteria for them, such as
being 'green' or offering benefits like Air Miles
or Loyalty Points.
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The Range (CDS Superstores Ltd) Tamar House, Thornbury Road, Estover, Plymouth, Devon PL6 7PT Company Registration No: 2699203
