What do you need a hand with?
Most questions fall into one of three buckets: something went wrong with a switch, you want to know what we do with your data, or you just want to talk to a person. All three are below.
A switch has gone wrong
Blocked, delayed, objected to, or moved to a supplier you never chose. There is an answer for each, and most are fixable in a phone call.
Problems switching →I want to understand the process
What happens between clicking "get a quote" and your supply actually moving, and what we do and do not do on your behalf.
How it works →I'm not ready to switch
Tell us when your contract ends and we will come back to you a few months before, while you still have options.
Set a reminder →The questions we get most
- Our old supplier is blocking the switch over money we owe
- We are still inside our fixed term - can we do anything now?
- We have been switched to a supplier we never agreed to
- The switch is taking weeks, not days
- Where do I find my MPAN or MPRN?
- Are we a micro business, and does it matter?
- What is our broker actually being paid?
- Why were we handed to a person instead of getting a quote?
Your data
- Who holds it
- Focus Assured Limited is the data controller for everything you give us through this service, whichever brand you arrived through. Your contract, if you take one, is with Focus Assured.
- What Craft Bakers Association sees
- Craft Bakers Association can see which member businesses have registered and when their contracts are up. They do not see your email address, your consumption, or your prices.
- What a Letter of Authority allows
- It lets us ask the industry and suppliers questions on your behalf - pull your meter details and request prices. It does not let us switch you, sign anything, or commit you to anything.
- Stopping
- Ask us to delete your details at any time and we will. If you have taken a contract we have to keep the records that relate to it, but nothing beyond that.
Talk to someone
Some supplies genuinely need a person: half-hourly meters, sites with several meters, unusual meter configurations, or a switch that has already gone wrong. If that is you, do not fight the form.
Email hello@focusassured.com with your business name and postcode, and if you have it, your MPAN. Those three things let us find your supply before we call you back, which usually saves a conversation.
If we cannot sort it out
Complain to us first and we will take it seriously. If you are unhappy with how we handle it and you are a micro business - broadly fewer than 10 staff and no more than £2 million turnover - you can take an unresolved complaint to the Energy Ombudsman free of charge after eight weeks, or sooner if we send you a deadlock letter. Their decision binds us.