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  • FIRST POST
    Freezing
    Warning re 24/7 Home Rescue
    • #1
    • 26th Dec 14, 10:26 PM
    Warning re 24/7 Home Rescue 26th Dec 14 at 10:26 PM
    Dear all

    I just wanted to give some feed back on the terrible service we have had this Christmas from 24/7 Home Rescue.

    Firstly, they are not 24/7 - whist you can make a claim with the engineering company they outsource their work to, you can't actually speak to them directly because they are closed until 5 January 2015! Which company in this day and age is closed for this long without someone being available to contact, especially when the say they are 24/7? I have asked the online "webchat" machine wether they have an emergency number they can contact and all I got was an evasive answer to the effect of "someone will call you soon" presumably when they re-open on 5 January!

    Long and short of the story is that we had problems with our boiler. They sent out someone to look at it. This engineer reset the boiler and went on his way. The problems persisted and 24/7 have not sent someone to look at the boiler again as they think the problem is a pressure issue. How would they know this without even looking at the boiler after the problems persisted? Any way, it's a fault with the boiler itself but they won't send anyone out to have a look at it. The boiler has broken down again and when I called the third party engineering line we were told there was a note on the system not to send an engineer out until the dispute was investigated. Problem is, they are closed over Christmas and there is no one we can speak to.

    If there was an issue which was genuinely not covered the policy then fine, we would get it fixed. But they they allegedly fixed our boiler then when the problems persisted they said it was a problem with the pressure without even looking at the boiler. Also, pressure isn't specifically excluded from the terms of their service.

    I have used both British Gas and Homeserve before and for all their faults, at least you can speak to a person at the company over Christmas. Out of Homeserve and British Gas, I would say Homeserve were the best so will be going back to them.

    I am sorry to say that these smaller independent companies really don't provide the same level of service.

    Sorry for the rant but I was most disappointed to hear the company left us without cover over Christmas.

    We've got the electric heaters on for now!
Page 9
    • Jaykay0409
    • By Jaykay0409 15th Nov 17, 12:33 PM
    • 2 Posts
    • 2 Thanks
    Jaykay0409
    24/7 again! Taking payments after contract has ended!
    You did right Hoopylass! Had I seen all the negative reviews before I took out a contract with 24/7, I wouldn’t have touched them with a barge pole.

    Can I also add that if any of you are about to cancel your contract, you make sure you cancel your DD to them straight away and then send a message to your bank to make sure it isn’t reinstated. I failed to do so in April, when I cancelled my contract, and then in July they started taking payments again – I didn’t notice until after the August payment.

    I’ve called them numerous times, emailed their Complaints dept, who are now just ignoring me, and also put a negative review on Trustpilot. They asked Trustpilot to take it down but I proved that my complaint was valid (I documented all contact I’ve had with them) and the review was reinstated BUT, as we all know, bad reviews go to the back of the queue and all anyone sees are the positive ones.

    How do these companies get away without being regulated in some way?!
    • Andorin
    • By Andorin 16th Nov 17, 1:20 PM
    • 5 Posts
    • 2 Thanks
    Andorin
    Would be great if people also filed complaints about TrustPilot with the Advertising Standards Agency. TrustPilot's behaviour is beyond belief, utterly disgraceful.
    • AngelaSteel
    • By AngelaSteel 20th Nov 17, 1:07 PM
    • 1 Posts
    • 1 Thanks
    AngelaSteel
    Do not use 247 Home rescue
    247 Rescue offer the worse service I have ever come across, a complete con do not use. They are very happy to take your direct debit each month but it takes months to have a service engineer visit. Fault, breakdown visits are quicker but on any boiler over 10 years they will just cancel a contract and say it is uneconomical to fix or they may say for a £300 charge they can get an engineer out from the boiler company. The charges are more than you would normally expect for the parts replaced in my experience. The company do not offer any piece of mind as no fault I have reported has been fixed without paying the extra £300. Use this company only if you have a new boiler unlikely to need cover or if you don't mind waiting two months for a service and do expect a 50% price rise after the first years' introductory offers expire. Don't expect a refund for bad service either. Having cancelled a policy, I am covered in theory for the next month but interestingly no engineers are available for two months, and they will not refund for time they are unable to cover. Customer service was polite but ineffectual. Wish I'd seen other reviews on this thread before taking out an agreement, will be interesting to see if the trust pilot review holds.
    • EDDIE 1943
    • By EDDIE 1943 20th Nov 17, 3:10 PM
    • 1 Posts
    • 1 Thanks
    EDDIE 1943
    Warning re 24/7 Home Rescue
    Changed to this company, promising the world, never in a million years would I ever use them again
    just ripoff merchants, wanting to charge £75-00 to come out when its supposed to be free, then when they did come out the first words come out of the engineers mouth was oh god oh god there's some damp on the electric circuit board , never mind will get the hair dryer out to dry it up, then discovers a little pipe where the water is coming out from, then said you will need a replacement valve and will order it and come back Monday 20-11-17 all weekend with no heating or hot water and the weather down to minus 1, On the Monday 20-11-17 gets a phone from the service dept saying the engineer that came on the Saturday that recommended to replace the valve is now saying the boiler needs replacing, and they want someone from Worchester/Bosch to come and see it if we make a contribution of £280, what are we paying a monthly payment to this company, it the biggest scam ever known Do not use this company I am going to contact the Trading Standards about this company , all the information they give you to sign up is totally FALSE.
    SO PEOPLE BEWARE DO NOT USE THIS COMPANY
    From 2 pensioners 75/72 years old and we are still in the cold if swearing was allowed i certainly would
    • aamir177
    • By aamir177 22nd Nov 17, 4:55 PM
    • 1 Posts
    • 1 Thanks
    aamir177
    Con Company!!
    How are they 24/7???? I have my full contract in front of me and they are refusing to follow any of it through, they continuously give me excuses and refuse to deal with my problem. I have an issue with the hot water as it does not run correctly, i have contacted customer service and was greeted by the same woman again and again. It MUST been a dodgy company with such a short amount of staff as the same woman would keep refusing to help me. She clearly did not know anything and was utterly useless. I recommend everyone else to AVOID this company completely as they are nothing but shams and cons .
    • johnbhoy
    • By johnbhoy 22nd Nov 17, 8:42 PM
    • 34 Posts
    • 3 Thanks
    johnbhoy
    Would rate these MINUS 5 star
    Well if I could rate this 0 star I would, this company is not worth the 1 star I have to give.
    First of all a month or so ago I received an email offering 2 free months insurance FREE, So replied back to accept, well my 12 month policy finishes now, so was expecting my 2 Free months to continue, checked my bank account and they have took another payment out of my account, so 3 days ago I rung there customer service, When I asked why another payment was taken they informed me it was a auto renewal, as I received renewal policy details it went from £16 to £24 so thought am not paying that, I normally change insurance every year as you are aware there is no loyalty staying with same company, so if it was a auto renewal why was it still £16 they could not answer, when I informed them I had 2 FREE months extra cover they told me it was for my car, I said no I had been sent email for boiler they had no records of it, so after phone call I sent screenshot of email of confirmation, I sent it to a kalebh AT 247homerescue.co.uk but he is now completely ignoring my emails. Now the last 3 days I have been trying to get through to customer service, 20, 30, 45 mins on hold to get through at the third time spoke to this Kalebh and and queried the money taken out he could not find nothing re 2 FREE months, as I had not sent email with proof (until after we ended phone call) I instructed him clearly to cancel policy when it ran out on the 24th of November as I was paying for extra month, and asked him to send me confirmation immediately well 5 mins after phone call I got email stating he had now cancelled policy completely, so phone calls are ‘recorded’ so hopefully trading standards will demand to listen to them, when I hung up and found email I sent it to him at his personal email address and received nothing back, ad it was proof I was entitled to 2 extra FREE months cover, and I wanted the refund £16 paid back to me. So overall the telephone scam of on hold for near 3 hours over the last 3 days has finally persuaded me NEVER to renew with this company, when I first told them I was leaving because of the price shooting up from £16 to £24 he told me he would reduce it for me but I have wasted my dinner breaks the last 3 days trying to speak to these but it was so frustrating waiting, when I first spoke to Customer service they could not explain why extra payment was taken from my account and could not authorise cancelling my policy, hence them putting me through to wait on hold 20, 30, 45 minute wait. So in my messages I stated if I get no reply back by Monday will instruct my bank to refund money back and will be in touch with my local trading standards.
    Oh and the free boiler service I received, the engineer advised me (scare mongering tactics) to get a carbon monoxide gadget, which he had in his van for a nice little earner, I obviously declined, and will now get my boiler checked properly as am not sure if anything was adjusted when he serviced my boiler, overall this company is WORSE than 1 Star, shocking customer service and even worst trying to get through to there cancellation dept. stay clear I WILL NEVER EVER RENEW WITH THIS LOT EVER AGAIN
    Another addition to this saga, I received in June an email from 247homerescue, regards extra 2 free months for car breakdown, I presumed it was with my current insurer, and accepted it as with the boiler scam, was checking bits of paperwork at home, and I found my breakdown cover who I was with ‘Rescue My Car’ so checked my statement and realised that I had no previous breakdown cover with 247 but as I had boiler cover, they scammed me by sending out email for 2 free months, after the 2 free months because they had my bank details they started to take monthly payments out and checking bank details I just rung them up, got through to someone explained I did not need breakdown as I already had it, as the offer was a extra 2 months I presumed as stated it was from my current reputable breakdown cover, but as it turned out 247 were using my details from boiler cover, chap on the phone said he would cancel it at 1110am this morning when I rung, and send me confirmation email via email within 10 mins....’I’m doing it now’ he stated, asked him for his name for ref, he said it will be on the email, I asked again he again stated it would be on the email, I then asked the THIRD time, saying are you refusing to give me your name, he then said his name was KALEB.....the same person who I referred to in earlier details of this message. I had sent email to KALEB regards cancelling boiler cover on Friday...I actually sent it 30 odd times, he replied back wasn’t happy I resent same message, I told him I wanted clarification as his wording was not clear in previous message, he never did reply back, hence why he never replied back today after our phone (these calls may be recorded) call at 1110am. Just rung them back again at 1316hr and spoke to a nice lady Hannah told her what has happened and never got confirmation from KALEB, he was on his lunch break, she would tell him to do it on his return or get someone else to do it for him. Just checked my emails and I got a reply back from KALEB he has sent me confirmation of cancellation for Boiler Cover & NOT WHAT I ASKED FOR WHICH IS THE CAR BREAKDOWN RECOVERY, so have just sent a message to him...so what a pulava this is turning out to be, want both policies cancelled but, customer service is shockingly bad from KALEB! Will await any updates. Currently in dispute still as policy finished/finishing last payment 8/10/17 policy expires 24/11/17 but I got 2 ‘Free’ Months deluxe cover.......so shouldn’t that expire 2 months time? But they took another payment this month on 8/11/17 my policy that is due to expires clearly has on direct debit mandate last payment due on 8/10/17 but they took another payment! DO TRADING STANDARDS READ THESE FEEDBACK, saves me having to explain it all again when I contact them? And will inform MONEYSAVINGEXPERT.COM where I got details from to get policy last year, am sure he will not be happy regards the free car breakdown and taking money sneakily!
    21/11/17 Today received message from BRAD he has informed me money was taken on auto renewal, Now renewal details were sent to me, with big hike in price as stated previously, so had to ring to decline which I did. As Ive taken up the option of 2 FREE MONTHS DELUXE COVER, which I am currently in, but apparently 247homescam have informed me it finished 24/11/17 how does that work out then, if my last payment of the 12 months tariff (£16) was taken in October, and I declined the new policy (£24) which was due to start in Nov 8th why have then took £16 out on Nov 8th during my 2 FREE MONTHS PERIOD? Be aware terrible customer service, long phone calls to get through to speak to anyone.....when you want to cancel policy.
    Also when they send email regards renewal they ask you to login to view new policy as I did, now when you login, it comes up ‘you have renewed’ this is trying to login to view beaware, NEVER EVER AGAIN WOULD I GO NEAR 247homescam
    • woodie42
    • By woodie42 29th Nov 17, 10:29 PM
    • 2 Posts
    • 0 Thanks
    woodie42
    Cancelled a contract? Check your bank statements carefully!
    They've done it again! It's almost unbelievable but 24/7 HomeRescue have, for the second time, re-instated one of my cancelled direct debits. This is two weeks after I e-mailed and wrote to them stating that all my contracts were cancelled and NOT to be re-instated. They even had the cheek to send me a "new contract" e-mail telling me "Relax, you've got cover"! How on earth is this company allowed to continue trading???
    • scd3scd4
    • By scd3scd4 30th Nov 17, 8:11 AM
    • 542 Posts
    • 431 Thanks
    scd3scd4
    They've done it again! It's almost unbelievable but 24/7 HomeRescue have, for the second time, re-instated one of my cancelled direct debits. This is two weeks after I e-mailed and wrote to them stating that all my contracts were cancelled and NOT to be re-instated. They even had the cheek to send me a "new contract" e-mail telling me "Relax, you've got cover"! How on earth is this company allowed to continue trading???
    Originally posted by woodie42

    Did you ring your Bank like we suggested??





    Ring your bank and complain. Tell them you want it sorted once and for all...........they will put a stop to it and pull the money back!


    This is what I did and have done to other companies.
    Last edited by scd3scd4; 30-11-2017 at 8:14 AM.
    • Cardew
    • By Cardew 30th Nov 17, 4:29 PM
    • 27,114 Posts
    • 13,226 Thanks
    Cardew
    Worth looking at TrustPilot on this firm.

    There are now two entries. One just started for 247rescue with only 3 reviews - all in the same vein as the comments in this thread.

    The other is the long standing 247 Home Rescue where there are some new poor 1* reviews that are still showing(as at 16:30pm today
    • flyc42
    • By flyc42 1st Dec 17, 2:16 PM
    • 2 Posts
    • 0 Thanks
    flyc42
    More Woe from 24/Home Rescue
    I add the material below as a warning to anyone considering 24/7 for boiler and central heating cover. I have rarely come across such ineptitude as the following correspondence demonstrates.

    Thank you for your (two identical) replies to my complaint via email on November 23rd. However, I think we might be at cross purposes. Your reply says you have reviewed my complaint and apologises for an engineer not arriving at an arranged time. Forgive me, but I don't think you read my email very carefully if at all. My complaint was about a completely different matter.

    This is what I think has happened. Your email is clearly a standard pre-prepared template response to the many complaints you must get on a daily basis. Someone has clearly pressed the wrong key. Perhaps the standard response to my complaint is sitting in someone else’s inbox and they are now as puzzled as I am.

    That being the case and for the avoidance of doubt, I have copied below my original complaint in the hope that, at least in part, there might be a glancing reference to the points I have raised. I’m pretty sure there will be a standard response on file. It’s just a case of hitting the correct key:

    I bought one of your more expensive packages. WS0105887. I wanted the peace of mind that should anything go wrong with the boiler I would receive speedy, reliable service.

    The boiler HAS failed. The hot water supply is frequently no more than tepid, the digital display is blank and the boiler continues to heat the central heating system long after the desired temperature is achieved.

    Despite these faults, when the problem was reported 24/7’s response was that the problems did not meet the company’s criteria for repair under the contract.

    Those criteria are:

    Breakdown

    means a sudden and unforeseen mechanical or electrical malfunction which results in the particular unit not working completely (i.e. no heating or hot water is available).

    A representative of the company said that because the boiler was heating water the condition didn’t represent a “breakdown” despite there being no hot water available. Well, my contention is that “sudden and unforeseen” applies, as does “electrical malfunction” given the blank display, all of which adds up to the boiler “not working completely.”

    If your business model is so precarious that you need to use semantics to justify not honouring your contractual obligations, then the Lord help you.

    The representative I spoke with was adamant that complaints had to be in writing. I am equally insistent that you should explain to me in writing clearly and precisely why my boiler breakdown does not qualify for repair under my contract with you so that I can take the matter further.

    Once again, I look forward with a degree of trepidation to your reply.



    Thank you for your email.

    I have reviewed your account and can only apologise about the wrong email being forwarded to you.

    I can see that the claim was declined as the fault reported did not amount to a breakdown. As per the terms and conditions of the contract we cover you solely for a complete loss of heating and hot water, as confirmed at point of claim the facilitates were not as hot as you would like them to be.

    You opted into a pay on use service and the engineer attended to diagnose and he reported that parts were required. Our technical team contacted the tenants to get the serial details from the boiler, due to no contact for several days the claim was closed down. Should you want to proceed please contacted the technical team with the serial details on 0345 3192 247.

    Regards 247 Complaints Team

    ______________________________________________

    Thank you for your response which is pretty much as I expected. Before I say farewell, I would just like to make one or two observations for your consideration.
    As it’s my name on the contract, I am surprised that the technical team persisted for so long trying to contact the tenant for the serial number of the boiler instead of calling me. When the technical team did finally contact me it received the details requested by return, although their email to me seems to have been sent after the claim had been closed down.
    As you say, an engineer visited and advised that spare parts were required to rectify the problem. I can’t help wondering why the engineer didn’t think to make a note of the unit’s serial number there and then while he was on site.
    You ended your email by saying that if I wanted to proceed I should contact the technical team on 0345 319 2247. After the obligatory quarter of an hour’s wait for an answer, I was told that it was the wrong department. Perhaps you could amend your contacts book.
    I forwarded the requested details to someone called Luke on November 30th and my one desire now is that this job is completed so that I can get out from under.
    I am clearly with the wrong company given that I simply want cover when a boiler fails to operate within its stated parameters. Thankfully, three other providers I have spoken with define a ‘breakdown’ as just that.
    Please don’t bother to reply. I have written this as much as a warning to others as a response to your email.
    • Cardew
    • By Cardew 1st Dec 17, 9:21 PM
    • 27,114 Posts
    • 13,226 Thanks
    Cardew
    Worth looking at TrustPilot on this firm.

    There are now two entries. One just started for 247rescue with only 3 reviews - all in the same vein as the comments in this thread.

    The other is the long standing 247 Home Rescue where there are some new poor 1* reviews that are still showing(as at 16:30pm today
    Originally posted by Cardew
    This is as much a comment on TrustPilot as 247 home rescue.

    There are now 5 reviews on the new entry for this company:

    https://uk.trustpilot.com/review/247rescue.co.uk

    All award 1star(1*) - the lowest possible award - and are the most scathing reviews I have seen.

    Yet TrustPilot award them 2stars(2*) and an overall score of 4.1 out of 10.
    247rescue Reviews

    (5) • Poor TrustScore 4.1 out of 10

    How do you get a lower score than 4.1 out of 10? How does 5 x 1* reviews give an overall 2* rating?

    Interesting to see how long this separate entry for the company lasts?




    • woodie1942
    • By woodie1942 5th Dec 17, 9:52 PM
    • 5 Posts
    • 2 Thanks
    woodie1942
    Did you ring your Bank like we suggested??

    Ring your bank and complain. Tell them you want it sorted once and for all...........they will put a stop to it and pull the money back!
    Yes; I spoke to the bank and the intermediary company used by 24/7 HomeRescue to manage their Direct Debit arrangements. They both told me that because the company has my sort code and account number they can at any time re-instate a Direct Debit. Naturally I instructed the bank (again) that they are NOT to pay any money from my account to 24/7 HomeRescue. They said that this would be noted but it remains my responsibility to check my statements regularly! So it seems that anyone who has had a contract with this outfit needs to keep on the lookout!!! (And yes, the bank did pull my money back.)
    • Cardew
    • By Cardew 5th Dec 17, 10:14 PM
    • 27,114 Posts
    • 13,226 Thanks
    Cardew
    Yes; I spoke to the bank and the intermediary company used by 24/7 HomeRescue to manage their Direct Debit arrangements. They both told me that because the company has my sort code and account number they can at any time re-instate a Direct Debit. Naturally I instructed the bank (again) that they are NOT to pay any money from my account to 24/7 HomeRescue. They said that this would be noted but it remains my responsibility to check my statements regularly! So it seems that anyone who has had a contract with this outfit needs to keep on the lookout!!! (And yes, the bank did pull my money back.)
    Originally posted by woodie1942
    Surely that doesn't apply if you have instructed a bank to cancel a Direct Debit?

    We all must have authorised, and cancelled, scores of Direct Debits over the years we have had a bank account - insurances, mortgages, gas/electricity/water/phone/sky/TV etc accounts.

    These required a signed authorisation and if my 1975 DD for Playboy, or last month's BG account was re-instated surely the bank would need a fresh signature?
    • FirstAve
    • By FirstAve 6th Dec 17, 12:46 PM
    • 1 Posts
    • 0 Thanks
    FirstAve
    Easy to set up a policy online, but beware.
    I have to add to the list of service complaints about 247 Home Rescue sadly.

    t’s very easy to set up a policy with them online and seems efficient until ...you have to deal with the call centre.

    I could write a small novel, but will spare you that. In short I received promises of service deliverables that simple weren’t met and numerous call transfers because ‘another department deals with that’.

    When I subsequently contacted the complaints team, they initially responded on the basis of a complaint that was factually different to mine. When I asked them to re-read my complaint they responded informing me that I had allegedly received contact (and had been booked a service appointment) that (i) I had not received / been informed of and (ii) I had not been told of in my earlier dealings with their contact centre.

    In the end I just gave them notice to cancel my policy (they confirmed it was cancelled by phone - but their oral confirmations have proven less than reliable for me to date) and went back to British Gas. Hopefully 247 won’t keep trying to re-instate my direct debit.
    • AndyPumphrey
    • By AndyPumphrey 10th Dec 17, 8:42 AM
    • 1 Posts
    • 1 Thanks
    AndyPumphrey
    24/7 Rescue Service
    24/7 Rescue Service
    We received very poor service from this company:
    - we tried to book a service which was difficult, they said they would confirm a date and never did.
    - when we contacted then again they said they knew nothing about it.
    - when our boiler stopped producing hot water they told us because the water was slightly warm the claim was not covered and refused to come out. When I tried to discuss this issue the lady on the phone just told me it was not covered and she would have to end the conversation

    Back to British Gas for us
    • scd3scd4
    • By scd3scd4 11th Dec 17, 11:53 AM
    • 542 Posts
    • 431 Thanks
    scd3scd4
    Yes; I spoke to the bank and the intermediary company used by 24/7 HomeRescue to manage their Direct Debit arrangements. They both told me that because the company has my sort code and account number they can at any time re-instate a Direct Debit. Naturally I instructed the bank (again) that they are NOT to pay any money from my account to 24/7 HomeRescue. They said that this would be noted but it remains my responsibility to check my statements regularly! So it seems that anyone who has had a contract with this outfit needs to keep on the lookout!!! (And yes, the bank did pull my money back.)
    Originally posted by woodie1942

    Not true. They are talking rubbish. The bank can and will put a stop to any DDs. I Have done it lots of times over the years and did it to 24/7. What do you think they do if you say it is fraudulent.......do nothing??
    • Big Essex girl
    • By Big Essex girl 12th Dec 17, 3:30 PM
    • 1 Posts
    • 0 Thanks
    Big Essex girl
    Scam
    Signed up in sept, and paid the whole year up front. Couldn’t book a service until March. Tried to cancel and got abused, and not all my money back, despite them not fulfilling their side of the contract.

    Do not use them.

    You’ll get better service from your local guys.
    • Bat71
    • By Bat71 15th Dec 17, 11:55 AM
    • 1 Posts
    • 0 Thanks
    Bat71
    How when to cancel
    Hi

    I just wanted to ask anyone with experience with this company on my rights of cancellation. I've looked ta the T&C's and none the wiser..

    I signed up with them in mid June, and had to call out in August. Again like many got duped with the boiler is too old to be covered (even though i had stated the age in the sign up process) and then that it was deemed beyond economic repair so had to pay £240 to get it fixed. I wanted to cancel the cover at the time thinking it was possible as I was on a 30 day rolling contract but seem to remember it being explained that I would have to pay a cancellation charge.

    On the website it states

    You may cancel your service plan by writing to us at the above address. Cancelling a rolling service plan requires 30 days notice, which can be given at any time after the initial 14-day cooling off period from the start date or the annual anniversary of your service plan, provided that a claim or service has not been completed. The maximum cancellation charge is £120 and is applied for every 12 months of cover, beginning on the start date of your service plan.The cancellation process is outlined in your terms and conditions booklet.
    • The Jester
    • By The Jester 17th Dec 17, 10:41 AM
    • 179 Posts
    • 32 Thanks
    The Jester
    I need to change my service cover as Homeserve cover will double up in January. I done a quick search on energy helpline and was offered a good deal with 247. First thing was to check the reviews on here.

    I won't bother now. I'll move to EDF energy.
    Last edited by The Jester; Today at 10:44 AM.

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