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  • FIRST POST
    • familyguy321
    • By familyguy321 15th Feb 17, 10:20 PM
    • 45Posts
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    familyguy321
    Tariff whilst switching suppliers
    • #1
    • 15th Feb 17, 10:20 PM
    Tariff whilst switching suppliers 15th Feb 17 at 10:20 PM
    Hi,

    I would like to clear up some confusion about the switching process as I have been given conflicting information.

    I am currently on the BG collective fix ending on 28th Feb. I have started my switches to separate suppliers for Gas and Elec. Both are due to be completed after 28th Feb (most likely 2nd week of March).

    My question is: what tariff will I be on from BG between 1st March and my new supply date?

    Some people have said BG has to honour my current tariff until I switch, whereas others have said I will be on the standard tariff.

    FG
Page 3
    • Femstar
    • By Femstar 17th Mar 17, 10:26 PM
    • 17 Posts
    • 35 Thanks
    Femstar
    A promising update it seems:

    "Thank you for replying to our email about your tariff.

    I'm sorry that our previous email response didn't appropriately address your complaint and you had to contact us again for the tariff issue.

    We are aware of the OFGEM regulation which states that the higher rate will not be applicable if you are changing suppliers within 20 working days of your tariff end date. Since we stopped supplying at your property from 13 March 2017, your final bill should be based on the Collective Fix February 2017 tariff rates which ended on 28 February 2017.

    We'll not be able to amend your final bill to reflect the correct tariff rates; however, a credit amount will be added to cover the difference in the tariff cost. Once the credit amount has been added to your account, we'll send a confirmation letter to you explaining the reason for applying it.

    The current debit balance on your closed account is £23.35. As your account is on Variable Direct Debit (VDD), this amount will be taken from your bank account on or within 3 days of 28 March 2017.

    At the moment, I don't have a timescale by when the credit amount will be added so I'll contact you again on 31 March 2017 to give you an update on my progress.

    If you’d like information about our complaints handling procedure you can view a copy by either going online at britishgas.co.uk/energycomplaints, or by getting in touch and one of our advisors will arrange to send you a copy free of charge. "
    • CashStrapped
    • By CashStrapped 18th Mar 17, 12:14 AM
    • 1,086 Posts
    • 603 Thanks
    CashStrapped
    A promising update it seems:

    Since we stopped supplying at your property from 13 March 2017"
    Originally posted by Femstar
    They still can't quite get it correct though. The policy...as I understand it, is that the retention of the fixed tariff applies as long as they get an indication of a switch taking place up to 20 days after the tariff ends, not the switch actually completing.

    So they could even get an indication of the switch occurring on the 13th and the switch may not fully complete till the end of the month. So, they have to keep you on that tariff until it completes. I think they mention a reasonable amount of time, so as long as the switch does not take another month etc.

    I assume you had to complain to get this actioned @Femstar?
    Last edited by CashStrapped; 18-03-2017 at 12:21 AM.
    • Femstar
    • By Femstar 18th Mar 17, 12:30 AM
    • 17 Posts
    • 35 Thanks
    Femstar
    I assume you had to complain to get this actioned @Femstar?
    Originally posted by CashStrapped
    Yes after their initial response, I referred them to 24.9 and 24.10 of the OFGEM regulations along with their own T&Cs and said I'd have to take the matter to the ombudsman if the issue wasn't rectified, whilst mentioning that they can probably expect to hear from countless others regarding this issue.
    • CashStrapped
    • By CashStrapped 18th Mar 17, 12:45 AM
    • 1,086 Posts
    • 603 Thanks
    CashStrapped
    Yes after their initial response, I referred them to 24.9 and 24.10 of the OFGEM regulations along with their own T&Cs and said I'd have to take the matter to the ombudsman if the issue wasn't rectified, whilst mentioning that they can probably expect to hear from countless others regarding this issue.
    Originally posted by Femstar
    But only those who are keen enough to notice. That is the problem.

    I would forward the correspondence to ofgem making it clear they only took this action after a complaint. They need to have enough people raise it as an issue so that OFGEM act.
    Last edited by CashStrapped; 18-03-2017 at 1:02 AM.
    • c_smith
    • By c_smith 18th Mar 17, 11:43 AM
    • 345 Posts
    • 115 Thanks
    c_smith
    Got a reply back from BG regarding my incorrect bill, in which they state:

    " Just so you know, your account was registered on Collective Fix February 2017 tariff which ended on 28 February 2017 after which your account was registered on our standard tariff. This is the reason that your bill is calculated on pro rata basis until 28 February 2017 to the previous tariff and than on the standard tariff. The same way we’ll calculate your electricity bill."

    Another email winging it's way towards them as we speak.
    • CashStrapped
    • By CashStrapped 18th Mar 17, 1:12 PM
    • 1,086 Posts
    • 603 Thanks
    CashStrapped
    • thighst
    • By thighst 19th Mar 17, 8:32 AM
    • 3 Posts
    • 3 Thanks
    thighst
    £123 Refund from extra energy
    Hi Csmith and all

    Update for all
    I called extra energy, after the 6th person i spoke to (got cut off 3 times) i quoted 24.9 ofgem rules+regs and they agreed the bill was wrong - overcharge by £23 and they upped their good will gesture to £100 - so right result for me!!
    To all ask for complaints dept and quote 24,9+24.10 if need!

    £1000 from Cashback websites in 6years!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
    ::
    • c_smith
    • By c_smith 21st Mar 17, 3:41 PM
    • 345 Posts
    • 115 Thanks
    c_smith
    Latest reply from British Gas:

    Thank you for your email about the final bill.

    I’m sorry for the repeated contact it as caused to you.

    We’ve issued the final bill as per the pro rata basis as your account was registered on Collective Fix February 2017 tariff which ended on 28 February 2017 after which your account was registered on our standard tariff.

    Though you switched the supplier after your tariff ended the account was registered on our Standard tariff. This is the reason, I’m sorry, I’m unable to re-bill your account to the previous tariff.

    This will be also applicable for your final electricity bill.


    They would appear to be sticking to their guns that I'm on the Standard tariff from 1st March.
    • Hengus
    • By Hengus 21st Mar 17, 4:46 PM
    • 3,847 Posts
    • 2,133 Thanks
    Hengus
    Latest reply from British Gas:

    Thank you for your email about the final bill.

    I’m sorry for the repeated contact it as caused to you.

    We’ve issued the final bill as per the pro rata basis as your account was registered on Collective Fix February 2017 tariff which ended on 28 February 2017 after which your account was registered on our standard tariff.

    Though you switched the supplier after your tariff ended the account was registered on our Standard tariff. This is the reason, I’m sorry, I’m unable to re-bill your account to the previous tariff.

    This will be also applicable for your final electricity bill.


    They would appear to be sticking to their guns that I'm on the Standard tariff from 1st March.
    Originally posted by c_smith
    As I have said previously, SLCs are not an easy read. However, BG seems to be latching on to one particular section of the Licence based on its interpretation that the customer has not transferred to a new supplier by the end of the contract date. I believe that they have got it wrong based on how other suppliers have treated me. That said, I have tended to initiate a switch before the end of the contract term. I think that they are taking SLC22C.7 as gospel and ignoring SLC22C.8. The latter brings SLC24.9 into play.

    Continued supply after a fixed term period ends

    22C.7 Where a Domestic Customer does not change supplier or does not expressly agree a new Evergreen Supply Contract, a new Fixed Term Supply Contract or a further fixed term period for a Fixed Term Supply Contract by the date the fixed term period of an existing Fixed Term Supply Contract is due to end, the licensee must ensure that the terms of the Fixed Term Supply Contract provide that the Domestic Customer will become subject to the Relevant Cheapest Evergreen Tariff.

    22C.8 Without prejudice to paragraph 22C.2 of this condition and paragraph 24.9 of standard condition 24, if at the end of any fixed term period the licensee continues to supply a Domestic Customer, it must do so on the basis of:

    (a) the Relevant Cheapest Evergreen Tariff which is provided for by the terms of the Fixed Term Supply Contract in accordance with paragraph 22C.7;

    (b) a new Evergreen Supply Contract which has been entered into with the express agreement of the Domestic Customer;

    (c) a new Fixed Term Supply Contract which has been entered into with the express agreement of the Domestic Customer and which complies with standard condition 22C; or

    (d) a further fixed term period in relation to an existing Fixed Term Supply Contract in circumstances where that Fixed Term Supply Contract and that further fixed term period complies with standard condition 22C.

    What to do next? I would return to the charge and ask them to state explicitly why they believe that SLCs22C.8 and 24.9 do not apply when they were notified by the Network of a transfer in progress within the stated 20 day period after fixed contract end? I would also say that I have referred the exam question to consumeraffairs@ofgem.gov.uk for advice as other suppliers seem to be complying with 22C.8.

    I may of course be wrong: I am only a consumer and not a lawyer. That said, I note that BG hasn't responded to a post that I made yesterday about SLC 24.9.
    • SnowMan
    • By SnowMan 24th Mar 17, 7:13 AM
    • 3,110 Posts
    • 5,776 Thanks
    SnowMan
    I may of course be wrong: I am only a consumer and not a lawyer. That said, I note that BG hasn't responded to a post that I made yesterday about SLC 24.9.
    Originally posted by Hengus
    OFGEM have told me you are right, twice in separate phone conversations on different days. If anyone should know they should. So hopefully they will be able to confirm this to you also.

    OFGEM are aware of this thread and the other British Gas feedback thread so hopefully they will be able to challenge British Gas on their approach.

    But I would ask anyone who has a written response from British Gas saying they should be charged standard tariff after the collective tariff end date of 28th February, despite switching away from the collective tariff, to contact the OFGEM consumer affairs helpdesk (020 7901 7295) to pass on a copy of their response. OFGEM can't deal with individual complaints of course but can take up general issues with energy suppliers.
    Last edited by SnowMan; 24-03-2017 at 7:18 AM.
    I came, I saw, I melted
    • SnowMan
    • By SnowMan 24th Mar 17, 12:01 PM
    • 3,110 Posts
    • 5,776 Thanks
    SnowMan
    In relation to my complaint (still unresolved) British Gas have sent me a letter to say they have tried to contact me (I've had no message or call etc) and they say they will be closing my complaint unless I contact them by 4th April. They claim they need more information from me.

    There is no further information they require, as I've already previously said I would like a written explanation of why they think they are right to charge me standard tariff from 1st March and not apply license condition 24.9 or honour their promise to charge me at the collective tariff rate set out in their 42 day letter.

    When I rang them up on the number on the letter, they say it is impossible to put me through to the person dealing with my complaint.

    This is a second time they have tried to close my complaint without resolving it.

    The first time a BG complaints handler said they were closing my complaint. I said this was not right as it wasn't resolved from my side. The complaint handler closed it anyway.

    When I rang back later I found out the complaint had been closed, and they asked me why they had closed the complaint. I explained that they should be asking their complaints handler why he had closed the case, when I had made it crystal clear the case wasn't resolved from my viewpoint

    The nonsense continues.........
    I came, I saw, I melted
    • familyguy321
    • By familyguy321 24th Mar 17, 12:21 PM
    • 45 Posts
    • 9 Thanks
    familyguy321
    Wow....didn't expect my thread to be this popular. This is clearly an issue that needs addressing!

    I received my final gas bill a few days back and as expected I was put on the standard tariff after 28 Feb. I've just spent the last hour on the phone with customer service and after being transferred to several departments (as they did not have a clue) I finally got to someone who took the time to understand the issue.

    I explained section 7.2 of their T&Cs and the advisor agreed I was incorrectly put on the standard tariff. The refund due is a few £'s but it's the principle that matters

    Thanks to all who have taken this further with OFGEM....hope BG don't get away with this!

    FG
    • Hengus
    • By Hengus 24th Mar 17, 12:49 PM
    • 3,847 Posts
    • 2,133 Thanks
    Hengus
    Wow....didn't expect my thread to be this popular. This is clearly an issue that needs addressing!

    I received my final gas bill a few days back and as expected I was put on the standard tariff after 28 Feb. I've just spent the last hour on the phone with customer service and after being transferred to several departments (as they did not have a clue) I finally got to someone who took the time to understand the issue.

    I explained section 7.2 of their T&Cs and the advisor agreed I was incorrectly put on the standard tariff. The refund due is a few £'s but it's the principle that matters

    Thanks to all who have taken this further with OFGEM....hope BG don't get away with this!

    FG
    Originally posted by familyguy321
    Please e-mail consumeraffairs@ofgem.gov.uk with full details of what has occurred in your case.. The more people that do the quicker the Ofgem Compliance Department will take note, and act.

    Recently, OFCOM - the communications equivalent of Ofgem - fined EE £2.7M for overcharging customers and, earlier this week, PlusNet £880,000 for overcharging just over 1000 customers. In my view, it is important that all claims of alleged regulatory breaches by energy suppliers are investigated properly by Ofgem. The outcome may be as little as a guiding hand.
    • SnowMan
    • By SnowMan 24th Mar 17, 1:45 PM
    • 3,110 Posts
    • 5,776 Thanks
    SnowMan
    In relation to my complaint (still unresolved) British Gas have sent me a letter to say they have tried to contact me (I've had no message or call etc) and they say they will be closing my complaint unless I contact them by 4th April. They claim they need more information from me.

    There is no further information they require, as I've already previously said I would like a written explanation of why they think they are right to charge me standard tariff from 1st March and not apply license condition 24.9 or honour their promise to charge me at the collective tariff rate set out in their 42 day letter.

    When I rang them up on the number on the letter, they say it is impossible to put me through to the person dealing with my complaint.

    This is a second time they have tried to close my complaint without resolving it.

    The first time a BG complaints handler said they were closing my complaint. I said this was not right as it wasn't resolved from my side. The complaint handler closed it anyway.

    When I rang back later I found out the complaint had been closed, and they asked me why they had closed the complaint. I explained that they should be asking their complaints handler why he had closed the case, when I had made it crystal clear the case wasn't resolved from my viewpoint

    The nonsense continues.........
    Originally posted by SnowMan
    British Gas have just rung me up and they accept they have overcharged me by charging me on the standard tariff from 1st March 2017 and will refund the difference.

    I have asked them to confirm this in writing, and asked them to confirm whether they will be looking at other customer accounts to correct the general overcharging issue, given that they had admitted in an earlier phone conversation that everyone in the same situation as me, where the switch from the collective fixed rate tariff extended past 1st March was also being billed the same way (i.e. overcharged). They are going to do this, I'll report back when I receive that letter.
    Last edited by SnowMan; 24-03-2017 at 2:00 PM.
    I came, I saw, I melted
    • Hengus
    • By Hengus 24th Mar 17, 2:12 PM
    • 3,847 Posts
    • 2,133 Thanks
    Hengus
    British Gas have just rung me up and they accept they have overcharged me by charging me on the standard tariff from 1st March 2017 and will refund the difference.

    I have asked them to confirm this in writing, and asked them to confirm whether they will be looking at other customer accounts to correct the general overcharging issue, given that they had admitted in an earlier phone conversation that everyone in the same situation as me, where the switch from the collective fixed rate tariff extended past 1st March was also being billed the same way (i.e. overcharged). They are going to do this, I'll report back when I receive that letter.
    Originally posted by SnowMan
    Well done for not giving up. Might I suggest an update on the BG Feedback thread as there may well be other BG customers who need to check their final bills.
    • c_smith
    • By c_smith 25th Mar 17, 5:29 PM
    • 345 Posts
    • 115 Thanks
    c_smith
    I replied to BG's previous email which stated they were correct in putting me on the Standard tariff. I told them if this was their final stance I would refer the matter to OFGEM. A couple of days later I received this response:

    Thank you for replying to my email.

    I’m sorry for my previous miscommunication.

    Please be assured, we’ll apply the credit to your gas account for the difference.

    To confirm the status, I’ll get to you on 5 April 2017 for the same.

    I’m sorry I’ve not been able to fully resolve your enquiry today. I'll contact you again on 5 April 2017 to give you an update on my progress.

    If you would like to review our britishgas.co.uk/energycomplaints, please visit our website or alternatively, reply to my email and I will arrange to send you a copy free of charge through the post.

    Thank you for contacting Scottish Gas.


    We'll see what happens on 5th April.
    • familyguy321
    • By familyguy321 25th Mar 17, 5:33 PM
    • 45 Posts
    • 9 Thanks
    familyguy321
    Please e-mail consumeraffairs@ofgem.gov.uk with full details of what has occurred in your case.. The more people that do the quicker the Ofgem Compliance Department will take note, and act.

    Recently, OFCOM - the communications equivalent of Ofgem - fined EE £2.7M for overcharging customers and, earlier this week, PlusNet £880,000 for overcharging just over 1000 customers. In my view, it is important that all claims of alleged regulatory breaches by energy suppliers are investigated properly by Ofgem. The outcome may be as little as a guiding hand.
    Originally posted by Hengus
    I will do. Agree that this needs to be investigated.
    • familyguy321
    • By familyguy321 25th Mar 17, 5:36 PM
    • 45 Posts
    • 9 Thanks
    familyguy321
    I've just checked my online BG account and the difference has now been credited back into my account. The total across both Gas and Elec came to ~£7 which is a lot considering I was only put on the standard tariff for a couple of weeks....guess all those pennies do add up!

    For those still going through the process, my advice would be not to give up and let your friends & family know about this too.

    FG
    • SnowMan
    • By SnowMan 26th Mar 17, 10:50 AM
    • 3,110 Posts
    • 5,776 Thanks
    SnowMan
    I've just checked my online BG account and the difference has now been credited back into my account. The total across both Gas and Elec came to ~£7 which is a lot considering I was only put on the standard tariff for a couple of weeks....guess all those pennies do add up!

    For those still going through the process, my advice would be not to give up and let your friends & family know about this too.

    FG
    Originally posted by familyguy321
    Given that the collective tariff was cheaper than anything currently available for most people (?) and given that British Gas standard tariff is pretty expensive, we are talking about possibly an avearge difference of about £250 per annum perhaps although it will depend on usage and area etc.

    So that is about 68p per day.

    So a switch that happens say 10 days after 28th February would be expected to result in a refund of about £7 (68p x 10)
    I came, I saw, I melted
    • markipad
    • By markipad 27th Mar 17, 12:43 PM
    • 10 Posts
    • 4 Thanks
    markipad
    I've just received a very helpful reply from British Gas via Twitter messaging. They have agreed that, in my case, I was entitled to the fixed tariff rates during my Switch, and they have made a credit adjustment to my account, in excess of the over-charge. I am happy with the outcome, and I have cleared my account.

    (British Gas collective fix which ended on 28th Feb 2017. I commenced transfer to Iresa on 4/2/17. Switch to electricity completed on 4/3/17, and gas completed on 13/4/17.)

    My recommendation, as others have said, is to ask BG to investigate if you have similar circumstances.
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