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boobbby

Found on the Coop web site...
I have still not received confirmation of my switch to you. When will I hear from you?

Due to the competitive nature of our tariffs, we have had a high number of customers wishing to join us and this has resulted in some slight delays. If you signed up to us through a switching site, such as Moneysupermarket.com, since the 1st March, there will be a delay of you joining us of up to 3 weeks.

You will still receive your Welcome Letter very shortly and can expect your switch to be complete within 35 days of receiving this. Please be assured that the prices you were quoted during sign up will be the prices you join us with.

Consumerist

boobbby wrote: »

. . . Due to the competitive nature of our tariffs, we have had a high number of customers wishing to join us and this has resulted in some slight delays. . .

The spin doctors are not dead, then.

footyguy

Consumerist wrote: »

I've heard about this before and there seems to be anecdotal evidence that suppliers are doing this. Unfortunately I can't find any authoritative reason why.

There doesn't seem to be anything in their Licence Conditions which compels them to keep you on your current tariff until the switch so is there a Code of Practice or something which they have agreed to?

It's a little complicated, but I'll try to explain.

A fundamental requirement of any contract is that the parties involved are aware of and agree the terms to that contract.

So in a simple contract, for example, you go into a shop, see a loaf of bread offered for sale at £1, you ask to buy the product at the £1 advertised price, and the shopkeeper then agrees to sell you that product for £1.

Things are a little more complicated when the contract involves the ongoing supply of a product or service, such as energy. The contract from the outset would normally need to allow for a price change, otherwise in theory the supplier could never change the price. (In reality, a contract would probably be deemed unfair if it did not allow for a price change over an extended period of time)

In the case of energy supply contracts, the contract either allows for price changes as the supplier wants (a variable tariff) or may include a fixed tariff period (a fixed rate tariff).

But unless a price change and amount is explicit from the outset, (e.g. we'll charge 10p per unit today, with an annual increase of 50% effective 5th January every year; the mobile phone companies have an even more compliated one linked to the rate of inflation I believe), then a price change cannot be effected without a Price Variation Notice must be given and agreed.

At that point, the consumer normally has a choice; accept the price change or stop using the service/product.

In the case of energy, again it is complicated as people can't stop using it (nor usually a supplier cut the supply of a domestic consumer off)

So the options for the energy consumer, on receiving any price variation notice (including one incurred as a result of a fixed price period coming to an end) are:

1. To accept it (failing to do anything is deemed acceptance, as long as this is made clear in the notice)
2. To negotiate with the supplier a different price (e.g. a different tariff)
3. To reject it meaning a change of supplier.

(One notable exception to all this is a price change as a result of a change in the amount of VAT charged)

This is talked about in this Ofgem paper
https://www.ofgem.gov.uk/ofgem-publications/74753/theretailmarketreview-statutoryconsultationonrmrdomesticproposals.pdf

2.42. A number of suppliers also raised concerns about the price protection window of 20 business days after the end of a fixed term contract,45 under which suppliers may not change the prices they charge to customers if during that window they receive a notification that the customer is switching supplier (or if during that window the customer is switching tariff).

Prior to this consulation paper, which was effectively put into practice here:
https://www.ofgem.gov.uk/sites/default/files/docs/decisions/the_retail_market_review_-_implementation_of_simpler_tariff_choices_and_clearer_information.pdf

a customer had to actively reject the price change to the supplier. Now ofgem say a change of supplier is all that is required.

2. All Contracts
If customers are told about a price rise and choose to switch then existing rules mean that the supplier cannot apply the higher price. We have made it simpler for customers to benefit from this “price protection window” as they will no longer have to notify their old supplier to benefit and keep their current prices until their new contract begins.

https://www.ofgem.gov.uk/press-releases/tougher-rules-fixed-term-energy-deals-come-force-ofgem%E2%80%99s-retail-market-reforms-begin-bite


For the sake of claification, with this change, Ofgem also say:

2.50. The key changes to our proposals are set out below:

[FONT=Verdana,Verdana][FONT=Verdana,Verdana]...[/FONT]
[/FONT][FONT=Verdana,Verdana][FONT=Verdana,Verdana]Price protection window[/FONT][/FONT]: previously we proposed that, where an incumbent supplier receives a notification through industry code processes, up to 20 business days after the end of a fixed term contract or a price increase notification, indicating that a customer will switch to a new supplier, the incumbent supplier would have to charge the same prices until the switch is concluded.52 We have amended our proposal to make clear that the requirement to apply the same prices only applies if the switch is concluded (but no price protection is warranted if the switch for some reason does not become effective).

https://www.ofgem.gov.uk/ofgem-publications/74753/theretailmarketreview-statutoryconsultationonrmrdomesticproposals.pdf

So the energy rules allow a 20 (business) day price protection period.

In reality, since customers are now advised of a price change at least 30 days before it is implemented (42-49 days where a fixed tariff comes to an end), this price protection period starts on the day the price change takes effect, and even if a consumer left things to the last minute before the price change, most switching now takes place within 20 business days (4 weeks)

In theory, if the switch does not take place within 20 business days of the price change being effected, the supplier does not have to provide price protection at all - in reality, if a switch is actively still in progress, most will continue to do so

In all cases, you might need to make a complaint to get the price protection - it was certainly usually required before the change in regulations that now mean all price increases must be advised before they are implemented.
(In the past, suppliers could back date price increases, and the price protection period therefore started from the notice, not the earlier price increment date)

Hope that explains it

CS1_2

We switched to Sainsbury Gas & Electricity in February 2015, since then we have been unable to contact them. The web does not recognise our customer number and no one answers the phone. The monthly DD goes through and we have our supply but we are concerned that we cannot register on line therefore not give regular metre readings. Anyone else having this problem?

chewyjoint

Just thought I would post my experiences with Scottish Power, although I don't believe I'm alone.

Left them in December 2015 for EON who were a lot cheaper. Since then SP have continued to take my direct debit and are showing as still supplying electricity even though EON are adamant they are supplying both. On no less than 4 occasions my phone calls to SP have ended in a 'computer glitch' at their end and an unfulfilled promise to call me back within an hour.

I have now, for the first time ever, instigated the disputes procedure on the Ombudsman website. I have witnessed poor customer service on many occasions but it has always been resolved eventually.

This is the first time that I've needed to resort to more formal action, a very poor reflection on this company.

Consumerist

If E.ON were supplying you then they would be taking your DDs. In that case, are you paying DDs to two suppliers each month? If so, just cancel the DDs to SP at your bank.

slinga

CS1 wrote: »

We switched to Sainsbury Gas & Electricity in February 2015, since then we have been unable to contact them. The web does not recognise our customer number and no one answers the phone. The monthly DD goes through and we have our supply but we are concerned that we cannot register on line therefore not give regular metre readings. Anyone else having this problem?

Well I've just switched to them today or started the process using the MSE Energy Club.
One thing while using the energy club, nowhere during the process did I get asked for the date the switch is required.
I'm with British Gas Fixed May 2015 which has a £30 early switch fee so I don't want the switch to occur until June 1.
Will the switch happen earlier and if so will I be charged by BG for early switch?????

Consumerist

slinga wrote: »

Well I've just switched to them today or started the process using the MSE Energy Club.
One thing while using the energy club, nowhere during the process did I get asked for the date the switch is required.
I'm with British Gas Fixed May 2015 which has a £30 early switch fee so I don't want the switch to occur until June 1.
Will the switch happen earlier and if so will I be charged by BG for early switch?????

You should have received notice from BG that your contract is coming to an end. Once you have received that notice (6 weeks before contract end) you are free to switch without being charged exit fees.

Since you are now within the 6-week switching window, it doesn't matter if the switch takes place before the end of your BG contract, they cannot charge you an exit fee.

slinga

Consumerist wrote: »

You should have received notice from BG that your contract is coming to an end. Once you have received that notice (6 weeks before contract end) you are free to switch without being charged exit fees.

Since you are now within the 6-week switching window, it doesn't matter if the switch takes place before the end of your BG contract, they cannot charge you an exit fee.

Thank you good news on that front but belatedly I've just read the thread on Sainsbury Energy and wonder if I should now go ahaead with switching.

katejo

I am currently with M & S and before that with Atlantic (both under SSE). My fixed tariff with M & S finished in December and I am looking for a new one. I am reluctant to go with Sainsbury's because they are with BG and because I have just seen bad reviews here as well. My current tariff isn't as good but customer service is also very important to me.
SSE customer service has been pretty good throughout but the prices have now gone up. The only fixed deal isn't good for me due to standing charges. My energy usage is relatively low.