Urgent Help Pls. Changed to B.Gas. Only 3 days left to cancel.

RealGem

Hi,
Is there a phone number for British Gas please? I need to cancel a new duel fuel contract urgently. 

Two weeks ago I used MSE Energy tool and money saving energy site to change from SSE to British Gas for both fuels, as it promised to save me £10 a month on the comparison tool. 
I took screenshots of the whole process, so I know exactly what it did and did NOT say. 
I received my contract today, only THREE days before you contract begins, and it looks like the only way I can cancel is to WRITE to them! (which will be too late and incur a £40 charge).

Here's what the contract says (in full below, but I will put the three items I cam concerned about here):
It seems to be saying I have agreed to also take out British Gas HomeCare. I did NOT agree to this.
It also appears to say, that to stay on this tarrif, if I don't have a Smart Meter, I must agree to get one put in. There was NOTHING about this when signing up.
And I went through MSE to avoid being scammed! 

Please can someone tell me if I have this wrong?
I was also promised I would have two weeks to change my mind. And in reality I have Three Days!
Also is there a phone a number for British Gas to get this sorted out before 23rd please?

(I do not want to accept the Smart Meter for personal reasons, which is a different discussion entirely. I should not be forced to have a smart meter.  And I do not want the free HomeCare. I never buy insurance unless it is a legal requirement, such as car insurance. And this comes with autorenewal, which I never agree to, and don't want the hassle of having to remember to cancel it. I am a council tenant and do not need British GasHomeCare). 


I am very upset. Please help.  (really hoping I have misunderstood it to be honest)
If I have not got it wrong, then Martin needs to be made aware that this is not acceptable, as there was no mention of HomeCare and a Smart Meter being mandatory when signing up.

Here are the bits I am worried about: 

1.

Smart meters

If you don’t have smart meters (either for both fuels or just one fuel), by joining this tariff you agree to book an installation appointment within 3 months and be at home for the appointment by going to britishgas.co.uk/smart-home/smart-meters.html

2.

Thanks for choosing us to supply your energy and cover your home. Don't forget that your energy tariff comes with HomeCare at no extra cost so we'll be there to help keep your home warm and working whenever you need us.

3.

If you want to cancel or switch

You have 14 days from the day after you agreed to this tariff to change tariff without paying exit fees. For more information go to www.britishgas.co.uk/cooloff.

You can switch to another supplier without giving us any notice. If you switch to another energy supplier after the 14 day period and before 14 December 2021 we’ll charge you an exit fee of £20 for electricity and £20 for gas. We’ll collect exit fees before any other amounts you owe us, either from payments you make or from any credit balance you have with us. If you move to another tariff with us, the exit fee will not apply

This is a con, as I only got told the above two pieces of information today, three days to let them know, and I can only post.

Here's more of the contract small print: (it wouldn't let me post the whole things as 1500 characters too long! so took out irrelevant stuff)

"③ Your tariff terms and conditions

Here are the terms and conditions for your tariff

You should also read our main terms and conditions, which you’ll find at britishgas.co.uk/terms

 

About your tariff

Energy Plus Protection Jan 2022v2 prices are fixed until 31 January 2022. You’ll pay a daily standing charge and unit rate for each fuel on this tariff.  We’ll also add VAT. If you have a multiple rate electricity meter, you may have more than one unit rate. The price of your tariff won’t go up or down unless you change your tariff, change how you pay us (for example you stop paying by Direct Debit) or the government or regulator does something or plans something that means the price must change. For example, changing the amount of VAT we must charge. We’ll contact you if there is a change to your price. For more details about the rates we charge go to britishgas.co.uk/alltariffs

 

How it works

Customers will need to switch their energy tariff for both gas and electricity to this tariff.

This tariff includes an introductory offer for 12 months of Central Heating Breakdown Cover, Plumbing and Drains Cover and Home Electrical Cover (your Services Cover) which automatically renews after 12 months unless terminated earlier in accordance with the terms of your policy (cancellation fees may apply).

As this is an introductory offer, if you have any active services agreement, or had a services product with equivalent features in the last 3 months or more than once in three years and choose to take this tariff we will not set up any of the services. The terms of this energy tariff will continue to apply for each fuel on this tariff.

Excesses apply to the Services Cover and this is the amount you need to pay towards each completed repair.

Central Heating Breakdown Cover - £99 excess

Plumbing and Drains Cover - £60 excess

Home Electrical Cover - £60 excess

Information about what is and is not included in your Services Cover can be found in the HomeCare terms and Conditions and the Insurance Product Information Document(s)

Both this tariff and the associated Services Cover will need to be in the name(s) of the same account holder(s) and for the same address.  You’ll receive separate information about this tariff and your HomeCare agreement for your Services Cover once your order has been completed. Your Services Cover and tariff are separate agreements and may have different start and end dates.

We’ll use the same Direct Debit details you give us when buying this tariff to set up two Direct Debits, one for your energy tariff (payable to British Gas Trading Limited) and one for your Services Cover (payable to British Gas Services Limited). The first Direct Debit for your Services Cover will start 12 months after your Services Cover start date.  

We’ll contact you at least 25 days before your Services Cover renewal date to notify you of your renewal price, and you can choose to change or cancel your contract if you wish. If you do nothing your Services Cover will renew onto the renewal price.

Your Services Cover will be administered by British Gas Services Limited which is authorised and regulated by the Financial Conduct Authority. The HomeCare Terms and Conditions apply to your Services Cover.  If there is any difference between what we say in these terms and conditions and what British Gas Services Limited say in the HomeCare Terms and Conditions about your Services Cover, the HomeCare Terms and Conditions takes priority.   

 

 

Smart meters

If you don’t have smart meters (either for both fuels or just one fuel), by joining this tariff you agree to book an installation appointment within 3 months and be at home for the appointment by going to britishgas.co.uk/smart-home/smart-meters.html

Your home needs to meet certain requirements to enable us to fit these meters. For example, safe access to the existing meters and a good mobile signal at your home. Although this tariff and Services Cover are for homeowners only, if you’re a tenant, it’s your responsibility to get your landlord’s consent to having smart meters installed.

Not all customers can have smart meters yet. We can’t be certain that you will be able to have smart meters until you come on to supply with us or in some cases, until the engineer has been to your home. If we can’t install smart meters at your home, you can stay on this tariff, but you’ll need to send us meter readings when prompted. If you are eligible for smart meters, and don’t already have them and don’t book an appointment for installation (where you are at the appointment or arrange for an alternative person to be at the appointment) within 3 months of joining this tariff, we may contact you and give you 30 days to choose a different tariff. If you don’t choose a different tariff or don’t book a smart meter appointment after we have contacted you, we’ll switch your tariff to a similar tariff (which doesn’t require a smart meter) which we have available for you at the time.

If you have smart meters and join us from another supplier your ability to switch supplier or tariff is unaffected, but we may not be able to take your meter readings remotely. If the smart meters don’t send us meter readings automatically, you’ll need to send us meter readings when we prompt you for them.  

 

If you want to cancel or switch

You have 14 days from the day after you agreed to this tariff to change tariff without paying exit fees. For more information go to www.britishgas.co.uk/cooloff.

You can switch to another supplier without giving us any notice. If you switch to another energy supplier after the 14 day period and before 14 December 2021 we’ll charge you an exit fee of £20 for electricity and £20 for gas. We’ll collect exit fees before any other amounts you owe us, either from payments you make or from any credit balance you have with us. If you move to another tariff with us, the exit fee will not apply

Your Services Cover will continue and renew automatically even if you cancel this tariff. If you want to cancel the Central Heating Breakdown Cover, Plumbing and Drains Cover or Home Electrical Cover for any reason, then this must be done separately by contacting British Gas Services Limited. Cancellation charges may apply. Details can be found in your HomeCare Terms & Conditions.

 

If you cancel your Services Cover

You have 14 days from the day you receive your Services Cover contract pack to change your mind about the Services Cover. If you cancel the Services Cover provided with this tariff, this energy tariff will continue without the Services Cover until 31 January 2022, unless the tariff is cancelled earlier in accordance with these terms and conditions. You may be charged a cancellation fee if you cancel your Services Cover after you have had work done.

 

If we can’t take you onto Central Heating Breakdown Cover 

If we realise at a breakdown visit that we can’t cover your central heating system for example because we find a pre-existing fault or parts are no longer available, we will cancel it for you, free of charge. If this happens, your Plumbing and Drains Cover and Home Electrical Cover will continue to automatically renew after 12 months, unless cancelled in accordance with the HomeCare terms and conditions.

 

Moving Home

You can take this tariff without the Services Cover with you if you move home. However, you will have to contact us as soon as possible about your Services Cover as it will not transfer to the new property and will need to be cancelled. When you contact us, we can go through the options for your new home.

 

At the end of the tariff

Before this tariff ends, if you haven’t already switched to another tariff or supplier, we’ll contact you. If you don’t switch tariff or supplier before 01 February 2022, we’ll move you to the cheapest default tariff (no exit fees) we have available at that time.

From the last 49 days of this tariff ending if you decide to switch to another supplier you don’t have to pay any exit fees. You’ll keep your current prices and terms and conditions (excluding exit fees) until:

You switch to one of our other tariffs no later than 20 working days after (but not including) 31 January 2022; or

You switch to another supplier and they tell us you’d like to switch no later than 20 working days after (but not including) 31 January 2022. The other supplier then needs to supply your energy within a reasonable time after they told us you want to switch; or 

You try to switch supplier and you pay any outstanding supply charges for the fuel(s) you want to switch within 30 working days after we tell you we object to the switch.  

After the tariff ends, the Services Cover will continue until you cancel it. 

 

[Deleted User]

Provided your written cancellation is dated and sent (post marked)  prior to the end of the cooling off period then the supplier has to accept the cancellation irrespective of the date on which it is received. Your supply may transfer across but, if the cancellation is valid, then the supplier must transfer it back to your old supplier. Send a Tracked Letter and you should be fine.

[Deleted User]

The cooling off link you posted about seven thousand words into that marathon contains an email address for you to cancel.

RealGem

Deleted_User said:

The cooling off link you posted about seven thousand words into that marathon contains an email address for you to cancel.

I don't trust email. They could just ignore it til after 23rd. I need a phone number so I can hear them respond
thanks

RealGem

OK I emailed them. This is the reply I got:

noreply@britishgas.co.uk

14:22 (3 minutes ago)

Please note that this is a no reply email inbox which is not being monitored, your email will not be read or actioned.

For additional help and advice, please go to our online Help & Support pages

Alternatively, our live chat team is available to answer any questions. Start a live chat

Thank you

The "live chat" is anything but!
It just takes you to readymade answers, and nothing for cancellations. 

Fuming. 

Also if MSE have a tool for switching through their link, they should make it clear if the tarrifs advertised are forcing people to have a smart meter. 

Gerry1

0333 202 9802

Talldave

Just switch again?

Why are you going dual fuel, it almost always costs more than separate suppliers?

rp1974

I would normally suggest posting the relevant screenshots but think in this case the tariff on offer is so far removed from your requirements that youd be best to cancel whilst you still can.
Personally whenever I've done comparisons I go onto whichever suppliers website to double check the figures and all applicable terms and conditions.
As previously mentioned,send that letter asap with proof of delivery,problem solved.
If and when you switch again,perhaps a little more attention to detail on your part,would avoid a repetition of this,only if your not still kinda busy though.

elsien

If I remember rightly the home care was cancellable pretty much straight away,  and wouldn’t cost you anything extra anyway so I’m failing to see the issue. There’s no obligation on you to actually use it. 

RealGem

elsien said:

If I remember rightly the home care was cancellable pretty much straight away,  and wouldn’t cost you anything extra anyway so I’m failing to see the issue. There’s no obligation on you to actually use it. 

it says you can only cancel it at the end of the year. 

molerat

I might be missing something but the MSE information clearly states it is a smart meter tariff - with a pop up box that tells you precisely what that means - and comes with 12 months BG care worth £144

Plus all of the big 6 fixed tariffs are smart meter.