Can't cancel switch to fixed tariff

matth1j

My mum is with Scottish Power, who advised her that her current tariff was ending in December so she should consider switching tariffs. The only ones available were one or 2 year fixed, with an increase of about £60 per month. She did, choosing the slightly higher cost but no exit fee 2 year one. But after reading Martin's advice, decided to cancel - this was well within the 14 day 'cooling off' period (switched on Sunday 24th).

However, Scottish Power have said that because they no longer offer the tariff she was on, which I believe was the standard variabke rate, she can only either switch to the one year fixed, or stay on the 2 year one she switched to.

Surely this isn't right - if you cancel something, you should be able to go back to where you were. Ok they don't offer the pre-switch tariff she was on to new customers, but she was on it before the switch, and should have been able to revert to it, back to where she was as if nothing had happened.

Any thoughts? At the end of the day she would have had to switch in December anyway. But as it stands she's going to be paying out significantly more than I think she should be doing for 2 months.

Cheers
John

wittynamegoeshere

That sounds very wrong to me.  The previous tariff doesn't exist, but she would have reverted to the capped tariff if she'd remained, so that would be where a cancellation should leave her.

I'd suggest that you ask them to confirm this by email, and pre-warn them that you intend to take your complaint to the ombudsman.  If they do actually state this in writing then make a complaint.

MWT

matth1j said:

However, Scottish Power have said that because they no longer offer the tariff she was on, which I believe was the standard variabke rate, she can only either switch to the one year fixed, or stay on the 2 year one she switched to.

That is certainly wrong.

If she cancels within the 14 days she must be returned to the tariff she was on along with the original end date in December.

Then in December if she does not pick a fixed tariff (and she shouldn't) they must put her on to their capped Standard Variable Tariff.

This isn't something up for debate and she will win if she takes it to the Ombudsman.

[Deleted User]

matth1j said:

My mum is with Scottish Power, who advised her that her current tariff was ending in December so she should consider switching tariffs.
However, Scottish Power have said that because they no longer offer the tariff she was on, which I believe was the standard variabke rate, she can only either switch to the one year fixed, or stay on the 2 year one she switched to.

Hi,

if she was on standard variable rate, then why did she have an end date?

matth1j

[Deleted User] said:
Hi,

if she was on standard variable rate, then why did she have an end date?

Good question I've checked, it was Online Fixed Saver; apologies.

Although I believe the point about returning to whatever tariff she was on, regardless of what it was, stands.

I'm a bit worried about them saying that she can't go onto a standard variable rate now though. Does that mean she (and anyone else in a similar situation) will be forced to pick a fixed tariff in December when the previous tariff does end?

MWT

No, and Ofgem have been very clear on that point.

If she does not pick a fixed tariff, they must put her onto their capped variable tariff.

molerat

MWT said:

No, and Ofgem have been very clear on that point.

If she does not pick a fixed tariff, they must put her onto their capped variable tariff.

And they have reinforced that point in an open letter sent to the suppliers today.

matth1j

Thanks everyone.

I've just finished an online chat with Scottish Power, which I categorized as a complaint. I'm not named in my mum's account, but 'Ronald' (in India) still offered to put mum back onto the previous tariff. Woohoo!

Then he went quiet for 28 minutes, returning with a comment about a 'SAP issue', an apology that he wouldn't be able to do anything, and suggesting I ring the 0800 number. That was 2 minutes before the 0800 number closed for the day, and I also pointed out that it was the people on that number, 2 of them, who said my mum couldn't revert.

However, Ronald then told me 'there is no need to revert all that is required to be done is cancel the new one , your account shall automatically change to the old one there is no manual effort required'.

Simples So I shall try telling the 0800 people that tomorrow...

wild666

If in the cooling off period cancel the switch, even if the company says you cannot cancel, them ask for a letter of deadlock and complain to the ombudsman. This could mean that not only would she receive compensation but the company could have to work out any bills as if she had not tried to switch and decrease the DD. 

[Deleted User]

There is no cooling off period for internal company tariff changes as the consumer is already on contract with the supplier. The tariff change is actioned under SLC24  - Mutual Variation of Contract. The cooling off period relates only to change of suppliers and new contracts.

MWT

Dolor said:

There is no cooling off period for internal company tariff changes as the consumer is already on contract with the supplier. The tariff change is actioned under SLC24  - Mutual Variation of Contract. The cooling off period relates only to change of suppliers and new contracts.

From their T&C's:

"A cooling-off period automatically applies once you agree to enter into a contract with us,
whether you are a new or existing customer. The cooling-off period will end 14 days from the
day after you enter into the contract. If you are a new customer, this means that the coolingoff
period will end 14 days from the day after you sign up to join us. Or, if you are an existing
customer who has switched tariff, the cooling-off period will end 14 days from the day after you
confirm your new tariff."

As a generality, most (if not all) suppliers treat a change of tariff as the start of a new contract, they do not usually vary the existing contract.