Utility warehouse refusing to allow 14 cooling off period cancellation.

TrainDriver

I took up the utility warehouse green energy 39 fix on 30/08/2022, along with the mobile sim and boiler care. I phoned to cancel today 07/09/2022 so we’ll within the 14 day cooling off period but 3 separate customer service agents have refused to action my request as the switch has happened and they are my new supplier.

They finally just hung up the phone when I asked if they were revoking my statutory right to cancel within the 14 day cooling off period.

Whats the next course of action? Do I simply send a recorded letter requesting the cancellation of the switch and cancel the direct debit that’s been set up or are there any other steps I should be taking such as raising a formal complaint?

Alnat1

What did you switch from?

MWT

EDF have a good page explaining how it should work: https://www.edfenergy.com/for-home/energywise/delivering-faster-and-more-reliable-switching.

... and yes, even if you have switched within the 14 day period you still have the right to cancel.

You will owe UW for the energy they have supplied to you, but they are obliged to return you to your previous supplier.

Raise this as a formal complaint with UW if you cannot persuade the CS team to follow the rules, but I would try one last time with them by phone and ask to speak to a manager and end by asking them to raise a complaint to record your request and their rejection.

Do email and send the complaint by post as well to make doubly sure it is recorded as having been requested within the 14 day period...

TrainDriver

Alnat1 said:

What did you switch from?

EDF SVT, I’ve spoken to them this morning and they’ve said there’s nothing they can do about it and to speak to Utility Warehouse and get them to cancel the switch. 

It seems that Utility Warehouse are being deliberately misleading with regards to the 14 day cooling off period.

TrainDriver

MWT said:

EDF have a good page explaining how it should work: https://www.edfenergy.com/for-home/energywise/delivering-faster-and-more-reliable-switching.

... and yes, even if you have switched within the 14 day period you still have the right to cancel.

You will owe UW for the energy they have supplied to you, but they are obliged to return you to your previous supplier.

Raise this as a formal complaint with UW if you cannot persuade the CS team to follow the rules, but I would try one last time with them by phone and ask to speak to a manager and end by asking them to raise a complaint to record your request and their rejection.

Do email and send the complaint by post as well to make doubly sure it is recorded as having been requested within the 14 day period...

Thanks for the reply.

I knew I had the right to cancel but it seems that UW are being deliberately misleading and awkward because the switch has taken place before the 14 day cooling off period has expired.

I’ll attempt to call customer services and raise a formal complaint and I’ll put the cancellation in writing today and send it recorded delivery.

pochase

It is a Ofgem rule, so nothing they can do except giving you a hard time.

https://www.ofgem.gov.uk/sites/default/files/docs/2016/12/cooling_off_report.pdf

Raise a complaint with them. If I understand the document correctly they cannot even charge you more than you would have paid at EDF.

MoneySavingDummy

I'm also looking to get out of my Utility Warehouse energy fix in the next couple of days, so your experience doesn't bode well.

However, I'm out of the 14 day cooling off period so will be seeing if they comply with their "Peace of mind promise", which states you have 30 days to change your mind without penalty.

Good luck with your attempts!

Shedman

UW's own T&Cs indicate that you have the right to terminate any or all of the services within 14 days from date of the Agreement...see clause 4.12 Early Cancellation Rights (link to T& C below)

https://s3-eu-west-1.amazonaws.com/pdf.utilitywarehouse.co.uk/terms-and-conditions-residential-22.07.22-1-.pdf

scobie

Compare this to eonnext. I cancelled my new fixed deal (started 28 Aug) and reverted back to SVT.  They did it immediately and - even better - backdated it back to 28 Aug, meaning I will be charged the SVT rate and not higher fixed rate for the last 9-10 days.  

Can’t complain about that. 

TrainDriver

MoneySavingDummy said:

I'm also looking to get out of my Utility Warehouse energy fix in the next couple of days, so your experience doesn't bode well.

However, I'm out of the 14 day cooling off period so will be seeing if they comply with their "Peace of mind promise", which states you have 30 days to change your mind without penalty.

Good luck with your attempts!

They are deliberately misleading, I’ve spoken to 4 different people on the phone today and 2 of them hung up when I asked them if they were revoking my statutory right to cancel within the 14 day cooling off period.

Ive sent a cancellation request via email and I’ll send another via recorded mail tomorrow.

In the meantime I’ve spoken to EDF and they’re going to attempt to have UW return the services to them as an erroneous switch.

Good luck speaking to them on the phone but you’d be as well putting the cancellation in writing to give yourself peace of mind that it will be actioned.

MoneySavingDummy

I'm waiting to see what Liz announces tomorrow. I'm hoping that exit fees for moving from a fix to the 'new capped rate' will be waived and then I won't need to worry about UW trying to wriggle out of their 30 day peace of mind promise.