Changing supplier

My my parents recently changed supplier without knowing, they both have slight dementia. They’re in their mid/late 80s. They received their 1st bill of £99 but didn’t recognise the supplier as they were with British Gas previously (new supplier is Warehouse utility). On the bill is boiler insurance (they don’t need) paper bills (they don’t need) a mobile bill (they don’t need AND is a totally different number to my parents!)
This Warehouse utility cold called on my parents and took advantage. 
The next day, there was a final bill from British Gas with a £100 early exit fee! Just wondering what recourse there is.
Also, two weeks ago I took out Legal power of attorney for their financial arrangements 
Thank you


  • Gerry1
    Gerry1 Posts: 9,938 Forumite
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    edited 25 November 2022 at 3:50PM
    Welcome to the forum.
    Are they on the Telephone Preference Service list?  If not register all their numbers now by calling 0800 398 893 so that it's illegal for companies to make sales calls to them.
    Contact British Gas, tell them that your parents have been mis-sold and ask them to block the takeover.  Send Utility Warehouse a formal letter by Royal Mail asking them to cancel all the services and bills, making sure it's headed COMPLAINT.
    If they don't co-operate then go to the Energy Ombudsman upon receipt of a deadlock letter, or after eight weeks if they don't send one; in that event you could also contact Citizens Advice.
    You should also make sure that they are signed up to the relevant Priority Services Register for all utilities.
    Let us know how you get on !
  • QrizB
    QrizB Posts: 13,822 Forumite
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    Freedom44 said:
    My my parents recently changed supplier without knowing, they both have slight dementia.
    Was it recently enough that they're still in the 14-day cooling-off period? If so, you can cancel the switch.

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