Scottish Hydro price increase - get some cash back

comeonthefife

Hoping this will be of use:

I received my latest quarterly bill from Scottish Hydro today with an information booklet enclosed regarding price increases which are due to increase from 1st April. I was not particularly happy that they decided to inform me more than two months later than they should have.

So I called up the freephone number on the bill (0800 912 0012) and stated the predicament and requested the excess be credited back to my account. Of course I was at first faced with excuses; we cannot predict our prices to tell you in advance, they are all to do with the stock exchange, blah blah blah.

I stated that it is unfair and there are no clauses in the Terms and Conditions which offer them the option to increase their prices as they see fit without notice and that I would like to have the excess credited plus the following 28 days (the number of days notice required if I wanted to switch) from today to be maintained at the old rate.

A quick chat with her boss and she was back with an offer to credit the amount to my account. It was not possible to credit the 28 days as this period had not yet been billed but I will be calling in 90 days to ensure that this is also done!

If you have also received late notice (remember to include the 28 days, i.e.by 3rd March) get on the phone - this is unfair business practice. After all, you wouldn't do your food shopping then find out how much it costs a month later!!

mprice1988

I work at SSE, and i know its unfair about the notification of a price increase.

I checked out with the head of communcations within the company, and according to them we legally have 65 days after the prices increase to inform customers about it. All customers will be informed by the 31st May, either by a letter or 'waiting till its warmer - its only fair booklet'.

In regards, to giving you 28 days notice I dont feel this is possible, the city investors found out of the price increase before the staff found out so it is truely short notice that we are given. I think the date we found out was 17th March, less than two weeks before the prices increased.

Of course thats the legalitly of it, but I am sure if you politelty ask the advisor to credit the difference if you are unhappy with it, they might just do it for you.

Hope this helps,

mute_posting

comeonthefife wrote: »

I was not particularly happy that they decided to inform me more than two months later than they should have.

Is perfectly legit I'm afraid OP

ALL companies have (containied within their licences to supply) a provision that they have upto 65 days from the date of increase to inform customers of that increase.

A customer can then (if they don't accept the increase) within 10 days (I think) reject the increase and arrange for a switch through normal industry methods (and be billed at the old rates until they switch) so long as this is initiated within a reasonable time (15 more days I believe).

HTH

MP

EDIT

The quote in this post explains it... http://forums.moneysavingexpert.com/showpost.html?p=10773099&postcount=206

comeonthefife

Hmm...thanks for the info, it sounds perfectly legit, though I still don't agree that it should be that way...

First of all, the company know that the prices will be changed on this date (the operator told me that they increase every April) surely they don't wait until two weeks to go to make a decision on a price for the next year!

Secondly, for such a large company it won't take too much effort to do a mail shot or even better an email update, particularly effective for those on paperless billing.

they have upto 65 days from the date of increase to inform customers of that increase.

Ditch the Royal Mail, pigeons would be faster!

Thirdly, this was missing from the letter:

(b) inform the Domestic Customer that he may end the Domestic Supply Contract if the variation is unacceptable to him

Fourthly,

23.5 If the Domestic Customer notifies the licensee after he becomes aware (by any means) of the variation but no later than 10 Working Days after the date on which
he receives Notice given under paragraph 23.3 that he is ending the Domestic Supply Contract, the licensee must treat that variation as ineffective and neither enforce nor take advantage of it.

I like that paragraph which takes care of the 28 days notice if I wanted to leave.

Finally, there should be some form of review into procedures as it shouldn't take more than a few phone calls or emails to filter the message down to the staff on the end of the helplines that the prices will be changing. One day to knock up a letter and pass it on to the postie who'll be coming by the office anyway.

You can tell I'm not too keen on large companies and their take for granted attitude!

mprice1988

comeonthefife wrote: »

First of all, the company know that the prices will be changed on this date (the operator told me that they increase every April) surely they don't wait until two weeks to go to make a decision on a price for the next year!

You can tell I'm not too keen on large companies and their take for granted attitude!

You make some very good comments comeonthefife, many i agree with apart from the other quoted. Prices changed april this year and last to my recollection but its not set in stone and increase each year in april, for example other suppliers increase in jan 07 and decreased during april 07?

mute_posting

comeonthefife wrote: »

Secondly, for such a large company it won't take too much effort to do a mail shot or even better an email update, particularly effective for those on paperless billing.
Ditch the Royal Mail, pigeons would be faster!

There is more customers than just yourself OP, whicever way you work it, it isn't a 5 minute job to do letters to millions of customers, all on slightly different tarrifs, in different regions with different prices - hence the inclusion (on all industry licenses to supply AFAIK) of the 65 day limit with option to reject and switch. Often the best/most efficient way to inform all these people will be via their normal quarterly bill.

I like that paragraph which takes care of the 28 days notice if I wanted to leave.

I don't get where your 28 days comes from I can only assume it is a honestly mistaken "customer right" you think you're entitled to.

One day to knock up a letter and pass it on to the postie who'll be coming by the office anyway.

My old man is a postie, I'm sure he wouldn't be fazed by picking up a couple of letters from an office when he's delivering - I don't think he'd be best pleased to have a few 100,000 thrust upon him!

MP