If your energy supplier has ceased trading, we’ll provide an update on your case as soon as Ofgem nominate a 'Supplier of Last Resort' to take over as your new supplier. Until that time we appreciate your patience and recommend you take a meter reading.

More information on our SoLR process is available here.

Sales complaints: We can help.

We help resolve complaints relating to the sales process in the energy and communications sector.

Sales complaints in the communications sector.

If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications providers who are signed up to our scheme.

The most common types of sales issues are about:

  1. Mis-selling - landline and telephone.
  2. Broker.
  3. Contract renewal or renewal terms.

Mis-selling (residential).

For any sales completed online or over the telephone, The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 usually apply. This means that the provider must give you important information, including: a description of the goods or service, including the length of the contract; the total price of the goods or service; and details of your right to cancel. The provider must give you confirmation of the contract in writing upon completion of the sale. This will be on paper or by email in most cases.

The Consumer Contract Regulations 2013 also give you cancellation rights. You can cancel any order for goods (such as a mobile handset) within 14 days. If you decide you do want to cancel, you then have a further 14 days to return the goods for a full refund. You also have a 14 day cancellation period for service orders (such as broadband).

This period begins when you place the order. If the service starts within 14 days, you still have the right to cancel but you will need to pay for any services used. It is important to note that the 14 day cancellation period afforded by the Consumer Contract Regulations 2013 is the minimum communications providers must offer. Many have policies that exceed these timescales, so always ensure you read your terms and conditions.

Mis-selling (small business accounts).

Mis-selling means to sell something to a customer based on inaccurate or misleading advice. It can be a deliberate act or it can result from a misunderstanding between a customer and a representative of the company.

Mis-selling can include a salesperson providing inaccurate information relating to a variety of issues. For example, how much the service costs, cost comparisons with existing services, the inclusive equipment, the length of the agreement or whether lease fees are included in to the overall cost. A salesperson may also withhold important information that could otherwise influence a customer’s decision to purchase services.

Equipment will often be supplied on a lease arrangement. The cost of the equipment is typically spread over a period of several years. The term of these agreements can vary but will typically span between two and seven years. If the service is determined to have been mis-sold, the lease will need to be a consideration in the remedy.