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New customer lost — poor customer serviceF/2007/240
Mr V accepted a dual fuel market contract over the phone. Although the new retailer arranged for his account to be transferred, Mr V said it didn’t provide him with the terms and conditions of the new contract.
This was despite Mr V contacting the retailer several times to ask for the information before the cooling-off period of 10 business days ran out — the Energy Marketing Code requires an energy retailer to send contract terms and conditions to a customer within 2 business days of the contract being entered into.
During our investigation, Mr V said he didn’t wish to stay with the new retailer. However, he still wanted the initial contractual information, so he could review the offer.
In resolution of the complaint, the new retailer agreed to arrange for Mr V to be returned to his original retailer. This meant it couldn’t bill him for the time he was with it — the bill would come from the original retailer. The new retailer also provided him with the terms and conditions of its market contracts.
Retrospective transfers — which ‘undo’ a transfer and move an account back to a customer’s preferred retailer — are often part of the resolution of these types of complaints.
Return to Dual fuel case studies
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