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Scottish Power cancellation charges

BobbajobBobbajob

Bit of advice required.

I was on a fixed tariff with Scottish Power that ended 31st December 2012. After this date I was moved to the standard rate.

I received an e-mail on 21st November 2012, telling me my offer was ending which had the following towards the bottom:

"If you notify us that you wish to change supplier before 1st January 2013 and if we receive a request for your supply from another supplier within 15 working days, we will not move you to our standard prices or apply cancellation charges (if applicable). If you have an outstanding debt, we may object to your supply leaving us, but we will give you time to pay the debt and leave us without incurring the increased prices."

I applied to change supplier on 4th December and the switch is happening over the next few days.

I was called by retentions on Thursday, who thought I should stay with them on their new tariff as it was "only" £139 per year more expensive. He told me my account also showed I was being charged a cancellation fee of £50. When I queried this as I was still Scottish Power customer on 10th January, so had not left before 31st December, he said they class the date of leaving as being when they receive the request from the new supplier. He said as he was in retentions he cannot access further information on my account and I needed to phone back to speak to customer services.

I haven't had chance yet, but does any of the above sound right? And has anyone else been hit with these charges in similar circumstances?

Is it the wording in the e-mail that "If you notify us" and by just changing supplier is not classed as notifying.

In before TLDR.

All Comments (16)

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    Bobbajob
    Terms & Conditions for the tariff I was on.

    Section 5.2 states "The Agreement shall end on the date a new Gas Supplier is permitted by the
    relevant supply industry processes to supply gas to the Premises."

    So surely as I'm still paying Scottish Power for my gas and electricity, the agreement has not ended.
    jase.2
    Id wait until you see it on a final bill, we all know different call centre sales people say different things, then complain if it does appear. I got £50 back from SP earlier this year as they "forgot" to start taking direct debits from my account after I swiched to them so im sure it will be fine even if you need to complain
    Bobbajob
    I've checked online and my bill is showing a cancellation charge of £30.64, which I guess is for one of the services.
    tomba
    Sounds like you have an EXCELLENT case against any cancellation charges...
    "If you notify us that you wish to change supplier before 1st January 2013 and if we receive a request for your supply from another supplier within 15 working days, we will not move you to our standard prices or apply cancellation charges (if applicable).

    You should check your original "contract" or joining eMail for the small print.

    Not sure I would trust Scottish Power...my 85 year old father has been with them for years only to find that they REVERSED his meters so he was on economy7 in DAY and racking up nightstore heating at PEAK rates...despite many complaints to them...he has now left them.
    COMPLAIN through their website address as they may listen that way (_;)
    Bobbajob
    tomba
    Sounds like you have an EXCELLENT case against any cancellation charges...
    "If you notify us that you wish to change supplier before 1st January 2013 and if we receive a request for your supply from another supplier within 15 working days, we will not move you to our standard prices or apply cancellation charges (if applicable).

    You should check your original "contract" or joining eMail for the small print.

    Not sure I would trust Scottish Power...my 85 year old father has been with them for years only to find that they REVERSED his meters so he was on economy7 in DAY and racking up nightstore heating at PEAK rates...despite many complaints to them...he has now left them.
    COMPLAIN through their website address as they may listen that way (_;)


    I had trouble with them a few years ago and put in a formal complaint which led to one of their retention team receiving a written warning for offering me something to stay with them on the phone which was then totally different when it turned up in the post.

    But the thing is, I didn't notify them that I wanted to leave, they received notification from the new supplier.

    And I've scoured the website and can't find an e-mail address only their 0845 phone number, so much for it being an online account.
    lost1611
    tomba
    "But the thing is, I didn't notify them that I wanted to leave, they received notification from the new supplier"

    Most of the utility companies will say "you do not need to do anything else...we will notify your current supplier....and do everything to change you over". I think Scottish Power also quote this if you apply to change.
    It would be a poor excuse by them to use against you considering New Company Notification is effectively YOU telling them you want to leave.

    Or do they expect you to stay on the line for 20 minutes to be transferred back and forth....not reasonable, I'd say.

    Good luck...worth pursuing!
    Bobbajob
    Thanks. I'll call them on Monday evening and have a moan.
    aneng
    Any chance of an update Bobbajob? I'm in exactly the same situation now. They're trying to tempt me back by offering to waive the "cancellation fee" that I've only just discovered they're planning on charging!
    Bobbajob
    aneng
    Any chance of an update Bobbajob? I'm in exactly the same situation now. They're trying to tempt me back by offering to waive the "cancellation fee" that I've only just discovered they're planning on charging!


    Are you in exactly my position?

    I had all of the terms and conditions and the e-mail printed off with the relevant parts highlighted and phoned customer services.

    I was ready to argue my point and take it further if needed, but they just said that's fine we'll cancel the charges.

    So first step is to phone customer services and ask if there are any cancellation charges and get them to justify them if there are.

    If there aren't any, I'd be tempted to make a complaint against the person that phoned you up in the first place.
    cornflakes
    Hi,

    Sorry to bring up an old topic but I have just had the same problem with Scottish Power. My facts are a little different in that I applied to switch to another supplier the same night I received that email regarding the cancellation charges. Also received a phone call from them a few weeks later who threatened that I was breaching my contract, but then seemingly backed off once I mentioned the contents of the email.

    I have been charged the cancellation fee and had contacted them to ask why. After all, I switched before the stated date right?

    This is the reply I got:

    "You are correct in that no cancellation fees would apply if you were to notify us prior to changing supplier, however I cannot locate a telephone call, letter or email where you advised us of your intention to change.

    If you still wish to dispute the cancellation fee we would be grateful if you could advise us of the date and method you contacted us to advise of your intention to change and we will investigate this further."

    Ridiculous or not?
    csiman
    cornflakes
    Hi,

    Sorry to bring up an old topic but I have just had the same problem with Scottish Power. My facts are a little different in that I applied to switch to another supplier the same night I received that email regarding the cancellation charges. Also received a phone call from them a few weeks later who threatened that I was breaching my contract, but then seemingly backed off once I mentioned the contents of the email.

    I have been charged the cancellation fee and had contacted them to ask why. After all, I switched before the stated date right?

    This is the reply I got:

    "You are correct in that no cancellation fees would apply if you were to notify us prior to changing supplier, however I cannot locate a telephone call, letter or email where you advised us of your intention to change.

    If you still wish to dispute the cancellation fee we would be grateful if you could advise us of the date and method you contacted us to advise of your intention to change and we will investigate this further."

    Ridiculous or not?
    but you didnt inform them you were switching
    cornflakes
    Neither did Bobbajob. I've already replied to them saying that a new supplier contacting them is implicit of my intention to move. Now emailing them via their MSE forum contact.

    "Please consider what this change means for you. If you are not happy with these standard prices, you are free to choose another ScottishPower offer or notify us that you wish to end your agreement by changing your supplier.For free, independent, confidential and impartial advice on consumer issues visit Citizens Advice or call the Citizens Advice consumer helpline on 0845 404 05 06.

    If you notify us that you wish to change supplier before 1st June 2013 and if we receive a request for your supply from another supplier within 15 working days, we will not move you to our standard prices or apply a cancellation charge. If you have an outstanding debt, we may object to your supply leaving us, but we will give you time to pay the debt and leave us without incurring the increased prices."

    "you are free to choose another ScottishPower offer or notify us that you wish to end your agreement by changing your supplier."


    This can be read in two ways. I read it as changing your supplier is a way of notification. Seems to be quite a few complaints regarding this so I know I'm not the only one.
    squillion
    Threaten to refer them to the Ombudsman - they'll back off.

    No way I would accept a penalty fee once the contracted period has finished, regardless of any other conditions they might try to impose.
    squillion
    Alternatively simply start a case against them in the Small Claims Court - for free, can be done online, they won't defend it for £30.
    duffcam
    Bobbajob
    tomba
    Sounds like you have an EXCELLENT case against any cancellation charges...
    "If you notify us that you wish to change supplier before 1st January 2013 and if we receive a request for your supply from another supplier within 15 working days, we will not move you to our standard prices or apply cancellation charges (if applicable).

    You should check your original "contract" or joining eMail for the small print.

    Not sure I would trust Scottish Power...my 85 year old father has been with them for years only to find that they REVERSED his meters so he was on economy7 in DAY and racking up nightstore heating at PEAK rates...despite many complaints to them...he has now left them.
    COMPLAIN through their website address as they may listen that way (_;)


    I had trouble with them a few years ago and put in a formal complaint which led to one of their retention team receiving a written warning for offering me something to stay with them on the phone which was then totally different when it turned up in the post.

    But the thing is, I didn't notify them that I wanted to leave, they received notification from the new supplier.

    And I've scoured the website and can't find an e-mail address only their 0845 phone number, so much for it being an online account.

    tomba
    Sounds like you have an EXCELLENT case against any cancellation charges...
    "If you notify us that you wish to change supplier before 1st January 2013 and if we receive a request for your supply from another supplier within 15 working days, we will not move you to our standard prices or apply cancellation charges (if applicable).

    You should check your original "contract" or joining eMail for the small print.

    Not sure I would trust Scottish Power...my 85 year old father has been with them for years only to find that they REVERSED his meters so he was on economy7 in DAY and racking up nightstore heating at PEAK rates...despite many complaints to them...he has now left them.
    COMPLAIN through their website address as they may listen that way (_;)


    Scottish power also charged me day rate for night electricity etc. It took months to resolve it.

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