Contract term changes
Tariff, price or terms changed mid-contract, or exit fees are disputed.
2,603complaints of this kind in the census
425companies affected
48%graded severe
Where to escalate
- Energy Ombudsman — For gas and electricity suppliers, once the supplier has had 8 weeks or issued a deadlock letter.
- Ofcom-approved ADR (Communications Ombudsman or CISAS) — For broadband, mobile, landline and pay-TV, after 8 weeks or a deadlock letter.
- Citizens Advice consumer service — Free first-line advice on consumer disputes in England, Wales and Scotland.
What people actually describe
“wouldn’t let them back out”
“He just followed the link couldn’t read and yet he still has to pay over £100.”
“policy is packed with restrictive clauses designed to catch you out at the point of a claim.”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| Gigaclear | 85 | 14% |
| Plusnet | 41 | 9% |
| Smart Insurance | 29 | 14% |
| Ecosave Gas & Power | 24 | 22% |
| Card Saver | 24 | 44% |
| Napo Pet Insurance | 20 | 30% |
| Inspire Clean Energy | 19 | 11% |
| Salt Mobile | 18 | 17% |
| Peninsula UK | 15 | 22% |
| Love Energy Savings | 15 | 15% |
| Croner | 15 | 17% |
| IGS Energy | 14 | 11% |
Counts depend on how many of each company’s reviews are in the census, so this ranks what we have read, not the whole market. See the full ranking.