Contract term changes
Tariff, price or terms changed mid-contract, or exit fees are disputed.
1,922complaints of this kind in the census
370companies 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
“was told I would be on a fixed tariff and pay a bit less than my previous provider, only found this out when I got a call”
“Bills quadrupled and in arrears, wouldn't let me leave until all arrears paid”
“Also they charged me the early exit fees prior to my cool down ending”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| Plusnet | 31 | 10% |
| Smart Insurance | 29 | 14% |
| Card Saver | 23 | 43% |
| Ecosave Gas & Power | 20 | 19% |
| Inspire Clean Energy | 19 | 11% |
| Napo Pet Insurance | 18 | 32% |
| Love Energy Savings | 15 | 16% |
| Peninsula UK | 14 | 26% |
| Handepay | 13 | 25% |
| Spring Savings | 13 | 9% |
| Croner | 13 | 17% |
| MailerLite | 12 | 13% |
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.