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12 October 2011
Last updated at 19:40 ET
Energy companies are not always offering the cheapest deals to customers wishing to switch supplier, a consumer group has claimed.
Staff failed to outline the cheapest tariffs available in a third of all calls made during a small test sample by the consumers' association Which?
The group also questioned some of the advice offered on potential savings.
A number of energy companies have suspended or stopped doorstep sales, encouraging people to call instead.
'Fees ignored' Researchers at Which? called each of six major energy suppliers 12 times in one week and asked for the cheapest deal.
Telesales staff at Southern Electric, part of the Scottish and Southern Energy Group, mentioned the cheapest tariff in three of the 12 calls. It later said there was little price difference between the tariffs.
EDF Energy staff offered the cheapest deal in five of 12 cases.
Exit fees, for customers leaving energy contracts, were not mentioned in a third of all cases. Scottish Power failed to explain its £51 exit fee in nine of the 12 calls.
Which? also suggested that British Gas offered a cashback deal to one caller, but not another in the same region.
"It is unacceptable for sales staff to give information that is plain wrong or confusing," said Richard Lloyd, Which? executive director.
"Giving the right advice to customers about switching matters more than ever when so many people are struggling with escalating fuel bills and colder weather is starting to bite."
The concerns about information given during telephone calls come after two firms said they would permanently end doorstep sales of energy contracts.
British Gas, and Scottish and Southern, will only visit people's homes if invited.
Have you encountered problems when trying to get the cheapest deals? Have you recently switched suppliers? Did you have an unexpected exit fee? You can get in touch using the form below:
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Staff failed to outline the cheapest tariffs available in a third of all calls made during a small test sample by the consumers' association Which?
The group also questioned some of the advice offered on potential savings.
A number of energy companies have suspended or stopped doorstep sales, encouraging people to call instead.
'Fees ignored' Researchers at Which? called each of six major energy suppliers 12 times in one week and asked for the cheapest deal.
Telesales staff at Southern Electric, part of the Scottish and Southern Energy Group, mentioned the cheapest tariff in three of the 12 calls. It later said there was little price difference between the tariffs.
EDF Energy staff offered the cheapest deal in five of 12 cases.
Exit fees, for customers leaving energy contracts, were not mentioned in a third of all cases. Scottish Power failed to explain its £51 exit fee in nine of the 12 calls.
Which? also suggested that British Gas offered a cashback deal to one caller, but not another in the same region.
"It is unacceptable for sales staff to give information that is plain wrong or confusing," said Richard Lloyd, Which? executive director.
"Giving the right advice to customers about switching matters more than ever when so many people are struggling with escalating fuel bills and colder weather is starting to bite."
The concerns about information given during telephone calls come after two firms said they would permanently end doorstep sales of energy contracts.
British Gas, and Scottish and Southern, will only visit people's homes if invited.
Have you encountered problems when trying to get the cheapest deals? Have you recently switched suppliers? Did you have an unexpected exit fee? You can get in touch using the form below:
Powered By WizardRSS.com | Full Text RSS Feed | Amazon Plugin | Settlement Statement