How to switch ALL your bills – without getting into a muddle

WE’rE constantly being told that to get the best deals on everything from broadband to energy and insurance we should switch, switch, switch. But it’s not always as simple as we’re led to believe.

Your letters tell of companies taking money long after contracts should have been cancelled, outrageous estimated energy bills, debt collectors chasing money you didn’t even know you owed, and conflicting information on vital details such as whether you can take your landline number if you change phone company.

Guidelines seem to vary depending on which utility or product you are moving. If you cancel your direct debit, do you have to tell the firm you are leaving? How long should it take? And what are your cancellation rights?

More importantly, whom do you contact if something goes wrong (other than me, of course!).

Occasional mistakes will happen. But it is the manner in which firms respond that speaks volumes.

For many of us, the first stop when switching is an internet comparison site. But even these supposed aids can contain pitfalls for the unwary.

Some guide you towards deals which provide them with a kickback payment if you switch.

For example, there may be a tickbox option along the lines of: ‘Only show the products where we can help you switch.’

You must answer ‘no’ to this if you want to be shown all the options.

Also, be wary of a seemingly generous offer to have the top companies call you back. Once they have your number you may never hear the last of them.

If you don’t have access to the internet, or aren’t comfortable using it, then some comparison firms also provide help over the phone — but make sure you stress that you want them to look at the whole market, not just firms that pay them.

Examples of comparison sites include Which? Switch (0800 410 1149), uSwitch (0800 6888 557), MoneySuperMarket, CompareThe Market and GoCompare.

Or ThisisMoney.co.uk — our sister website — has carefully selected comparison partners that it believes can offer you the best service.

Now let’s look at the specific stumbling blocks you might hit and how to resolve them . . .

Our brilliant guide will save you hundreds on broadband, insurance and energy deals AND help you avoid the traps that lurk at every turn

firm picks it up and you can lose your number. This may be why some people choose to take a new number when they switch company. But if you do this then you must give notice to your old firm, otherwise they will contiinue to charge you. uk Thiings can get even more compplicated when switching to, or from,, a cable firm such as Virgin that also provides TV and broadband. regulator Ofcom is gathering information on barriers to switching, which include providers imposing different contract lengths on the phone, broadband or TV elements — making it very difficult to co- ordinate a switch. Of com told me: ‘We are considering whey her information about exit terms or contract lengths currently provided to consumers at the start of a contract is sufficiently clear. an afternative solution cloud be to require that all elements of a bunddle have the same contract end-date.’ As things stand, it is vital to make sure you tell your existing provider you wish to cancel your TV when you move your phone and broadband. Otherwise you may find your self still paying for TV even after other services have moved. On Monday, Ofcom closed a twoyearprobe into Sky. No enforcement actid on resulted but the firm has made it easier to cancel. sky is also providing refunds to cutomers who made a cancellation request by letter or email between May 1 and July 31, 2015, and did not have the correct notice period applied to their request. Customers who made a written cancellation request and found the notice period was not backdated to when Sky received the letter or email should call 0800 759 1703. Customers can now cancel Sky by using Live Chat online, phoning 03300 413 018, emailing mysky@sky. or writing to Sky Subscribers Services Ltd, pO Box 43, Livingston, West Lothian, EH54 7DD. another issue cropping up regularly is Virgin Media enforcing cancellation charges on customers who move to areas it does not supply. This prompted Ofcom to open a formal investigation into the fairness of Virgin’s early termination charges, including for those who move house. a Virgin Media spokesman says: ‘We urge customers to consider the length of contracts before entering into them. For customers who feel they need more flexibility, we have 30-day rolling contracts.’ Frustrations with switching have led some to cancel direct debits. This is never wise as it can lead to debt collection letters and might affect your credit score. In addition, leaving the direct debit open for a couple of months after cancelling allows the company to collect any money you owe and pay back any it owes you. This advice goes for all services and not just phone and broadband. If there is a problem with the direct debit that the firm will not resolve, ask your bank to intervene. Under the Direct Debit Guarantee scheme it is responsible for resolving payments taken incorrectly. If you change your mind about a contract that you agreed to by phone or internet you have 14 days to cancel. If you signed up in a shop then this does not apply.

However, if you have been promised faster broadband than is delivered, and the firm does not resolve the situation, then it may be that it is in breach of contract, which would allow penalty-free cancellation.

Independent arbitrators are Ombudsman Services or Cisas (details are in the next section).

HOLD ON TO YOUR MOBILE NUMBER

MOBILE phone operators have a simple device to keep us hooked — the upgrade. But do you really need a new phone? Most do the basics we all want: make calls, send messages and search the internet.

However, with a new phone on contract, part of the monthly bill is paying for the handset. So you could let your contract expire and save a small fortune by switching to a SIMonly deal, where you keep your old phone and simply pay for the data, texts and minutes you use.

You should tell your existing service provider that you want to end the contract, or it will keep charging.

To take your number you will need to ask for a paC code to give to your new firm and it’ll make the switch.

If you decide not to use the paC code and instead take a new number, you must contact your old provider again to tell them you won’t be using it and still want to cancel.

I’ve been contacted by people who have taken a new SIM or phone with a new contract and are shocked to discover they are still being charged for the old one because their paC code was not used.

If you change your mind about switching, you have a 14-day cooling off period if you took the new contract by phone or internet. But this right does not apply if you signed up in person, such as in a shop.

If something does go wrong and the firm won’t resolve it to your satisfaction, there are two arbitrators.

Many of the big mobile operators, including EE, Three and Vodafone, use Ombudsman Services on 0330 440 1614 ( ombudsman-services.org). However, around 200 communications companies, including Virgin Mobile and Talk UK, use Cisas — 020 7520 3827 ( cisas.org.uk).

TAKE AN ENERGY METER READING

THE most common complaints are that providers take too long to switch, attempt to prevent switches and hit you with double charges.

Extra Energy has been the focus of many complaints to Money Mail and, along with Npower and Scottishpower, ranked poorest in a Which? satisfaction survey.

The top-ranked firms were Ovo Energy, pFp Energy and Ebico.

The rules for switching are fairly straightforward. You can leave your existing contract up to six weeks before it expires without penalty.

Call your chosen firm to set up your new contract or go via a comparison firm. Once you’ve agreed, the switch should take place after around 17 days. This allows for a 14- day cooling- off period when you can change your mind. The new provider should write to you telling you the day of the switch.

You don’t have to tell your existing provider that you are leaving. However, you should take a meter reading on the switch day and send it to both your new and old providers. If you don’t do this you face the risk of getting an estimated reading.

If something goes wrong, contact the energy firm. If it doesn’t resolve it, contact Ombudsman Services.

FORGET CAR COVER REFUND

IF YOU pay by direct debit, tell your existing insurer you are leaving.

You must legally have car insurance if your vehicle is on the road.

If you pay by direct debit your insurer will automatically renew your cover unless you say not to.

You do have 14 days to cancel a new contract but will be charged pro rata for used insurance and may also face a cancellation charge, but these must be reasonable.

and if you switch half-way through the year, don’t expect to get a full six months’ premiums refunded.

as far as the insurer is concerned it has provided you with full cover and would have paid out the cost if your car had been written off.

If you have a dispute it won’t solve, go to the Financial Ombudsman Service (FOS) on 0800 023 4567 ( financial-ombudsman.org.uk)

MAKE BANKS PAY FOR MISTAKES

BaNKS are constantly luring us with offers of around £ 100 to encourage us to switch. But the real reason for switching should be because of a better package.

You don’t have to tell your bank you are moving, but it can help.

The new bank should switch everything, including standing orders, direct debits and incoming payments, such as your salary or pensions. It should also foot the bill for any mistakes that might occur with these payments during the switch.

The process should take no more than seven days. If something goes wrong, your new bank should remedy it. Under the direct debit guarantee the bank must sort out any problems with your direct debits — staff shouldn’t ask you to resolve them. Tell them you want to have your complaint registered so they take you seriously. If a bank won’t resolve a dispute, go to the FOS.