Energy > Stories

Green Star Energy problems – cold call locks man into contract he doesn't want

Nic McBride

Nic McBride
May 8, 2018

A call out of the blue from Green Star Energy has caused one man a month-long headache and left him locked in to a contract he doesn’t want.

Simon Oldham, a cleaning manager from Peterborough, was happy with his supplier Scottish Power, when he got a cold call from Green Star asking him to switch.


Flame silhouette

Simon agreed after Green Star told him he'd be able to save money by switching to them.

UPDATE: A Spokesman Said saves man from contract after a Green Star Energy cold call

On March 28 his switch began. But a couple of days later Simon changed his mind and decided he wanted to stay with Scottish Power.

"I didn't really want to go with them anyway. And Scottish Power are cheaper than Green Star. Green Star said they were cheaper, but they're not."

So, on April 6, Simon rang up Scottish Power telling them he wanted to stay.

Green Star Energy Review
“Green Star Energy charged me after I cancelled my switch in the cooling-off period”

He was transferred to Green Star and told them he wanted to stay with Scottish Power.

Under energy switching rules you have a 14-day cooling off period in which to cancel your contract without paying a termination fee.

Two days later Simon received an email from Scottish Power saying he was going to be signed up to a new tariff.

Simon thought everything was sorted.

But on April 12 he received email from Green Star saying he would be switched to them on the 18th.

Simon rang up and told them he'd already cancelled, but Green Star said they had no record of his conversation on the 6th.

Then they told him if he wanted to cancel he would have to pay a termination fee of £60.

"I'm pretty angry," he told A Spokesman Said.


Flame silhouette


Green Star say nothing

Simon rang and emailed Green Star to complain on April 12.

"They sent an email reply that they would respond within seven days."

By April 27 he still had no response to his phone call or email.

So, he came to A Spokesman Said.

We thought this was pretty poor from Green Star so we've gone to them and asked them to do the right thing and fix their mistake.

A Spokesman Said has received over 100 complaints from angry Green Star Energy customers. Many of these are about billing issues and poor customer service is also a common complaint.

In fact, Simon isn't even the first Green Star customer who has had trouble leaving the energy supplier.

Roz Danter cancelled her switch to Green Star Energy within the 14-day cooling-off period, but was still charged by the supplier. 

After Roz contacted us, we demanded Green Star investigate - and they refunded her and switched her back.


Problems cancelling your energy switch

Energy suppliers billing customers who cancel within the 14-day cooling-off period is a common problem.

Know your legal rights as an energy consumer to avoid getting caught out.

Before you sign up, check in the terms and conditions of your new contract if there is a cooling-off period and how long it is

A cooling-off period is the number of days you have to back out of the switch without being charged.

If you are charged incorrectly, make a complaint on A Spokesman Said.

We’ll do what we can to help.