From Loyal Customer to Lost Customer
Yaseen, the operator I spoke to, was fantastic — polite and genuinely helpful.
The company’s tariff policy, however, is another story. After 5 years as a loyal customer, I’ve always switched to their cheapest tariff (as their invoices themselves suggested). Now, Outfox is demanding £75 per fuel just to internally switch my tariffs — even though I’m not leaving!
This feels like outright exploitation of loyal customers. It’s not customer service, it’s cash extraction. I expected far better after years of loyalty, and this policy has driven me to look for another supplier.
Reply from Outfox Energy
Hello Jayan, thank you for your review. We do appreciate your custom over the last few years and we are sorry that you are disappointed - for context, exit fees on fixed tariffs (when switching internally) have always been part of our terms and conditions but on most occasions we would make the decision not to apply them. We want to continue to offer customers the cheapest fixed tariffs in the UK, and with margins and competition becoming increasingly tougher, moving forward, we have made the decision to adhere to our terms and conditions with some slight caveats - 1. You’ve completed 50% or more of your current fixed tariff duration, and 2. the tariff you’re moving to is equal to or longer in duration than your current fixed tariff. If you meet these two conditions, you can switch to any of our currently available tariffs without waiting until the last 49 days. Hope this helps.
Thanks
Team Outfox.