Frequently Asked Questions

Got a question? If you can’t find an answer below feel free to call or email us!



Joining Us


I want to switch to Outfox the Market, how do I do it?


Due to innovations in the industry, it’s now never been simpler and easier to switch your energy supplier.
Once you have decided to switch to Outfox the Market, you can do it yourself through our website, or give one of our Customer Service team a call, who can walk you through the process over the phone.

How long does the switching process take?


The switching process currently takes 21 days for your account to move from your existing supplier, over to Outfox The Market.

Will I lose gas and electricity supply when I switch?


No, there is a smooth transition between your old and new supplier when you switch, which means that you never go without supply.

Do I need to contact my current supplier about switching?


Outfox The Market can do everything that is required to switch your account and will notify your current supplier as part of the switching process.
It is always beneficial though to give your existing supplier a call after you have signed up with us, and provide them with a final meter reading and arrange for a final bill to be generated.

I want to stop and cancel my switch to Outfox The Market, is this possible?


All new customers to Outfox The Market have a 14 day cooling-off period, starting from the day you switch.
If at any point during those 14 days you’re not happy for any reason, you can contact us and we will cancel the switch, and leave you with your existing supplier.

When will you reassess my direct debit payments?


We review your estimated usage and monthly payments yearly to ensure the current value is adequate for what you are using,
and we’re not under or over charging you. Providing accurate meter readings will help us to have a clearer picture of this.
If for any reason you feel your average usage has risen generally, you can contact us before your yearly review and ask us to change your billing amount accordingly.

I want to change my bank details, how do I do this?


You can do this online through the ‘Hero Hub’ portal, or by giving a member of a Customer Services team a call.

Outfox uses renewable energy, what does that mean?


Outfox The Market are proud to partner with DONG Energy, the world leader in wind technology.
We can guarantee 100% of the electricity we supply is generated from sustainable and renewable sources such as wind,
Bio thermal, Solar and other sources, much of which is generated right here in the UK.

Digital and personal security


Do you come to visit?


Outfox will only ever visit by appointment with customers, and we will never show up without having verified a suitable time with the account holder first.
We will never ask to enter your premises unannounced.

Do you have sales representatives?


We do not and will never have sales agents working door-to-door or approaching you in person.
If anybody knocks on your door claiming to be a representative,
please turn them away and call us on 0800 103 2702 to verify their identity.

What about my personal information?


We will never ask for your payment details in person.
Additionally, please keep all personal information to yourself, including online user information.
We will never request your password and you should not write it down or share it with anybody.
If you think someone might know your password, change it straight away online or through one of our customer representatives.
We can give you a temporary password which you should then change via your online portal.

Personal Account


How do I log into the customer portal?


To access the Hero Hub’, please click here,
or in the top right of your screen. From there you will need to enter your email and password to log in and view your account.

What and where is my customer number?


Your customer number is a unique number that allows us to identify your home and energy usage.
You can find it on your billing and correspondence from Outfox the Market to you. You can help us to help you by quoting it whenever you call us.

How often do I receive a statement?


You will receive a monthly bill in your customer portal, viewable before your specified direct debit date.
If you receive paper billing to your address, you will receive a bill in the post prior to specified direct debit date.

I have a complaint, who can I talk to?


At Outfox The Market, we aim for complete customer satisfaction. However, we understand that sometimes things can go wrong.
We want to resolve any issues you have as conveniently and smoothly as possible and will always try to resolve any issues with you over the phone during your initial contact.
Take a look at our complaints FAQ’s and policy Here for further information.

I want to speak to someone at Outfox The Market, when can I speak to you?


Our friendly Customer Service team are available from 8:30am to 7:00pm Monday to Thursday, 8:30am to 5:00pm Friday and between 9am and 2pm on Saturdays.
Please call our team on 0800 103 2702. Alternatively, you can email kapow@outfoxthemarket.co.uk.

Is there any impartial advice on energy supply?


Impartial advice can be found through this guide by the Citizens Advice Bureau. To access it, either click the ENGLISH or WELSH version.

Meter Readings


What is a 'dumb' meter?


‘Dumb’ meters are traditional Gas and Electricity meters found in many homes across the UK. These meters need to be manually read and the details passed to your energy supplier on a regular basis to ensure the amount of energy you are using, is accurately represented on your bill.

What is a 'Smart' Meter


‘Smart’ meters are the new current generation of metering which the UK government hopes to have in every household by 2020.
The benefits of smart meters include giving the supplier a live real-time view of your usage and energy activity,
and should bring an end to estimated billing across the industry — helping customers to save money.
Outfox The Market will be looking to offer our customers Smart meters during 2018, and we will be in touch with customers once we are in a position to begin rolling these out to homes.

When do I need to submit a meter reading?


If you can provide your readings monthly that would be great!
You can use our easy step-by-step guide to reading your meter or take a photo of your meter and send it into us.

Our Complaints Handling Procedure


We’re Here to Help


If you feel like we have let you down in any way, or have not met the high standards of service we pride ourselves on, we want you to let us know.
We recognise that things can occasionally go wrong, so our commitment to you is that we will always attempt to put things right.

Please Let Us Know


There are a number of quick and easy ways to contact us and tell us what’s wrong:

Call


Give us a call on 0800 103 2702 Our Customer Services team are available Monday – Thursday between 8:30am and 7:00pm, Friday between 8:30am and 5:00pm, and Saturday between 9:00am and 2:00pm. They’re a helpful and friendly bunch.

Email


Email us at kapow@outfoxthemarket.co.uk make sure you include your full customer details, and Outfox The Market account number so we know who you are.

Tweet


@Outfoxthemarket and one of our team will get back to you

Write


If you’d rather write us a letter, address it to our complaints department and pop it in the post to — Outfox The Market, North Mills, Leicester LE3 5DL.

Pop In


Alternatively come visit us in person at our Head Office location.

Our Aim


We always try our best to resolve any issues or concerns the first time you contact us, and to put things right within 24 hours of receiving a complaint.
If it is a more complex or complicated issue, sometimes it may take a little longer to get the outcome you require.
In these circumstances, we will stay in regular contact with you, so you know what actions we are taking and when we hope to have your concerns resolved.
The responses might include;
An explanation of what happened and why.
The actions we have taken to rectify the problem and stop it happening again.
An apology from us.
A goodwill gesture or compensation where it is appropriate.

Not Quite Right?



If you are still not happy with our efforts to sort any issues, we will refer your complaint to one of our senior team and take another look at things

We are confident we will be able to resolve your concerns the first time you contact us, but if for any reason the outcome was not what you expected, you can ask for your complaint to be referred.
In these cases, a Customer Services Manager will contact you within 5 working days to discuss your issue further and will work closely with you to provide a resolution you are happy with.
If for any reason you are still not satisfied after this has happened. You have a choice of what steps to take next.

  • Ask us to look at the matter again.
  • Request a ‘final response’ or ‘deadlock letter’ to be issued. In this letter we will document your concerns, the actions and steps we have taken in an attempt to resolve your complaint, and that we haven’t been able to reach a suitable solution.

We will also provide you with details for the energy ombudsman, who you can then contact to progress your concerns further

The Energy Ombudsman:


The energy ombudsman is an organisation which is independent from the energy industry, and can step in during situations where issues or complaints are unable to be resolved directly between us as your supplier, and you as the customer.

If you are not happy with our response and have requested a ‘final response’ or ‘deadlock letter’ from us, or if it’s more than 8 weeks since you first contacted us with your complaint and things still haven’t been resolved, then you can refer your issue to them directly.

The ombudsman service is completely free and impartial, and if they decide we should do more to resolve your complaint, and help you, we are bound by their recommendations.
However, if they decide there are actions you should take, you are not required to follow their advice.

If You Need Independent Advice

The Citizens Advice Consumer Service

It’s easy to get independent advice about your energy supply. The Citizens advice consumer service gives free, confidential and impartial advice. You can get in touch with them for advice at anytime during the complaints process.

Visit: www.citizensadvice.org.uk/energy

Or call the Citizens Advice consumer helpline 03454 04 05 06

(textphone 18001 03454 04 05 06)

Further Information:


Full details of our complaints procedure can be found on our website;
www.outfoxthemarket.co.uk/faq
If for any reason you require a hard copy of the process, or maybe require a large print or braille version, please call us and we will be happy to provide you with one.
Outfox The Market publishes its complaint statistics every 3 months so that you can see how well we are doing at putting things right if they do go wrong.

Outfox’s complaint procedure is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008, a copy of which can be obtained from www.OPSI.gov.uk

Printed copies of this legislation and other publications can be purchased directly from The Stationery Office Limited (TSO) below:

The Stationery Office Limited

PO Box 29

Norwich

NR3 1GN


Phone: +44 (0)870 600 5522

Email: book.orders@tso.co.uk

Web: www.tso.co.uk/bookshop