Dear Craig,
Thank you for taking the time to share your experience — I’m truly sorry to hear about the frustration and distress this situation has caused you.
We understand how concerning unexpected fees can be, especially when they impact your financial situation. To clarify, Uswitch relies on the information users provide during the comparison process — such as your current energy supplier and the specific tariff you're on — in order to generate accurate switching results. If a Standard Variable Tariff (which typically has no exit fees) is selected, our tool will reflect that in the results. If you were on a Fixed Tariff, however, exit fees may apply — and it's something we always aim to highlight clearly.
In your case, based on the details entered, our system displayed that no exit fees were applicable. If this was inaccurate, it was due to an incorrect tariff selection during the journey when you were filling in all the details.
When you contacted us directly, we did request additional details to investigate further, and we followed up multiple times. Unfortunately, as we didn’t receive a response, the case was closed.
We're very sorry this experience led to such frustration — please know we take feedback seriously and remain committed to helping consumers make informed choices.
Margo,
Customer Operations Team