Shell Vitality is being investigated by the communications regulator for not telling clients that their broadband contracts have been coming to an finish.
Ofcom opened an investigation into whether or not the power large complied with its guidelines on communications with clients on Friday after Shell Vitality contacted them about potential issues.
Below guidelines launched a little bit over two years in the past, suppliers of broadband, cellular, house telephone and pay-TV should warn their clients when their minimal contract interval ends. They have to even be advised how a lot they might save if signing as much as a brand new deal, and be reminded of one of the best offers yearly.
Ofcom stated: "Info offered to Ofcom by Shell Vitality signifies that it didn't ship these notifications to some clients for a time frame beginning in February 2021, whereas different buyer letters could not have contained all the required data.
"We goal to finish our evidence-gathering part by the top of summer season 2022. We are going to publish an extra replace on any subsequent steps as soon as that part is full."
A Shell Vitality Broadband spokesperson stated: "We take our buyer duties very severely which is why we alerted Ofcom to a difficulty the place we didn't ship communications to a few of our clients relating to the top of their contract, though the worth they paid was unchanged.
"We have since addressed the problem and despatched applicable reminders to the affected clients.
"We sit up for working with Ofcom to stipulate the enhancements we have made and guarantee them of our dedication to delivering a wonderful buyer expertise."
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