Helping Calderhead resolve contract mis-selling

BFFF Energy Services, powered by Troo, is a dedicated energy service for members of the British Frozen Food Federation.

When Calderhead faced a complex issue with their energy contract, they turned to us for help.

The situation

Calderhead had been on a fixed-term energy contract through another broker, which was set to end in May 2024. The broker recommended extending the contract, and Calderhead agreed, assuming it was the same type of fixed agreement.

Later, the broker suggested another extension until 2029. The rates looked reasonable, so Calderhead agreed once more. However, when the first bills arrived under the new contract, they noticed an increase in costs. This prompted them to look into the contract terms.

What we found

It turned out that the new contract wasn’t the fully fixed deal they had expected. Instead, it was a pass-through contract. This type of agreement fixes the wholesale energy rate but allows other charges, such as taxes and levies, to fluctuate. As a result, Calderhead faced uncertainty over their monthly and annual costs until 2029.

When they sought clarity from their broker, they didn’t get a clear response. The broker couldn’t provide call recordings or written evidence to explain what had been agreed regarding the contract type.

Our solution

We stepped in to help Calderhead resolve the situation. Here’s what we did:

• Supplier engagement: We contacted the energy supplier directly, bypassing the broker. We outlined the situation and requested call recordings.
• Reviewing the evidence: The supplier retrieved the recordings, which confirmed that the client had been misled about the type of contract. The verbal discussions did not match the actual agreement.
• Voiding the contracts: With this evidence, we worked with the supplier to void all the contracts set up by the broker, freeing Calderhead from the unexpected terms.

The outcome

With the previous contracts voided, we moved quickly to secure a new agreement for Calderhead. We conducted a price benchmarking exercise and arranged a fully fixed contract, backdating the rates to May 2024. The new contract runs until 2027, providing budget certainty and stability.

In their own words

"We were initially concerned about the rising costs and the lack of clarity in our energy contract. The situation was stressful, and we weren’t getting the answers we needed from our broker. BFFF Energy Services stepped in and took charge of the entire process. They handled all communication with the supplier, uncovered the issues with the contract, and successfully voided it. We felt reassured throughout, knowing that they had our best interests at heart. Thanks to them, we now have a fixed contract in place, giving us the cost certainty we needed. We couldn’t have asked for a better outcome." - Sara Owrid, Managing Director

How we can help

Troo is here to provide businesses with straightforward, transparent energy advice. By working closely with organisations like the British Frozen Food Federation, we help members understand their options and avoid confusion in their energy contracts.

If you’re looking for practical support to bring clarity and stability to your energy agreements, give us a call on 0808 164 2222 or email hello@troocost.com.