Nous Reviews 

Antwoord van Nous

4 dagen geleden

Hi Anna,

Thanks for taking the time to share your feedback.

When we recommend an energy switch, we only do so where we expect the new tariff to save you money compared with your existing deal over the following 12 months. The £350 saving we showed was based on the underlying tariff rates, your expected energy usage and the forecast changes in energy prices over that period.

Energy prices are expected to rise, so your monthly payments were likely to increase even if you had stayed on your previous tariff. The new tariff protects you from those forecast increases and should mean you pay less for your energy over the year than you otherwise would have.

Your new supplier has also set your monthly direct debit based on its own estimate of your future usage. That can mean the amount collected each month increases even though the tariff itself is expected to save you money overall.

We appreciate that seeing your payment increase from £89 to £136 can make the saving difficult to see, and we’re very happy to help if you have any questions about how the figures have been calculated.

Antwoord van Nous

4 dagen geleden

Hi there,

Thanks for taking the time to share your feedback.

We’re sorry you’ve had difficulty getting hold of us and sorting out your account. That’s not the experience we want customers to have.

If you’re still having trouble, please email support@nous.co and we’ll look into what’s happened and help get things resolved.

Thanks again for raising this with us.

Antwoord van Nous

4 dagen geleden

Hi there,

Thanks for sharing your feedback.

The deals we put forward are chosen by comparing what’s available in the market with the cost of a customer’s existing energy deal. We wouldn’t propose a move unless we expected it to reduce what you pay over the course of the year.

We’re also independent of individual energy suppliers and don’t benefit from steering customers towards a particular provider. Any commission Nous receives from an energy switch is passed back to our members rather than retained by us.

If something about the comparison we made for you doesn’t look right, please email support@nous.co and we’ll be happy to take a closer look at the figures.

Antwoord van Nous

4 dagen geleden

Hi Rumer,

Thanks for taking the time to share your feedback.

We only recommend an energy switch where we expect the new tariff to save you money over the following 12 months. That comparison is based on the tariff rates, your expected usage and forecast changes in energy prices. With variable energy prices expected to rise, the tariff we found should leave you paying less over the year than you otherwise would have.

The monthly payment set by your new supplier is separate from the underlying cost of the tariff. Suppliers set direct debits based on their own estimate of future usage, so the amount collected each month can increase even where the tariff itself is expected to save you money overall.

We’re sorry that getting this resolved has felt more complicated than you expected, particularly when part of the reason for using Nous is to take the hassle out of managing your bills.

If you have any further questions, we’re very happy to help.

Antwoord van Nous

6 dagen geleden

Hi Julia,

Thanks for taking the time to share your feedback.

It sounds like when you signed up, you selected one of our savings modes where Nous finds and arranges savings on your behalf. When we find a potential switch, we send the full details in advance and give plenty of time to review what we’ve found before anything progresses.

For customers who prefer more control, we also offer modes where we simply provide recommendations and leave it up to you to choose when to take action.

If you have any further questions, we’re very happy to help.

Antwoord van Nous

6 dagen geleden

Hi Mark,

Thanks for taking the time to share such detailed feedback. We’re sorry to hear how frustrating this experience has been.

If you asked us to stop the switch and were then told that it had been cancelled, it should not subsequently have gone ahead. We’re really sorry if that’s what happened, it’s clearly not the experience we want customers to have.

Unfortunately, we haven’t been able to identify the account relating to this review from the information available, so we’re not able to look into exactly what happened in your case.

If you’re happy to email support@nous.co with the email address you used for your Nous account, we’d really like to investigate this properly.

Thanks again for raising this with us.

Antwoord van Nous

6 dagen geleden

Hi Rachel,

Thanks for taking the time to share your feedback.

Nous is designed to help households save money regardless of their size, and we only recommend a change where we expect it to leave you better off compared with your existing deal. If we don’t find a worthwhile saving, there’s no reason for you to switch.

We’re sorry that the experience felt pushy. Customers also have a 14-day cooling-off period after an energy switch is registered, during which the switch can be cancelled without paying an exit fee. We appreciate that the information you received around this clearly didn’t leave you feeling you had that flexibility.

Thanks again for sharing your experience, we’ll take the feedback on board as we continue improving how we explain the service and the choices available.

Antwoord van Nous

6 dagen geleden

Hi Vanessa,

Thanks for taking the time to share your feedback.

Nous accounts can only be created when someone signs up directly and enters their details themselves. We don’t add people to the service from third-party lists or receive customer details from other companies.

If you’re still receiving emails and would like us to look into what’s happened, please contact support@nous.co with the email address receiving the messages and we’ll be able to investigate.

If you have any further questions, we’re very happy to help.