Your rights

Your right to cancel

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICAC).

  • As a Liverpool Energy Community Company customer, you will be given clear and easy to understand information by us (pre-contract information and contract confirmation). This should be supplied before you agree to buy anything from us.
  • If you decide you want to cancel your energy contract with Liverpool Energy Community Company, please call our customer service team, for free, on .
  • Liverpool Energy Community Company will also give you a copy of our terms and conditions relating to your energy contract.
  • You can cancel your contract within 14 days (cooling-off period) without giving a reason via phone or Durable Medium e.g. letter, email, text, personal account.

How to cancel

You can cancel your contract  via any durable medium; e.g. letter, email, text, personal account, or by telephone on .

This is to ensure that, should a dispute arise at some point after the contract has been concluded, both parties have a record about what was agreed.

The burden of proof that the relevant information has been provided rests with the trader. In this instance, Liverpool Energy Community Company.

A durable medium allows the consumer to access information directed personally to them, in an unchangeable format for as long as they might reasonably need it.

Know your rights

It’s easy to get free, independent advice so that you ‘know your rights’ as an energy consumer. You might want to get a better deal, find out how to make a complaint, get information about your electricity or gas supply, or ask for help if you’re struggling to pay your bills. To ‘know your rights’ visit Citizens Advice for up to date information or contact the Citizens Advice consumer service on .

Download the Citizens Advice ‘Know your Rights’ leaflet.

Useful documents
  • Know your rights leaflet
  • Complaints handling procedure
  • Guaranteed standards of performance
  • Our service to you
  • Pay-as-you-go guidance booklet
  • Smart pay as you go booklet
  • Terms and conditions of supply
  • Treating customers fairly