The Authority has amended the Code to prohibit saves and win-backs for all retailers for 180 days. These changes came into force on 31 March 2020.

Saves and win-backs is the term used to describe two ways a retailer may seek to win a customer back shortly after that customer has agreed to switch to another retailer. Clauses 11.15AA, 11.15AB, and 11.15AC of the Code place obligations on retailers in relation to customers who switch from a losing retailer to a gaining retailer.

For more information about the prohibition of saves and win-backs see our practice note below.

The reasons for our decision are available on our saves and win-backs development page.