Small energy supplier Outfox the Market, mired in serious service issues, is involved in a furious war of words with a band of former customers who have taken to social media to criticise the company.
The exchanges have resulted in the Leicester-based company writing to some members of Facebook discussion group ‘Outfox the Market Escapees’ warning them of imminent legal proceedings against them.
In the letter, it accuses the recipients of ‘hijacking’ customer review websites and involvement in ‘social media hate groups’. Some have been informed that the company is seeking damages for ‘injury of feelings’ of £10,000.
Both Citizens Advice and uSwitch have ranked the energy company bottom for customer service
Another recipient who has received a letter from Bastian urging them to ‘remove’ themselves from the Facebook group Outfox the Market Escapees so as to ‘avoid being involved in all relevant litigation’ said: ‘Outfox the Market Escapees is not a hate group.
‘It’s more accurate to call them disgruntled customers – former and current – speaking about their experiences. Outfox should spend more time rectifying account issues and less time arguing with reviewers on sites such as Trustpilot.’
On Friday, Outfox said the company was working hard to restore customer service levels to the ‘high standards it set for the vast majority of 2018’.
It also said the ‘letter before action’ it had sent was not as a result of customers criticising poor service. It added: ‘We will not stand by while staff are harassed on the basis of race, gender or occupation. Outfox staff should not have to suffer in this way.’
Some of the Facebook posts seen by The Mail on Sunday – and provided by Outfox – are indeed racist but represent a tiny minority of the overall complaints.