Outfox the Market (Outfox Energy): leaving, exit fees, fixed term ending, moving house

Outfox the Market is the old trading name of Foxglove Energy Supply Limited (company number 09689035), a Leicester supplier that now trades as Outfox Energy within the Bastian Plc group. It has supplied homes since 2017, sells gas and electricity across Great Britain, and runs as a digital supplier: bills, meter readings and account changes go through the online portal or app, and credit customers pay by monthly Direct Debit. The address is 16 North Mills, Frog Island, Leicester LE3 5DL.

How to leave Outfox the Market

Clause 4.12 of the terms says you “can leave us at any time by initiating a switch to another supplier, subject to any exit fees that apply to your tariff”. You sign up elsewhere, the new supplier sends Outfox your opening reading, and under Ofgem’s rules the switch completes within five working days. Outfox’s help article says the final bill follows once the new supplier’s readings arrive, usually within four to six weeks of the switch date, and any credit is refunded within 10 working days of that bill (clause 13.2.2).

Keep your Direct Debit in place until the final balance is cleared (clause 12.13), and pay any arrears first, because they let Outfox block the switch (clause 5.6.2).

Changed your mind within 14 days of signing up? Contact Outfox by phone or web chat. To stop the switch itself, ask before 16:30 at least one working day before the switch date; afterwards you can still cancel without an exit fee.

Notice period and fixed tariffs

Outfox has no notice period for leaving; the switch itself ends the contract. What matters is the tariff type. The Fox Standard variable tariffs carry “no exit fee” and no minimum term (clause 9.2). Fix’d, Clean Fix’d, Super Fix’d and Fix’d 12m are fixed-price tariffs where “an exit fee will be charged, as set out in your contract confirmation and Tariff Information Label” if you leave early (clause 9.1.7). The Outfox the Price Cap Tracker tariffs are fixed-term but not fixed-price; their listed exit fees are £75 per fuel for most versions and £50 per fuel for V2 (clause 9.3.9).

Clause 8.13 mirrors Ofgem’s rule from October 2013: “you will be given at least 42 days’ notice of the expiry of your tariff and provided with your renewal tariff options. You can also leave without penalty once you are within 49 days of your tariff end date.” If you choose nothing, clause 9.1.6 moves you to the relevant standard variable tariff; Outfox cannot roll you onto a new fix without your say-so. The guide to a fixed energy tariff ending explains how to time a switch around those dates.

Price rises: your rights

Fixed tariffs keep their unit rates and standing charges for the term (clause 8.12); only your Direct Debit amount can move with your usage. On variable tariffs clause 8.11 lets Outfox raise or lower charges at any time, but where a change is “not to your advantage, we will give you reasonable notice of the changes. If you do not agree with the changes, you can switch to another supplier without penalty.” Ofgem fixes the minimum at 30 days’ advance notice for a price increase. Tracker customers are different: prices move each quarter with the price cap, Outfox gives at least seven calendar days’ notice of each change (clause 9.3.4), and because that movement is part of the deal it does not open a free exit.

Moving home

Clause 16 asks you to tell Outfox the moving date and give a meter reading for the day you leave; use the “I’m moving out” tab in your online account. You pay charges up to and including that day, and you must leave a forwarding address for the final bill or refund. If you say nothing you stay liable until a new occupant takes over or you can prove you moved out (clause 16.6).

Want Outfox at the new address? It needs at least 21 days’ notice before the supply start date and will open a new contract (clause 16.7). Two warnings: tracker tariffs “are non-transferable to new addresses” (clause 9.3.1), and if a move closes a fixed tariff that Outfox cannot continue at the new home, the exit fee still applies (clause 9.1.7). Our guide on moving house and your energy supplier lists what to read and photograph on the day.

Contact and complaints

Web chat on outfox.energy and the freephone 0800 103 2702 are staffed Monday to Friday 08:30 to 17:00 and Saturday 09:00 to 14:00. Email hello@outfox.energy; the help centre is help.outfox.energy.

For complaints, email complaints@outfox.energy or hello@outfox.energy, use web chat, call, or write to Outfox Energy, 16 North Mills, Frog Island, Leicester LE3 5DL. The policy promises a dedicated team and aims to resolve complaints within 15 days. If eight weeks pass without resolution, or Outfox sends a deadlock letter, you can take the case to the Energy Ombudsman (0330 440 1624, enquiry@energyombudsman.org, PO Box 966, Warrington WA4 9DF) within 12 months of the letter. It is free and its decision binds the supplier. Citizens Advice (0808 223 1133) or Advice Direct Scotland (0808 196 8660) can help at any stage.

What to check before you switch

Open your Tariff Information Label in the portal: it shows the tariff name, end date and exit fee that apply to you. If the end date is within 49 days, leaving is free. Check the account balance, because arrears block the switch, and note your annual kWh figure, explained in our bill guide.

Then compare current deals in the UK energy comparison, follow how to switch energy supplier, and set the contract end reminder so the 49-day window does not pass unnoticed.