Are you locked into a Yell contract from which you wish to escape?
Yell recently admitted that “33% of its customers leave every year, 25% of customers complain about them, and most customers would not recommend Yell to a friend.”
In June 2020, a motion was tabled in Parliament calling for an urgent investigation into Yell’s business practices.
It is little wonder that so many businesses want to terminate their Yell contracts. However, it is that this point that many Yell customers find they are locked into a contract from which they cannot escape, even when they try to cancel within hours of having placed an order.
If you are locked into a contract that you believe was mis-sold by Yell, this article will show you how to terminate your contract. This process has been used successfully by thousands of former Yell clients.
Please first watch this video which shows how Yell’s sales agents habitually make false claims to sell Yell’s products.
Are you out of your contracted period?
Most Yell contracts run for either a six or twelve-month duration depending on the products you have ordered. Once you are out of your contracted period, Yell with then switch you to a monthly rolling contract that you can cancel by providing one months’ notice.
If you are outside of your contracted period, I suggest you contact Yell by email at email@example.com and notify them that you wish to cancel.
I advise you do not speak to Yell by phone. They will try to persuade you to stay by offering bogus discounts or suggesting that your business will suffer if you do not keep using Yell’s services. You will want a written record of your notice to cancel.
Once you have terminated your contract, immediately cancel your direct debit payments to both Yell and Hibu with your bank.
Are you still within your contracted period?
Yell is unlikely to agree to cancel your contract if you are still within the initial six or twelve-month term of your contract. Therefore, you will need to provide Yell with valid reasons for your cancellation.
What are valid grounds for cancelling a Yell contract?
Informing Yell that you have “changed your mind” or are “not getting any customers” are not valid reasons for cancelling your contract.
There are two key areas in which you can make a valid argument for terminating your contract early.
1) Your contract was mis-sold.
Mis-selling is a sales practice in which a product or service was deliberately misrepresented, or the customer was misled about its suitability.
Mis-selling may also involve the deliberate omission of key information, the communication of misleading advice, or the sale of an unsuitable product based on the customer’s expressed needs and preferences. A customer cannot be bound by the terms of a contract that has been mis-sold.
2) Yell was in breach of contract.
A breach of contract occurs when Yell’s products fail to match the claims made by the sales agent or where the terms of the contract are “unreasonable”.
The Unfair Contract Terms Act (UCTA) 1977 requires that the terms of any contract must be “fair and equitable” to both parties. This requirement applies to business-to-business contracts as well as business-to-consumer.
The determination of whether the terms of a contract are reasonable can only be decided by the courts and not by Yell or its lawyers.
Was your contract mis-sold by Yell?
Here are a few possible reasons that may determine whether your contract was mis-sold:
- The sales agent lied about the nature of the call.
e.g. Did the agent tell you that he was not calling to sell you advertising but offering a “free marketing review” of your business?
- The sales agent made false claims about Yell’s relationship with Google or any other third-party.
e.g. Did the agent give you the impression that Yell has specific knowledge about how Google’s algorithm works or which directories Google uses to evaluate businesses?
- Did the sales agent use an “online reputation tool” to suggest that Google is “penalising your business”?
e.g. Yell sales agents often use this tool to scare customers into buying Yell’s products.
- Did the sales agent claim that having your business listed in online directories would improve your website’s ranking on Google?
e.g. Yell does not have any inside knowledge of how Google’s algorithm might work.
- The sales agent gave you assurances about the results you could expect to see by using Yell’s products.
e.g. Did the agent say that you would gain new customers or generate more leads by using Yell’s products?
- The sales agent pressured you into buying a product or service that you didn’t want.
e.g. Did they agent put any pressure on you to place an order for fear of losing a “special discount”?
- The sales agent offered a bogus discount to induce you to buy Yell’s products.
e.g. Did the sales agent offer you a “discounted” rate that was the same rate available to all other Yell customers?
- The sales agent failed to disclose important information about the product.
e.g. Did the sales agent fail to disclose that Yell take a 40%-50% “management fee” from your advertising budget?
- Were you persuaded to place an order with Yell either wholly or partly on the basis of its reviews on Trustpilot?
If so, please see this evidence which shows that Yell falsely manipulates its Trustpilot reviews.
For more examples and recordings of common false claims made by Yell sales agents, please watch the video at the top of this page.
Was Yell in breach of contract?
- Did the sales agent make it clear to you that you were entering into a six or twelve-month contract with no cooling-off period?
- Were you given sufficient opportunity to read Yell’s terms and conditions before placing an order?
- Did the sales agent claim that your promoted listing on Yell.com would be guaranteed to appear in a specific position on the page?
- Did Yell supply you with a valid Advance Notice of payment in writing at least six days before each direct debit payment was taken from your bank account?
How to cancel your Yell contract
If any of the reasons listed above match your experience of dealing with Yell, you may have suitable grounds for cancelling your contract.
Our experience is that even when you provide valid reasons for terminating your contract, Yell will still refuse. Yell’s refusal should not give you any cause for concern, nor should it prevent you from terminating your payments.
If Yell does wish to dispute your allegations, the onus is on them to prove that you were not mis-sold.
In every case we have seen where a customer chose to take Yell to court, Yell settled the case before the hearing took place. Yell knows that its contract will not stand up in court.
Where can I get a template cancellation letter?
We do not provide templates. It is far more beneficial for you to describe in your own words how you believe you were mis-sold or how your contract was breached.
You should have gained enough information from this article to understand some of the most common ways in which Yell’s customers are misled. Your circumstances may differ from others.
Will I have to take Yell to court?
No. Our advice is to simply email Yell to inform them that you wish to terminate your contract. Provide your reasons for cancelling and then terminate the direct debit payments with your bank.
What is likely to happen next?
Yell is likely to send you a templated response rejecting your cancellation. It will threaten to take legal action against you or instruct debt collectors if you do stop your payments.
Under no circumstances should you speak with any Yell staff or their legal representatives by phone. Insist that all communication is in writing and only respond to Yell by email or letter.
You may then receive a letter from either Moorcroft (Yell’s debt collectors) or Flint Bishop (Yell’s lawyers). They will do everything possible to scare you into making a payment. They have even been known to send fake court documents.
Will Yell take me to court?
We have assisted more than 3,500 Yell customers over the past two years. We have never seen a single case in which Yell took a customer to court; nor do we believe they would.
Could Yell send bailiffs to my home or work address?
The only circumstances in which a bailiff can visit your premises is if Yell took you to court, won the case and you still refused to pay.
We have never seen a single case in which Yell took a customer to court; nor do we believe they would.
Could Yell place a black mark on my credit rating?
The only circumstances in which a black mark could be placed on your credit rating is if Yell took you to court, won the case and you still refused to pay.
We have never seen a single case in which Yell took a customer to court; nor do we believe they would.
How can I stop Yell’s debt collectors from pestering me?
You may wish to join thousands of other Yell customers in registering to be part of the group action claim being brought against Yell by Croft Solicitors. Yell’s solicitors and debt collectors are not allowed to contact you directly once you have legal representation. Nor are they permitted to pursue any debt until the group action is resolved.
Joining the group action will allow you to register a claim for your losses and any other damages you have suffered as a result of your dealings with Yell.
You may also attempt to take your own legal action against Yell in the County Court by filing a small claim online. In every case of which we are aware, Yell agreed to settle the claim before it reached the court.
How can I move my website away from Yell?
Please read this article for information on moving your website and domain name away from Yell.
How can I regain access to my Google advertising and social media accounts?
If Yell refuse to give you access to your Google advertising account, you can file a complaint with Google.
Follow these steps to terminate your Yell contract
1) Send an email to firstname.lastname@example.org stating that you wish to terminate your contract and provide the reasons for your cancellation (see valid reasons above). Insist that all future correspondence is in writing only.
2) Contact your bank to cancel your direct debit payments to Yell and Hibu.
3) Request a copy of your personal data, call recordings, and all other information held about you by Yell (This is your right under GDPR). Explain that any failure to provide this information within 30 days will result in a formal complaint to the ICO.
4) If you receive a letter from Yell’s debt collectors (Moorcroft or Flint Bishop), advise them that you are in dispute with Yell and that any further contact will be treated as harassment for which you will hold them legally liable.
Moorcroft and Flint Bishop are debt collectors and not court-appointed bailiffs. They have no legal powers to do anything other than send you a letter.
5) Consider joining the group action against Yell to gain legal representation and register a claim for losses and compensation.