Most Yell customers find that Yell’s products do not achieving positive results for their business.
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.”
It is little wonder that so many Yell customers wish to terminate their contract early.
It is that this point that many Yell customers find that they are locked into a contract that they cannot escape, even when they try cancelling within hours of placing an order.
f you are locked into a contract that you believe has been missold by Yell, this article will show you how to terminate your contract. This process has been successfully used by thousands of former Yell customers.
I must preface this article by making it clear that I am not a lawyer and that the information provided below does not constitute legal advice. You may wish to seek professional legal advice from a qualified solicitor before taking further action.
Has it been 14 days or less since you started your Yell contract?
If you started your Yell contract in the past 14 days, you should find that Yell will allow you to cancel your contract. Email Yell at firstname.lastname@example.org and inform them that the products do not match your expectations and that you now wish to cancel.
They will probably attempt to persuade you to stay by offering discounts or free products. I suggest you refuse all such offers and ask them to confirm your cancellation by email. Be sure to cancel all direct debit payment to Yell or Hibu to stop them taking any money out of your account.
Are you out of your initial contract period?
Most Yell contracts are for 6 or 12 months depending on the products you have purchased. After that period, you are on a rolling monthly contract which you can cancel by providing one month’s notice.
If you are now out of your initial contract period, email Yell at email@example.com and inform them that you now wish to cancel. Ask them to confirm your cancellation by email and be sure to cancel all direct debit payment to Yell or Hibu to stop them taking any money out of your account.
If it is more than 14 days since you started your Yell contract but still within your contracted period:
Yell will probably inform you that your agreement is a business-to-business contract to which consumer protection laws do not apply. They will tell you that you have agreed to their Terms and Conditions when you signed up and are now locked into a 6 or 12-month contract.
If you do try to cancel your contract, Yell may threaten you with debt collectors or threaten to place a black mark on your credit records. Do not allow yourself be bullied by Yell.
I have spoken with thousands of ex-Yell customers who have successfully cancelled their contract. None have ever been taken to court by Yell or had their credit record negatively affected.
According to one of Yell’s own staff members, “Yell’s contracts are not worth the paper they are written on”. I agree.
Whatever Yell might tell you, all contracts must be “fair and equitable” to both parties in English law.
You cannot be legally bound by any contract in which the product or service is unfit for purpose, not ‘as described’ or has been missold.
You also have the right to be informed of the terms and duration of a contract in a clear and transparent manner at the point of sale for a contract to be valid.
Yell may not make false claims about their products or missell their services. The services must also perform ‘as described’ by their sales agents. If they don’t, Yell are in breach of contract.
The Sales call
Your first contact with Yell was likely to have been a phone call from a sales agent, probably based in their Dublin call centre. The agent will have spent a considerable time with you on the phone persuading you that you need to enhance your online reputation, create a website and improve your visibility on Google. He will have made impressive claims about how Yell have helped many other local businesses and will have assured you that your phone will soon be ringing with customer calls if you follow his advice.
The agent will then have pressured you into buying one or more of the following Yell services:
You may also have been missold one or more of the following additional services:
- Marketing video
- Google Advertising
- Smart Performance
- Search Engine Optimisation
- Display Advertising
- Social Media Advertising
The agent will have set up a screen-share to show you examples of other Yell customers in your area.
At the end of the call, you will have been led to an online form with a tick box confirming your agreement of their terms and direct debit request.
It is likely that the agent will have offered you a bogus discount and implied that you were receiving a “special deal”. He may then have applied pressure by warning you that if you don’t take up the offer immediately you will lose the discount or you may lose your advertising slot. This use of high-pressure sales techniques is designed to make it very difficult for you to not proceed with the order.
Although you probably weren’t fully aware of what was happening, you are now locked into a 6 or 12-month contract with no cooling-off period or option to cancel.
Perhaps you realised your mistake shortly after the call, or you may have been using Yell’s services for several months and not seen any results.
If you contact Yell to complain that you’re paying large sums of money and not seeing any results, the sales agents then use this information to persuade you to buy even more of their useless products.
Follow these steps to get your contract cancelled:
1) Send an email to firstname.lastname@example.org (Yell’s CEO) with the following information:
- State the reasons why you believe Yell to be in breach of contract. Give specific and detailed reasons as to how and why the services were missold or are unfit for purpose. Read this article for details.
- Explain that you were given insufficient time to examine Yell’s Terms and Conditions during the sales call and that it was not made clear to you that you were committing to a 12-month contract with no cooling-off period.
- State that you consider the contract to be void and request that all services are terminated with immediate effect.
2) Insist that all further correspondence must be in writing only and that any attempt by Yell to engage debt collectors will be treated as harassment.
3) Request a copy of your personal data, call recordings and all other information (as is your right under GDPR). Explain that failure to provide this information within 30 days will result in a complaint to the ICO.
4) Do not discuss the matter with Yell by phone. If you receive a letter from their debt collectors (Moorcroft or Flint Bishop), advise them that you are in dispute with Yell and that any further contact will be treated as unfair 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) Cancel all of your Direct Debits with Yell (Check for both Yell and Hibu). Refuse any offers of compensation in the form of discounted advertising or other Yell services.
6) Send a copy of all correspondence to Yell’s CEO at email@example.com
I understand that you may be worried about Yell taking legal action against you, sending in debt collectors or placing a black mark on your credit record.
It is important to understand that Yell’s debt collectors (Moorcroft) have no powers to take any action. This are used by Yell solely to scare into submission. They have no power to visit your house, take you to court or remove your possessions. Only a court-appointed bailiff can visit your house.
I have now spoken with more than 3,000 Yell customers. There has never been a single case in which Yell have taken any customer to court or placed a black mark on their credit file.
What will happen next?
You will probably receive an email from Yell High Level Complaints Group. They will probably reject your cancellation and your complaint. This is a standard email sent to almost every Yell client who attempts to cancel their contract.
My advice is to ignore this email and to not respond in any way. You can also ignore any emails or letters you may receive from Yell debt collectors or solicitors.
The only thing you should not ignore is a genuine Court Summons (one that is not marked “draft”). I have never seen Yell issue a genuine court summons in the past two years.
If you wish to file a complaint about Yell’s practices, please email Trading Standards firstname.lastname@example.org