How to get out of a contract

25/11/2019, SEO

How to get out of a contract

Are you locked into a Yell contract from which you wish to escape?

Yell recently admitted that “33% of Yell customers leave every year, 25% of Yell’s customers make a complaint, and most Yell customers wouldn’t recommend the company to a friend.”

In June 2020, a motion was tabled in Parliament and signed by 24 MPs calling for an urgent investigation into Yell’s business practices.  

Yell has received thousands of complaints of high-pressure selling, mis-sold contracts and unfair contract terms. Facebook groups comprised of over 3,500 disgruntled Yell customers reports of ongoing customer dissatisfaction, ineffective products and poor customer service. 

It is, therefore, little wonder that so many businesses wish to terminate their Yell contracts. At this point many Yell customers are told that 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 have been told that you are locked into a Yell contract, this article will show you how to escape. 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 ordered. Once you are out of your contracted period, Yell switches you to a monthly rolling contract that you can cancel by providing one months’ notice.

If you are outside of your contracted period, you can simply contact Yell by email at [email protected] 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 to have a written record of your notice to cancel.

Once you have terminated your contract, immediately cancel your direct debit payments to Yell 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 cancellation.


What are valid grounds for cancelling a Yell contract?

Informing Yell that you have simply “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. You 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 both 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 a court 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?. If so, this is a false claim.

  • The sales agent made false claims about Yell’s relationship with Google or other third parties.
    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? If so, this is a false claim.

  • 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 mislead customers into buying Yell’s products. This is a false claim.

  • 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. This is a false claim.

On September 23rd 2021, a question was posted on Twitter by Murari Lal asking whether submitting a business to online directories is given any weight by Google.

Google’s Search Advocate, John Mueller, replied “Those are generally seen as artificial links and considered against the webmaster guidelines.  In effect, Yell’s Reputation Manager could be harming your website rathe than helping it.  

  • 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? If you did not see those results, this is a false claim.

  • 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”? This is a false claim. 

  • 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? If so, this is a false claim.

  • 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? If so, this is a failure to disclose important contractual information. 

  • 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.

  • Did Yell misrepresent the source of the traffic visiting your website?
    e.g. Yell is known to use a fake tracking code to make traffic from Google and Facebook appear as if it has come from Yell.

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 & Conditions before placing an order?
  • Did the sales agent claim that your Promoted Listing on 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?
  • Did Yell notify you in advance that your initial contract was due to expire and would be changed to a monthly rolling contract? 


How to escape your Yell contract

If any of the reasons listed above match your experience of dealing with Yell, you may have valid grounds for cancelling your contract.

Even when you do provide valid reasons for terminating your contract, Yell is still likely to refuse your request. Yell’s refusal should not give you any cause for concern, nor should it prevent you from terminating your direct debit payments.

If Yell does wish to dispute your allegations, the onus is on Yell to prove that you were not mis-sold or that Yell was not in breach of contract.

In every case we have seen where a customer chose to take Yell to court, Yell settled the case before the hearing took place or refunded the customer as a “goodwill gesture” while accepting no responsibility for their actions. Yell knows that its contract would not stand up in court.

We have taken advice from a leading barrister. His opinion was that Yell’s contract was “unfair” and therefore not enforceable. 


Will I have to take Yell to court?

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. The onus is then on Yell to take action. After speaking to 3,500 Yell customers who cancelled their Direct Debit payments we have seen a single case in which took legal action against their customer. 


What is likely to happen next?

Yell is likely to send you a templated response rejecting your cancellation. It may threaten to take legal action against you or instruct debt collectors if you 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 debt collection lawyers). They will do everything possible to scare you into making a payment. They have even been known to send fake court documents. If you have valid grounds for cancelling your payments this should give you no cause for concern.


Where can I get a template cancellation letter?

We do not provide templates. It is far better 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 and the video above to understand the most common ways in which Yell’s customers are misled. Your circumstances may differ from others.


Will Yell take me to court?

We have assisted more than 3,500 Yell customers over the past four years. We have never seen a single case in which Yell took a customer to court; nor do we believe they would.

If you believe your Yell contract was mis-sold you can now get expert legal protection on a no-win, no-fee basis by registering a claim with the Yell Action Group. Once you have registered a claim, neither Yell nor its debt collectors are permitted to contact you directly regarding any unpaid sums.

Register your claim here with the Yell Action Group.   


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. Our barristers are confident that Yell would lose the case.


Could Yell place a black mark on my credit rating?

You do not have a credit agreement with Yell. Therefore, 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 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. There is no up-front fee to register a claim.

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 has 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 [email protected] 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.

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) Join the group action against Yell to gain legal representation and register a claim for losses and compensation.


How to get further help

I regret I cannot respond to calls, emails or messages sent via this website on any matters relating to Yell.

For individual advice visit the Yell Action Group website.



Further Reading: