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Hello, this is Jim and welcome to JustAnswer. I will be the lawyer working with you today.Sorry to hear of the issue. I will set out my written answer shortly.
The only way to resolve this is to make a complaint then use the Ombudsman. You can cancel the DD but be prepared for them to chase you and they may even use a debt collection agency if they cannot recover the money due under the contract you have with them.
You can avail of the Ombudsman scheme here - which should resolve the dispute. It is free to use and quicker than court action - you have to first make a complaint to the energy company, wait for their final response and then go to the Ombudsman. You must now make a formal complaint and if that does not resolve the matter ask them for a "deadlock letter", which is a letter giving their final response.
The complaint to Avro Energy can be made here: https://support.avroenergy.co.uk/hc/en-us/articles/360013739358-If-You-Are-Unhappy
Once you have the deadlock letter the next step would be to escalate this to the Energy Ombudsman - they will investigate and liaise with the energy company which would hopefully result in a refund of the money. They can order the energy company to make a financial award for inconvenience if they have acted poorly.
The service is covered by the Consumer Rights Act 2015 so you have a right to expect a reasonable service which is carried out with care and skill - if you do not receive this then the regulator will step in but it also means you can sue for any damages or losses incurred as a result of the energy company's conduct.
Once you have Avro's final response, assuming they do not upload your complaint, you can complain to the Energy Ombudsman by email here:***@******.***
Or via their website here: www.ombudsman-services.org/energy-complaint.html
I hope this helps and answers the question - my goal is to ensure you are happy with the answer and have the information you need. If you have any follow up questions then please let me know. I will reply as soon as I can to help with any further queries.
Please let me know if the answer helped or if you need me to cover anything else?. I am happy to clarify the answer or if you have any follow up questions. If so, I’d be grateful if you would let me know. I am free most days, including weekends, so feel free to ask me anything you are unsure of.