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Original poster

British Gas complaint!

58 replies

Itstimeforbaileys · 23/05/2024 15:29

(Posting here for traffic!)

Can anyone help with details on how to successfully raise a complaint with British Gas?

I called on the 13th to request a partial refund of the credit on my account, advised this would take 3-5 working days.

I called back on day 6, due to not having received a refund and was told there had been a system issue; I should’ve been contacted to advise there would be a delay, they were really sorry and it’d be another 2 working days.

Those 2 days have come and gone, I’ve called again to chase up to be told there is no record of me requesting this be done. They’ll put the request through and it’ll be 3-5 working days.

This time I’ve admittedly lost my patience and advised that I require a same day payment, BG claim that they don’t have the facility to do this which is absolutely laughable.

I spoke to a manager last night (finally) who agreed to send me a same day payment of £1000 as that was the limit they were allowed for same day payments; but that the rest would be 3-5 working days. I said no problem. He then put the phone down on me after agreeing this solution, presumably because it was 6pm and his shift was now over.

I’ve called first thing this morning, and been told that the request has been put through today, 3-5 working days AGAIN.

I’ve advised them that I am on holiday with my toddler as of tomorrow and needed this money in my account when I requested it initially for this holiday (I don’t think that’s unreasonable given that it’s a simple request and my own money!?)

I’m still waiting on two manager call backs both advised would be within the hour, one was requested yesterday at 09:30, the other today 10:30. Neither have rang. I was blind transferred twice to the incorrect departments who couldn’t help me at all, I’ve called no less than 11 times to have this resolved. I’ve requested the complaints team call me, no response from them. One advisor (last one I spoke to) even blatently lied, he had me on mute and hadn’t realised he’d taken me off it, I overheard him say I’d get the money on Wednesday next week; then when he come back to me advised that it would be Tuesday next week!? I’ve asked for a FOI request, the advisor didn’t know what it was in order for me to provide the request in writing.

Does anybody have any idea where I can go next with this because unsurprisingly, I very much so doubt that my refund will be with me next week when they’ve now said it will.

OP posts:
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Anon5578hill · 03/07/2025 20:16

I have had on going problems with British gas since 2019!!!

I apparently have a skeletal account, created on behalf of British gas by mistake. British gas have only ever supplied my gas.

For years I have been receiving bills for electric and gas from so many different address in which I have no connection too.

My complaint has been open with them since 2021, and they still have not been able to resolve my issue. British gas has tarnished my credit score and prevented my from gaining a mortgage.

The energy Ombudsmen have finally asked them to resolve my issue, with in the process of them clearing up their mess, I receive a phone call from Zak, a complaint manager, saying that all accounts have been removed, apart from my current address. A week later I receive a BW legal letter for a debt from 2018.. from... You guessed it, an address that I have no connection too.

This issue is ongoing and seems it can not be fixed, 6 years of countless bills, debt collector threats and endless phone calls to British gas.

I have lost so much time in phone calls to rude British gas employees, been rejected for mortgages and my mental health has deteriorated.

As a result, I am offered £300 good will.

That's amazing! Not! I've paid more in renting instead of working on owning my own home because of British gas.

Slatterndisgrace · 31/05/2025 13:41

jackieskyla · 31/05/2025 13:28

british gas is the worse comany l have dealt with, every day l was on the phone to rhem trying to get gas and electric as l could not use there top up card every time l was told l had no gas at my address or no smart meter, l lost all my money on my meter it cleared it l ended up with no electric or gas and struggling to top up, now gone back edf british gas have told me they are going to charge me for leaving them as l had a 2 year fixed rate

Fight that. Do not pay them.

Dangermoo · 31/05/2025 13:36

jackieskyla · 31/05/2025 13:28

british gas is the worse comany l have dealt with, every day l was on the phone to rhem trying to get gas and electric as l could not use there top up card every time l was told l had no gas at my address or no smart meter, l lost all my money on my meter it cleared it l ended up with no electric or gas and struggling to top up, now gone back edf british gas have told me they are going to charge me for leaving them as l had a 2 year fixed rate

Yep, been there x

Dangermoo · 31/05/2025 13:35

I agree with threatening with Ombudsman, which I did. They are a huge provider, who seem to slip through the net in monitoring their service prices. I'm pissed off that the latest compensation scheme for forced prepayment meters, excludes claims against BG. Those robbing bastards cost me a fortune.

Slatterndisgrace · 31/05/2025 13:31

I threatened to sue them for harassment. Utter nobs.

jackieskyla · 31/05/2025 13:28

british gas is the worse comany l have dealt with, every day l was on the phone to rhem trying to get gas and electric as l could not use there top up card every time l was told l had no gas at my address or no smart meter, l lost all my money on my meter it cleared it l ended up with no electric or gas and struggling to top up, now gone back edf british gas have told me they are going to charge me for leaving them as l had a 2 year fixed rate

badgerboow · 27/08/2024 21:03

Bloody hell - resurrecting this thread to say OMG British Gas are the WORST!!

Original poster
Itstimeforbaileys · 08/06/2024 22:32

@DirtyDensDog so glad you managed to get it sorted too! What a victory!

OP posts:
DirtyDensDog · 05/06/2024 20:29

@Itstimeforbaileys

I have an update after contacting the Chris O'Shea email address.

My issue has been completely sorted out now. I had an email this afternoon confirming everything.

Two long years I've been trying to sort this out through British Gas. I am extremely happy.

Big thank you to the poster that provided the email address.

Neveranynamesleft · 04/06/2024 00:22

YeOldeGreyhound

Yes, absolutely do contact the Energy Ombudsman. It is easy to do, once you raise the complaint they can tell you the steps to go through it.
Good that you have taken photos of your meter, all evidence can be forwarded to them to support your complaint.
British Gas really are an awful company.

YeOldeGreyhound · 03/06/2024 22:24

I live alone, don't shower often, put the heating on a handful of times over winter.... I have a smart meter that ended up being not so smart, and not sending readings.

BG thinks I somehow owe them £2000... for ONE month. They have been taking £400 pm via DD... and I am still going into debt because they seem to think I am powering my whole town, or I have a secret steel mill in my back garden.
I am not dealing directly with them (I am unable to manage finances, so the person doing this is trying to rectify this). BG are now just ignoring any messages and requests for call back about this. I took photos of my meter... it showed I am filthy and don't use much hot water. They stood by the £2k bill.

Is the next step the Ombudsman? TBH, I am not sure what they are or what they do.

J2os · 03/06/2024 11:30

I have an outstanding complaint against British Gas and have gone to the ombudsman. It’s easy to do but you have to wait until 8 weeks have passed since you raised it with BG.

MariaVT65 · 03/06/2024 11:24

Glad you got it sorted :)

Original poster
Itstimeforbaileys · 03/06/2024 11:09

@DirtyDensDog fingers crossed for you!! I contacted him by email on the 28th and received a phone call from them on the 30th so hopefully you’ll get sorted quickly!

OP posts:
DirtyDensDog · 03/06/2024 10:50

Itstimeforbaileys · 03/06/2024 10:22

Update - @MariaVT65 is absolutely the MVP. Contacted Chris O’Shea as advised, had a phone call from his Executive assistant a few days later and received the funds yesterday. Despite the contact centre coming back to me on Saturday to advise it would be another two weeks.

Glad you got it sorted. On the recommendation on this thread i too contacted Chris O'Shea via email a couple of days ago.

I'm getting such grief trying to sort out my elderly mums account. The hours I've put into phone calls, emails etc is off the scale.

I'm really hoping that I get a response and it's encouraging that you did.

Original poster
Itstimeforbaileys · 03/06/2024 10:35

LikeWhoUsesTypewritersAnyway · 03/06/2024 10:33

Great news! Glad you got it sorted. Smile British gas are bloody hard work aren't they?! The hoops you have to jump through - and all the time and stress too - is criminal.

Show quote history

Tell me about it!! By the response I’ve had here it seems I’ve actually had it sorted relatively quickly compared to some others! The only offer of “compensation” so far has been if I’ve received any bank charges they will reimburse me, but that doesn’t account for the endless hours I’ve spent contacting them or the stress of it all! I’m half tempted to just leave it where it is now though that I’ve got my money back. I’m not sure I want to deal with them again any time soon!

OP posts:
LikeWhoUsesTypewritersAnyway · 03/06/2024 10:33

Itstimeforbaileys · 03/06/2024 10:22

Update - @MariaVT65 is absolutely the MVP. Contacted Chris O’Shea as advised, had a phone call from his Executive assistant a few days later and received the funds yesterday. Despite the contact centre coming back to me on Saturday to advise it would be another two weeks.

Great news! Glad you got it sorted. Smile British gas are bloody hard work aren't they?! The hoops you have to jump through - and all the time and stress too - is criminal.

Original poster
Itstimeforbaileys · 03/06/2024 10:22

Update - @MariaVT65 is absolutely the MVP. Contacted Chris O’Shea as advised, had a phone call from his Executive assistant a few days later and received the funds yesterday. Despite the contact centre coming back to me on Saturday to advise it would be another two weeks.

OP posts:
Original poster
Itstimeforbaileys · 28/05/2024 11:48

@MariaVT65 Thats fantastic, thank you for that!! I will absolutely take them to them to the ombudsman if needs be but hate the thought of waiting around to do it as they’re clearly hoping I will do.

OP posts:
MariaVT65 · 28/05/2024 11:09

Email [email protected] directly detailing your formal complaint.

It will be sent to the executive office complaints team which is the highest point of internal escalation.

Do not wait for the ombudsman. That in itself is a long process and you obviously need your money back sooner.

ManilowBarry · 28/05/2024 10:38

Message them via Facebook as I refuse to speak to them on the phone or use their chat messenger on their website.

Facebook messenger is helpful once they understand you won't take any crap from them.

tellmewhenthespaceshiplandscoz · 28/05/2024 08:57

I recently took Ovo to the ombudsman. Was a fairly straightforward process as your allocated a case rep who signposts you through everything.

They initially made a big thing of managing my expectations regards compensation itself as that would be down to Ovo. There is a section where you can state what you feel is fair for this initially. However once all sorted and resolved and Ovo agreed with my compo request my lovely ombudsman bloke then said actually, you can whack another £x on top thanks for all your dithering Grin

I would say my case was done and dusted in less time than they said it could take.

But yes energy companies are absolute fuckers Angry

Neveranynamesleft · 28/05/2024 08:47

I think more people should be made aware of the Ombudsman and how to go about contacting them if they are experiencing problems. I dread to think how many elderly or vunerable people have been ripped off by companies such as British Gas. No wonder their obscene profits are headline news.

holidaydramalama · 28/05/2024 08:27

British Gas are awful I had them on a short term rental. Never again. I was paying too little, they had worked out a family of five in a four bed house should pay £70 pm. I rang five times asking for it to be increased, they were adamant we were in credit and kept saying they would increase it but then not bothering. Left the property after 9 months owed them £850 luckily we had saved some of it but the fact that we had been repeatedly lied to and ignored. God help vulnerable people trying to deal with them.

addies · 28/05/2024 08:09

As others have mentioned, ombudsman is the best bet. However, you have to have evidence of an active complaint through the complaints process and had no response or resolution for the ombudsman to take it on. It really isn't as hard as it sounds though. We've taken NPower & Scottish Power to the ombudsman and won both times with compensation!