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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:
ManagedMove · 23/05/2024 18:15

I would try using Resolver, its free and often companies have a seperate team to deal with complaints this way. Writr out you complaint clearly and put dates and times if you have them (this is in case you need to go to the Ombudsman - you can't until you have given British Gas 8 weeks to respond). Then put what you want. I would request £30 for each failed refund so £60 personally as I know another energy customer offers this as standard for delayed repayments on account closing. Id also raise on Social Media and Trust Pilot in case they have teams monitoring those.

Bringthejury1 · 23/05/2024 18:14

I had a similar issue with BG and I just ended up phoning them basically every hour and insisting I talk to their managers. Have you been getting peoples names? Make a log of every time you've called and when the complaints team FINALLY get in contact with you (keep chasing for that too) they will offer you a sum for compensation for your time. They can offer you a certain amount per call you've made so make sure you have a log.

Basically, just keep calling and calling and calling. Ridiculous that you have to make a complete nuisance of yourself before they'll deal with anything.

MooseAndSquirrelLoveFlannel · 23/05/2024 18:09

Oh and you need to do a subject access request, not a freedom of information request. FOI is only for public bodies, not private companies like BG.

MooseAndSquirrelLoveFlannel · 23/05/2024 18:08

BG are awful!! I had them try to take us to court for non payment. We were paying, but apparently they were switching systems and the "new" system wasn't registering the pymts on the old system.

Endless phone calls every time I got a debt letter, eventually got court papers. Called BG one last time and pointed out I could prove my payments, could they prove theirs. I attended court multiple times a week for my work, so it didn't phase me and I knew I would win.

Anyway, just before the hearing they fixed the mistake and withdrew the case. I left BG immediately after.

Examexsham · 23/05/2024 17:57

I HATE BG. Complain to the Ombudsman. I'm sure our new (last year) smart meter is wrong. It was up to £25 a day despite us turning it down to 17deg and only having it on a couple of hours a day (used to be on 19deg and up to 20 hours a day midwinter. They agreed it was very high. We were asked to send 7 days of meter readings and if they agreed, they'd adjust it their end. Next Fujitsu/Post Office scandal?

FTR they said there was nothing wrong with it.

We were switched to BG when our small, green supplier went bust.

Listengold · 23/05/2024 17:52

I hate hate hate British gas they are liars and thieves.
DM was in credit of over £1k. She was then placed in a nursing home.
I had power of attorney and they said that mum actually owed them money.
Sent the bailiffs to her old house. New people were shocked.
It only ended when I sent a solicitors letter. But not until 3 months after she died
did I get the money back.
I can give the names of all the people I spoke to.
Abbey
Fatima
Craig
Lewis
Jasmine
Peter.
Charmaine.
Suzanne.
And finally Ian he was the only one who got back to me.

There are not enough swear words to describe the company and the above people.

Original poster
Itstimeforbaileys · 23/05/2024 15:48

@MaryBethMayfair great idea thank you! I had tweeted but didn’t even think about tagging Martin Lewis too. I’ll give that a go!

OP posts:
MaryBethMayfair · 23/05/2024 15:31

Complaining on Twitter/X, while @'ing Martin Lewis might be effective. Martin Lewis is very hot on customer service and utilities credit at the moment!