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AIBU?

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Original poster

To expect a refund in a reasonable timeframe

4 replies

Marmight · 17/08/2019 16:12

British Gas owe me money.
Only £42 tbf for an abortive Home Serve agreement where they couldn't cover my boiler
I had an email in February to say the refund would be with me in a 'few' days.
I'm still waiting Hmm

First of all they sent the payment directly to my bank, who then 'lost' it.
They hadn't. I'm with First Direct and I trust them.
They then have allegedly sent me four cheques for £42, all of which haven't (conveniently) arrived. Two different addresses used but still MIA.

How can I convince them that I really do expect them to pay what they owe me??

OP posts:
Flerkin · 17/08/2019 16:19

Open a complaint.

I used to work for them. They should have already done this. Any customer who shows signs of not being happy should have a complaint open on their system. If it's not resolved within 8 weeks then you take it to the Energy Ombudsman. They should have opened one.

The EO charges energy companies for complaints having to be looked at them averaged at approximately 2k per complaint.

They can not close that complaint without your explicit consent. The call centre staff even have certain wording that they must say to ensure you are happy to close it.

So far your complaint is the not returning of money and them not following their complaint procedure.

Flerkin · 17/08/2019 16:22

Oh and upon opening your complaint they should send you a copy of their complaints handling procedure

If they say the energy ombudsman doesnt apply durable to it being service and repair not, supply or metering. As its insurance you need the financial Ombudsman, who operates in a very similar way.

I left 2 years ago not sure service and repair comes under Energy Ombudsman anymore.

The complaints procedure is the same though. Just different ombudsman.

Original poster
Marmight · 17/08/2019 16:34

Thanks @Flerkin

I'll give that a go. I've now found a number for the Complaints team too.

OP posts:
Flerkin · 17/08/2019 16:35

I worked in service and repair years ago. And worked smart metering until recently.

Let me know if I can help at all. I helped a friend with their complaint a while ago. They hate when I call, they cant fob off Grin

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