British Gas complaint!

[Itstimeforbaileys]

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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.

I used to work for the bg call centre. As the first stop you are utterly powerless and completely controlled. I knew that I couldn't practically give customers resolutions (although I knew how to work computer system ) and tried to at least be kind. What's worse my managers who could theoretically give solutions also couldn't- they are hired for their cut throat nastiness toward the call centre workers- ( their message is - sell sell sell and don't take more than ten seconds post call to leave "not necessary notes"!) they are NOT hired for their in depth knowledge of outdated sap systems or even customer service. When I "failed" a customer and called for them, They apologised for my "ignorance " and promised a world they had no idea how to deliver. And knowing it would just be another of us lackeys next time the customer got through? They didn't give a shit anyway. We'd be honest and say refunds take 5 days ( IF the button we dutifully and correctly press then gets authorised by some one else) and we take the ire of the customers anger, they'd swoop in as the friendly authoritative "manager" happily promising the world and delivering nothing.

Hateful company. Rotten to the core

I had similar when the system switched over. Fortunately for me, I got someone helpful when I phoned and it was eventually sorted out.

At the moment, the online system tells me that I'm in debt for gas, but in credit for electricity - that being the case, I have no intention of making a payment to get rid of the gas 'debt'.

At one point, they moved my DD for electricity up to £200 a month; it's since been moved down to £50 a month.

It actually gets worse… the last I spoke to them, they advised it would be Tues/Weds this week the funds would be in my account. I’ve now just received an email that I actually initially thought was phishing because they’ve said “Good Afternoon Smith” rather than address me as “Mrs Smith” or “Jane” then said that the refund has been processed, but not authorised, so this should take about two weeks. I just despair!

@catscalledbeanz so there’s really nothing I can do except continually chase until it’s time to go to the ombudsman?

If it's been over 8 weeks just go to the ombudsman. British Gas lie through their teeth, you will be going round in circles for ages. Save yourself the stress.

British Gas are a very good energy company to rely on for your gas and electric, and their prices have always been reasonable, and I cannot fault them for this, but if you have a problem or issue. OH. My. GOD! They are a clucking nightmare.

As has been said contact over Twitter is a good idea, as they don't like to be shamed on there.

My issue was that last year my gas meter stopped working (it was 40 years old,) and they refused to repair it, and said I need to replace it - but I MUST change it to a smart meter. I kept saying NO, and kept trying to book an engineer to see if they could fix it, and if not, replace it with another credit meter.

Appointments kept being made, but cancelled within 48 hours over and over again... Within about half an hour of the cancellations, a smart meter installation appointment was booked! This happened 6 or 7 times over about 10 days.

I rang and rang and went on web chat over and over again, and must have said TWENTY TIMES to ten different people over about 10 days, 'I DO NOT WANT A SMART METER!' And every single time I told them this, I got asked 'why???' 'May I ask why?' 'Why do you not want a smart meter?' 'Smart meters are the way to go now, everyone is having them.' 'We cannot put a credit meter in, we only have smart meters!' It was a nightmare 10 days dealing with them!!! I was constantly repeating myself.

I threatened with switching suppliers if they didn't give me a new meter that was NOT a smart meter. I also said I was going to report them to trading standards, and shame them all over social media. In the end they said they would fit a 'non-smart-meter' but only a 'pay as you go,' meter - so we're stuck with one of them now (for the gas.)

Not ideal, but we're getting used to it, and it's better than a fucking smart meter! I live in the sticks, and the signal is dodgy sometimes, and everyone I know who has had a smart meter (in this rural area,) has had to change it for a credit meter, or just let the meter go dumb - as the readings were wrong too often.

I work for a complaints department (different company, same ombudsman regulator) so maybe I can help!
Social media is a great way to get your complaint noticed. British Gas will also have CEO office. If you can find the contact details for them I would recommend emailing them.
You might get sorted sooner.
You need to make your complaint with them before you can raise with the ombudsman. They will have 40 working days to respond typically but in some circumstances they will review earlier. The ombudsman will not get involved before BG have delivered a response typically so don't exhaust yourself going down that route.
You need to be extremely clear as to what your complaint is and make sure every point is clearly expressed. I would also make sure they date it correctly and backdate it to when it started to get a faster reply.
The complaints team will review what's happened but they won't necessarily deal with the actual issue so if you're waiting for money you can continue to chase the normal teams.

I hope that helps.

I’m not sure if it’s fortunately or unfortunately but it hasn’t been 8 weeks yet.

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!

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.

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.

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

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

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.

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.

@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.

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. 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.

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!

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.

@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!

Glad you got it sorted :)

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.

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.

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.

@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.