British Gas - endless cock ups how to get redress?

[TheGander]

Would welcome feedback on my situation. I had 2 landlord Homecare contracts and after multiple cock ups too numerous to list here, cancelled one back in April when it came to its end of year, paid admin fee. Tried to cancel the other but was told cancellation charge would be £100 however they offered me a discounted rate until end of contract so I carried on, paying agreed new rate. Yesterday got an email saying they are cancelling both contracts and billing me £560 for unpaid membership and works. Both completely unfounded and I can prove all membership and works have been paid for. I cannot face the agony of the “ helpline” so am planning to email customer complaints and if no joy eventually escalate to the ombudsman. Anything else I should consider.? Thanks for any advice!

How many properties do you have? I ask because the Ombudsman might consider you a business if you have more than one rental. Terms of reference say

“Domestic customer” means a customer supplied or requiring to be supplied with gas or electricity at domestic premises, as defined in Condition 6 of the Standard Conditions of Electricity Supply Licence and Condition 6 of the Standard Conditions of Gas Supply Licence. It also means a customer of heat or hot water energy who receives the service in a capacity that is wholly or mainly outside of that individual’s trade, business, craft or profession;"

This shouldn't stop you raising a complaint with BG - once the complaint is with the complaints team, things are usually resolved, although it's a painful process, they can be quite slow, as in months rather than weeks.

I hadn’t considered that. I have 2 rental properties. Hopefully the Ombudsman will will consider my complaint if BG doesn’t rectify matters. I have been staggered at the incompetence which includes billing me twice for 1 contract, cancelling gas safety check
visits at the last minute so I was at risk of not being compliant with regulations, not inspecting all the gas devices in a property etc etc.

Update, British Ghastly’s customer complaint email address is no longer functional ( probably went into meltdown). So I have drafted a letter and sent it tracked and signed for. I’m a Which? member so they helped me write it.