High Level Complaint

el_gringo_2

Hello

I want to make a complaint about British Gas Homecare & want to take it to the highest level.

Does anybody know who the Chairman/Chief Exec is & where to write or e-mail to.

Thanks

Pink_fluff

Why do people insist on writing to Chief Exec's? They'll never see your letter, and your reply will just be from some dowdy secretary. have you tried speaking to a manager at homecare 1st?

Premier_2

British Gas Trading Ltd is a wholley owned subsidiary of Centrica plc.

The MD of British Gas is Phil Bentley.

The Chairman of Centrica is Roger Carr.

The Chief Executive of Centrica is Sam Laidlaw.

You can write to them via their respective registered office addresses.

derrick

Premier wrote: »

British Gas Trading Ltd is a wholley owned subsidiary of Centrica plc.

The MD of British Gas is Phil Bentley.

The Chairman of Centrica is Roger Carr.

The Chief Executive of Centrica is Sam Laidlaw.

You can write to them via their respective registered office addresses.

No mention of Phil Bentley on BG Group website !

Frank Chapman is CEO, e-mail addy; - [EMAIL="frank.chapman@bg-group.com"]frank.chapman@bg-group.com[/EMAIL]
To contact any of the others just use first name.surname@bg-group.com

Sam Laidlaw e-mail addy; - [EMAIL="sam.laidlaw@centrica.co.uk"]sam.laidlaw@centrica.co.uk[/EMAIL]
To contact others at Centrica use same procedure as for BG.

Premier_2

derrick wrote: »

No mention of Phil Bentley on BG Group website !

Frank Chapman is CEO, e-mail addy; - [EMAIL="frank.chapman@bg-group.com"]frank.chapman@bg-group.com[/EMAIL]
To contact any of the others just use first [EMAIL="name.surname@bg-group.com"]name.surname@bg-group.com[/EMAIL]

Sam Laidlaw e-mail addy; - [EMAIL="sam.laidlaw@centrica.co.uk"]sam.laidlaw@centrica.co.uk[/EMAIL]
To contact others at Centrica use same procedure as for BG.

That's because that is the website of BG Group plc.

Try looking at the Centrica website


Edit: Actually the homecare product is probably supplied by British Gas Services Limited, another wholly owned subsidiary of Centrica plc.

The MD of British Gas Services is Chris Weston

Vestra

What is actually the complaint?

tinky37

Phil Bentley is the MD of British Gas but you won't get much joy there. Just phone the freephone number and ask them to give you the Complaints address - they HAVE to give it to you - I know - I work for them!!

el_gringo_2

Thanks for the advice.

Briefly my mum is 83 & i pay for her Homecare agreement covering the fire, wallheater etc (she has no c/h).Fire was working fine until engineer called to service it. He broke a part in the fire (oxygen depletion sensor). Said he would order a new one. Came bk 2 days later with the wrong part said he would re-order & lent her an elec fan heater.

Three weeks still nothing. She is using the fan heater & a halogen heater not as good as the fire & cost a fortune to run. I have rang several times & keep getting told the wait is the fault of the manufacturer Legend Fires.

Rang the BG complaints team on 0800 072 8632 told they don't deal with Homecare complaints. Have rang Homecare twice today & am still waiting for a manager to call me back. Also no-one knows who the chairman is.

Have also called Legend & they tell me they supply parts in 5 working days max i have ordered one.

Very concerned for mum as the weather will be getting colder.

Any ideas

Thanks

Premier_2

To be honest, you'd be better off going through the official Homecare complaints system than wasting your time trying to contact any of the above over this.

el_gringo_2

Hello

Thanks for the advice. Just to update, i rang Homecare 3 times yesterday & spoke to 3 different people. They all gave me their first names (no-one will give a surname). The first one promised to investigate & ring me bk before 4pm & didn't. The second said she would raise a complaint & get a manager to ring me within 90 mins, no-one rang. The third i rang at 7pm, he said he would def sort it & get a manager to ring me before 8pm, again no-one rang.

Also no-one seems to know who is in charge of complaints at Homecare.

Does anybody have any contact details for Homecare complaints also would i be able to claim any money off them for the extra electricity used for heating.

Also this Homecare agreement is due for renewel in December can anyone recommend any companies that operate similar schemes.

Thanks

el_gringo_2

Hello

The matter is now sorted just thought i would tell you how.

On Monday e-mailed the Centrica Chairman, Sam Laidlaw with the full dets of the complaint. Within 20 mins got a e-mail back from him apologising & promising to investigate. An hour after that got a call from a manager saying they now had the part & would fix the fire the following day.

Sure enough on Tuesday the part was deliverd by courier & the manager called later & fitted it. The fire now works fine. My mother is also getting compensation.

So it would seem that high level compaining does work.

Thanks for all the advice.