Complaint to British Gas, your views

mattw89

I'm fed up with this company. If you could have the time to read my letter that would be great!!!

I've not properly proof read it yet so i'll change any grammar before printing and posting it. All I was wondering is your thoughts on it, and if there is any chance of entitlement to compensation, or if I should forward it on to any other companies such as trading standards. Everything in the letter is all true and not at all exaggerated. I may add some things to it in future after talking to fellow tennant of his experience. But this is it so far! Also if you know any other things to include to challenge them about it from previous experience that would be great. I.E Should I ask for compensation. Do I have any legal chance etc.?

Thanks!!

Dear British Gas,
This complaint is in regards to property
XXXX

On countless opportunities we have tried to pay bills for both gas and electricity with your company and have had no success, still eight months later. For tenants who are only in the property for twelve months, you must agree this is unacceptable. We hold no responsibility whatsoever for any of this and we feel it was due to the incapable procedures of your organisation.
We have gathered records of our telephone calls to British gas that has totalled over £20 which has resulted in nothing, and instead meaning we’re meant to be paying a huge bill now in one payment after requesting many times to pay it on more frequent date.
Not only this, we have been lied to by your own staff about success of setting up and have had to ring back only to find out no records. These were lies, because we got told one thing would happen, and it never did.
On top of this we have had to deal with an array of horrible, threatening letters coming through our door in huge red print saying that we’ll be going to court, legal proceedings are in process, and charging us for a huge bill for a period we were not even letting the property. Once again, we rang a phone line which was charged and was told they would be stopped. 16th January 2009 and we’re still having to read these each week.
A fellow tenant gave bank details and was promised money would not come out of that account. Later on a bill of over £400 came out unauthorised by him and meant having a charged incurred on his account. How this is just for any organisation is beyond me.
I rang up on the 1st July in regards to setting up the account. I gave the meter readings and was told it was all done fine and to expect a welcome pack within 14 days. I rang up again after no success and was told there was an error on the system. Many times I was told there was a technical fault with the moving in system, nothing to do with us. Once I was told I’d be rung back due to system failure and again, never called.
I was still ringing intermittently up until September 2008 in which each time I tried to setup the account they’d have to re-record my name and details and would promise me that the account was going to be done. Every time I asked for confirmation and told them that it has failed many times in the past, without even hesitation they just said no its fine now and then ended the call.
After this a fellow tenant tried to sort out the account, and still January 2009. We’ve spent hours on hold and talking pointlessly while just generating a huger bill. Other companies like Yorkshire Water we have paid on time each payment and just had to spend a few pound each month. Due to your own system failures and poor structuring for customer support, you have cost us time, money, and perhaps more importantly confidence in a company that is supposed to be one of the better providers for Gas and Electricity within the company.
I hope this is read by someone with some authority and not just replied to with a standard generic message. We have not only sent this to you, but also forwarded it on to COMPANY NAME??
Regards,
Matthew

mattw89

P.S Just like to say i'm not usually that mean in letters. And not sure whether to change my tone or something? I've read also about asking for a goodwill payment?

The only thing is when I just be nice to them and try explain I get nowhere. I never like to have a huge go at the person who answers the call as I know its not their personal fault whatsoever after dealing in customer services myself.

Also as I'm a student DOB 89, sometimes feel a bit discriminated against and not taken seriously from them. Sorry just didn't want people to think I'm some mean guy !!

mark13

I would send a copy to the British Gas escalation / complaints team.
We had not had a bill for over 9 mnths , despite numerous calls and letters. Eventually we sent a letter to the complaints team and our billing was rectified within weeks. We had a direct number to get through on , and a very nice compensation gift pack sent as well.

SwanJon

If you've not sent it yet...
Spread it out almost bullet points.
Start with when you moved in and work forwards as you seem to jump back and fore at the moment.
Don't accuse people of lying - it's emotional and for all you know they were telling you what they fully belived was the case and doing their best to help you. Just say that what they promised didn't happen.
Ask for them to cover the costs of the phone calls and the bank charge (if it wasn't reversed).
You could ask for a reduction as a goodwill gesture, but the counter argument is that you have been using the energy 'and knew all along that you would need to pay for it.
Trading standards wouldn't be able to help you, it's the Energy Ombudsman you want.
As above, address it to the Complaints Management Team.
and finally (sorry for being a pedant) check for words like 'huger', it sounds odd (as if it's made up) - bigger is just as good.

tessie_bear

british gas is run by muppets in my experience there is a complaints procedure on our latest bill so they must be used to messing things up....good luck

1carminestocky

Send it to Head Honcho man (there's a thread on here I'll try and find). Despite mucho 'advice' (much of it extremely condescending in nature) the OP got his problem sorted in minutes.


Edit:

http://forums.moneysavingexpert.com/showthread.html?t=1234191&highlight=high+level+complaint

31-10-2008, 1:22 PM #11
el gringo
MoneySaving Convert


Join Date: Mar 2008
Post Count: 41
Thanked 6 Times in 4 Posts High
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.

Cardew

I have virtually given up telephoning any of these call centres as we all get variations of the treatment you have had; if not as extreme.

The "hours spent on hold" would have been better employed writing a simple letter of complaint at the beginning.

The problem with many Call centres is that the operators get no credit for sorting out complex problems, and often demerits if they pass on cases to supervisors; so they simply fob you off.

BG's computer system has been a disaster and seems it isn't yet 'fit for purpose'

I have today had 3 emails asking me to read and enter my meter readings(I have 4 accounts) - the 4 meters were read last week.

Also today I have had 3 emails telling me that my bills are ready to view on line.

Guess what - the site is down until Monday!!

SwanJon

tessie_bear wrote: »

british gas is run by muppets in my experience there is a complaints procedure on our latest bill so they must be used to messing things up....good luck

The complaints procedure was put in place by Ofgem - all suppliers need to let their customers know of their complaints procedure since July.

backfoot

I don't think you can use the online escalation team from the outset.They only get involved if you use the messaging system from your online account and the normal complaints team don't resolve it.

In any event they are all entirely useless.

I can only offer moral support and hope you get satisfaction but I very much doubt it.They did pay me compensation for my complaint but even then they made a ridiculous song and dance.

Avoid for the future !!

Best of luck.