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British Gas Homecare - Result
Highstreet54
Posts: 8 Forumite
in Energy
Morning All
Just thought I let you know about a result I had with British Gas.
I’ve been on their 3* service package for a number of years.
Out of the blue (I was expecting their service visit later on in the year) I received a letter saying that they were going to call to service the heating unit on the 13th March between 8am and 12 am.
So I arranged to take the morning off.
Monday the 13th dawned and I was waiting expectantly for the BG man. The time ticked way until 20 past 12, when I got a phone call from BG Customer Services (?) to say that the engineer who was due to call wasn’t going to get to me until much later in the afternoon, and could I wait in?
I explained that I couldn’t wait any longer, that I had taken a morning off work and that I expected compensation for BG missing the appointment. I also arranged another date and time, stressing that access would only be possible BEFORE 12 midday.
I then wrote to BG Customer Services at Leicester to complain and to ask what compo they were going to give me.
I had a swift standard response and then nothing.
In the meantime I had a confirmation letter about the new date with a new time between 12pm and 2pm in the afternoon – this is despite me saying that access would only be possible in the morning!
That spurred me into doing a bit of investigating and coming up with a bit of legal advice.
Statutory Instrument (SI) number 1135 of 2005, known as “The Gas (Standards of Performance) Regulations 2005 gave chapter and verse on what BG and other gas suppliers have to do in case of missed appointments and what compo they have to pay.
Armed with this advice, I wrote again to BG Customer services and quoted the relevant bits of the Regulations.
Guess what – I had a phone call from the Customer Services section and after going through the problems I had with the service, the guy said that the home service package was not covered by the regulations but as a gesture of goodwill, they would pay me £20.
I wasn’t going to argue as £20 is £20, so if anyone has any problems about missed appointments, use the regulations. It doesn’t mention the Home Care package, but then it doesn’t expressly exclude it either so chance your arm.
Result or what?
Just thought I let you know about a result I had with British Gas.
I’ve been on their 3* service package for a number of years.
Out of the blue (I was expecting their service visit later on in the year) I received a letter saying that they were going to call to service the heating unit on the 13th March between 8am and 12 am.
So I arranged to take the morning off.
Monday the 13th dawned and I was waiting expectantly for the BG man. The time ticked way until 20 past 12, when I got a phone call from BG Customer Services (?) to say that the engineer who was due to call wasn’t going to get to me until much later in the afternoon, and could I wait in?
I explained that I couldn’t wait any longer, that I had taken a morning off work and that I expected compensation for BG missing the appointment. I also arranged another date and time, stressing that access would only be possible BEFORE 12 midday.
I then wrote to BG Customer Services at Leicester to complain and to ask what compo they were going to give me.
I had a swift standard response and then nothing.
In the meantime I had a confirmation letter about the new date with a new time between 12pm and 2pm in the afternoon – this is despite me saying that access would only be possible in the morning!
That spurred me into doing a bit of investigating and coming up with a bit of legal advice.
Statutory Instrument (SI) number 1135 of 2005, known as “The Gas (Standards of Performance) Regulations 2005 gave chapter and verse on what BG and other gas suppliers have to do in case of missed appointments and what compo they have to pay.
Armed with this advice, I wrote again to BG Customer services and quoted the relevant bits of the Regulations.
Guess what – I had a phone call from the Customer Services section and after going through the problems I had with the service, the guy said that the home service package was not covered by the regulations but as a gesture of goodwill, they would pay me £20.
I wasn’t going to argue as £20 is £20, so if anyone has any problems about missed appointments, use the regulations. It doesn’t mention the Home Care package, but then it doesn’t expressly exclude it either so chance your arm.
Result or what?
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