British Gas delaying my switch - long one!

bylromarha

I took on a business premises in June 08. I attempted to switch to Scottish Power on moving in. This was blocked by the current supplier August 08, who I found on investigationg was British Gas.

I rang BG in August 08, was on the phone for an hour trying to get them to allow me to switch. It seems they couldn't decide if I was BG residential or business, and kept passing me back and forth. They finished the call by saying they would write to me.

BG residential sent me a welcome letter in Sept 08. I rang and asked to receive a bill, giving reading. Heard nothing from them. Rang SP in Sept 08 who told me they were still trying to make the switch, but had been refused and were resubmitting the request. Rang in December, asked for the bill again. Was told it would come. Repeated in January, when I had a repeat of the hour long conversation regarding the business/residential rate.

Heard nothing more from them, it fell off my radar to chase up as the business wasn't doing so well (and I didn't have the money to waste on a long phone call). I ring Scottish Power in May to inform them I'm leaving the premises - they were never allowed to take my meter and it seems they tried for 6 months before giving up. I ring back BG, who think the account looks funny, don't know why I've had no bills.

I FINALLY get a final bill from BG the week before I move out May 09 for £720. The rate I was on was absurdly high (business rate it turns out) and double that which SP would have charged me - the elec was powering strip lighting 9.30 - 4pm, 5 days a week and a till that was mostly switched off so £60pm seems rather excessive (25% more than my 3 bed house with 4 occupants uses per month...)

I ring BG May 09, speak to a manager and voice my complaint. I'm given her direct email to send the FMR to, which I do and include scans of all the SP paperwork highlighting the rate I should have been on, but was not allowed to be due to their incompetence. I hear nothing more.

This morning (Dec 09), I get sent a copy of the May 09 final bill to my home address.

I have no clue what to do now. I am not trying to shirk paying for my fuel use as I used it, but I wanted to swap away from BG early on and they didn't let me as they messed the account up, not me.

Any ideas what to do now folks? (and thanks for reading the tome...:o)

Premier_2

You have a business account. Switching supplier depends on the terms & conditions of that supply. Usual terms allowing domestic customers to switch do not apply. You'll need to see if they have not abided by the own terms & conditions of supply with you.

Anyway, looks like you've been allowed to switch now, so pay BG what is owed to them and enjoy the services of your new supplier

gemstars

Domestic users taking on new premises are put on a deemed contract but I'm unsure how it works for business users.

From what you've said it does seem unfair.

Do you have logs/records of the phonecalls?

bylromarha

Never signed anything with BG and gave up the premises in May 09. No T+C ever received from BG.

BG not determining whether I was residential or business meant that I couldn't swap supplier.

The welcome letter they sent in Sept 08 gave residential rates - the bill in May 09 gave business ones.

Phonecalls all logged.

Premier_2

bylromarha wrote: »

Never signed anything with BG ....

You may not have needed to. As soon as you used their energy, you may have been under a deemed contract with them, even for business purposes.

Edit:
Let me clarify this further. A deemed rate is usually far more expensive than a contract rate.
However, as you say you contacted the supplier back in 2008, I would envisage that they gave you the advantageous contract rates. Contracts can be formed verbally as wlll as in writing.
What was said about contract rates? What rates have you been billed on?

dogshome

Hi bylromarha - Interesting one
It seems the previous occupier of your premises had a Business supply contract with BG, but unless you bought an existing business with agreement to take on all it's debts and existing contracts, that BG contract is nothing to do with you.

Business utility supply contracts are a minefield and many business owners have been sold them over the phone on an attractive price, but in the T&C's which they have not seen, is an automatic Roll-Over clause that gives the supplier the right to charge what they like in Year 2 - Maybe this is why the previous tenant of the premises moved on ?

I advise you write to BG heading the letter Complaint, pointing out that as a new customer they failed to offer or discuss the terms of a contract for your supply, and that by an 11 month delay in processing your paperwork, they have denied you the right to opt for more competitive terms from another supplier. You do not accept the terms of the contract that they had with a previous tenant of the premises, and that you will only accept a bill from them that is based on the Scottish Power tariff that they prevented you from accepting

Business Utility contracts have become such a scandal that Ofgem are at the moment investigating - Don't hold your breath as Ofgem's record thus far is disappointing - but I reckon it will stir up BG if the letter is copied to Ofgem and listed as such on the letter's heading to BG
Good Luck

bylromarha

Premier wrote: »

What was said about contract rates? What rates have you been billed on?

I was not given any rates on the phone.

My residential letter from Sept 08 says 25.117 p per kwh, first 125kwh per quarter : 11.587 p per kwh, remaining kwh per quarter

I received no details of the business rates until I got the bill from BG business - flat rate of 20.8p kwh.

bylromarha

Seems Ofgem no longer deal with business complaints, need to go to the energy ombudsman

http://www.ofgem.gov.uk/Consumers/Pages/Consumer.aspx?sid=frontpage

Fire_Fox

Have you tried putting your complaints into writing?

dogshome

Hi again bylromarha - Ofgem do not deal directly with customer complaints, be they business or residential, but at this moment they are looking at the way Business Contracts are sold.
To get yourself on a track to the Ombudsman, you must first write a letter headed complaint to BG - See my Post No.6 - The point of copying it to Ofgem is that BG are well aware that Ofgem are looking over thier shoulder, and are likely to go for a quick settlement rather than argue.
Good Luck

bylromarha

dogshome wrote: »

Hi again bylromarha - Ofgem do not deal directly with customer complaints, be they business or residential, but at this moment they are looking at the way Business Contracts are sold.
To get yourself on a track to the Ombudsman, you must first write a letter headed complaint to BG - See my Post No.6 - The point of copying it to Ofgem is that BG are well aware that Ofgem are looking over thier shoulder, and are likely to go for a quick settlement rather than argue.
Good Luck

Won't copying it to Ofgem make their hackles rise and dig their heels in? That would be my reaction, petty and immature I know, but it feels so good sometimes!