British Gas (HomeCare) - Complaints fax number?

malc_b

Does anyone have a fax number for BG complaints. The BG website gives the postal address as:

Helen Emms, Head of Customer Relations
British Gas Services Customer Relations
PO Box 4394
Dunstable
LU6 9LG

I've emailed BGSCustomerComplaints@centrica.com but they don't respond very quickly ~ 2 days for 1st email, nothing since.

Situation is a joke so I want to fax them formal notice that they are in breach of contract and that if they fail yet again to meet a visit then we will be finding an outside plumber and charging the bill. Plus compensation of course.

The time table so far is:

18/8 am, find that immersion heater broke last night. But this is covered under the homecare plumbing and drains (p12, sec 4.8). Book a visit. Electrician phones, says you don't want me you need a plumber, I'll arrange it. No one turns up. Phone told not covered. Check website, read doc, find are covered, phone again. By this time is is 6pm. Speak to nice Scots' lady who calls the person who told me I was not covered a numpty. New visit booked for tomorrow.

19/8, 15:20, no one has turned up. Phone again, told not covered, visit cancelled. Go around the phone system again and point out p12, sec 4.8 (actually has the words immersion heater there!). New visit booked for Monday 23, I'm not in Friday and they don't do weekends.

23/8 No one turns up. Phone yet another visit booked for Wednesday (Tuesday I'm not in).

So, if they actually turn up on Wednesday that is a week without hot water. And 3 missed visited to date (assuming they come on Wednesday).

What a total shambles.

And why is watchdog off the telly when you need them!

Freddie_Snowbits

Try looking at the back of the bill

malc_b

In case any one needs it here is the complaint line for BG (Centrica)

Phone: 01784 878872
fax: 01784 874070

For those who want the entire sorry story see

https://forums.moneysavingexpert.com/discussion/2762332

C_Mababejive

The fax will just come off the machine and fall in the bin.

Chimpofdoom

Had a bit of a mixed bag with homecare myself, although the call centres are usually friendly and efficient.. their engineers are hit or miss.

A pump in my heater was failing and was making a terrible racket.. none the less called them up, they sent him out. I was his last call in the day and he lived in the same town.. he serviced the boiler, replaced the controls and the final thing he said was a plumbing issue and I wasn't covered.

So I left it for a month or two and thought sod it and tried BG again, another engineer came round, heard the noise and knew what it was. Now he admitted it was not an easy job and would take like an hour.. but he got it and it was covered.

Basically your problems could be covered under the scheme.. if the engineer who comes can be bothered fixing it!

Turns out with engineer 1.. I was the last call in his day, and he lived down the road! Luckily the review they asked for reflected my feelings on the matter.. engineer 2's review was glowing!