How do you complain to British Gas ?

Acc72

I have had a look on their website, but there doesn't seem to be any contact details ?

We moved into our house 2 1/2 years ago - there were already pre-pay meters (both gas and electric with British Gas).

We changed details with BG although we have noticed that we seemed to go through the gas really quickly.

3 weeks ago we contacted BG who told us that we were being charged the same rate as the previous tennant (who was paying off an arrears) and we are £769 in credit !

We were later told that we were £160 in credit with the electricity.

Both rates should now have been changed, but I am not able to get any answers from BG.

I am also worried that as we are now in credit, we have also paid off what the previous person owed ! - again I am not able to get any answers from BG.

We have only been told that the issue is being dealt with by the "Admin. Team" who are not contactable !!

Several (exteremeley long and frustrating) telephone calls later, we are no nearer to resolving this issue.

All I want to know is what rates are we paying now, and how much have we overpaid.


Does anybody have a number / address / e-mail of who we can contact in order to get a definitive answer.

Unfirtunately, my faith in BG is so low that even if they tell me I am not sure that I can fully believe their answer !!

Many thanks in advance for any help.

Cardew

You really must put matters like this in a letter - phonecalls are useless.Then if you get no satisfaction you can go to the Regulator.

Acc72

Thanks Cardew.

I normally go for the 3 pronged approach - telephone call, letter and e-mail (making reference to the telephone call) in the hope that at least one method will be successful !.

The problem is that I don't have any contact details.

Does anybody know the telephone number / address / e-mail address to use ?

espresso

Acc72 wrote:

The problem is that I don't have any contact details.

Does anybody know the telephone number / address / e-mail address to use ?

Have you been to their website?

Click on Contact Us

welshcakes

espresso. Welcome to the bizarre world of British Gas. I have recently lodged a case with the Energy Ombudsman regarding their incompetance. I moved in( as new owner & with a prepayment meter already there), BG were advised of my details, asked for a card so I could get gas and asked to change it to credit meter.

Found out after over 20 phone calls to them that they have me down as having a credit meter AND a prepayment meter, that they had accidentally just changed the name on the account so everytime I put credit pn prepayment meter, £5 automatically gets taken off straight away to pay for pervious owner's arrears.

Don't know how many times I have complained. I recently had an estimated bill for my non-existent credit meter for over £125 ... I was consciencious and filed it in my green recycling binbag.

The engineer who came out told me British Gas are a complete joke and that he's hearing stories like this almost daily on his rounds. Ombudsman recommends sending formal 3 para letter 1) state your grievances 2) state the actions you have taken to try and resolve 3) list the resolution you want. He says give them 10 days from receiving your letter which should be registered mail.

If no luck, ring Ombudsman and they will take up your case.

tripled

Acc72 wrote:

I am also worried that as we are now in credit, we have also paid off what the previous person owed ! - again I am not able to get any answers from BG.

Provided you were set up a new account when you moved in, and you have always used your payment card, you will not have paid off someone else's bill. You should be getting an annual statement, check them to ensure your account started the day you moved in. If you didn't keep them, or you never got them, phone British Gas and get copies.

With regards to the meter, arrange an appointment to have the meters reset. They should come out within about a week and it will ensure you start paying the right amount.

Finally, ask for a refund of your credit, that will probably take a bit longer - about 28 days - although there are reports some people are having problems getting the cheques.

bloomin_freezing

Acc72 wrote:

I have had a look on their website, but there doesn't seem to be any contact details ?

We moved into our house 2 1/2 years ago - there were already pre-pay meters (both gas and electric with British Gas).

We changed details with BG although we have noticed that we seemed to go through the gas really quickly.

3 weeks ago we contacted BG who told us that we were being charged the same rate as the previous tennant (who was paying off an arrears) and we are £769 in credit !

We were later told that we were £160 in credit with the electricity.

Both rates should now have been changed, but I am not able to get any answers from BG.

I am also worried that as we are now in credit, we have also paid off what the previous person owed ! - again I am not able to get any answers from BG.

We have only been told that the issue is being dealt with by the "Admin. Team" who are not contactable !!

Several (exteremeley long and frustrating) telephone calls later, we are no nearer to resolving this issue.

All I want to know is what rates are we paying now, and how much have we overpaid.


Does anybody have a number / address / e-mail of who we can contact in order to get a definitive answer.

Unfirtunately, my faith in BG is so low that even if they tell me I am not sure that I can fully believe their answer !!

Many thanks in advance for any help.

hi

If you wish to complain to energywatch call...08459 06 07 08 (these guys are the ombudsman for energy suppliers/customers. They are very good and get things done fast.

Alternatively you can call British gas in the Customer Relations Dept (usually no or very little time on hold) call 0800 072 8632. This departmeny seem to know what they're doing, unlike most others within British Gas.

Good Luck

dc

espresso wrote:

Have you been to their website?

Click on Contact Us

They tend not to reply :rolleyes2 :rolleyes2 , billing site is a Joke.

Phones, many 0845 numbers seem to lead to same place, even the complaints line ends up at billing, latest............. " no managers available" today....................

Best/Last Resort,,, to write to Management Complaints Team at Admail Southampton, and hope............... sorry dont have the full address with me ,

Cardew

dc wrote:

They tend not to reply :rolleyes2 :rolleyes2 , billing site is a Joke.

I think expresso was saying go to the website to find contact details(as OP was going to write) From the website you get:

If you want to send a letter to us, our address is:

Complaints Address
British Gas
PO BOX 3054
Eastbourne
BN21 9FD

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jessc_2001

I don't know if anyone else has come across this little whiz of a site :

http://www.saynoto0870.co.uk/search.php

but you can sometimes get 'direct' numbers on here that lead you straight to a REAL PERSON - maybe it can help you?

I've used it a number of times and found it to be great!

dc

I think expresso was saying go to the website to find contact details(as OP was going to write) From the website you get

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And I was saying that method does not work..................................
Having suffered for 10 weeks at their unbelievable corporate-wide incompetence. Literaly hours on the phone, 5 emails, and I found out yesterday due to coak ups I'm back to square one.

I am suprised they have any customers left!!!!!!!!!!!!!!!!!!!

They simply DO NOT reply to website complaints, as confirmed by BG customer services in one telephone conversation with me yesterday.

I have been told on more than one occasion, (whether true or not) is that
the only way to complain with effect, is to write to them at

Complaints Address
British Gas
PO BOX 3054
Eastbourne
BN21 9FD