How do you complain to British Gas ?

tripled

There are numerous admial boxes across the country, in Leeds, Scotland, Cardiff and Southampton. It's simply means you don't have their address, so the service desk in the callcentres don't get too much hassle.

Cardew

dc wrote:

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.

DC,
The OP asked in this thread how do you complain to BG; I think we all accept that BG customer service is often very poor; so telling us again how poor they are doesn't take us forward.

As he couldn't get satisfaction on the phone, the OP was advised in Post#2 to write(see quote) so there was a record of his correspondence to take to the Regulator.

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.

If it then 'doesn't work' you at least have copies of your letters.

The website gives the BG address to write to - which I gave. If you believe it is for the website team then they will forward it.

dc

Apologies, I read Espresso's post as pointing to where to find the "email" contact. Which they (in my experience ) tend to ignore.

So is the Admail address a delaying con too?

The OP asked
How do you complain to British Gas ?

I would like to know too, how to get through the corporate fog to someone who can act resposibly, by taking charge. For in the past 10 weeks I have failed.
None of the posts appear to point to anything other than time delaying, ineffective faceless pool contacts, other than possibly those pointed to, by Jessc_2001.

Cardew

DC

All you need to do is send it recorded delivery to BG at the address they show on the website(which I gave)

As you have had an ongoing problem, outline the events and send a copy to Energywatch.

I will bet you a virtual pint that you will get a reply - by the Summer!

Acc72

Thanks for all replies.

Surely the Ombudsman should force BG to have one central contact point for queries and one central contact point for any complaints - or is that too simple !!

I wonder what percentage of people give up trying to make a complaint ?

I am a stubborn git, but what about pensioners and others who do not want / cannot afford to spend hours on the telephone etc.

dc

Snap . :beer:

from an angry OAP.

masonic

Acc72 wrote:

Surely the Ombudsman should force BG to have one central contact point for queries and one central contact point for any complaints - or is that too simple !!

Perhaps not publicising their complaints address is grounds for a complaint?

erb

I wrote to the Complaints Management Team earley December and got a reply in December saying my query was important to them and would be replied to in 12 days. I am still waiting:mad: . My query is that they are charging me at the wrong tariff. I should be on the Discounted Electrictiy tariff but they are charging me at the higher standard tariff. This has been wrong since 13 June 2006 :eek: when I switched to them.



If I don't get any satisfaction by the end of the month I will make a complaint to energywatch about them.

You can do this on the Energywatch web site here. Lets all do it.

j1mgg

i have just finished working in the scottish call centre for bg. I have to agree it is an absolute joke. To start there is not a proper complaints team. the csa that deal with billing also deal with complaints and we have no where to go with them so it is basically ok i will get that looked at for you but there is not a complaints dep to pass it to.

The re assesment of dd done by the computer are a joke as they are usually higher than if we work it out using the method taught to us.

We are always being told to take ownership of a call if someone asks to speak to a manager instead of passing it on and then when a simple call that comes in
i.e maybe the est reading is diff from the actual reading then we sometimes have to send it to another dep(admin) and can take upto 4 weeks to get another bill sent out but we will keep on sending you threatening letters.

Last of all managers that are on the floor wont deal with calls these have to be passed to the customer liason team who basically are a team of csa who have more than a years exp.

erb

Further to post 19 I still did not get a correct statement so complained to Energywatch at the end of January via their website. Energywatch rang me and after giving me a reference put me through to BG. Within 3 hours I had yet another promise from BG that I had now been put on the correct tariff and I would get a revised statment which should arrive this week. We shall see!