British Gas Debt Collection Policy?

Honeydog

Does anyone please have a link to an official copy of this document? I've searched using Google and I've logged into my account on the website and searched on there using their search facility but I can't find a copy anywhere.

The bit I'm particularly interested in is the timescale from the bill being generated to action being taken e.g. after a certain number of days this happens, then that happens etc.

It is just that I've had emails from two customer service people recently with wildly different timescales and I don't really see how they can be so confused about it if there is an official policy somewhere.

I've obviously replied to the sender asking him to clarify/explain the difference between his and his colleague's version of their policy but meanwhile I'm researching it myself as well. I have also today asked for an official copy to be posted to my home but that is likely to take several days or they may not agree to do it at all.

Maybe the BG rep can help me with this?

Buzby

Because there isn't one? It'll be whatever the computer/office/management deem it to be. However, having never got any sensible answers directly from BG, only raising a court acton against them got them talking to my solicitor.

After the payout, I took my custom elsewhere.

SwanJon

I don't work in that area myself, but I think Buzby's answer comes closest.
There are a variety of factors which affect the time between bill & reminder, however, the bill is due from the day it reaches you

Honeydog

Thanks for your thoughts chaps. It will be interesting to see whether the BG representative confirms what you believe. Assuming that he/she chooses to comment that is.

I will also post any reply I get from my request for a copy to be posted to me.

But surely they have to have a policy - they can't just change the terms from one customer to the next? For example the computer generated letters have to be sent according to a schedule don't they?

This is proving to be very interesting.

Thanks again.

HD

spiro

Honeydog wrote: »

But surely they have to have a policy - they can't just change the terms from one customer to the next? For example the computer generated letters have to be sent according to a schedule don't they?

All suppliers will have a policy but they may have different timescales/actions depending on numerous variables i.e. how you pay, have you paid later before, no long you have been with them etc etc the list could be endless but it will not be covered in their t&cs which will just say they can chase you once you have failed to pay on time.

Once smart is rolled out suppliers could get very clever and they will never have to chase another bill because they could set the computers to change your meter from credit to ppm instantly you fail to pay on time and recover the money over the next billing period. No site visit required, nothing, just a line in their t&cs.

Honeydog

Thanks for your thoughts Spiro but that doesn't really explain why 2 different customer service agents think that the terms for the same customer should be so wildly different.

Both of them know how I pay, how long I've been with BG, how much the last bill was for etc. So they should both be saying the same thing. One email arrived in July and one in August so it isn't as though anything was wildly different.

Thanks for your thoughts though.

Honeydog

Plus how can they say that they are quoting a policy which does not exist? I sent an email asking a question and got a reply which began...

"I want to draw your attention to the British Gas debt collection policy...."

It was presented in such a way as to make the recipient believe that it was indeed the policy they ran their business by.

Now about 3 weeks later another CS person emails another version of it.

Strange. Unless each CS is allowed to make up their own version of their 'policy'?

Terrylw1

Try reading this as it has a chapter showing the debt path and some follow up text detailing some changes Bgas were trialling. It may have changed since inline with this would could account for differences between customers based on their risk value.

https://docs.google.com/viewer?a=v&q=cache:2QClkvrgqGsJ:www.ofgem.gov.uk/Sustainability/SocAction/Publications/Documents1/Debt%2520Review%2520Report.pdf+british+gas+debt+collection+process&hl=en&pid=bl&srcid=ADGEESh04UMJ6cfPJSg4nk_R1GQ1tPcBHmuhfZ-F2aam51FQJ0VdATzs2ug2_3jygOyGbgriTvSryW538fqJIbYAsSQQ8Gzy8nmY-pSyNR-FjGL0GUK-6UtB9sPdO8qVbPHqRlKT69Kw&sig=AHIEtbSqohDbUkoWwv2oyLyugX2ayQz2qg

In terms of policy, it may not be published in the public domain. It may be an internal process.

Terrylw1

spiro wrote: »

Once smart is rolled out suppliers could get very clever and they will never have to chase another bill because they could set the computers to change your meter from credit to ppm instantly you fail to pay on time and recover the money over the next billing period. No site visit required, nothing, just a line in their t&cs.

Not without following all the processes leading up to a PPM stage to justify their actions. Consumers will be protected from such harsh behaviour.

chanz4

Unless the advisor is dim you wont get a copy, as its sensitive and under 0 obligation to release

Honeydog

Terrylw1 wrote: »

Try reading this as it has a chapter showing the debt path and some follow up text detailing some changes Bgas were trialling. It may have changed since inline with this would could account for differences between customers based on their risk value.

https://docs.google.com/viewer?a=v&q=cache:2QClkvrgqGsJ:www.ofgem.gov.uk/Sustainability/SocAction/Publications/Documents1/Debt%2520Review%2520Report.pdf+british+gas+debt+collection+process&hl=en&pid=bl&srcid=ADGEESh04UMJ6cfPJSg4nk_R1GQ1tPcBHmuhfZ-F2aam51FQJ0VdATzs2ug2_3jygOyGbgriTvSryW538fqJIbYAsSQQ8Gzy8nmY-pSyNR-FjGL0GUK-6UtB9sPdO8qVbPHqRlKT69Kw&sig=AHIEtbSqohDbUkoWwv2oyLyugX2ayQz2qg

In terms of policy, it may not be published in the public domain. It may be an internal process.

Thanks I've had a quick look but I'm not awake enough to look at it properly now.

But there isn't a difference between customers - the customer is the same. It is two advisors saying different things!

Thanks for finding it anyway.