why have I stopped getting nectar points with British Gas?

hansi

RayR22 wrote: »

Like hansi, I recently noticed that BG have stopped giving Nectar points for submitting quarterly meter readings since I "upgraded" to Smart meters. I also emailed a complaint and got a telephone response which eventually told me that the didn't give Nectar points for this where households have Smart meters but was also offered the 800 points. I mentioned that before I had the "upgrade" (December 2012) I had emailed BG about Smart Meters and Nectar points and I received an email reply which assured me that I would still get them as the meter would still be submitting readings for me! The Customer Services guy told me he couldn't do anything other than pass my complaint further up the chain.

Being a bit of I cynic, I also decided to email the Managing Director of BG residential Services with my complaint. I did that yesterday, so no reply yet - I'll post feedback when I get something.

Do you have his email address please and I'll give it a try.

jamesleesaunders

Thanks Joyful, I will ring BG to ask.

RayR22

Lost Nectar Points and BritishGas Smart Meter/Nectar Policy

At last, I have received a definitive reply to my email sent to BritishGas Management. I have extracted the salient points in the following paragrahs:


Customers fitted with a Smart meterthat provides the readings to BG, will not automatically receive Nectar pointsas the meter provides the readings directly.


At British Gas, we believe intreating all customers fairly and since we launched our Nectar scheme in 2011,we have agreed that no customer should be disadvantaged by their meter type.Therefore, we do offer the Nectar points that would have been due to anycustomer that requests them. Unfortunately, we’re not able to credit the pointsautomatically but by contacting our customer service team, you should alwaysreceive the points that you’re entitled to. To reduce the inconvenience to ourcustomers, this only needs to be requested once per year and we will apply anannual allocation of points to your Nectar account.


I have arranged that all British Gasadvisors that deal with Smart meter calls and written enquires be re-briefed toensure that our customers receive the correct information in future.


I received the responsefrom:
ShaneBonney (shane.bonney@britishgas.co.uk)
Executive CustomerRelations Manager, Managing Director's Office

I had originally emailedIan Peters (ian.peters@britishgas.co.uk)
Managing Director, BritishGas Residential Energy

And copied to:
Arslan Sharif (arslan.sharif@britishgas.co.uk)
Digital Director

hansi

Thanks. Can I have your permission to copy and paste the relevant paragraph when I email BG about my Nectar points?

RayR22

Hansi, you can use the the paragraphs but as this is what I received from BG Management you don't need to.

If you have any missing points then you should only need to contact Customer Services (I would recommend using the 'contact us' method via your online account). As a Smart Meter user who should be treated the same as any other meter type. You have to ask for them but the BG policy is to allocate you the appropriate number of points. As per the paragraphs I quoted, you will need to ask once a year.

Good Luck