British Gas How not to deal with a complaint

duchy

Just before Christmas I took out boiler cover with BG. My fiance uses them already and I was quite impressed with the service he got and as my dual fuel is already with BG it made sense.

I took it out on line and was directed to book the annual free service call. Weirdly it only offered one date Christmas Eve morning -which I booked and then called the next morning are changed it . They could only offer one other date the Monday after Christmas. Not ideal but hey better than Christmas eve.

The engineer didn't turn up and there were no messages on the number I left for contact (it has voicemail|). I rebooked and the engineer did turn up but I emailed BG to complain about the original no show. Nearly two weeks later I got a voicemail from BG asking me to call their customer service team and leaving their number. I called back to be told that *I* was wrong to call them and needed to call the regular number and not customer relations.

Really ? Customer relations don't deal with complaints at BG and when you ring them back as requested they don't want to know ?

I'm now not only thinking of cancelling the policy but moving my supplier too.