British Gas not refunding

Mrcornwall

I am having problems with British gas and need some simple help.
I have power of attorney looking after the interest of a 92 year old lady with alzheimers. The lady concerned moved into care nearly two years ago but her house was sold late 2015.
On the 20th January 2016 British gas sent a final statement showing that she had overpaid by 2317.78 and that a refund would be made by cheque. Since then we have been chasing this cheque which has never been sent. On the 2nd april it was promised in 14 days, the 23rd april I was told a manager had to sign because of the amount. Last week I was told that they ( british gas) would need to talk to the lady concerned to confirm where she wanted the cheque sending to- and this despite having explained and qualified a) my powers of attorney and b) that she was 92 and has Alzheimer's. Today with no cheque and nobody showing any interest at British gas I have decided that I can provide a good case to the county court and ask for their direction. I am more than capable of presenting a case to the court but I have ask british gas for an address on which to serve papers which they will not supply - quoting only their Rotherham correspondence address. Does anyone know the correct address as I do not want court papers refused on a technicality. Thanks in anticipation

Bluebirdman_of_Alcathays

Both their supply address with OFGEM, and their registered address with Companies house is:


Millstream
Maidenhead Road
Windsor
Berkshire
SL4 5GD


https://www.ofgem.gov.uk/system/files/docs/2016/04/gas_registered_or_service_addresses_0.pdf


https://www.britishgas.co.uk/legal-information.html

Mrcornwall

Thank you.

SwanJon

Possibly in parallel, write to them.
Spell out the PoA and when you have contacted them previously.
Tell them you want this treated as a complaint, and try to identify when this became a complaint rather than an enquiry. (might be before 2 April).
They have 8 weeks from that date to reach a satisfactory conclusion or you can go to the Ombudsman. If that date was over 8 weeks ago, I would still send the letter but say that as it has taken over 8 weeks you are going directly to the ombudsman (and do so).

The reason I say to do this is that I suspect the court will want to see that you have followed the complaint procedure. Having both paths running means you can stop the slower one when the quicker one delivers.