British Gas/Lowell

McMooshie

Response from BG:

“Thanks for getting back in touch. You have already registered an official complaint, hence my contacting you. Your complaint reference is xxxxxxxxxx. I have not refused to investigate your complaint. On the contrary, I have already been passed to our Data Disputes team who have looked into your concerns around how we have reported to credit reference agencies and confirmed that we have reported accurately so no changes will be made. I have informed you of this on a number of occasions.

I’m sorry that this isn’t the answer that you are looking for but our position will not change. We have explained clearly why we cannot change out reporting to credit reference agencies but as you will not accept this answer then we have reached an impasse. Our next steps will be to send you our final position on the matter via a Deadlock letter inviting you to now take your complaint to the Ombudsman. We will then close the complaint as Deadlocked.”

I have gone back to them and asked them to explain exactly why they think they have reported correctly to the CRAs when they have not recorded the default per ICO guidelines and also that they haven’t acknowledged that the bills etc are in a name that is not mine (it’s similar, it’s just spelt incorrectly) but I don’t think I’m going to get anywhere with them.

Looks like I will need to go the ICO

[Deleted User]

You won't get anywhere with the name error part.

If it's always been spelt incorrectly yet you paid in the past then their argument would be why you didn't raise it earlier

McMooshie

No I didn’t think so, however it is reported on my credit files correctly.

McMooshie

I’ve received a deadlock letter from them in an email. I doubt I’ll get a response to my last email now.

Should I go to the ombudsman first or ICO?

[Deleted User]

The deadlock letter basically means they won’t help you any further.

You can try the ombudsman first

McMooshie

I’ve lodged my complaint with the ombudsman today.

I will update know the outcome here.

Thanks again for all your help

McMooshie

I received a decision from the Ombudsman this morning on my complaint - it has been upheld!!

Essentially BG could not prove all sorts of things on my account such as when it was passed to a debt collection agency as well as never sending me a final bill.

The Ombudsman has ruled that they must remove ALL negative markers from my credit files and deducted all charges as well as £75 goodwill from the remaining balance.

I still have to pay the balance (which I knew I did) however, I’m so relieved that this all sorted! It just shows it’s worthwhile to complain!

The remaining balance is around £200 of which I’m not sure whether to offer a F&F on or just pay a small amount each month - any suggestions what would be the best option?

[Deleted User]

Congrats with the perseverance paying off.

They will probably want the amount settled in full but no harm in asking.

McMooshie

Thanks again for all your help!