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Flogas - Complaints Process

Morning! I wonder if anyone has any experience of taking a complaint with Flogas further. We are currently in the process of going through the complaints process. We had a tank installed by Flogas Jan 2018, and were on a 2 year contract at 38ppl. That ended in Jan 2020, they apparently sent us a letter (which they have emailed to me) advising us that we are coming to the end of our contract, we never received the letter by post and despite them having both our email addresses, obviously they never tried another route. That said, nothing in the letter refers to price, nothing to say, you'll move to our standard rate of... or anything at all. Actually we went up to 61ppl, unbeknown to us. They have mentioned in the email that after every delivery an invoice is sent with the amount of litres delivered and the price, we have never had an invoice, as we are paying monthly I presume. We have basically ended up paying £650 more over the course of the last 13 months, than we would have had we stayed on the old price, or recontracted. 
The other point I raised was that when I called flogas to discuss this, they offered a reduction from 61ppl to 49.5ppl, yet Robert Flaxman managed to recontract us, with Flogas at 36ppl, and that, to me, also makes no sense. They did not comment on this part of my complaint. 
Does anyone have any pearls of widsom here, or where to take it further? I know the Ombudsman does not deal with LPG, so maybe this is why some of the suppliers seem to be a law unto themselves. 
I have noted that our new contract states on section 8.4 that there will be on increase of more than 12ppl without them advising us of the price. Clearly that didnt happed, but I also dont know if the contract in 2018 was the same. 
Any advice would be appreciated  Thanks, Julie


  • justwhat
    justwhat Posts: 628 Forumite
    First Anniversary First Post Name Dropper
    Flogas has an online payment /invoice system.  This will show price of the LPG. We have never had a paper bill. 
    i assume you have gone to broker LPG save. We did the same and like you got a better deal with flogas via LPG save.
    We were approached a few months later by another company offering the same deal with FREE boiler cover.(however contract was already signed) 
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