British Gas and Ombudsman problems

Shellywelly53

Hi 
My cousin has been trying to sort her bills with British Gas as they have basically took the mickey since Feb 2019. She has tried numerous times to sort it out but British Gas have ignored all her efforts. She has reported it to Ombudsman in 2019 but even they are ignoring her. She is getting so depressed with it all as she has tried to sort it out for 2years now but can't even get a reply from the Ombudsman. Can anyone suggest what she can do next as its taking its toll on her wellbeing now? Any ideas will be really appreciate it
Thanks in advance
Michellexxx

dogshome

There is an established way to make Complaints, and it is to WRITE a letter headed Complaint to the supplier and post it by Royal Mail, getting a free certificate of posting.

Suppliers cannot ignore this and they must acknowledge receipt, also the Ombudsman cannot get involved until 8 weeks have passed from the posting date on the letter

Shellywelly53

We know all this and she has done all this by the book but 2years later no replies at all. Should she see a solicitor now or where do you report the Ombudsman? Something needs doing!

Robin9

She should write to her MP -  give brief detail of the issues. Quote her account number and enclose copies of her correspondence.  

[Deleted User]

Shellywelly53 said:

We know all this and she has done all this by the book but 2years later no replies at all. Should she see a solicitor now or where do you report the Ombudsman? Something needs doing!

If your cousin thinks that she has been let down by The Energy Ombudsman then a WRITTEN complaint can be raised:


https://www.ombudsman-services.org/unhappy-with-our-service

My advice, FWiW, is stick to the facts not the detail of the complaint made against BG. That is, state when the complaint was first raised against BG and the date on which it was escalated to The Energy Ombudsman - and how this was done. If everything was done ‘by the book’ then this evidence should still be available.

PS All that said, too much time may now have passed.

milgo

@Shellywelly53 The problems that your cousin has experienced with BG, would it be rude to ask you to summarise what they are?  It is possible that you may be able to get help or direction here on the forum if other have experienced similar issues in the past.

niktheguru

how has she contacted British Gas and not received any help? Is she only emailing, or has she called too? It would be a bit bizarre for everyone not to reply at all.

when was a formal written complaint given to BG, then when did she go to the ombudsman, what has she been doing for the two years since? Does she provide regular meter readings online to the supplier? What are the problems she is experiencing? Has she considered switching to another supplier if she is not happy? Lots of questions, more detail regarding the situation is required for us to be any help please.