Scottish/British Gas Boiler Install Issues - How to procced?


Good evening,
Hoping this is the right place to post for some advice. An elderly relative of mine had their boiler replaced and trv's added to all their radiators, however from the get-go the service has been farcical.
It's a lengthy list of failings through the quotation, installation and "aftercare".
We are at the stage where BG have provided a final offer for remedial work and "compensation”, but this final offer doesn't even scratch the surface to all the installation issues let alone the emotional angst etc. it has caused my relative.
BG have recommended that if they are unhappy with the final offer, they'd need to start a complaint via utilitiesadr.co.uk, however the reviews for utilitiesadr are extremely negative.
We reached out to citizen advice, and they weren't able to offer any advice and when I called the Ombudsman Services, they pointed us in the direction of the Financial Ombudsman who in turn recommended the Ombudsman Services.
So, we are at a bit of a loss and not sure where to go from here.
Just a brief overview of some of the issues which might help identify who to speak to:
- Installation didn't follow the quoted work
- Installation is of extremely poor quality - bent piping, poor joints, leaking trvs, header tank not cleaned, Teflon tape galore etc.
- Quote is way off and if it wasn't for me physically inspecting, they would have been charging for wireless thermostats which weren't installed, copious amounts of piping which wasn't used etc. there are a number of items which they won't even acknowledge even though we have demonstrated that the quote and installation don't match.
- The customer complaints team are about the worst I've come across, weeks/months waiting for a response. Ignoring questions, not providing answers etc.
I could spend the rest of the night going into more detail but in simple terms the whole process has been shambolic.
We've asked for the complaint to be escalated above the customer complaints team without success.
Any suggestions on who to reach out to now?
Cheers
Comments
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1. Try an quantify your loss in purely money terms. E.g. cost of a third party to bring the installation into line with normally accepted standards,
2. Submit this to British Gas and ask them to carry out all work necessary at their expense, or to fund it being done by a third party..
3. If they refuse, consider a court clam. Used to be small claims court.1 -
Thank you for the prompt response.
We have had two quotes from local companies to rectify the work (primarily the leaks and poor pipe work) but haven't submitted these yet as the customer services haven't been clear on how this will impact the rest of our complaint re the quote and customer experience. e.g. the trvs which were supplied are the cheapest of the cheap and weren't supplied with matching lock shields etc. and the majority of the fittings look used etc.. or if we'd forfeit any compensation for the stress causes (ongoing for over 12 months) etc.
Not sure if we should be getting the local companies to quote for new valves and fittings etc. rather than just making the current install cleaner/ fit for purpose.
The boiler manufacturer technical support suggested that running the uncleaned and uninhabited system could of had a detrimental impact on the new boiler but couldn't quantify it or provide this information in an email (we still need to chase this up) although they didn't think it would impact the boiler warranty.
I think what you have said makes a lot of sense though as I'm not sure I'd trust them to rectify the issue correctly. Thanks for the advice.0 -
Take photo's lots of them. Then try british gas again & also who fitted everything as BG send local contractors who are not always that good. Plus try contacting Gas safe & if you can get a local gas fitter to carry out a gas safety check (I paid £60) This gives you ammunition for your case. As Nofool said work out a price you think it has cost you.
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