British Gas removes guarantee dates from SoLR tariffs...

Mobtr

beefturnmail said:

You don't need to go though the entire complaints process to go to the ombudsman, just need to go through part of it - ie the highest level - I see no need to waste time going through the lower levels when I know how they are going to respond

Still has to be 8 weeks or a deadlock letter & you can get that from any level 

lisyloo

beefturnmail said:

lisyloo said:

beefturnmail said:

does anyone have any e-mail addresses for Executive Complaints which they could share?  Thanks

You need to go through the formal complaints process. You can start this via chat. 

I see no reason to waste my time jumping through their hoops when it's clear that they will try to obfuscate

I can find it out elsewhere

You absolutely must follow the formal comparing procedure if you want to go through the process and use the ombudsman.
Yes of course you can find incorrect email and postal addresses, but be warned if you give Bg ANY excuse you probably won’t get anywhere.
if you don’t follow the process (jump through hoops if you like) you will be giving them just what they need to ignore you.

sorry it really pants but it’s the truth that they won’t help you.
you need to force them to.

lisyloo

beefturnmail said:

You don't need to go though the entire complaints process to go to the ombudsman, just need to go through part of it - ie the highest level - I see no need to waste time going through the lower levels when I know how they are going to respond

I think you’re wrong, but wish you the best of luck and do let everyone know if you find a shortcut.
why do you think they put in the lower/cheaper levels if you can go straight to the top?
personally I think it’s a deliberate ploy to make things both more difficult and cheaper plus they can ignore people who don’t jump through the hoops.

im sorry if you don’t like the message but don’t confuse the message with the messenger (happens a lot)., I’m totally sympathetic to the cause.

Mobtr

Deleted_User said:

What are Executive Complaints? Is that a thing?

You need to make a Formal Complaint (and wait a while or get a deadlock letter) before you can go to the Ombudsman. That is a thing.

Executive complaints usually deal with the ombudsman complaints. Some people think if they email them directly it’s quicker when in reality all they do is pass it to a regular complaint handler & the customer still has to wait either 8 weeks or for a deadlock letter. 

beefturnmail

Mobtr said:

Deleted_User said:

What are Executive Complaints? Is that a thing?

You need to make a Formal Complaint (and wait a while or get a deadlock letter) before you can go to the Ombudsman. That is a thing.

Executive complaints usually deal with the ombudsman complaints. Some people think if they email them directly it’s quicker when in reality all they do is pass it to a regular complaint handler & the customer still has to wait either 8 weeks or for a deadlock letter. 

Maybe but I've had success before with this approach - either getting a deadlock letter quicker or getting a better settlement offer.  Of BG want customers to follow the process which is easier for BG, they want customers to do all the running or (better still), give up entirely - easier for BG to manage and better on their bottom line.  BG also have staff posting on forums on this, probably not actively misleading, more likely providing what they think is accurate information - but just because someone works for BG doesn't mean they know what goes on, at all levels of the company. 

jobdone1

An update today from my complaint. I gav received an email, the important qoute in the email is as follows
"fully appreciate the letter is confusing as confirms its both Variable and that prices are guaranteed. The reason the tariff shows an end date is because it’s not an ongoing tariff".
So they admit they have a misleading contract. I have so far been offered £50 compensation. I'm not accepting that. Keep you posted 👍

jobdone1

So a further email admission they got things wrong and the however are final compensation offer is £75 or deadlock letter. Ummm what should I do ? 

MWT

jobdone1 said:

So a further email admission they got things wrong and the however are final compensation offer is £75 or deadlock letter. Ummm what should I do ? 

Have you told BG what you want from them?

If you are trying to get to £100, now is your chance to say that you'll accept £100...

If you've already done that then take the money or roll the dice...

StartledJesus

Further to an official complaint early Monday, received a call from BG this afternoon, and negotiated upwards to £100 as a goodwill settlement with the representative. It has been credited to my account already. 

Onwards and upwards to try and sort EDF now. 

jobdone1

MWT said:

jobdone1 said:

So a further email admission they got things wrong and the however are final compensation offer is £75 or deadlock letter. Ummm what should I do ? 

Have you told BG what you want from them?

If you are trying to get to £100, now is your chance to say that you'll accept £100...

If you've already done that then take the money or roll the dice...

I am going to calculate the difference between old price and new. I use around 700 units per month add the increase in daily charge and use that as a lever to increase compensation.  The cost to British gas to have an ombudsman complaint is much greater. I have until the 25th her deadline not mine. So dice roll time 👍