British Gas removes guarantee dates from SoLR tariffs...

MWT

halcyon_anon_anon said:

I don't think it can be classed as a mistake when they have been repeatedly making it over the course of many months and have failed to clarify or correct said mistake on each occasion.

That just makes it a bad mistake, but their stance and the Ombudsman's treatment of the cases so far remains the same, it is an error which they fixed, albeit rather slowly.

They have the inherent ambiguity on their side for that point, as it has always been an anomalous set of tariffs defined as both flexible and guaranteed and clearly their own staff were confused by it as well.

So I wouldn't suggest that trying to counter the 'mistake' definition was likely to be productive, but seeking compensation for relying on their representations has more chance I would hope.... 

StartledJesus

That doesn’t seem to have been the Ombudsman’s decision in the case of @indebt80 on another thread. Please don’t be putting ideas into BGs head as to how to wriggle out of this issue. 

There seems to be a lot of barrack room lawyers on this board…

MWT

StartledJesus said:

That doesn’t seem to have been the Ombudsman’s decision in the case of @indebt80 on another thread. Please don’t be putting ideas into BGs head as to how to wriggle out of this issue. 

There seems to be a lot of barrack room lawyers on this board…

They don't need any help on that front, just look at the detail of the ruling on indebt80's case though, once they understood indebt80 was already on the 'Welcome' tariff...

"As this is the case, we are simply unable to stop your tariff from rising on 1 April 2021, as this is a business decision which is outside of our services terms of reference, though we have acknowledged the misinformation provided through a goodwill payment."

The complaint was upheld but there was no change made to the tariff, just a 'goodwill payment'.

StartledJesus

Yes, a goodwill payment that very few other customers, in exactly the same position, seem to have received.

I’m not blaming the recipient, but where’s the consistency from BG? Should it really be ‘he who shouts loudest or longest is the most successful’? Or BG dishing out arbitrary, differing amounts to people dependent on the smallest offer they can get away with at the time, or depending on which agent you speak to? 

MWT

StartledJesus said:

Yes, a goodwill payment that very few other customers, in exactly the same position, seem to have received.

I’m not blaming the recipient, but where’s the consistency from BG? Should it really be ‘he who shouts loudest or longest is the most successful’? Or BG dishing out arbitrary, differing amounts to people dependent on the smallest offer they can get away with at the time, or depending on which agent you speak to? 

I am sure they are trying to deal with this without giving anything to anyone, as they know full well that as soon as they give more than a token gesture to anyone without an Ombudsman ruling they have potentially a lot more customers who will demand the same.

They also know that the vast majority will either not have noticed the guarantee issue at all or will not bother to go to the Ombudsman so case by case it will go and yes, loudest and longest is a factor...

lisyloo

StartledJesus said:

Yes, a goodwill payment that very few other customers, in exactly the same position, seem to have received.

I’m not blaming the recipient, but where’s the consistency from BG? Should it really be ‘he who shouts loudest or longest is the most successful’? Or BG dishing out arbitrary, differing amounts to people dependent on the smallest offer they can get away with at the time, or depending on which agent you speak to? 

I think you are right.
they will try to give as little as possible (possibly incentivising their agents to pay less) and those who are articulate at expressing their case and push harder will do better and there may be a lack of consistency between agents.
Im not sure why anyone expects goodwill gestures to be fair and consistent especially with this company. I get the fairness aspect but there is no legal right to receive the same when it’s a voluntary gesture.

I don’t think all cases are the same.
as above, some people sought specific assurances and made decisions based on the information given - in some cases not to take an alternate fix.
that doesn’t completely explain the inconsistency, but I do think the £100 was not a run of the mill case.

StartledJesus

@Deleted_User As a member of the latter group, ‘Hear, Hear.’ 

We are all barrack room lawyers, just some more than others…😉 

roseview

FYI - I too have complained to BG re the variable/guaranteed issue. Initially they wanted to give me £15, then it went to £20. I refused so they referred it again (!) and came back with £20 again this morning so I refused that and insisted on a deadlock letter to take to the ombudsman, having already told them that I am aware they have said that a previous complainant should get £100. Low and behold, I've just been offered £100. I've got two weeks so aren't going to jump just yet as who knows what else may transpire fairly soon!

StartledJesus

@roseview Well done. But that just shows what a farce the whole thing is! I am now also going to the Ombudsman asap. 

StartledJesus

@roseview Well done. But that just shows what a farce the whole thing is! I am now also going to the Ombudsman asap.