Referring to Ombudsman. 28 February at 5:23PM edited 28 February at 6:41PM in Energy 3 replies 143 views

Eldi_Dos

Have been waiting since Oct 22 for refund of credit on account I closed with British Gas, have had many web chats and phone calls with no resolution.

Made complaint via BG webpage on 04/1/23 and have had no reply from BG, if no reply by tomorrow I intend to take complaint to Ombudsman.

Any guidance on what to include would be most welcome.

Does anyone know how long Ombudsman is taking with cases at the moment

Edit:
From day one when I gave final readings there has never been dispute that I was owed refund of credit in excess of £440 and BG staff in all the dealings I have had with them have seen it on their system. On four separate occasions staff have told me they were initiating a refund as we spoke and money would be in my account in 7/14 days but this never happened.

Dolor

Eldi_Dos said:

Have been waiting since Oct 22 for refund of credit on account I closed with British Gas, have had many web chats and phone calls with no resolution.

Made complaint via BG webpage on 04/1/23 and have had no reply from BG, if no reply by tomorrow I intend to take complaint to Ombudsman.

Any guidance on what to include would be most welcome.

Does anyone know how long Ombudsman is taking with cases at the moment

You need to set out all the facts with supporting evidence with a clear timeline. 

If you are 100% sure that you are owed a certain amount of money, you might get a faster response if you sent a Letter Before Action before taking BG to the Small Claims Court.

https://www.citizensadvice.org.uk/law-and-courts/legal-system/small-claims/making-a-small-claim/

Gerry1

• Remember that the Ombudsman doesn't investigate: they just look at the evidence that you and BG provide, so make sure you summarise it well.

• Keep things simple, bullet points in chronological order are best.  One side of A4 at most, possibly a copy of a webchat as supporting evidence that only needs to be glanced at.

• Post the details here and we can offer advice.

Mstty

Always good to read about the process first.

I currently have a complaint sitting at 5 weeks still waiting for first glance as they are very busy.

You should always try and come to some agreement with the energy supplier this should be the last resort when communications break down.

https://www.ombudsman-services.org/how-it-works/process