British Gas Complaint. No progress

philng Forumite Posts: 799
Part of the Furniture 500 Posts Name Dropper Combo Breaker
I raised a complaint with british gas some time ago with the deadline 8 weeks due 13 June.

Complaint relates to new build with gas meter not registered. Moved into house 18 months ago. Tried to switch supplier Feb this year but unable due to this issue.

Formally raised complaint 12 April having been advised not to formally raise Feb and March as it would delay process.

Have had no communication or acknowledgement. 

Phoned today and they have the complaint but appears no progress. I have asked for a call back from a manager but what are my rights and how do i resolve?

Appears B Gas are trying to suppress situation and hold me as a customer against my will.


  • Dolor
    Dolor Forumite Posts: 7,653
    1,000 Posts Third Anniversary Name Dropper
    Meter registrations are usually the responsibility of the builder or its agent not the energy supplier. If your meter is not registered on the National Database then you are shipperless and you should not owe BG a penny. Check whether your meter is registered here:

    If the search comes back with no designated supplier then just call any energy supplier and ask them to take over your shipperless account.

    Or if you prefer, and 8 weeks has passed since you lodged your original complaint then you have the right to escalate it to The Energy Ombudsman.

    Bear in mind, EOS does not investigate as such. It just reviews the submission that you make and a case file supplied by the supplier. The EOS Decision is binding on the supplier (but not legally enforceable).

    Finally, you have 18 months more patience than I have. Why didn’t you speak to your developer?
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