British Gas - contact details for complaints

Yorkie006

flossy_splodge said:

All this aggro when it appears an email to your MP can short circuit the process and get results. For me , I just wanted results.

I'm pretty sure my MP has more important issues to deal with.
Anyway, it's sorted now. Looks like going through Resolver did the trick. Both meters are smart again and I got £30 credit for the trouble. Shame it took so long and that raising the complaint directly with BG didn't work, I wonder how long it would take without Resolver.

Mario_A

I took a pointless day off to wait for British Gas to not turn up to install my smart meters, sent a complaint email to the email shown a few replies ago, the reply from the email was "we do not monitor this email". Nice. I tried the installation complaints who redirected me to the smart meter interest form. Jeez. I mean you miss a payment they are on your case, anything else its a screw you and ignore it. Need to get rid of them ASAP

Marksfish

I escalated mine to jana.siber@britishgas.co.uk and it was directed to the executive office. They aren't much better, dealing with over billing now on top of all the other issues!

twopenny

My experience -

They said I hadn't paid when I had.

Online chat - it's definitely been resolvedl

It hadn't

Emails after 5 weeks from billing from Debt Collectors.

Online chat - it's definitely been resolved you won't hear from anyone again

It hadn't the emails continued from Debt Collectors

I asked the bank. They said not to worry they had a direct line and would deal with it. The bank received a letter telling them to do online chat!!!!!!!

Fortunately I was still getting paper bills and paying at the bank so had a paper receipt stamped by the bank.

I photo copied it with a letter to the Complaints Department with proof of posting.

I received an appology by email 2 weeks later.

Horriffic time with my good credit at risk, fear of checking emails. I've been paying on time for 50yrs.

This also happened once before, they 'lost' my payment and it was too and froing before they found it.

Now the new Account online shows nothing but the number and a blank page. No bills, no readings, no nothing.

I'm just waiting for it to be up and running and getting some readings and payment before moving.

NIckyJJones

My mum passed away in April. Notified BG, they emailed and said to reply to email when property sold. So I did. Heard nothing. Tried online chat, useless as they didn't understand the situation. Called and was told final bill £68 and that they would email as otherwise wouldn't be issued until 21/12. Nothing recd so chased by telephone on 18/12, nothing had been actioned in prev call, final bill £74. Queried this and was then told final bill £85! After about 30 mins of disputing this they told me final bill was actually £178!!! Complaint lodged on 18/12 automated reply said would hear within 21 days. Now at day 26 and have heard nothing at all from them. 

Yorkie006

NIckyJJones said:

My mum passed away in April. Notified BG, they emailed and said to reply to email when property sold. So I did. Heard nothing. Tried online chat, useless as they didn't understand the situation. Called and was told final bill £68 and that they would email as otherwise wouldn't be issued until 21/12. Nothing recd so chased by telephone on 18/12, nothing had been actioned in prev call, final bill £74. Queried this and was then told final bill £85! After about 30 mins of disputing this they told me final bill was actually £178!!! Complaint lodged on 18/12 automated reply said would hear within 21 days. Now at day 26 and have heard nothing at all from them. 

Well, I have another issue with BG, reported to them on 8/12, promised response within 7 days but could take up to 21. It's been over a month and still nothing... 

tifo

Marksfish said:

I escalated mine to jana.siber@britishgas.co.uk and it was directed to the executive office. They aren't much better, dealing with over billing now on top of all the other issues!

I've done this recently and copied executiveoffice into the email, nothing back yet. I've been trying to get hold of someone since November (2 months)