How to complain about Calor Gas

bluebell1974

I wish to complain about Calor Gas but don’t know who to go to. Basically they have left my elderly parents who have limited mobility and were both discharged from hospital 5 days ago, with no gas ( no heating, hot water or cooking facilities) despite being notified of low tank readings regularly since the 18/12/23 and then being told they were down to zero gas on the 2/1/24. They have had no heating etc for over 48hours. Calor gas just keep saying be patient an order will be with you as soon as possible or have given false information regarding delivery. We were initially told our situation was being escalated and an order would be with us within two days, it didn’t arrive, then told the same thing again, it didn’t arrive. Then was told it would be with us on the 9/1/24 -guess what, it didn’t arrive. We have now been told it will be with us tomorrow 11/1/24. I’ll believe it when I see it. 

My parents are trying to keep warm by using very expensive electric fan heaters which they can’t really afford to use-can we claim the cost of these back?

tacpot12

You should start by complaining to Calorgas using any published compaint procedure. Are your parents registered with Calorgas as vulnerable?

As to whether they can claim anything back for the cost of using alternative heating, I would suggest that you check their contract, and also ask for something on a good-will basis. If your parents have home insurance, check to see if they have legal expenses cover. If they do, they could ask the legal helpline to advise them about what the contract says.   

bluebell1974

We have made a complaint direct with Calor gas and yes they are registered with them as being vulnerable. 

I’ll look into their insurance. 

Thanks 

MikeFl

Some other things to do are:
1. Make sure all communication is recorded (i.e. copies of emails, notes of phone conversations) so you can refer to these. You might be surprised to find there won't be the same records held by Calor themselves.
2. If necessary, use these to cancel the contract when required (by not supplying your parents with gas they are in breach of contract, so you can leave for another supplier without penalty)
3. Contact your local MP with the details. They can at least contact Calor on your behalf, and will be less likely to be ignored.

Contacting your MP is not a bad idea in any case, as there needs to be reform so off-grid energy suppliers (Calor, Avanti, etc...) fall under OFGEM control. At the moment, there's no regulation of prices, and consumers have little protection.

Netexporter

How to complain about Calor Gas

Using prop(h)ane language.