British Gas won't accept complaint

Marksfish

Problem is, my meter was replaced before I went to the ombudsman. Ironically, it started working as designed 4 days before the change, but the person dealing with my case was not available to stop the change. I know I could have refused permission, but if it had subsequently played up again, they would have played the "we tried, you wouldn't let us" card.

I have usage figures from Hugo and 3nergy to support the working, but not changing tariff issue. I also have historical usage, which may assist and has been requested. Problem is the historical is pre- smart meter on Eco7, not on smart EV. Oh well, another week and i'll find out I suppose.

Just feeling a little trapped at the moment as don't want to move supplier in case it affects the outcome. Considering moving my gas though as that has been fine, just not billed for it!

Marksfish

Hopefully, coming to the end of this saga now.

The ombudsman has checked my figures provided and found British Gas' appeal to be unfounded:

"I believe that the evidence provided by you for the appeal confirms that the meter has allocated your night usage onto the day rate.

I believe remedy one to be correct and would expect British Gas to apply a credit to the account for the difference in charges from 01 January 2024 – 04 April 2024 from the incorrect usage amounts applied from your night usage to the day usage. I will attach the daily usage documents provided as part of the appeal and I would expect British Gas to refer to this evidence when implementing remedy one.

In summary, I have considered the points which the company raised in response to the decision but it’s my opinion that the decision was fair and reasonable based on the evidence presented to Energy Ombudsman. As such, I do not consider a change to the decision is required.

As you previously accepted our decision, our findings are now binding on the company and it should implement the remedies proposed within the next 28 days. "

Fingers crossed. Got to make sure they are billing the gas correctly yet

Marksfish

So finally I have positive news to report. I finally have a working IHD. I finally have a correct bill. I finally have a repayment of my overpayments. I finally have the results I was looking for. It shouldn't have to be this difficult.

I have now migrated to another provider and can put the British Gas saga behind me. Thanks everyone for reading my journey and commenting when appropriate.

Mark