British Gas complaints

Exbiker

In September /October23 I was informed my gas account was migrating to new system.My gas estimation was going from 14000 kWh per year to 143000 kWh.After months of contacting British Gas and complaining and being told it’s only an estimate.Going forward to March 24 I changed to Octopus Energy who immediately asked for a photograph of my gas meter.I was informed that my meter was measuring in meter/cubic and the data base was measuring in feet/cubic which they changed.My gas costs have gone back to normal.Unfortunately British Gas still say I owe them £994.I am a 80 year pensioner with a gas boiler and and hob.

t0rt0ise

Open a complaint with British Gas. The people who deal with complaints are quite sensible.

brassfort

Hi all! For the last few months I have had to send readings myself, I wasn't asked to, because my smart meter I found out, was not regularly sending readings or using estimates. Been on chat loads of times, keep being fobbed off or offered£10 compensation? When I asked why I am having to send readings they say they are aware of issues and are trying to fix things?! I have tried to file a complaint myself but when I begin on we form won't let me continue! Tried ringing can never get through! Any suggestions please? Many thanks 🥴

BarelySentientAI

brassfort said:

Hi all! For the last few months I have had to send readings myself, I wasn't asked to, because my smart meter I found out, was not regularly sending readings or using estimates. Been on chat loads of times, keep being fobbed off or offered£10 compensation? When I asked why I am having to send readings they say they are aware of issues and are trying to fix things?! I have tried to file a complaint myself but when I begin on we form won't let me continue! Tried ringing can never get through! Any suggestions please? Many thanks 🥴

My view?  You don't actually have a problem that is worth complaining about.

tifo

t0rt0ise said:

Open a complaint with British Gas. The people who deal with complaints are quite sensible.

Not my experience, even the executive office team are not that. I'm talking from over 4 years of dealing with both.

Spaarky

After almost 2 years of trying to replace my old "smart" meters,I GOT THEM CHANGED ON THE 31ST  OF JAN 24.
I took daily meter readings for 3 months previous to c/o and daily reading to present date.since the new meters were installed.I can now see an amazing difference in consumption.In May - June 23 (59 days) 906kwhs were registered on the old electric meter.On the gas meter, 146 cubic m of gas was shown on that.The same period this year with the new meters the electric was 336kwh and the gas was 73 cubic m.
British Gas took over my account on OCT 21 ,so from that point,I have been grossly overcharged....How do I get a refund as I have complained to them several times with no solution forthcoming. Thanks in desperation.

BarelySentientAI

Spaarky said:

so from that point,I have been grossly overcharged....How do I get a refund as I have complained to them several times with no solution forthcoming. 

You have no evidence that you have been overcharged and you don't get a refund just because you used less this year than last year.

wild666

Exbiker said:

In September /October23 I was informed my gas account was migrating to new system.My gas estimation was going from 14000 kWh per year to 143000 kWh.After months of contacting British Gas and complaining and being told it’s only an estimate.Going forward to March 24 I changed to Octopus Energy who immediately asked for a photograph of my gas meter.I was informed that my meter was measuring in meter/cubic and the data base was measuring in feet/cubic which they changed.My gas costs have gone back to normal.Unfortunately British Gas still say I owe them £994.I am a 80 year pensioner with a gas boiler and and hob.

Open a complaint about the final reading, if the meter(s) are reading in M3, not ft.3 then the final bill should be about 2.86 times lower than the amount they are asking for. If this has being going on for years then back billing won't be an option. 
Ask for a letter of deadlock so you can go the the ombudsman and fully document your complaint and if they find in your favour you will likely get some compensation as well as the bill lowered.

MeteredOut

You may have missed your opportunity. If you suspected an issue, you should have asked for your old meters to be tested before getting them replaced.

But, raise a case with the Ombudsman (after 8 weeks or a no-resolution complaint with BG) and share your evidence there (you'll likely need more than you've shared on this post) to see what they say.

No-one knows if you've now got a hot tub or whether have had your boiler on more this year compared to last, so increased readings alone does not mean there was an issue with the old meters. Do you have any other evidence other than above. eg, were you contacting BG during those 2 years saying you think your meters were overcharging? Do you have previous years usage?