British Gas - Problems with their Customer Service

adly

Hi everyone,

I’m hoping to get some advice regarding an ongoing issue I’ve had with British Gas and the impact it’s having on my credit score. Last year, I had to set up a repayment plan with them, which was agreed to be over six months. Unfortunately, I wasn’t fully informed about the consequences of this plan, and it’s now negatively affecting my credit history, which I didn’t anticipate at all.

I’ve reached out to their customer service multiple times and even lodged a complaint, but all I’ve received is the same response that it’s their policy. I spoke to representatives  but no solution has been offered, and they’ve only suggested a £20 compensation, which seems really low considering the ongoing impact on my credit score.

Has anyone else experienced this issue with British Gas or other utilities? I feel like I wasn’t fully informed when agreeing to the plan, and now it's causing a lot of stress. I’ve tried to get a resolution, but I’m not sure what steps I should take next.

I have previously complained. However their response basically refers to their policy. 

Any advice would be greatly appreciated – particularly if you’ve had a similar experience and found a way to resolve the issue.

Thanks in advance!

QrizB

Your credit score is a made-up number used by the credit agencies to sell you products that improve it.

happy_kittens123

Hi
I found this topic the other day
I am going through the same situation with BG, have you had any more sense from them on this?.
I was also told it was their policy, 
It seems odd to have customers on a payment plan that is stuck too but they report it as a missed payment
That's the explanation I got from BG.
They said we sent out a letter telling anyone on a repayment plan that they would be reported to credit score providers.
The letter did not actually state how they would report it.
From the letter you cant make an informed decision in my opinion.

QrizB

happy_kittens123 said:

They said we sent out a letter telling anyone on a repayment plan that they would be reported to credit score providers.
The letter did not actually state how they would report it.

What sort of report did you expect them to make?

happy_kittens123

It was reported to Experian as a missed payment not a repayment plan, so its gone down as not keeping up with money owed despite me making all payments up to date, In all likelihood it probably doesn't matter how they reported it as my score would have taken a hit regardless. I think it would have been good for them to explain how it would be recorded meaning that an informed decision could be made on the action to take

EssexHebridean

To be honest an arrangement to pay (AP) marker isn't likely to have much of a different impact to the missed payment marker you've got. It will hang around on your report for 6 years from the date that the account is back where it should be again, and will then disappear. 

I think for anyone reading this thread in the future it does underline a valuable point - making a repayment plan with a supplier should be a last resort - if you are able to simply pay any debt and bring the account into line again, you will be best to do so! 

MeteredOut

OP, is it actually having a direct impact on you (eg, you're not able to take out finance you need) or is it just that the marketing "credit score" that's gone down?

happy_kittens123

While I am not the OP in this thread, this has had an impact where my credit was limited from already existing card and any finance options I get now are high interest and low spending limits. Its frustrating to me that it was marked as a missed payment as apposed to an arrangement to pay. Unfortunately I was locked into a variable contract with them when the Ukraine Russia war started and the market went crazy.
Do I have a case here for BG to change the report to an arrangement to pay rather than a missed payment ?

MeteredOut

happy_kittens123 said:

While I am not the OP in this thread, this has had an impact where my credit was limited from already existing card and any finance options I get now are high interest and low spending limits. Its frustrating to me that it was marked as a missed payment as apposed to an arrangement to pay. Unfortunately I was locked into a variable contract with them when the Ukraine Russia war started and the market went crazy.
Do I have a case here for BG to change the report to an arrangement to pay rather than a missed payment ?

Did you miss any payments before making the arrangement? If no, then you could ask BG (but I suspect getting them to do anything after-the-fact will be very difficult) or look to see if you could challenge it via the credit agency.

happy_kittens123

MeteredOut said:

happy_kittens123 said:

While I am not the OP in this thread, this has had an impact where my credit was limited from already existing card and any finance options I get now are high interest and low spending limits. Its frustrating to me that it was marked as a missed payment as apposed to an arrangement to pay. Unfortunately I was locked into a variable contract with them when the Ukraine Russia war started and the market went crazy.
Do I have a case here for BG to change the report to an arrangement to pay rather than a missed payment ?

Did you miss any payments before making the arrangement? If no, then you could ask BG (but I suspect getting them to do anything after-the-fact will be very difficult) or look to see if you could challenge it via the credit agency.

No missed payments, I decided to switch providers and had an outstanding balance with BG, yeah I believe challenging British Gas on this will be very hard, I will check to see what the credit agency says, thanks

Hoenir

A repayment plan is in itself an indication of financial stress. If the information that credit agencies held wasn't factual, Then it would be of no use to that buy it and use it as the basis of making commercial decisions. Be a return to the old days of higher priced products for everyone.