Calor Gas unfair billing

rainbowbrite25

im writing to see if anyone else has had
issues with Calor Gas and their billing / deliveries ?
in 2022 my elderly father agreed a monthly amount with a manager there who calculated what he would require monthly and set up a direct debit . 

They have been taking monthly amounts from him but were then billing him seperately for deliveries at a spot out of contract rate . 

They halted deliveries when he challenged this and was forced to pay upfront , on out of contract billed amounts on top of his direct debits they were taking monthly .

 We went through their complaints procedure and requested contact with the original manager who has never been forthcoming . 

After we completed their complaints procedure , we requested a deadlock letter as they were continuing to ignore the complaint . They advised they do not give deadlock letters as per company policy . 

We escalated to an ombudsman ( The ADR) which found in our favour 

they are continuing to ignore the issue .

please can anyone advise if they have had a similar experience 

MattMattMattUK

rainbowbrite25 said:

im writing to see if anyone else has had
issues with Calor Gas and their billing / deliveries ?
in 2022 my elderly father agreed a monthly amount with a manager there who calculated what he would require monthly and set up a direct debit . 

They have been taking monthly amounts from him but were then billing him seperately for deliveries at a spot out of contract rate . 

They halted deliveries when he challenged this and was forced to pay upfront , on out of contract billed amounts on top of his direct debits they were taking monthly .

Can you be slightly more specific? Were they billing him at a different therm/kWh/litre rate than in the contract, or just additional payments because his Direct Debit did not cover his usage? What was the period the contract covered and when did the different billing start, their fixed rates are usually only a year. 

rainbowbrite25 said:

 We went through their complaints procedure and requested contact with the original manager who has never been forthcoming . 

They do not need to let you speak to the original manager, they might not even still be employed by Calor.

rainbowbrite25 said:

After we completed their complaints procedure , we requested a deadlock letter as they were continuing to ignore the complaint . They advised they do not give deadlock letters as per company policy . 

They do not need to give a deadlock letter as they are not in a regulated sector. 

rainbowbrite25 said:

We escalated to an ombudsman ( The ADR) which found in our favour 

Are you able to post a copy of the ADRs finding with the personal details redacted? What resolution was proposed?

rainbowbrite25 said:

they are continuing to ignore the issue . 

What did the ADR suggest as a resolution?

rainbowbrite25 said:

please can anyone advise if they have had a similar experience 

Similar experience is irrelevant, but there are many on here who would be able to advise. Is you father still with Calor, or has he now moved to a new supplier?

sheramber

It sounds like he has a contract for X amount of gas at £Y per unit. 

But he is using Z amount of gas so the extra usage is charge at a different rate- out of contract.

Maybe he needs a new contract to reflect his increased usage.