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British Gas - ongoing complaint

Don't suppose anyone has an email address so I can escalate my complaint with British Gas ?

Quick summary -- I haven't had an invoice / statement since Jan 2025, and my account is now over £1100 in credit.

Customer Services at British Gas are useless.  I was on quarterly billing, but requested to move to monthly billing, as I now have an EV, so like to keep an eye on my charges etc.

The advisor actioned my request, and also arranged for my old SMETS 1 smart meter to be replaced with an upto date SMETS 2 smart meter.

BG Engineer duly arrived, swapped out both my Gas and Electric meters, provided me with an nice new in-home display, which works just fine.

However, my 30 minute readings do not appear to be going back to BG as they keep asking me (whenever I call) to give them a current electric meter reading, plus my online account shows regular Gas meter readings, but nothing on the electric side.

I've had an ongoing open complaint regarding the lack of billing, but cannot seem to get anywhere with Customer Service.  They have continually stated that my bill has been produced, and it's gone off to a special back office team, so they can check it before sending it to me.

I suspect that the new Electric meter they installed isn't configured properly, and it isn't communicating with the DCC ...

However after 9 months of waiting, plus the huge amount of my cash they're holding - I want to get it sorted.

Help  :/
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Comments

  • DE_612183
    DE_612183 Posts: 4,002 Forumite
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Ms Catherine O'KellyManaging Director
      
    Email: catherine.okelly@britishgas.co.uk
  • molerat
    molerat Posts: 34,856 Forumite
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    Have you set up a third party app such as Bright where you can see your half hourly data which will show if the DCC is receiving your data ?
  • QrizB
    QrizB Posts: 19,183 Forumite
    10,000 Posts Fourth Anniversary Photogenic Name Dropper
    Don't suppose anyone has an email address so I can escalate my complaint with British Gas ?
    Have you actually raised a complaint?
    How far through the process are you?
    However after 9 months of waiting, plus the huge amount of my cash they're holding - I want to get it sorted.
    If you have raised a complaint, after 8 weeks you can escalate it to the Energy Ombusdman.
    N. Hampshire, he/him. Octopus Intelligent Go elec & Tracker gas / Vodafone BB / iD mobile. Ripple Kirk Hill member.
    2.72kWp PV facing SSW installed Jan 2012. 11 x 247w panels, 3.6kw inverter. 34 MWh generated, long-term average 2.6 Os.
    Not exactly back from my break, but dipping in and out of the forum.
    Ofgem cap table, Ofgem cap explainer. Economy 7 cap explainer. Gas vs E7 vs peak elec heating costs, Best kettle!
  • Ildhund
    Ildhund Posts: 654 Forumite
    500 Posts Second Anniversary Name Dropper Photogenic
    ... or run the handy little utility https://homebrew.n3rgy.com/ to see what DCC have recorded about your network devices? 
    I'm not being lazy ...
    I'm just in energy-saving mode.

  • molerat said:
    Have you set up a third party app such as Bright where you can see your half hourly data which will show if the DCC is receiving your data ?
    Yep - funnily enough I've been using Bright since the meters were upgraded, and that's reporting regular communication with the DCC
  • QrizB said:
    Don't suppose anyone has an email address so I can escalate my complaint with British Gas ?
    Have you actually raised a complaint?
    How far through the process are you?
    However after 9 months of waiting, plus the huge amount of my cash they're holding - I want to get it sorted.
    If you have raised a complaint, after 8 weeks you can escalate it to the Energy Ombusdman.
    My latest complaint is dated 14th August 2025.  This one is still open,

    Previous complaints have somehow been closed down without resolution
  • Eldi_Dos
    Eldi_Dos Posts: 2,281 Forumite
    Fifth Anniversary 1,000 Posts Name Dropper






    I've had an ongoing open complaint regarding the lack of billing, but cannot seem to get anywhere with Customer Service.  They have continually stated that my bill has been produced, and it's gone off to a special back office team, so they can check it before sending it to me.


    Which does not alter the issue that you have not received a bill.

    I would not try contacting their Customer Service any more, they seem more adapt at obfuscating than resolving issues.

    Keep a look out that complaint is still open  and if by due date you have not received satisfactory result open a new complaint with the Ombudsman. I found their process easy enough to follow and felt well informed of progress.When making complaint with them give as much detail as you have as they do not investigate but make decision on information presented to them.
  • patricia50
    patricia50 Posts: 269 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    I have been having terrible problems with British Gas. I have prepayment meters for gas and electricity. They  fairly recently changed these to a new system Electricity worked ok but I haven’t been able to top up gas since June this year. Countless calls and online chats and 2 engineer visits and still it didn’t work. I called them again to send another engineer Then when I went online to top up electricity and it said my account was closed. Rang up again and got someone who sorted my electricity account out. It seems someone had put someone else’s details into my account and mine was closed. What they do is start your account as if you’ve just moved in. That was fine I topped up but now I can’t top up again there is a message on line saying they are working on changing me over to British Gas as if I really was a new customer so I now have to try and get them to sort that out. Talking to them is an absolute nightmare and it’s caused me enormous stress and anxiety I am registered on their priority  register because of age, health etc. That seems to make no difference whatsoever.  I have an ongoing complaint with them. The last engineer who came seems to have sorted the gas out but I’m so sick of all the problems. 
  • Eldi_Dos
    Eldi_Dos Posts: 2,281 Forumite
    Fifth Anniversary 1,000 Posts Name Dropper
    edited 13 September at 10:32AM
    @patricia50

    Sorry to hear of the problems you are having you could try 0800 294 8604 which is a line to the priority register  who deal Pay as You Go. They are open today from 09.00 to 14.00 hrs.
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