British Gas - ongoing complaint

Studley1970

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 

DE_612183

Ms Catherine O'Kelly	Managing Director
Email:	catherine.okelly@britishgas.co.uk

molerat

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

Studley1970 said:

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

Have you actually raised a complaint?

https://www.britishgas.co.uk/help-and-support/make-a-complaint-select-type

How far through the process are you?

Studley1970 said:

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.

Ildhund

... or run the handy little utility https://homebrew.n3rgy.com/ to see what DCC have recorded about your network devices? 

Studley1970

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

Studley1970

QrizB said:

Studley1970 said:

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

Have you actually raised a complaint?

https://www.britishgas.co.uk/help-and-support/make-a-complaint-select-type

How far through the process are you?

Studley1970 said:

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

QrizB

Studley1970 said:

QrizB said:

Studley1970 said:

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

Have you actually raised a complaint?

https://www.britishgas.co.uk/help-and-support/make-a-complaint-select-type

How far through the process are you?

Studley1970 said:

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

In your position, I'd be trying to take one of the closed ones (one more than 8 weeks old) to the Ombudsman.

Eldi_Dos

Studley1970 said:

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

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

@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.