Comments on: Mum’s hassles with British Gas

by: Nick

Fri, 14 Mar 2008 14:25:39 +0000

Customer service is so very important for any company but at the moment I think gas and electricity suppliers should pay special attention to it, as all the their customers are already disgruntled due to the price rises!

by: View from the Potting Shed » Blog Archive » The gas hits the fan | The weblog of Gareth J M Saunders

Thu, 17 Jan 2008 22:01:27 +0000

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by: Moyra

Thu, 17 Jan 2008 08:41:36 +0000

We’re having a similar problem with another company! Added complexities of being a multi-use building as well as my humble abode.

How a power company thinks it’s acceptable not to bill people for a year, despite repeated requests, produce the final bill six months after the final meter readings were provided (having got the new account up and running and us paying into it with no problem) is beyond my comprehension.

I will draw a veil over the mess up of the schedule of paying off of this humongous bill. But it’s been far from straightforward, and I’m left feeling at fault every time, despite it all being their errors.

by: Gareth Saunders

Tue, 15 Jan 2008 10:56:13 +0000

Thanks for the various bits of advice folks. I’ll get on the case asap.

Gareth

by: Richard

Sat, 12 Jan 2008 21:28:38 +0000

I’ve had two similar problems with Scottish Power, who did much the same. To be frank, writing letters to the Chairman, or faffing about with customer service is a waste of time. What they’re really interested in is Energywatch complaints, as those are published, and on both occasions, getting Energywatch involved suddenly focuses attention on getting the problem solved.

I would suggest not wasting any further time with their customer service and look up your local Energywatch number on http://www.energywatch.org.uk/

by: Doug

Sat, 12 Jan 2008 14:28:29 +0000

Gillian Says:

January 12th, 2008 at 10:39 am
Polite but firm letter addressed to the Chief Executive and/or Chairman, by name if possible.

These guys won’t actually read it themselves, of course, but most firms have a separate process for such complaints.

There is normally (and I’m just going by what happenes in Tesco here) a team that handle Higher Management letters, but the CEO or Chairman may also personally sign them in the end.
To be honest there’s no point in writing to the company addressed “Dear Sir/Madam”, HM letters will get a better respondse sadly

by: Gillian

Sat, 12 Jan 2008 10:39:08 +0000

Polite but firm letter addressed to the Chief Executive and/or Chairman, by name if possible.

These guys won’t actually read it themselves, of course, but most firms have a separate process for such complaints.

by: Doug

Fri, 11 Jan 2008 21:16:54 +0000

Customer Service, that’s my area!

I was going to write you a big response here. Instead I’ll email you

by: Elaine

Fri, 11 Jan 2008 18:05:35 +0000

I had a similar situation when I moved into my flat 5 years ago. Except it was actually addressed to the person who had lived there before, I passed it on (as I know the lady) and phoned the company to explain. They wouldn’t talk to me because I was not the addressee, despite the fact I said I was the new owner. We had various letters, some suggesting legal action etc… I phoned every time, as did my Dad, and we got nonsense each time and nothing changed. I even managed to speak to a completely different company (this time a telephone company) because that’s who the electricity company passed me on to. I still have no idea how that happened. Eventually, they stopped sending letters and the company is still £300 down. I sadly have no good ideas how to help your mother. I hope it gets sorted out though.