My Experience of British Gas

My letter to the CEO of British Gas. While I hope he can accomplish something, I rather doubt it.



I am writing to complain about a serious issue with your IT and customer services.

We are the tenants of the building at xxx

We are a tiny community service company helping vulnerable people with legal matters. We have no public sources of funding and depend entirely on the generosity of those we help. Our revenues amount to no more than £30,000 per annum, a tiny fraction of your salary. From this we must fund pro-bono cases, staff wages, rent, maintenance and utilities.

Our staff are local community members and we all suffer from various mental and physical ailments. We are not competent to engage in verbal sparring or negotiating on the phone.

We “acquired” your services in December 2013 by moving into the building above. Our leasing agent supplied British Gas with an initial reading. On three occasions your meter reading agents G4S read our meter, the last being November 2014.

We had been paying our bills on time as per the invoices which came to us. As we are very focused on the community, we have little time to peruse through fine details of bills. We assumed that the meter readings were correct and the billing amounts were correct as the meter reader has just been around.

We were very shocked with our November 2014 bill which was over £xxx. For a tiny business like ours this would cause severe hardship.

We immediately enquired with your customer service staff, who were for the most part, very unhelpful. Initially your staff denied that meter readings for two other dates did exist. It took three letters for your staff to admit that meter readings were taken and that they exist with G4S. After a further two letter we were finally able to acquire these readings. Why is it so hard to ask British Gas for those readings?

Had we been aware of the correct billing amounts and gas consumption we would have had knowledge to adjust our boiler settings appropriately. Since British Gas decided to withhold the valid meter readings we had no incentive to do this so our consumption was higher than it should have been.

However, we believe that your IT systems were at fault. That the non-application of the readings to our account should have been detected and corrected and our bills updated accordingly. It seems that when it came to our building your systems seemed to have entered a black hole. Your staff continually simply blame us openly and feel no sympathy in reality. And I would add that your customer support staff, particularly Bxxx and Cxxx Wxxx are unable to grasp the nature of our complaint.

Cxxx Wxxx appears to see our letters as an opportunity to practise her, apparently, excellent skills in the art of the fob off.

Additionally while we are in dispute British Gas have now sent Debt collectors to our address which distressed our staff. We had asked Mrs. Wxxx to ask your Ability To Pay team to contact us as mentioned above we are not confident in verbal sparring or discussion on the phone. She ignored this point. It also appears that she either does not understand our complaint, or understands it but she is hiding information.

Bxxx and Mrs. Wxxx also supplied a internet link address to a website which does not exist. Specifically:

In any case the British Gas Energy Trust does not help businesses, so why are you staff supplying both a non-existent link and to an entity which would not assist us anyway?

As it appears that repeated communication with your customer support staff will lead nowhere. We have written to you to ask to look into some points.

  1. Why was no initial reading applied to our account
  2. Why were the two meter reading by G4S not applied to our account
  3. Why are your systems not able to detect that two meter readings were failed to be applied to our account.
  4. Why were these readings not applied in retrospect and updated bills sent
  5. Why are your staff not sending us a deadlock letter
  6. What are you hiding
  7. Why are you sending debt collectors for a bill which is still in dispute

We are expecting that for the withholding of readings and the IT systems failure that British Gas would refund £xxx as a goodwill gesture.

We anticipate that you would be able to supply us a response within 7 days. Should you need further time we expect that it would only be ethical to cease the debt collection on our account.

We await your response in the matter

I don’t expect anyone in British Gas to help out here. Its more likely to end up back at Customer Service and back on the merry-go-round.