Energy Ombudsman
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Excellent Service
I received a quarterly statement from British Gas stating I was just under £4000 in debit. My previous bill was £37 in debit. There was an error. Instead of charging me from Nov 24 - Feb 25 the statement was dated Nov 22 - Feb 25 but had only included the last 3 months direct payments. It took me 10 weeks of complaining and still nothing was resolved so I contacted the Energy Ombudsman. I was nervous of doing so but needlessly so. My case handler was Rebecca Swansbury. She listen to my complaint and explained the process very clearly to me. She was very professional, patient and helpful towards me. The process and timescale of each step was explained After 10 weeks of trying to get the error sorted within a week of the Energy Ombudsman taking over the dispute I received a resolution and offer from British Gas and the problem is resolved and my account is up to date.