Energy Ombudsman
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Lack of attention to detail
I went to the Ombudsman re my case with British Gas, which was about B Gas deliberately lying to me for over a month, about having sent a cheque for my warm home discount and letting me waste my time travelling to see if the cheque had arrived where my mail was being redirected to, having moving home, plus hounding and harassing me with phone calls to say my complaint was closed. (B.Gas raised my reminder to them that they were responsible for paying my warm home discount as a complaint, not me.) Although my complaint was upheld, I was offered a paltry sum as compensation, even less than British Gas offered me. The case handler ignored several things regarding my complaint and did not read things properly. At one point she said regarding the lies of B Gas, "I would like to think this misinformation wasn't deliberate? Well, obviously it was. I would not have thought they would make decisions on what they would like to think but on the facts, as they speak for themselves. As several different members of staff lied and told me the cheque had been sent and wanted me to close my complaint, it was not misinformation. The case handler Ignored the fact that their were inaccuracies in B Gas's deadlock letter and they glossed over things and did not mention certain things. I guess the case handler would call these inaccuracies too, "misinformation" and the poor dears at B. Gas cannot help making mistakes. Because at one point in her decision she states: "I would like to take this opportunity to advise you that suppliers at times make mistakes as we all do," how patronising is that! Some of her facts about Warm Home Discount were incorrect including the fact she did not know that it is the supplier you are with at a set date in the year that has to pay your WHD whether you are still with them or not. For this winter it was 11 August 2024 as in the information I gave them in my complaint but again was ignored. They should make themselves aware of the facts before making false statements. I could say alot more but that would involve giving more details about my case. So I will end with I think it is wrong that you cannot appeal a decision and have someone else look at your case unless you have new facts/evidence. Why not, when some of the facts you have given are ignored or misread or not understood as they do not know or have understanding of government regulations.