Energy Ombudsman
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Failure to inform customer correctly of remedy put forward to BG
British Gas made an error of putting £545 on my account. Also had produced bills on same day with different amounts. Many lengthy phone calls made to BG and getting told different reasons why. CAB then investigated and was brilliant as got it sorted and compensation of £220. However could not get BG to explain how errors occurred. As a disabled lady who had sat in the cold during winter afraid of putting heating on I voiced concerns for myself and others and advised I could inform EO. Despite BG knowing this they then had a male representative on 2 occasions unannounced looking through my window and using threatening body language. Informed G at EO and although had viewed video of this and looked at all copies I’d sent of billings he said remedy would be £145 plus £105. After I agreed, BG then sent letter of apology but I only got £105. So I rang EO on 25.4 and was informed £145 was from other compensations of differing amounts that they had put on my account prior to formal complaint. I stated this was nothing to do with this claim and had already been applied to past billing and accepted. Also EO had not informed me of this when discussing final remedy so used trickery to get me to accept final decision. Told also that cannot complain about EO as their decision is final unless it’s a factual error. Which I believe this is. So end result is I actually received less compensation for the BG error than what BG had originally offered and during investigation had to put with their bully brigade at my door. Clearly EO work supporting the energy supplier and not the customer who has suffered at the energy companies expense. An absolute disgrace.