British Gas Nightmare

[Orchid47]

Thanks Martin

[Orchid47]

Just received a letter from BG in response to the SAR request.

They want me to fill in some paperwork to satify their own Privacy Unit. However as a LTD company they have returned my £10 and said that I'm not reuired to pay this so thought you should know this.

The form is a bit confusing because also as a limited company I dont have to provide any personal id, in order to get copies of any call recordings I must provide them with date and time of each call - they say without this they cannot comply. Well this is not acceptable. They say it is their company policy to retain all recorded calls!

Basically this form wants to know the inside out of a ********** and I've already put all this in a letter expalining everything I need.

They want it signed as well which I dont like doing.

[Surfer01]

Just received a letter from BG in response to the SAR request.

They want me to fill in some paperwork to satify their own Privacy Unit. However as a LTD company they have returned my £10 and said that I'm not reuired to pay this so thought you should know this.

The form is a bit confusing because also as a limited company I dont have to provide any personal id, in order to get copies of any call recordings I must provide them with date and time of each call - they say without this they cannot comply. Well this is not acceptable. They say it is their company policy to retain all recorded calls!

Basically this form wants to know the inside out of a ********** and I've already put all this in a letter expalining everything I need.

They want it signed as well which I dont like doing.

 

Total nonsense as they should have complete records of all calls and any notes associated with the call. Complain to Ombudsman that they are refusing to supply a SAR unless you give them specific dates and times.

[MARTIN3030]

I suspect they have returned the fee to try and appear that by sending a limited selection of documents,they will do so for free.

They do have rights to refuse if a request is not specific.

They can also refuse if a request is considered to amount to disproportionate effort-that is to say that complying will require much more work/resource to that which is normally acceptable under the £10.

 

If they are using this however,they should state it,and give a price as to how much would be chargeable.

 

I dont know exactly how many phone calls were made,but it may be an idea to request copies of the Telephone logs that detail ALL calls.

Additionally,transcripts for ALL calls.

I have had these freely from a couple of Bank SARs with no problems.

Obviously you would need to be returning the £10 fee to them.

These calls would be personal data so any Limited Company criteria is irrelevant for this.

[Orchid47]

Just to update you, have now sent everything to Omb us man, so fingers crossed this should get sorted

[Orchid47]

Advice needed please.

 

Report received back from Ombudsman and definately a case of Big Business (ie BGB) bullying small business.

Their words against mine.

 

The report has blatant lies from BG employee's - them v me.

 

They give reasons for (excuses) from BG for mistakes made but then say that BG was justified in making that choice.

 

I'm finding this hard to explain as I dont want to put too detailed information on a Open Forum that they can view.

 

I could highlight the Report and write what they are lying about if this would help and PM it??

 

You will see it was the Fantastic Martin3030 CAG that helped me in the past!!

 

I suppose I'm writing on here to ask for advice as I know the Ombudsman Report is final

unless I have evidence that can support any discrepancies.

 

I dont. I didnt record phone calls

 

They say they kept calling at my premises but I was never there.

 

This is true. It has been just a storage and I have no need to go there as I work from home.

 

They state they call me,

 

but I do not answer calls on my phone for 0800, or 0845 numbers for obvious reasons.

 

They may well have left the occasional phone message but as I had an account manager at BG and I liased with him I saw little reason to communicate with other people from BG. Perhaps this was a wrong judgement now on my behalf especially as it seems he may have removed logs of calls and communication between us and I cant prove the phone calls!!

 

But, as it appears they have "WON"

 

how can I respond to the letter I have to sign to accept the Report

- when I know its not fair in places or true in places but I know I have to reply and get a payment plan sorted

- and how do I get them to agree a payment plan I can afford

- which will be no where near the amount they bullied me into in the first place which is why I defaulted and couldnt afford it.

 

If I provide figures and it shows I dont make enough money to pay them anything

- which it may do, will they apply to close my business down, or send in bailiffs???????

 

What am I best to do?

Make them an offer???

Can they refuse my offer of payment as being too low?

I owe about £3K. I dont think I can offer at the moment more that £50 per month in order to make sure I can afford it.

I also do not like the fact of having to set up a Direct Debit where if I havent had the income paid into my account in time that month and cant pay it on a set date that the bank then charge me £35 in bank charges!!

This just gets me further into debt!! and the banks end up winning!!

 

Please help me sort out this mess?

[Orchid47]

I posted a message on 16th February and have received no advice. PLEASE can someone help me?

[dx100uk]

the new meter has been in for several months now

 

how does the monthly use compare to that of the old meter

 

poss attack this another way.

 

prove the old meter was faulty.

 

i like you have the very same issues as such

 

my manager is great.

 

thoug i'm lucky they have yet chagned the meter as they wasnt +300 to do it.

 

dx

[Orchid47]

Sorry, think you have got confused. They removed my meter completely when they obtained the Warrant. They wont accept it was faulty.

My questions now are more about how I respond to the final letter thats comes from the Ombudsman when I know that BGB are lying!!!

PLEASE read post 31 again, I really need some help?

Thank you

[dx100uk]

yes i realise that

 

however, if you can prove now there is a new meter in

and its giving you reading for basically the same usage as the old one

 

but is reading alot less usage it proves the old meter WAS faulty.

 

the ombudsman must thus rule in your favour regardless of all the other issues.

 

dx

[Orchid47]

yes i realise that

 

however, if you can prove now there is a new meter in

and its giving you reading for basically the same usage as the old one

 

but is reading alot less usage it proves the old meter WAS faulty.

 

the ombudsman must thus rule in your favour regardless of all the other issues.

 

dx

 

But I dont have a new gas meter, as I've said earlier. Since they took out the Meter I havent agreed to the bill, so hence they wont re install another meter until the bill is paid.

 

So my question is HOW do I respond to the Ombudsman's letter which sets out the decision that they have made when I know some of what they have said is utter lies.

 

Is there someone on this site that has taken over from Martin3030 (he helped me loads and I miss him) and is a Gas Utility CAG that can advise me

 

The clock is ticking and I have to return the form to them next week!!

 

Thank you

[dx100uk]

sri i hadn't realised you had no meter.

 

nottslad is your man

 

dx

[nottslad]

hi orchid, i'm having difficulty digesting all the info on the thread at the moment as the in-laws are here!

 

From what I've read, the main issue now is that you don't agree with the Ombudsman's decision; they're saying the debt is valid and you can't afford the repayments they are offering you, is that right?

 

Also, do you dispute the amount of the debt due to a possible discrepancy with the old meter?

 

Have BG responded to your SAR yet?

 

Finally, is the debt in the name of a limited company or you personally?

 

Sorry for the number of questions, just want to get the facts straight in me head and then go in to more detail!

[Orchid47]

Hi Nottslad

I am so sorry, I've only just seen your reply.

Thank you. I really hope you can help me. The paperwork has to be in tomorrow!!!!

 

Ok, What I dont agree with is that in the Final Decision letter from the Ombudsman there are statements in there from BGB that are untrue and wrong. I have to respond by tomorrow and I dont know how as I have to agree or dissagree with the letter, but I feel that if I agree I'm accepting all the points they make that are not true.

They havent suggested a repayment plan yet.

I'm worried they will set the plan and I wont be able to repay the amount they ask.

They wont accept that the meter was faulty, but there was no one in the building using Gas.

I asked BGB for an SAR and they just sent me some old copies of bills.

I asked for telephone conversations but they refused.

The debt is in the LTD company name.

 

Would it help if I scan in the letter and email it to you privately along with other correspondance I have so you can read this and tell me how to respond?

 

Sorry to be a nuisance.

 

Thanks for helping though

[nottslad]

Hi Orchid, not a problem...

 

have you looked at http://www.ombudsman.org.uk/make-a-complaint/unhappy-with-our-service

 

In the SAR file BG sent you, they should have provided copies of the notes on your account - have they provided these at all? The notes should give some indication as to when calls were made.

 

Could you disagree with the ombudsman's letter on the basis that BG have not given them the full facts, you are awaiting copies of the notes on your account from BG which would then enable you to request transcripts of the calls made as this is clearly significant evidence in your favour, which would be likely to alter the Ombudsmans decision

 

If all else fails and you are left lumbered with this debt, you could always consider a CVA, depending on your other business debts?

[Orchid47]

Hi Nottslad

 

I really dont want to go down the CVA route. I've worked too hard to get where I am to give it up, and I've not hung on during this recession to pack it in now!

 

I've re read the letter the Ombudsmans letter and I really dont think that they have listened to any of the Voice Calls I made.

 

I have asked, but not yet received copies or transcripts of the voice calls, or any notes regarding my contact between myself and BGB , the SAR requested is still outstanding from August last year!

I wrote to BGB and they sent me a letter back saying to fill in a form. I enclosed the £10 but they returned it saying that as a Ltd business I didnt need to pay this and to satify their own privacy Unit I should complete their form - which I have not as I dont feel it necessary.

My request was on headed company paper and that should be sufficient.

 

I feel the Ombudsman has taken the side of BGB and taken everything BGB has said as true. It is not.

 

So, I'm planning on saying I dont agree with their letter, and have listed the reasons why not.

 

I feel its big Corporate bullying small business - their word against mine

 

I amd still not happy that my meter was destroyed after they removed it, knowing that I was queerying the meter being faulty.

 

They claim their were no spikes in my meter readings and therefore the meter readings were true, but if there was a slow leak (because how else would my bill increase £1300 over a few months when no gas was being used and no one was in the premises????

 

They say I could have attended Court, and also been at my offices to have prevented the locks being changed, but how could I when I hadnt received anything to say this was going to happen on a particular date.

I received no letter to say when a Court Hearing was held, or when they would be removing the meter.

 

It seems my word against theirs again

 

They say I've made no contribution to my unpaid account since the Warrant was executed - I havent because I dont agree with the amount they are asking for.

 

Any other advice would be gratefully received

[Orchid47]

I am trying to find out who to write to as head of British Gas. I know Phil Bentley MD was going and Sam Laidlaw taking over, but I cant seem to find out if this has definately happened yet?

 

I have had a nightmare with British Gas - ongoing for a couple of years now and I'm totally fed up with it. Keep getting debt collecting agencies threatning me

 

British Gas removed my meter when it was being queeried for being faulty. They then destroyed it.

 

CAG Martin did help whilst he was alive, but not sure if CAG has found anyone to help with BG problems

 

Ofgem was a complete nightmare and closed my case without fully understanding what the issues were.

They even took British Gases word even though it was completely wrong

 

I need to get this sorted, so want to write to top dog now, so any help would be hugely appreciated

 

Thank you

[flexeh]

British Gas

Mr Chris Weston Managing Director

Email [email protected]

Telephone 01753 494343

 

and then this as you already know

 

Centrica

 

Mr Sam Laidlaw Chief Executive

Email [email protected]

Telephone 01784 874994

[Orchid47]

Thanks for this, hope you dont mind me queerying this but Chris Weston is head of International Downstream on Centrica's website, not sure what this is referring to??

 

Do you know?

[flexeh]

not sure if hes just the downstream i went to CEO email website. However i would do the Sam Laidlaw route, as i know his team reply, as there is currently a post about British Gas gaining entry to someones house over a previous tenants debt,m and thats gone to Sam Laidlaw.

 

Also i suggest posting all the problem on here as some others might be able to help a bit more as well.

 

EDIT: checked wiki and Chris Weston MD of BG

[Orchid47]

Ok, thanks.

I wrote to Phil Bentley and the letter just got forwarded to Customer Relations who are about as much use as ***** and they dont care if Debt Collecting agencies are on your back.

I did start a post last year on all this, but response and feedback wasnt great as the main CAG for Utilities was Martin, should I start a new one again?

[Crotalus]

I have mucho experience of BG and am on speaking terms with Centricas` No2. I have been on a very steep learning curve recently.

 

I dont know to be able to tell you to start a new thread, perhaps ask a site team member? But i will say that between us, myself and CAG, got BG to act within a week after my efforts with customer services got me nowhere for 5-6 weeks. I would be interested in reading the details of your complaints though.

[snowdragon]

I am sick to the back teeth with BG, they keep breaking their promise to me, we pay our gas and electric every 2 weeks as being on benefits it was easier, I pay £15 on each and never miss a payment, BG, keep saying they want more even though one of their managers said as long as I pay what I can afford and do not miss a payment then I will get no more letter or calls etc! This does not explain why my gas bill is now over £300 and electric is at least £200, I asked why and got no reliable reply, not had heating on for a long time and only have a gas cooker, the heating is gas. I have just been told they now want me to increase payments to £34 on each! I have a normal meter for both and pay at the paypoint. They take the p***s!. I keep all my receipts but keep getting letter asking if we have cancelled our payment plan! erm NO!

Have wrote to them several times, all we get back is the standard letter and a load of rubbish from them

[Orchid47]

Ive a long standing dispute with BG and although Ive taken it to Ofgem, they sided with BG and I refused to accept claims which I knew were untrue.

Ive written to main man but he didnt bother to respond!

Ive just received notice of intent to commence debt collection unless I respond within 7 days,

Whats my options or is this just a standard letter?

Thanks

[Orchid47]

Letter of Intent is from Advantis