British Gas complaint *** Resolved***

[gazban]

I lodged a formal, written complaint with BG on 11 February 2014, and only had some kind of response today by telephone (this was only due to me chasing it up several times since)

 

My complaint specifically relates to a Homecare agreement that I took out with them (EnergyExtra400) and that I believe that they have never carried out an annual service fully and properly. So much so, a Corgi engineer who came out to look at the boiler last month after a reported fault, condemned it as the flue was not connected properly to the boiler and it was his professional opinion that it had never been fitted right since day one.

 

BG attended my property and carried out all the necessary repair work and restored my heating and hot water. They say now that I agreed that by them restoring the heat and hot water meant that that brought the matter to a close.

 

My complaint now is that no annual service carried out by BG was done so properly, so much so that the 2013 annual service showed that the carbon monoxide alarm was already fitted and subsequently tested. There was no such alarm and has never been one; indeed the work that was carried out by them this year, on the work sheet a carbon monoxide alarm was advised. The 2013 service took 20 minutes with no word from the engineer as to what he had done, even though BG say that an annual service should take "between 45 minutes and an hour" He said that all appliance flueing was safe. It clearly wasn't.

 

 

Basically, do I have a case here?

[rebel11]

Hi gaz

 

So your complaint is, poor annual service, flue not fitted poorly (Health & Safety) and carbon monoxide not fitted when it should have been. Have you complained to the CEO?

[gazban]

Thank for your reply.

 

Forgive my ignorance, who/what is CEO?

[rebel11]

Hi gaz

 

Mr Chris Weston

Managing Director

British Gas

[email protected]

[gazban]

Thanks rebel11

 

Do you think I might get a reply?

 

[rebel11]

Let us know what he says, again mark it as Formal Letter of Complaint.

Send copies to Trading Standards and Corgi, add CC: Trading Standards / Corgi

Thanks rebel11

 

Do you think I might get a reply?

 

[gazban]

Thanks, really appreciate your help.

[gazban]

Sent the e-mail to Chris Weston, all done and dusted 36 hours later.

 

Amazing what going in at the top can achieve.

 

Thanks rebel11 for your help and advice.

[rebel11]

Well Done Gaz.

[citizenB]

Excellent, that was very swift indeed