How do I complain about British Gas?
Discussion
I am trapped in an insane argument loop with British Gas.
For 3 years now, my gas smart meter has failed to connect with their network, and therefore I have to read it manually and submit readings, which I obviously find very irritating.
I have been complaining to them for the full 3 years about it. They have sent an engineer out twice who has fiddled around with it and said "Yep, thats all working now, I can see it is connected to our system" and then left.
Then when I log into my account, it says it isn't working, and that I must send them a reading manually.
I had tried to book further engineer visits on multiple occasions, but these keep getting cancelled by BG. They send me texts saying "We have cancelled your engineers visit as your smart meter is now working correctly" when it obviously isn't. A phone call with them confirms it isn't.
I've given them loads of oppotitnutes to sort this out, I have made verbal complaints, and I have filled in their 'Make a complaint' form on the website. All of which has led to absolutely nothing but a whole bunch of "We are so sorry about this, please be patient with us while we try to fix this" type nonsense.
I genuinely believe they no intention whatsoever of actually offering a resolution of my complaint, or fixing the meter. They are just hoping I go away.
How can I make life difficult for them and actually get them to fix my meter?
For 3 years now, my gas smart meter has failed to connect with their network, and therefore I have to read it manually and submit readings, which I obviously find very irritating.
I have been complaining to them for the full 3 years about it. They have sent an engineer out twice who has fiddled around with it and said "Yep, thats all working now, I can see it is connected to our system" and then left.
Then when I log into my account, it says it isn't working, and that I must send them a reading manually.
I had tried to book further engineer visits on multiple occasions, but these keep getting cancelled by BG. They send me texts saying "We have cancelled your engineers visit as your smart meter is now working correctly" when it obviously isn't. A phone call with them confirms it isn't.
I've given them loads of oppotitnutes to sort this out, I have made verbal complaints, and I have filled in their 'Make a complaint' form on the website. All of which has led to absolutely nothing but a whole bunch of "We are so sorry about this, please be patient with us while we try to fix this" type nonsense.
I genuinely believe they no intention whatsoever of actually offering a resolution of my complaint, or fixing the meter. They are just hoping I go away.
How can I make life difficult for them and actually get them to fix my meter?
A few years ago, I'd have said just move to Octopus.
But Octopus are a big player now and I don't know whether their customer service and ability to sort things has suffered as a result.
I would want to move to any supplier who promised to fix it with the proviso that I can leave without penalty if they fail.
Are you in a poor mobile reception area where making these things work is a little more difficult?
But Octopus are a big player now and I don't know whether their customer service and ability to sort things has suffered as a result.
I would want to move to any supplier who promised to fix it with the proviso that I can leave without penalty if they fail.
Are you in a poor mobile reception area where making these things work is a little more difficult?
BG are a bit annoying.
They did similar with me on this, gas was working smart, but electricity wasn’t.
They insisted for months that it was out-dated or out of signal etc, but the working meter on a new-build alongside made it clear it was/should work.
I’m the end a normal proper bloke turned up who didn’t just say ‘computer says no’ and did something on the system to reset it all.
I’ve just signed up with them again and said NO monthly DD, but only variable DD based on readings.
Et voila, monthly DD setup and no clarity if it’s just annual projection/12 or they’ll actually bill me for usage and not try their utter bulls
t averaging.
I do think they’re genuinely trying to be better. Sadly they still have a lot of utter plonkers who just give the ‘computer says no’ line and don’t actually work to fix problems.
They did similar with me on this, gas was working smart, but electricity wasn’t.
They insisted for months that it was out-dated or out of signal etc, but the working meter on a new-build alongside made it clear it was/should work.
I’m the end a normal proper bloke turned up who didn’t just say ‘computer says no’ and did something on the system to reset it all.
I’ve just signed up with them again and said NO monthly DD, but only variable DD based on readings.
Et voila, monthly DD setup and no clarity if it’s just annual projection/12 or they’ll actually bill me for usage and not try their utter bulls
t averaging.I do think they’re genuinely trying to be better. Sadly they still have a lot of utter plonkers who just give the ‘computer says no’ line and don’t actually work to fix problems.
I have lodged a compliant with the Ombudsman, but it just frustrates me that British Gas, will not allow you, under any circumstances to actually speak to someone wither coherent or vaguely senior.
Every time I have been on the phone to them, the call handler will say there is absolutely no-one senior who I may speak to, or no supervisor, or no manager that can take me call. I imagine this is deliberate or any managers they do have will just be flooded with complaints.
Every time I have been on the phone to them, the call handler will say there is absolutely no-one senior who I may speak to, or no supervisor, or no manager that can take me call. I imagine this is deliberate or any managers they do have will just be flooded with complaints.
OutInTheShed said:
A few years ago, I'd have said just move to Octopus.
But Octopus are a big player now and I don't know whether their customer service and ability to sort things has suffered as a result.
I would want to move to any supplier who promised to fix it with the proviso that I can leave without penalty if they fail.
Are you in a poor mobile reception area where making these things work is a little more difficult?
My phone has 4-5 bars of 4g either outside the house or inside the garage. But Octopus are a big player now and I don't know whether their customer service and ability to sort things has suffered as a result.
I would want to move to any supplier who promised to fix it with the proviso that I can leave without penalty if they fail.
Are you in a poor mobile reception area where making these things work is a little more difficult?
Inside the house is less great due to all the foil coated insulation in the house walls. But the meters are the outside of any insulation, so shouldn't be an issue. The electricity meter works absolutely fine though, and it is right next to the gas meter.
watching with interest. A British supplier of electric and Gas, did a systems change in Q3 2023. swapped over readings on an account - switched night and day readings- subsequent bills all wrong - obviously.
Bills incorrect since. Raised Aug 24, British supplier confirmed Sept 24, yep we know what's gone wrong, systems change by us. Ask for new meter readings, and then did nothing for next 5 months apart from periodically asking for new meter readings but not making any actual progress at all.
Dec 24 more meter readings and a 'complaints specialist' promised correct bills in 20 working days - still waiting for any response to that one
Escalated via 'Complaints' - nothing actually happened. Emailed CEO Oct 24 - same outcome , nothing - but he does have an impressive moustache (apparently) - must take all his time getting that groomed instead of reading some insightful Management Information on how the business is going...
Ombudsman involved , and ruled 18/2/25 - action/resolution response to that specific set of four actions todate by British supplier - nil.
so... Complaints, CEO and Ombudsman gets nowhere - seems British supplier is immune to any sort of customer service, and accountability, at all.
Interested to hear any other solutions/options.
Bills incorrect since. Raised Aug 24, British supplier confirmed Sept 24, yep we know what's gone wrong, systems change by us. Ask for new meter readings, and then did nothing for next 5 months apart from periodically asking for new meter readings but not making any actual progress at all.
Dec 24 more meter readings and a 'complaints specialist' promised correct bills in 20 working days - still waiting for any response to that one
Escalated via 'Complaints' - nothing actually happened. Emailed CEO Oct 24 - same outcome , nothing - but he does have an impressive moustache (apparently) - must take all his time getting that groomed instead of reading some insightful Management Information on how the business is going...
Ombudsman involved , and ruled 18/2/25 - action/resolution response to that specific set of four actions todate by British supplier - nil.
so... Complaints, CEO and Ombudsman gets nowhere - seems British supplier is immune to any sort of customer service, and accountability, at all.
Interested to hear any other solutions/options.
Mont Blanc said:
OutInTheShed said:
A few years ago, I'd have said just move to Octopus.
But Octopus are a big player now and I don't know whether their customer service and ability to sort things has suffered as a result.
I would want to move to any supplier who promised to fix it with the proviso that I can leave without penalty if they fail.
Are you in a poor mobile reception area where making these things work is a little more difficult?
My phone has 4-5 bars of 4g either outside the house or inside the garage. But Octopus are a big player now and I don't know whether their customer service and ability to sort things has suffered as a result.
I would want to move to any supplier who promised to fix it with the proviso that I can leave without penalty if they fail.
Are you in a poor mobile reception area where making these things work is a little more difficult?
Inside the house is less great due to all the foil coated insulation in the house walls. But the meters are the outside of any insulation, so shouldn't be an issue. The electricity meter works absolutely fine though, and it is right next to the gas meter.
Road2Ruin said:
I thought the gas meter sent it's reading to the electricity meter, that then sent both. That's what mine does, anyway.
That could well be true. I don't know as I'm not knowledgeable enough about them.The engineer who came last time seemed to suggest mine operated independently of each other, hence why one worked and the other didn't.
FWIW this isn't a BG specific issue as I have the same with octopus. Electricity works fine but gas needs manual readings.
I have it on good authority that BG have moved a lot of resource into their smart meter team from elsewhere to try and clear a backlog of meter replacements. They are working through a huge list of people to arrange appointments over the next couple of months...
I have it on good authority that BG have moved a lot of resource into their smart meter team from elsewhere to try and clear a backlog of meter replacements. They are working through a huge list of people to arrange appointments over the next couple of months...
Raise a "formal complaint".
It tells you on their website how to do this
https://www.britishgas.co.uk/complaints/make-a-com...
Then if not resolved satisfactorily, take it to the ombudsman.
We did this and got £250 for our issues. British Gas as well..
ETA just seen you have tried the official route, so now to the ombudsman
It tells you on their website how to do this
https://www.britishgas.co.uk/complaints/make-a-com...
Then if not resolved satisfactorily, take it to the ombudsman.
We did this and got £250 for our issues. British Gas as well..
ETA just seen you have tried the official route, so now to the ombudsman
Dr G said:
OutInTheShed said:
A few years ago, I'd have said just move to Octopus.
I left Octopus after they spent well over a year failing to make my smart meter work.The utility companies are either crap or very crap, in my experience.
They were a younger smaller company then!
Some smart meter issues are not easily sorted, the phone coverage is just not adequate for somewhere between 2 and 10% of homes.
Improvements are being made so hopefully it's closer to the 2% now?
That's in the 'South'.
Slow.Patrol said:
Raise a "formal complaint".
It tells you on their website how to do this
https://www.britishgas.co.uk/complaints/make-a-com...
Then if not resolved satisfactorily, take it to the ombudsman.
We did this and got £250 for our issues. British Gas as well..
ETA just seen you have tried the official route, so now to the ombudsman
and in my case BG then ignore the ombudsman decision. When the ombudsman is pressed as to what they are doing when BG are not implementing the ombudsman's findings, the Ombudsman says its with the 'Overdue Monitoring team'. And when asked "what are they doing?" The reply is "monitoring...."It tells you on their website how to do this
https://www.britishgas.co.uk/complaints/make-a-com...
Then if not resolved satisfactorily, take it to the ombudsman.
We did this and got £250 for our issues. British Gas as well..
ETA just seen you have tried the official route, so now to the ombudsman
It would appear BG can ignore the Ombudsman with impunity.....
Mont Blanc said:
I have lodged a compliant with the Ombudsman, but it just frustrates me that British Gas, will not allow you, under any circumstances to actually speak to someone wither coherent or vaguely senior.
Every time I have been on the phone to them, the call handler will say there is absolutely no-one senior who I may speak to, or no supervisor, or no manager that can take me call. I imagine this is deliberate or any managers they do have will just be flooded with complaints.
This they way to go ... raising a complaint is useless .. they just close it after they speak to you and don't fix anything ... I went via the Ombudsman and BG had to do sonething then ... push for financial compensation too .... But actually its not BG fault ... it's the contracted out SMART metering system by the Civil Service (what else would you expect from those numpties) have to give it to a Canadian company ... WTF Every time I have been on the phone to them, the call handler will say there is absolutely no-one senior who I may speak to, or no supervisor, or no manager that can take me call. I imagine this is deliberate or any managers they do have will just be flooded with complaints.
PS My SMART meter works if I open my garage doors otherwise not
Edited by The Three D Mucketeer on Thursday 12th June 17:43
I’m having the same problem with EDF, smart meter hasn't worked for about 4 years, repairs have been booked but no one turns up. I sent an email yesterday telling them I want the account frozen and that I won’t be paying any bills until it’s sorted, I doubt I’ll get anywhere until I go to the ombudsman.
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