Talk Morgan Forums Community The Malvern Arms Worlds worst complaint process. The winner is BG

For the last 3 weeks I have been trying to get British Gas to stop paying me export FIT payments so I that I can get a commercial rate from Octopus for my export and not a few pence.

BG have just to change a flag on the official FIT webpage from deemed to negotiated. They have told me twice this is done when it wasn't.
Their CS team is in Asia I suspect and have no idea what the FIT scheme is.

To complain you need to write a letter and mail it to Rotherham where after a few weeks they will reply.

Has anyone got a better way to get through to BG?

Here is an outstanding example of their communication. I did follow this up & they had no idea why I was contacting them
Hello,

Greetings of the day! Thank you for getting in touch with us. I hope you are doing well.

We sincerely appreciate your patience. This email is in response to your email received on 20/05/2024

We require specific details from you that cannot be shared via email hence I would like to request you to connect with us via chat so that we can advise on the necessary steps to resolve, to connect with us through chat using the link provided below.

The quickest and easiest way to get through is on live chat, where you can find us Monday to Friday, 8 am to 6 pm via https://www.britishgas.co.uk/help-and-support/contact-us


This trail will no longer be monitored as the required action is now informed.


Thank you for choosing British Gas.

If you need to chat to us in the meantime, the quickest and easiest way to get through is on live chat, where you can find us Monday to Friday, 9am to 5pm.

I sympathise, I also had multiple issues with British Gas and had a very similar response. One of several gripes was the common one that the "annual" boiler service would be repeatedly postponed to the point that it was only being done every 18 months. I cancelled the contract and eventually got a refund for the last missed service. I also left BG for the supply, in favour of Octopus who have been brilliant.

My parents, who have lived for years on a British Gas pension, had left British Gas sometime before.I wrote to the CEO of BG saying that my father had worked for 40 years for British Gas and its predecessors, as had his father before him and his father before that (he was manager of The Alresford Gaslight & Coke Company) and if they couldn't retain the loyalty of customers like us they needed to examine their business model. I didn't get a reply.

Amusingly, after severing all ties with the company I got a phone call from a BG engineer saying he was on his way to service my boiler. Unthinkingly I told him I no longer had a contract with them, in retrospect, I should have let him do it!

However, having got all that off my chest I can tell you for a fact that BG are not the winners of this contest, that award goes unquestionably to Virgin Media. I could spend the rest of this afternoon and evening telling you my experiences there but suffice to say it involved the small claims court and a full investigation by OFCOM.

a mere trifle, you should try complaining to Evri the parcel delivery 'service'. Even their CEO doesn't acknowledge complaints! The chat bot tells you to phone and the phone is another chat bot telling to to use the online chat bot. When you do get through to a human they act on a complaint raised by another individual that's got nothing to do with your problem.

OH YES !!

Story goes, our daughter buys an apartment, I refurb it, so I know every fault & previous bodges, It has electric heating but a redundant gas hob, Corgi pal caps off and issues test cert.

Ring BG, please remove meter and stop the standing charge "what's your postcode?" after numerous attempts at spelling the address "but you don't have gas there" so I read the Mpan number off the meter infront of me "computer says no, can you text a photo" so I give up after an hr and ring back next day hoping to get less of a numpty...after a week of trying gave up.

Lightbulb moment whilst fitting the new kitchen, Hello is that Transco ? I can smell gas...40 mins later a very nice bloke from Rotherham (see what I did there John) takes our the meter and runs a live dead test JOB DONE

^^^ Yes but that isn't getting through to British Gas, it's bypassing them!

I had a similar experience when we returned from holiday and found the central heating wouldn't come on. I spent ages trying to get through to British Gas to get someone out to look at it and was told that all their engineers were busy with vulnerable customers and they couldn't get to me for a few days, BG's standard excuse for not having enough engineers. We then realised that the hob didn't work either and we had no gas at all. I phoned SGN and someone was with us within the hour to restore the supply (the "smart" meter had failed so he replaced it with a dumb one).

I fully agree with the approach of turning their own systems against them. It is far more efficient as they have specific targets on them that management get paid against.

If there is a measured metric there is a reaction. Everything else got laid by the wayside years ago.

I am thinking of starting a new section of technology, artificial thickness, where the introduction of customer service systems has resulted in the reduction in customer success. Then I realised someone has done it and it is being called artificial intelligence.

Your comment re the chatbot pointing you at the web site or phone and vice versa is now so common it should be considered default.

I recently had to deal with closing out an estate.
Share in Royal Mail - managed by a collective of phone dodgers called Equiniti.
I call to initiate engagement and am told I must first register through something like death notification services web site.
I do this, it asks for little information so I know this is going to fail.
I put their name in.
A week later I call them and ask what is happening. They say they will email shortly.
Next day email arrives asking me to fill in a big form as the DNS does not work for their needs. So why point me at it then?
I fill in the form and have to send it back, still not asked for a death certificate.
So the to-fro goes on for three weeks, always needing to be chased by a call.
Now they ask me to send in multiple forms with respect to what I want to do with the shares.
No statement of value or the account at all even though my ID is well proven by then (passport, will, certificate, marraige certificate etc)
We are now 8 weeks in and they are the remaining company that has yet to achieve anything of value or honour.

Never piss off a man with access to C4.

did my daily moan to Bangalore today & got to talk to a CS Manager who had a better grasp of english.
She told me that BG need 28 working days to move the FIT setting. This despite their emails saying it will be done in 7 days.

Customer support was a big part of the reason for us to move from BG to Octopus.

Thanks for the warning. I hope there is never a problem, with my EDS/HP/DXC pension.