British Gas

[Old Cruser]

As the big energy companies prepare to be scrutinized again I have had a successful outcome from British Gas regarding a letter of complaint I posted at the beginning of this week.
Regulars will know of my daughter and that she is a disabled lady living alone.

I am her official appointee which means I am responsible for her welfare and monies.

Last year she was with B.G. and I applied and got her a 'Warm Homes Discount' through the government scheme.
Towards the latter end of last year I changed her energy company as I found her a better deal.

In December last year I called B. G. to check if she would still be eligible through them for this, even though she had changed companies.
I was assured she would.
After chasing this up again last week I was told that 'no she wouldn't' this meant that because I had been misinformed in December I was too late to apply for it with her new company.

This morning I had a call from customer services with B.G. who admitted I had been wrongly advised as it was on their screen what I had been told.

The result is B.G. will now honor the WHD via a cheque to my daughter.

I have to say the response from them was very quick and honest.

I have the ladies name who called me today and will write and thank B.G. for their prompt reply and welcome outcome.

We are a nation who are all to ready to complain and I reckon a brief thank you when a situation is resolved doesn't go amiss!!

[Spire]

Great a good outcome, and they have done the right thing as well.

These day's I routinely record my telephone calls when I am making a purchase or complaints or indeed any changes to accounts etc, then I can review what was said in the event anything goes pear shaped at a later date.

I of course advise they up front I am recording the call even though there is no requirement in law to do so.

They don't all like it though I have be given all sorts of reasons why I should not be recording the call 

[Old Cruser]

Sounds like we are two of a kind in some ways then Spire.
I still note down dates, names details of conversation etc think it must be from my office working days.
I don't have the means to record conversations though but it's a good idea.
Obviously B.G did record it and were honest enough to admit the mistake.
I was also told that the staff member who fed me the information would be sent for added training and their manager be informed of what happened.
At least they try to correct things.