British Gas to pay customers £1.1m compensation

by jss64 Thu Jul 20, 2017 7:18 pm

British Gas to pay customers £1.1m compensation over missed appointments

From the PA today

http://www.msn.com/en-gb/money/news/british-gas-to-pay-customers-%C2%A311m-compensation-over-missed-appointments/ar-AAotN11?li=AAnZ9Ug&ocid=mailsignout

British Gas is to pay £1.1 million to compensate customers after its agents missed appointments, breaching industry standards.

The energy giant will make the payments to domestic and micro-business customers after its third-party agents missed appointments or turned up late, and did not compensate them as required by the regulator Ofgem.

Around 12,000 mostly business customers were affected.

British Gas reported the breach to Ofgem, which agreed to its redress package and is therefore not taking formal enforcement action.

Martin Crouch, Ofgem senior partner for improving regulation, said: "British Gas did the right thing in coming forward to report this issue, and has since improved its processes to make sure that, when appointments are missed or not kept on time, all customers receive the compensation they're entitled to.

"It's crucial that suppliers keep appointments on time, and make amends when things go wrong."

As part of the compensation package, British Gas paid out £30 for an initial failed appointment and £30 for not paying customers within the required 10 days.

In addition, the group has paid an extra £30 to each affected customer.

Energy suppliers and their agents must meet minimum standards of customer service under Ofgem's Guaranteed Standards, including when they visit customers on their premises. When they fall short, customers must be paid compensation.

by jss64 Thu Jul 20, 2017 7:55 pm

Seems to me like they're hoping to avoid potential further actions with this "settlement".
If a company says they are coming at a certain time and date would you have to confirm your agreement for a contract to be formed?
I'm aware of people who have taken action against absentees with both successes and failures.

by handle Fri Jul 21, 2017 3:04 pm

What about If they turn up and you told them to f..off....and they didn;t

by **daveiron** Fri Jul 21, 2017 3:17 pm

Hi jss,

I have taken this to court & lost , an appointment was made that i could not make ,so a new date was agreed by both parties ,and they confirmed by letter. Of course they failed to turn up. I lost in court because the judge stated it did not form a contract.

Lesson learned ,I would suggest that it is made into contract & agreed so by both sides.

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