British gas - who can i contact??

[rafob]

I am a customer of British Gas and have an online account. Recently as my existing deal was due to end I was searching their website to see what their best deal was. If you are an existing customer they give you a link to "Your Tariff Check" which shows what they call "YOUR TARIFF CHOICES". This lists a choice of just 2. First is their Standard Tariff which they call "OUR CHEAPEST DEAL" + another Fixed Price Tariff to 2016.

 

However, if you look elsewhere on their website (not that easy to a computer novice) you can find other tariffs as well, and at least one is up to 15% cheaper than their Standard Tariff so it is not their "CHEAPEST DEAL"

 

I phoned them to check this out and was told that there were cheaper tariffs which didn't show up on the tariff check but they didn't seem to know why that would be. I told them on the 'phone that by not showing ALL available tariffs on the tariff check link, then they were misleading existing customers into believing that they only had a choice of two. Furthermore, it was a downright lie that their Standard Tariff is their cheapest deal.

 

I then wrote by email to ask them about this and they did admit in writing that the website is wrong and they would work to put it right but, despite several emails back and forth they have done nothing to change it so far and it is now over 3 weeks since I pointed it out to them. I also tried contacting my MP - no reply!! Channel 4 News- No Reply!! I am getting frustrated that their existing customers will be logging on and possibly signing up to what they think is the cheapest one on offer and end up paying a lot more than they need. It is a grossly misleading practice and they should be brought to book - has anyone any helpful suggestions??

[stu007]

Hi rafob

 

Sorry you haven't had any replies yet please be patient I am sure the caggers will be along to help.

 

This link may be of help its the ombudsman service: http://www.ombudsman-services.org/energy.html

[rebel11]

Hi rafob

 

Write to all of the below, you can email all of them.

 

ASA

 

Keep the emails as evidence. Take snapshots of their website as evidence. Lodge a complaint with the emails and snapshots of their website Advertising Standards Authority (ASA).

 

http://www.asa.org.uk/Consumers/How-to-complain.aspx

 

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OFGEM

 

Complain to OFGEM - again send them the emails and snapshots.

 

https://www.ofgem.gov.uk/about-us

 

Send it to:-

 

Mr Andrew Wright

Chief Executive

OFGEM

andrew.wright@ofgem.gov.uk

 

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Trading Standards

 

Complain to Trading Standards - again send them the emails and snapshots

 

http://www.tradingstandards.gov.uk/