We are not with British Gas but they have set up an account at our house

[PJPJ]

Hi. If anyone can give us some advice we would be very grateful. We want BG to stop harassing us for money we don’t owe. We have made formal complaints to BG and supplied them with evidence that the meter is not at our house. They have sent people who confirmed it. In Feb 2021 we received a letter stating that they had successfully transferred the account balance from Robin Hood Energy.
When this all started I thought it was a scam but it is to do with the incompetence of British Gas.
This is stressing us out. My husband has been going through treatment for bowel cancer.
We really don’t need this added pressure.
We have now had it handed over to RICHBURNS Debt Collection, who do not have good Google reviews! This is the second debt collection agency they have used. We had visits from Avarto before.

[echat11]

Hi PJPJ

Firstly, I hope your husband's treatment is successful.

a) Secondly send British Gas a Subject Access Request, they have 30 days to provide all the data on the account. Make sure you get Proof of Postage.

https://legalbeagles.info/library/gu...ccess-request/

b) Thirdly, make a Formal Complaint to British Gas, follow their complaints procedure, explain what's happened, why no money is owing and what you want them to do. Make sure you get Proof of Postage.

https://www.britishgas.co.uk/complaints.html

Make sure you include the following in your complaint -

Explain that they are breaking the law / regulations:-

OFGEM through the Electricity Act 1989 and Gas Act 1986 are very clear on misleading information being sent to customers. The Standard Conditions of electricity / gas supply license states:

Condition 0. Treating Domestic Customers Fairly -

0.3 The Standards of Conduct are that the licensee and any Representative:

a) behave and carry out any actions in a Fair, honest, transparent, appropriate and

professional manner;

b) provide information (whether in writing or orally) to each Domestic Customer

which:

i. is complete, accurate and not misleading (in terms of the information provided or

omitted);

Also state if they carry on with their demands, you will consider taking legal action against them under the Prevention of Harassment Act 1997.

c) If you aren't compensated by British Gas for the distress / harassment, lodge a complaint with the Services Ombudsman.

[PJPJ]

Thank you for this information. We will do as suggested and post an update.

[ostell]

You might remind them of Ferguson v British Gas

[atticus]

Ferguson v British Gas - a harassment case

[PJPJ]

Hi thanks for replies. We are in the process of putting a very comprehensive letter together. We are sending it via recorded post and email. The CEO will get a copy. Yes and we are definitely feeling harassed. Lost sleep over this issue. None of it in our making. This has been going on for 18 months. I contacted RICHBURNS via email with facts so let’s hope they don’t call here.

[PJPJ]

We contacted the Ombudsman but they won’t get involved as we are not a customer of British Gas!

[MIKE770]

try citizens advice site trading standards divert many cases to them on certain subjects?

[echat11]

We contacted the Ombudsman but they won’t get involved as we are not a customer of British Gas!

Do a) and b), there are other things you can do regards harassment etc. Hopefully, British Gas will pay the compensation due.

[echat11]

When you make your complaint against British Gas, you follow their complaint procedure. They will send you their final response, if you are still unhappy, it will be interesting what furthe options you will be given in that letter to further your complaint / compensation.

[PJPJ]

We followed the formal complaint procedure last year. BG closed our case without resolving the matter. We didn’t want them to close it. We got a deadlock letter and standard response go to ombudsman but we aren’t a customer.

[echat11]

We followed the formal complaint procedure last year. BG closed our case without resolving the matter. We didn’t want them to close it. We got a deadlock letter and standard response go to ombudsman but we aren’t a customer.

If you've got a letter from BG saying you can refer the matter to the Services Ombudsman, then they should look into it. Do a) and b), see where things stand after BG come back to you.

[PJPJ]

Ombudsman have agreed to take the case as owner/ occupier. We were reluctant before as we didn’t want to give our name, BG don’t know it and we don’t want them to get hold of it because it might be even more difficult to deal with them.

[echat11]

Update on progress.

[PJPJ]

Will do and thank you very much