British Gas has been in the spotlight recently due to their compensation schemes. The energy giant has faced criticism from the media and customers alike, as they’ve recently spelt out a series of compensation schemes following grievances that customers have reported experiencing. British Gas stipulates that these compensation schemes are designed to help customers affected by the company’s failures.
Here’s a rundown of British Gas compensation schemes you should be aware of:
Heading 1: Compensation for missed appointments
One of the most common British Gas compensation schemes is for missed appointments. Customers understand that their time must be taken into consideration since British Gas engineers are required to visit their homes. These visits are scheduled, hence if an appointment is missed, customers should receive money back. Customers who’ve had appointments cancelled or missed during the company’s fault will be entitled to receive a compensation amount of £30.
Moreover, if the appointment is delayed beyond three hours from the scheduled time, customers are entitled to receive an additional compensation of £30. This is in addition to the £30 received had the appointment been missed altogether.
Heading 2: Compensation for delays in fixing faults
Another compensation scheme is designed to compensate customers who have experienced delays from British Gas in fixing their faults. In case of delays, British Gas will pay £30 in the first instance, followed by £30 again if the delay occurs again within a year.
Heading 3: Compensation for billing errors
British Gas also has a compensation scheme in place for billing errors that have caused distress to the customer. The company claims that these errors can be anything from incorrect tariffs and meter readings to overcharging issues. British Gas has stated that in such situations, customers will be compensated monetarily equivalent to the excess amount they’ve paid due to the billing error caused by the company.
Heading 4: Compensation for unauthorized payments
In cases where customers have been a victim of a fraudulent direct debit from their account, British Gas will compensate the customer for any amount that has not been returned to them by their bank. Customers must inform British Gas of any unauthorized transactions made using their direct debit or in other cases of fraudulent bank account activities.
Heading 5: Compensation for repairs or installations that have been poorly done
This is likely the most significant compensation scheme offered by British Gas. If any individual experiences distress caused by poorly-done installations or repairs conducted by British Gas, customers must inform the company, and in response, the company will take every step to restore disruptions or redo the repair. They’ll also offer monetary compensation from £50-£500 for such damages.
Whilst these compensation schemes may not be adequate to compensate for the inconvenience caused, it’s a start. The company has emphasized that their compensation policies are aimed towards alleviating the hardships that customers face due to its failures and providing a solution to their grievances in the most suitable manner possible.
Heading 6: Handling complaints about compensation
British Gas has indicated that its compensation policy conforms to the respective Ofgem guidelines for energy supply companies. This means if a customer has concerns or believes that they haven’t been compensated adequately, they should first approach British Gas with their concerns. Shrewd customer representatives will take the case forward and provide compensation.
If a customer is still unhappy with the compensation that has been offered, then they can contact Energy Ombudsman, an independent body responsible for settling disputes between customers and energy providers.
To sum up, it’s important for customers to be aware of these compensation policies – not just for British Gas alone but for all energy providers. As a customer, it’s essential to know your rights and be aware of the compensation schemes you’re entitled to receive to ensure that you’re compensated fairly if things go wrong.
When utilizing these compensation policies, it’s important to remember that each situation is unique, and hence at times, it may be suitable to further elevate the issue to the Energy Ombudsman. This will help ensure correct compensation is given and will put responsibly back in the hands of the law.
Summing up