This page is linked to the main thread about British Gas on this site. This page is a bit of an aside...
On the 13th April, I wrote a letter to Sam Laidlaw, CEO at British Gas asking what readers of this site could do if they weren't happy with British Gas customer service. Many people have written about threats of legal action and other tales of woe, so I asked British Gas what they would like these people to do to resolve their complaints.
Today, on the 2nd May I received a letter dated 27th April from Phil Bentley, the newly appointed Managing Director of British Gas. Apparently my letter was passed to him. He says:
"...I am the newly appointed Managing Director of British Gas and I can assure you that Customer Service is my number one priority.
In the six weeks that I have been on board, I have had numerous letters and emails from customers and I can also assure you that each one is followed up; it is, after all, how I found out what's not working in my Company.
With the exception of a tiny majority of people misguidedly claiming thousands in compensation withough basis, I can genuinely tell you that everyone's issue has been addressed and resolved.
I would be very happy therefore for you to suggest that they write to me if they feel their concern has not been addressed adequately by British Gas.
I have to say, all in all that's quite a positive response: he's taking responsibility and ownership for problems and promises resolution to them. One might liked to have seen some acknowledgement of the perils of the past, but at least he's pretty definite about the future. If you'd like to take up his offer, write to him at:
Berkshire SL4 5GD
Telephone: 01753 494343
Facsimile: 01753 494341
If you'd like to comment on this letter, then feel free to do so. If you've got a more general comment about BG service, it might be more relevant along with many others on the main thread.
Also See: EnergySupplierProblems
Update 6th May, 2009: British Gas have been in contact asking we show these contact details in preference to those above:
General Correspondence Address
PO Box 3055
PO Bos 3054
Registered Trading Address