Customer service row for British Gas

By Gemma McKenna

- Last updated on GMT

Related tags: British gas, Legal terms

Cunningham spent seven hours on the phone
Cunningham spent seven hours on the phone
Two licensees in dispute with British Gas over bills have accused the energy supplier of totally ignoring their complaints. Edinburgh host Brian...

Two licensees in dispute with British Gas over bills have accused the energy supplier of totally ignoring their complaints.

Edinburgh host Brian Cunningham, of the Illicit Still, said: "I was on the phone for seven hours last Wednesday, and I couldn't speak to the right person. When I gave up at 5pm, they told me a manager would ring me within 24 hours. But nobody did."

Cunningham says he is paying a standing charge of £3 per day for his electricity, while other suppliers are providing the same service for just 17p per day.

He has been told his meter can be downgraded to one appropriate for a "micro-business" for the cost of £185, but that there was no guarantee his bills would reduce.

A spokesman for British Gas said: "Mr Cunningham's current energy prices were agreed by his own energy broker in 2007. Had he come to us direct, he would've been offered far more competitive rates. While we sympathise with his concerns, these should be taken up with his broker."

Cumbrian host Andrew Markland, of the Kirkstyle Inn at Slaggyford, has written six letters to British Gas complaining that his energy consumption was "significantly over-estimated".

He said the firm has "totally ignored" all the correspondence, adding: "We have now received a letter threatening disconnection."

Markland cancelled his direct debit in February after claiming his bill was over-estimated, and sent a cheque for the amount of electricity he calculated he owed.

British Gas said: "We apologised to Mr Markland for the way we handled his concerns. The outstanding bill of £401.19 is correct, however, and accrued because Mr Markland has not paid all his bills in full, only the amount he calculated was owed."

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