British Gas Services review: British gas

Formal Complaint – Billing and Account Issues for the Estate of Mrs. Swaran Kaur
Date: 6 August 2025
Customer Service Department
British Gas
Subject: Complaint Regarding Billing, Account Handling, and Service Failures
Dear Sir/Madam,
I am writing to lodge a formal complaint regarding the continued mishandling of the gas account relating to the estate of my late mother, Mrs. Swaran Kaur, who resided at 86 Devonshire Road, Smethwick, B67 7QB, and passed away on 21 July 2020.
Despite contacting British Gas on more than 18 separate occasions, my concerns remain unresolved. I keep a log of all calls made. On 25 July 2025, I also sent an email to an address provided by a British Gas operative, only to discover that the address is unmanned. This further demonstrates the inefficiency and lack of proper communication within British Gas.
Key Issues Requiring Immediate Attention:
1. Incorrect Correspondence and Solicitor Details:
o Letters continue to be sent to the vacant property addressed to “Occupier” or to Carlton Solicitors, who no longer represent the estate and do not pay bills on its behalf.
o I have repeatedly requested that Carlton Solicitors’ details be removed from this account.
2. Unauthorised Meter Installation and Billing:
o A meter was installed at the property without the estate’s consent.
o The property has been unoccupied since July 2020, yet I have received a bill for £289.51 on 25th July 2025.
o I was previously informed that the account was closed by a British Gas representative in October 2023. If this bill relates to standing charges, the bill should clearly state this.
3. Billing History and Discrepancies:
o I paid £576.05 on 26 January 2024.
o A pay-as-you-go meter has been in place since 15 September 2022.
o Despite this, I have received a bill covering the period 30 October 2021 – 12 October 2023 for £498.21, which has been passed to BW Legal. This appears to be a duplicate or erroneous charge. Also, what is the bill for £289.51 sent on 25th July 2025 for gas used? There is no gas used as there is a pay as you go metre? Customer reference [protected].
4. Communication Failures:
o BW Legal has refused to engage with me directly, instead advising that Carlton Solicitors must authorise my involvement, despite the fact that I am the executor managing the estate.
o I have repeatedly asked British Gas to correct the billing name and address so that all correspondence is directed to me as executor. This has not been actioned.
o On 4 August 2025 at 5:30 pm, a British Gas operative ended a call stating the line was bad and promised to call back. I am still waiting for that call.
Summary of My Position:
• I am the executor and require all correspondence and billing matters to be directed to me at my email address: tito.[protected]@gmail.com. I will not provide my home address as I have no faith British Gas will not confuse my personal account with my mother’s.
• This situation has caused me five years of stress, wasted time, and repeated escalation, including a previous referral to the Energy Ombudsman.
• I have found British Gas staff to be unhelpful, poorly trained, and frequently unwilling or unable to resolve basic account issues.
Required Actions:
1. Immediate replacement of the broken gas cover at 86 Devonshire Road.
2. Immediate removal of Carlton Solicitors from the account and correction of all correspondence to reflect my details as executor.
3. Written explanation and correction of billing discrepancies, including the unauthorised meter installation, the £289.51 bill, and the £498.21 charge sent to BW Legal.
4. Confirmation that the account for the estate is properly closed or billed only in line with agreed standing charges (if applicable).
5. Written assurance that my complaint is being formally investigated and that I will receive a prompt, clear, and final resolution.
This has been a deeply stressful and unacceptable ordeal. If these matters are not resolved swiftly, I will have no choice but to escalate my complaint once again to the Energy Ombudsman and seek advice regarding further legal redress.
I expect a response within 14 days.
Yours sincerely,
Mrs Tito Samra
Executor – Estate of Mrs. Swaran Kaur
Email: tito.[protected]@gmail.com
Mobile: [protected]