Big companies such as Sky, British Gas or EON have millions of customers and despite their best intentions, sometimes they get it wrong. You receive a bill and something doesn’t look right or you look at the payment taken from your account and think it seems higher than you anticipated. Sometimes you even end up bank charges if the company in question has taken more money than you had allocated for the bill. So, what can you do if you think you have been overcharged for services or utilities?
Complaining to Sky
Sky is the biggest provider of TV services to the UK and also offer broadband and landline services to their customers. They have a bewildering number of packages that means people can sometimes get a little confused about what they will be paying. You ring the Join Sky contact number and they go through the options, giving you a price that should then be confirmed in writing or in an email.
But what if the payment that comes out of the bank isn’t what they agreed? For starters, there is the Sky Complaints contact number. You can ring this number to raise the issue with them and to discuss why the payment is different from what you expected. Sometimes it can be a simple error on yours or their part and can easily be rectified.
What if you aren’t satisfied with the conversion on the Sky Complaints contact number? Then you can put your feelings in writing to the company’s complaints department or even look to using an Alternative Dispute Resolution, which can involve going to court. But the vast majority of cases are sorted long before this point by the company themselves.
Complaining to British Gas
British Gas are one of the top providers of gas and electricity to domestic properties and commercial ones around the UK. They also offer some additional services such as boiler cover and home emergency protection. If you are unhappy with the information on your gas or electricity bill, there is a complaints number you can all or an online form to complete.
If you aren’t satisfied with the reasons you get from this first contact facility, you can also get in touch with the company in writing for a formal, written response to your query. The company aim to solve complaints as quickly as possible but if they aren’t able to sort the query within eight weeks, they will automatically pass the complaint to the Ombudsman Services: Energy.
Using the ombudsman service
If you are unhappy with the reply or the manner of dealing with a complaint to any company, then there is an ombudsman that acts as an overseer for each industry. They are the ultimate decision making people in any complaint and there are different ones for different industries.
For example, if you are having problems with a utility company such as British Gas, EON or EDF Energy, then you would escalate your complaint to the Ombudsman Services: Energy. For telephone or internet providers, you would use the Ombudsman Services: Communications. There are even ombudsman services covering areas such as consumer goods or products or home improvements.
In the majority of cases, the company will deal with any queries and complaints you have themselves without ever escalating it to the ombudsman. It is in their best interests to do this as companies have received heavy fines in the past for poor customer complaints processes. Therefore, when you ring the Sky Complaints phone number or the complaints department for a utility company, they always want to solve the problem as well as possible, as quickly as possible.