I have created this web site out of sheer frustration.

To put the matter in a nutshell, I have had to waste a lot of my time and had a much-needed holiday more or less ruined because British Gas are administratively incompetent. After much correspondence I have been offered compensation which values my time at less than the minimum wage. I do not find this to be acceptable.

I have no desire to blackmail British Gas into offering me more reasonable compensation, but feel very strongly that they are relying on the fact that they are a huge company and I am an individual to make me give up from the sense that I am beating my head against a brick wall. I am not prepared to give in so easily.

I have tried to get my correspondence dealt with by the board of directors of Centrica, the company who own British Gas, but it seems that they are completely isolated from mere customers by layer upon layer of people whose function seems to be to prevent them from knowing what is happening in the organisation.

If you want to read more about my particular case, follow the links on the right. My letter of 21st November gives a pretty full account of the utterly incompetent way in which British Gas dealt with what should have been a routine matter.

I've had some emails from other people who have had treatment from British Gas (or Centrica as they call themselves these days) which makes their treatment of my case look like a minor matter. See Carol Atkinson and Julie Kenyon through the links on the left. I am posting their words without modification. It seems clear that BG has an internal culture of appalingly bad administration, an almost complete lack of concern for their customers, and an extreme reluctance to accept any responsibilty for the consequences of their internal failings.

I have addressed complaints to the following people at British Gas and Centrica. If any of the names and addresses are out of date, or anyone knows of any other, and more direct channels to contact those in the organisation with the power to initiate change, please let me know and I'll post them here.

Richard Forrest
email: richard@cbrp.co.uk