I had booked an appointment to have a quote for a new central heating gas boiler to be fitted. On the due date, I received an email confirming that I could expect the BG Heating Adviser to arrive between 1pm and 3pm. Because of this appointment, my wife had put off a visit from a close friend and her child who wanted to visit before the end of the school half-term holiday. Come 3pm and no sign of or contact from BG. By 4pm, I had had enough and called BG to find out what was going on. Whilst not being impolite, the person to whom I spoke was not particularly helpful and suggested that the engineer could have been held up in traffic; when I asked why he could not 'phone to let us know that there would be a delay she replied that drivers are not allowed to make calls whilst driving. My obvious response to this was that perhaps he should stop, put the brake on and turn off the ignition before calling! The call ended when I said that I would cancel the visit altogether and look for another installer. I then decided to call the customer complaints number. I explained the situation and after much hoo-hah, was told that a complaint would be "raised" on my behalf. I then asked to whom I could write at the highest level in the organisation to further my complaint and was advised that I would be passed on to a relevant department. After quite a long delay somebody came on the line and I once again explained my complaint. He told me that he had no idea why I had been passed to his department! My response was " British Gas organisation is a joke!" By now I was past anger and was becoming amused because if you don't laugh you'll cry. I have been a loyal customer of BG for many years and have avoided advice to "switch" even though I knew I might save money. This experience has now made the decision for me - goodbye to British Gas! Edit