Southern Electric Gas response 02
|Scottish and Southern|
|200 Dunkeld Road|
|Telephone: 0800 0483 500|
|Facsimile: 01738 453837|
|15 April 2010|
|Our ref: 435231221|
Dear Mr & Mrs Keeling
Re - XXXXXXXXXXXXX
Thank you for your reply dated 20 March 2010. Please accept my apologies for
the delay in responding.
Regarding the points you have raised I have detailed my response below..
- Atlantic provided your name to Buchanan Clarke and Wells after non payment
of account number - 183320221. Debt is passed onto agents for non payment for
an account, when we have followed our collections procedure without response
to letters being issued. We had followed the registered procedure and for this
reason do not require authorisation to recoup the debt via the agencies.
It is clear that we made the error during our collection procedure and the
correspondence sent was not to your new address, but we did not breach any
rules in our pursuit of the balance.
- When the account was changed into your name on 9 January 2009, from the
landlord's name, your billing address was not updated on the account. It
appears the letters were sent to the landlords or letting agents. On 11 May
2009 there is a note that states that we received a call from the letting
agents to update the billing address to your new address.
The last correspondence sent by Atlantic was dated prior to this date. I
accept that once the address had been update, a copy of the bill should have
been issued to your home address. However this was not done and you were never
provided with any details by the letting agent/landlord. As there was no
contact regarding this, we passed the debt onto the agents to pursue on our
- Although we use Buchanan Clark and Wells to help recover our unpaid debts,
we are not responsible for the letters sent and have no input regarding the
wording used in their letters. I can confirm that they work within the legal
standards required for sending letters and contacting customers.
- I have a note on the account dated 18 February 2010 which refers to
communication between Buchanan Clark and Wells and Atlantic. The note advises
that the correspondence received, advises that you do not wish to provide
documentation, as the final bill has been amended and paid. Buchanan Clark
and Wells have contacted us with the account number that the debt is applicable
to in order to check this information. This account number is not the same
as your old account number; therefore the amendments and paid bill amounts
could not be seen. Our final accounts team have advised Buchanan Clark and
Wells that this bill has not been amended; no payments have been received
against this account and to pursue the debt balance.
With regards to your comments regarding the behaviour you encountered from
this company, I will make our debt liaison team aware of your comments and
trust they will seek clarification on these points.
Atlantic Electric and Gas did make an error and failed to check the historical
accounts, which would have prevented this situation arising and I can only
apologise for this. Feedback has been provided to the team concerned to
ensure that this does not happen again in the future.
I understand the concerns you have but cannot agree to your request for
£400 goodwill. I have applied a further £70 to your account, making
a total of £100, which I consider this to be a fair and reasonable offer.
I have arranged to have this amount refunded directly to your bank account.
I trust the above information is clear and addresses the points raised. Should
you require any further assistance, please do not hesitate to contact me on
the above freephone number, between 8:30am and 5pm, Monday to Friday.