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Complainant Name:
Mr Ian F Mackay

Clauses Noted: 1

Publication: The Daily Telegraph

Complaint:

Mr Ian F Mackay of Kilmarnock complained that an article about British Gas price rises was inaccurate when it claimed that “British Gas said the higher gas prices for direct debit customers would help fund less of a severe increase for those that use pre-payment meters – who are usually poorer customers”.

The complainant – who had written to the newspaper directly on two occasions without response – pointed to his correspondence with British Gas on the issue in which the company made clear the following: “it is completely untrue that customers who are paying by direct debit are charged more for their gas to help offset the cost to customers who are paying using pre-payment meters”.

Resolution:

The complaint was resolved when the newspaper – which had removed the sentence in question from the online version of the article – placed a note of the position on its internal records and apologised to the complainant for its failure to respond to his correspondence.

Report: 78



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