Hi All,

My name is Alex and I work for SWALEC in their call centre. First off all I would like to fully apologise for the problems you have had regarding our Shield cover.

Though I myself do not deal with Shield cover on a day to day basis. So it is difficult for me to explain your contract in detail. And what rights your have to compensation.

Though I have provided links to our Shield Terms and Conditions. And our Complaints Handling Procedure. For your records.

Shield Terms and Conditions -

http://www.ssehomeservices.co.uk/maintenance-and-protection/main-terms-and-conditions.aspx

Complaints Handling Procedure -

http://www.swalec.co.uk/RegulatoryInformation/Default.aspx

It is disappointing to read that you have made so many phone calls to us regarding this matter and that it has still not been fully resolved. Though reading through the posts you have had some excellent advice from Jalexa regarding this matter. I can confirm that most of our calls are recorded regardless of if they are inbound or outbound.

I hope this issue gets resolved quickly. And I am sorry that I cannot be of a further help regarding this matter.

phuse:

The SWALEC statement is quite broad 365 days of the year 24/7, but if an engineer doesn`t have the relevant parts he/she can do nothing as was my case (parts were key).

Which clause do you consider says that?

I think you are taking the wrong approach looking for a BG payout clause in the Swalec agreement. It's a different agreement but its still a contract.

I'm not a lawyer but I wonder if this clause is relevant...

81. Any delay on our part in enforcing any term, condition, right or remedy in respect of this agreement will not be deemed to be a waiver of any such term, condition, right or remedy.

I repeat my advice to identify the complaint's mechanism, though I couldn't find it. Light the blue touch paper by submitting your claim in writing by Signed For delivery and wait for a response. Don't discuss outcomes by phone unless you are comfortable doing that. Remember there is quite likely no record to an oubound phone call.

Thank you for your prompt response, unfortunately SWALEC do not cover timescales/ service standards for completing repairs in their contract or terms and conditions unlike British Gas and Homeserve who set 72 hours as their target. The SWALEC statement is quite broad 365 days of the year 24/7, but if an engineer doesn`t have the relevant parts he/she can do nothing as was my case (parts were key). The also say they have access to a network of part suppliers.

The cost of Electricity used is the only measurable cost I could quantify to SWALEC, all the inconvenience, stress etc is hard to measure and put a price against ? I was hoping for a goodwill gesture but they don`t seem concerned ?

phuse:

First of all its better to argue from a position of strength, not that the contract wording will be customer friendly, so look out a copy of the service contract and go through it with a fine tooth comb looking for any clauses that Swalec have breached.

Look for any clauses on complaint handling and raise a compliant strictly in accordance with the procedure detailing all your concerns. Your excess electricity use is one issue, but remember you have saved on gas. I would not make a big issue about that but rather concentrate on "distress and inconvenience" resulting from the alleged failure to manage and deliver on the contract.

I have recently suufered at the hands of SWALEC who took 15 days to resolve a breakdown with my central heating boiler. They left my family including four children without heating and hot water over the Xmas period. The fiasco in firstly locating a part was unbelievable, having been advised on three occasions an engineer had located the part and was enroute to me to fix, then bizarely they couldn`t find the part, the branch was closed and the part in the box delivered was incorrect.

During a fifteen day period all contact out of approximately 20 calls were made by myself to them, nobody took charge of the case and saw it through even though at least three managers promised to contact me and monitor procedings.

I had to take two days off work, on which no engineer arrived. My family have had to endure a cold deprsseing Xmas and to top it all off it has cost me an absolute fortune to run electric heaters in place of the central heating and boil keetles for hot water.

I have estimated my electric consumption to be in excess of £230 for 15 days, my bill for 4 months (Sept- December was only £400).

I understand that British Gas offer their customers £30 per day compensation if they fail to repair within 72 hours? Has anyone any Idea what is a reasonable compensation request from SWALEC in such circumstances ?

Any help would be gratefully received