How TheyPromised Works
A practical, step-by-step system for turning a frustrating complaint into airtight evidence.
Create a Case
Start a case for each complaint — select the organisation, describe what happened, note your reference number, and set your desired outcome. It takes about 2 minutes.
- Search from our database of 50+ UK organisations
- Set the category (energy, banking, broadband, etc.) to load the right escalation guide
- Record the date you first made contact — this starts your 8-week escalation clock
- Log the amount in dispute and what resolution you're seeking
Searching for
British Gas
Log Every Interaction
After every phone call, email, or chat — log it in 30 seconds. Record who you spoke to, what they said, what they promised, and when.
- 8 channels: phone, email, letter, webchat, in-person, social media, app, other
- Record contact name, department, job title, and reference number
- Add promises with automatic deadline reminders
- Attach evidence: photos, documents, voice memos, PDFs
Recent Interactions
Phone call · 23 mins
Promised a refund by Friday
Webchat
No resolution given
Email sent
Formal complaint submitted
Follow the Escalation Guide
TheyPromised knows the complaints procedure for every regulated UK industry. It tells you exactly what to do next — and when.
- Step-by-step UK complaints procedures for Energy, Banking, Broadband, NHS, Housing, and more
- Automatic reminders at 6, 7, and 8 weeks (the key ombudsman window)
- Generates letters for every stage — initial complaint, follow-up, escalation, before-action
- Tracks which stages you've completed
AI Letter — Initial Complaint
Re: Formal Complaint — Billing Error
Dear British Gas Complaints Team,
I write to formally complain about an overcharge on my account (Ref: BG-12345) totalling £312.00, first raised on 10 March 2025 without resolution...
Pre-filled with your case history · CRA 2015 referenced
Export Your Case File
Generate a professional, chronological case file that ombudsmen and courts expect. Everything documented, nothing forgotten.
- Cover page: case details, organisation, reference, escalation stage
- Full timeline: every interaction with dates, channels, contacts, and outcomes
- Promises tracker: kept, broken, pending — all in one table
- Evidence index: list of all uploaded files with dates and descriptions
Case File Export — British Gas
PDF ready · Accepted by Energy Ombudsman
Plus drafting & case insights
Upgrade to unlock case insights, professional letter drafting from your timeline, and interaction summaries — so you spend less time writing and more time getting resolution.