csg.co.uk

AVOID AT ALL COSTS

I gave CSG the opportunity to show a gesture of goodwill before writing this review — but it's clear that customer service and reputation are not their priorities.I contacted the company using their online form, clearly stating that the alarm was ringing on my wastewater treatment plant, and I needed help identifying and resolving the fault. The system is relatively new to me, and I had no prior experience with this kind of issue.CSG responded by recommending that the tank be emptied — a service they charged £236 for. When the driver arrived, I assumed he would address the fault, but he was not an engineer and couldn’t assist with the problem.I spoke with Customer Services, who confirmed that my message had clearly mentioned the alarm. I later spoke with the Telesales Team Leader, and explained that the issue I originally contacted them about — the alarm — had not been resolved. In fact, emptying the tank hadn’t made any difference, which to me meant their recommended service had been misdirected. The Telesales Team Leader offered to book an engineer, but said it could take 2–3 months for a visit. I asked her to escalate the matter to senior management and come back to me with a more reasonable proposal.That same day, I received an email offering — as a “gesture of goodwill” — a reduced engineer call-out fee of £249 + VAT (normally £374 + VAT). They also noted that this visit “could not guarantee a resolution” to the alarm issue, only that it would be the "first step" toward fixing it.In short, after already paying £236, they are now asking for an additional £298.80, for a service that might not even solve the problem. That brings the total to £534.80 — and the issue I reported from the start still remains.In my experience, CSG has been unclear, unhelpful, and costly. I won’t be using them again, and I suggest others to avoid at all costs. 55% of the reviews on Trustpilot are one star. That alone speaks volumes.

Date of experience: Aug 04, 2025