British Gas Took 15 Months to Refund Me £1,500: It’s Absurd
A Frustrating Experience with British Gas Refunds
Beth Kojder’s ordeal with British Gas vividly illustrates the challenges consumers face when seeking refunds. It took an astonishing 15 months for the company to process her final bill and refund over £1,500, despite the energy ombudsman instructing them to do so nearly a year prior.
– The Timeline:
– October 2024: Beth moved out of her one-bedroom flat in south-east London.
– Early 2025: After failing to receive her final bill, she lodged a complaint with the energy ombudsman.
– February 2025: The ombudsman ruled in her favor but couldn’t legally compel British Gas to comply.
– Recent Developments: Just days before her case was set for small claims court, British Gas finally offered her the refund.
Beth described the process as “relentless, tiring, and completely draining.” As a new mother, she found the lengthy wait for her money especially burdensome.
The Struggles of Securing a Refund
After moving, Beth contacted British Gas with the meter readings to request a final bill and an anticipated refund of £1,700, minus her final bill balance. She remarked, “It’s a significant amount of money. Maybe not to British Gas, but it is to me.”
When her requests went unanswered, she grew frustrated and escalated her complaint to the energy ombudsman—an independent scheme that consumers can turn to after eight weeks of ineffective communication with their suppliers.
Important Facts About the Energy Ombudsman:
– Consumer-Friendly: The ombudsman system is designed to provide a fair resolution for energy disputes.
– Non-Enforceable: Although the ombudsman can recommend actions, it does not have legal authority to enforce compliance.
– Stats from 2024: There were 93,000 accepted complaints, with around 70% of cases resolved in favor of consumers; however, many case deadlines were missed.
This situation led the Department for Energy Security and Net Zero (DESNZ) to consider strengthening the ombudsman’s authority, citing that delays in implementing decisions were concerning.
British Gas’s Response Over Time
In Beth’s case, the ombudsman issued four resolutions, including:
– A written apology from British Gas.
– A goodwill credit of £100 for poor service.
– A mandate to finalize billing based on the meter readings provided by Beth.
Despite these directives, 11 months passed without any action on the final billing. Frustrated, Beth felt compelled to seek resolution through the small claims court—a route she despaired would be necessary.
A Long-Awaited Resolution
Fortunately, as BBC Radio 4’s Money Box program reached out to British Gas on Beth’s behalf, the situation began to change. Just before the impending court date, the company finally requested to fulfill Beth’s refund. While relieved, Beth expressed her disappointment at the extended timeline, emphasizing how poorly British Gas engaged with the ombudsman process, stating, “I still think it’s absurd that it took this long to reach a resolution.”
In a final statement, British Gas acknowledged the difficulties Beth experienced and stated they were finalizing a resolution in line with the ombudsman’s directives.
Moving Forward: A Call for Industry Improvement
Jackie Gehrmann, Ofgem’s deputy director of retail compliance, stressed the importance of timely responses from suppliers after ombudsman rulings, while the DESNZ assured consumers of potential improvements to the ombudsman system for better accountability.
Beth’s story serves as a stark reminder of the necessity for swift action and improved customer service in the energy industry. As consumers, it is vital to persist and advocate for your rights to receive refunds and fair treatment.