It’s downright shocking that British Gas took a staggering 15 months to issue a final bill and return over £1,500 in credit to a customer. This situation highlights serious flaws in the way some companies manage customer service.
Beth Kojder, a resident of southeast London, found herself in this frustrating predicament after moving out of her one-bedroom apartment in October 2024. Following her move, she expected British Gas to promptly send her a final bill and refund her credits. However, when these did not arrive, Beth turned to the energy ombudsman for help several months later.
In February 2025, the ombudsman ruled in her favor, instructing British Gas to fulfill her request. Yet, despite this directive, the ombudsman lacks the legal authority to compel the company to take immediate action. It wasn't until just days before Beth's case was scheduled to be heard in small claims court that she finally received an offer for her refund.
British Gas acknowledged the situation, expressing regret over the delay and stating they were in the process of implementing the ombudsman's decision.
Beth described her experience as "relentless, tiring, and completely draining,” emphasizing the emotional toll it took on her, especially as a new mother. "That’s nearly £2,000 I could have really used during this time," she pointed out. Additionally, she faced the burden of handling all the administrative tasks associated with her claim.
Initially, Beth had directly requested a final bill from British Gas based on the meter readings she provided, along with a refund of approximately £1,700, deducting what she anticipated owing. When her requests were ignored, she felt compelled to escalate her complaint to the energy ombudsman, an independent body established to resolve disputes between energy customers and suppliers after eight weeks of initial complaints.
Despite energy suppliers being legally obligated to participate in such dispute resolution schemes, the ombudsman operates without statutory power, meaning it cannot enforce compliance. In 2024 alone, there were 93,000 complaints accepted by the ombudsman, with roughly 70% resulting in rulings favoring consumers. Although many suppliers adhered to the required 28-day deadline for action, numerous cases still experienced delays or lack of action altogether.
The Department for Energy has recognized these issues, prompting discussions about improving the effectiveness of the energy ombudsman due to the high number of cases not being resolved swiftly enough. In Beth’s situation, while the ombudsman issued four resolutions in February 2025, British Gas only acted on three minor aspects, including a written apology and a goodwill credit of £100 for their inadequate service. The critical requirement for them to finalize her account billing based on her provided meter readings remained unresolved even after eleven months.
Feeling desperate, Beth realized her only remaining option was to pursue legal action in small claims court. "It felt like the only way to gain any traction in this process," she said.
After contacting British Gas about her case back in early December, she thought she would have to follow through with court action to obtain what she believed was rightfully hers. Fortunately, just before her court date, British Gas presented her with an offer matching her requests, which she gladly accepted.
Although relieved to finally reach a resolution, Beth expressed her frustration over how long the process took, feeling that British Gas fundamentally failed to engage with the ombudsman’s procedures. "It’s simply absurd that it took this long to conclude this matter. The amount of intervention needed from me as a consumer is unbelievable," she stated.
In response to the situation, a representative from British Gas stated, "We are currently implementing the Ombudsman’s remedy and are working with Ms. Kojder to finalize her claim. We understand that this has been a challenging experience for her and sincerely apologize for the extended duration it has taken to resolve this issue."
Jackie Gehrmann, Ofgem's deputy director of retail compliance, commented on the broader implications for suppliers, indicating that they had paid out £27 million in fines and compensation related to consumer issues over the past year. "Suppliers must understand the importance of swiftly acting on ombudsman rulings," she emphasized. Furthermore, the Department for Energy indicated that efforts are underway to enhance the Energy Ombudsman’s authority so that consumers can trust that their concerns will be addressed promptly when decisions are made in their favor.
