British Gas took 15 months to refund me £1,500. It’s absurd | EUROtoday

A girl says it’s “absurd” it took British Gas 15 months to supply a ultimate invoice and refund greater than £1,500 of credit score, regardless of the vitality ombudsman telling the agency to take action almost one 12 months in the past.

Beth Kojder moved out of her one-bed flat in south-east London in October 2024 however complained to the ombudsman a number of months later when the corporate didn’t ship her a ultimate invoice or refund her credit score.

In February 2025 the ombudsman determined in Beth’s favour and instructed British Gas to hold out her request. But it has no authorized powers to drive it.

Beth solely obtained the supply of her cash this week, simply days earlier than her case was on account of be heard in a small claims court docket.

British Gas stated it was “implementing the ombudsman’s remedy” for Beth, including it was “very sorry” for the way lengthy it had taken.

Beth instructed the BBC the method had been “relentless and it’s tiring and it’s completely draining”.

When she moved out of her flat, she requested British Gas for a ultimate invoice utilizing the meter readings she offered. She additionally requested it to refund her £1,700 much less a number of hundred kilos she anticipated to owe for her ultimate invoice.

“It’s a significant amount of money. Maybe not to British Gas but it is to me,” stated Beth, who had her first child in December. “That’s almost £2,000 I could have done with. Then there’s all the admin.”

When she did not obtain her ultimate invoice or refund she complained to British Gas.

But Beth stated she “got nowhere” so took her criticism to the vitality ombudsman.

It is an impartial, neutral dispute decision scheme that vitality prospects can complain to eight weeks after first complaining to their provider.

Energy suppliers are legally obliged as a part of their licence situations to be a member of an impartial buyer dispute scheme.

But the vitality ombudsman shouldn’t be a statutory physique and it can not legally drive suppliers to behave.

In 2024, there have been 93,000 complaints accepted by the vitality ombudsman with round 70% of these circumstances dominated in favour of shoppers, with suppliers required to take motion inside 28 days.

In the overwhelming majority of circumstances, suppliers met that deadline, however in lots of 1000’s of circumstances the deadline was both missed or no motion was taken in any respect.

It has prompted the Department for Energy to have a look at methods to strengthen the vitality ombudsman saying the variety of choices not being carried out shortly sufficient was too excessive.

In Beth’s case the ombudsman issued 4 resolutions in February 2025.

British Gas actioned three minor ones together with a written apology and a goodwill credit score of £100 for shortfalls in service.

But the choice additionally required British Gas to “complete the final billing of the account… based on the [meter] readings already provided by Beth.” But 11 months on and that also hadn’t occurred.

Beth stated the one choice she had left was to go down a authorized route through a small claims court docket.

“I just felt completely desperate and like it was the only option to try to get some traction,” she stated.

BBC Radio 4’s Money Box first contacted British Gas about this case in early December and, up till late Thursday evening, Beth was resigned to having to go to the small claims court docket to get what she strongly feels she’s owed.

Then, British Gas got here again with a suggestion of the whole lot Beth was asking for, which she has fortunately accepted.

Beth stated she was happy to get the matter resolved however stated she was annoyed that it had taken so many months to take action and felt British Gas had “completely failed” to have interaction with the ombudsman course of.

“I still think the fact it’s taken this long to reach [a resolution] is absurd. And the level of intervention that’s been required on my part as a consumer is unbelievable.”

British Gas stated: “We’re implementing the Ombudsman’s remedy and, together with Ms Kojder, are finalising a resolution to her claim. We appreciate this has been difficult for her and we’re very sorry for the length of time it has taken to put things right.”

Ofgem’s deputy director of retail compliance, Jackie Gehrmann, instructed the BBC that within the final 12 months suppliers have paid out £27m in fines and voluntary fee agreements in shopper associated points.

“The message to suppliers is really, really clear. When the ombudsman makes a ruling they should implement that ruling as quickly as possible,” she stated.

The DESNZ instructed the BBC: “We are strengthening the Energy Ombudsman so consumers can be confident that when it has ruled in their favour, action will be taken.”