British Gas' 15-month refund delay sparks outrage
A woman's frustrating experience with British Gas has sparked outrage, highlighting the absurdity of a prolonged refund process. Beth Kojder, a recent mother, moved out of her flat in October 2024 and faced a lengthy battle to receive her final bill and refund. Despite the energy ombudsman's intervention nearly a year ago, British Gas took an astonishing 15 months to resolve the issue, leaving Beth exhausted and frustrated.
The dispute began when Beth requested a final bill based on her meter readings and a refund of £1,700, minus an expected final bill amount. British Gas initially failed to respond, prompting Beth to complain. The energy ombudsman, an independent dispute resolution scheme, stepped in and issued resolutions in February 2025. However, British Gas only recently offered the refund, just before a small claims court hearing.
Beth's persistence led to a resolution, but the delay caused significant inconvenience. She had to resort to legal action, feeling desperate and drained. The case highlights the challenges consumers face when seeking refunds, with British Gas' response time raising concerns about their engagement with the ombudsman process.
The Department for Energy and the Energy Ombudsman are now focusing on strengthening the system to ensure faster and more effective resolution of consumer disputes. This incident underscores the need for suppliers to promptly implement ombudsman rulings, as emphasized by Ofgem's deputy director of retail compliance, Jackie Gehrmann.
