British Gas' 15-month refund fiasco: A tale of patience and persistence
Dan Whitworth, Money Box reporter, London
Beth Kojder's story is a testament to the patience and persistence required when dealing with energy companies. It's been a long and arduous journey, one that has left her feeling exhausted and frustrated. But here's the shocking part: it took British Gas an astonishing 15 months to refund her over £1,500, despite the energy ombudsman's intervention nearly a year ago.
Beth's ordeal began when she moved out of her one-bed flat in south-east London in October 2024. She requested a final bill and refund based on the meter readings she provided. But British Gas failed to respond promptly, leaving her in a state of uncertainty.
The ombudsman's role
When Beth's initial complaints fell on deaf ears, she turned to the energy ombudsman, an independent and impartial dispute resolution scheme. The ombudsman's job is to mediate between consumers and energy suppliers, ensuring fair treatment and timely resolutions. In February 2025, the ombudsman ruled in Beth's favor, instructing British Gas to act on her request.
However, the ombudsman lacks legal authority to enforce its decisions. British Gas, despite being notified, took its sweet time to respond, leaving Beth in a state of despair.
The legal route
With no other options, Beth had to resort to legal action. She prepared to take her case to a small claims court, feeling desperate and helpless. But just when all seemed lost, British Gas made a surprising U-turn.
British Gas' response
In a last-ditch effort, British Gas finally offered Beth the refund she deserved, just days before her court case. They claimed to be implementing the ombudsman's remedy and apologized for the delay, expressing their regret for the lengthy process.
Beth's frustration
Despite the resolution, Beth remains frustrated and believes British Gas failed to engage with the ombudsman process effectively. She questions the absurdity of the situation, emphasizing the level of intervention required from her as a consumer. The delay has caused her significant inconvenience and financial strain, especially with the arrival of her first baby.
The broader issue
This incident highlights a systemic problem within the energy industry. The energy ombudsman, despite its efforts, struggles to enforce its decisions, leading to delays and consumer frustration. The Department for Energy is now exploring ways to strengthen the ombudsman's powers, recognizing the need for quicker and more effective resolutions.
Ofgem's perspective
Ofgem, the energy regulator, has also weighed in. They have reminded suppliers of their obligation to implement ombudsman rulings promptly. In the past year, suppliers have paid out substantial fines and entered voluntary payment agreements to address consumer-related issues, sending a clear message of accountability.
The road to justice
Beth's story serves as a reminder that patience and persistence are virtues when dealing with complex consumer issues. While British Gas has finally addressed the refund, the delay has caused unnecessary stress and inconvenience. It underscores the importance of timely and effective communication between energy companies and their customers.
