British Gas took 15 months to issue a final bill and refund more than £1,500 to a customer, despite a ruling from the energy ombudsman nearly a year prior. Beth Kojder, who moved out of her one-bedroom flat in south-east London in October 2024, filed a complaint with the ombudsman after British Gas failed to provide a final bill or refund her credit.

The ombudsman ruled in Kojder's favor in February 2025, instructing British Gas to fulfill her request. However, the ombudsman lacks the legal authority to enforce its decisions. Kojder received an offer for her refund this week, just before her case was scheduled to be heard in a small claims court.

Kojder described the process as "relentless," "tiring," and "completely draining" in a statement to the BBC. She had provided British Gas with meter readings when she moved out of her flat, requesting a final bill.

British Gas stated that it was "implementing the ombudsman's remedy" for Kojder and apologized for the delay. The company acknowledged the extended timeframe and expressed regret for the inconvenience caused.

This case highlights the challenges consumers face when dealing with large energy companies and the limitations of regulatory bodies in enforcing their decisions. While the energy ombudsman can investigate complaints and issue rulings, its lack of legal enforcement power can lead to significant delays in resolving disputes. The small claims court offered Kojder an alternative avenue for seeking resolution, but the process can be time-consuming and stressful for consumers. The outcome of similar cases often depends on the specific circumstances and the evidence presented.