British Gas took 15 months to issue a final bill and refund more than £1,500 to a customer, Beth Kojder, despite a ruling from the energy ombudsman nearly a year prior. Kojder moved out of her one-bedroom flat in south-east London in October 2024 and subsequently filed a complaint with the ombudsman after failing to receive a final bill or refund.
The energy 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, shortly before her case was scheduled to be heard in a small claims court.
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.
Kojder described the process as "relentless," "tiring," and "completely draining" in a statement to the BBC. She initially requested a final bill from British Gas, providing meter readings when she moved out of her flat.
Dan Whitworth, a Money Box reporter, covered the story, highlighting the challenges consumers face when dealing with billing discrepancies and delayed refunds from energy providers. The delay occurred while Kojder was pregnant and gave birth to her baby.
The case underscores the limitations of current dispute resolution mechanisms in the energy sector. While the energy ombudsman can investigate complaints and issue rulings, its lack of enforcement power can lead to prolonged delays for consumers seeking redress. This situation can be particularly challenging for individuals like Kojder, who are already dealing with significant life events.
The delayed refund also raises questions about the efficiency and responsiveness of British Gas's customer service and billing processes. The company's apology suggests an acknowledgment of internal shortcomings, but the extended timeframe highlights the need for improvements in handling customer requests and resolving disputes promptly. The case also highlights the importance of consumers keeping detailed records of meter readings and communication with energy providers to support their claims in case of disputes.
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