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 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, 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 provided meter readings to British Gas 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.

Dan Whitworth, a Money Box reporter, covered the story.

The delay highlights ongoing concerns about customer service and billing accuracy within the energy sector. While regulatory bodies like the energy ombudsman can mediate disputes, their lack of enforcement power can lead to prolonged resolution times for consumers. This case underscores the importance of timely and accurate billing practices by energy providers and the need for stronger mechanisms to ensure compliance with ombudsman rulings.