A shocking story of a woman's battle with British Gas has come to light, highlighting the absurdity of a 15-month-long refund process.
Imagine being owed over £1,500 and having to wait over a year just to get your money back!
Beth Kojder, a new mother, found herself in a relentless and tiring battle with British Gas after moving out of her flat in London. Despite providing meter readings and requesting a final bill, she was left waiting for months, with no refund in sight.
But here's where it gets controversial...
Beth took her complaint to the energy ombudsman, an independent body meant to resolve such disputes. The ombudsman ruled in her favor, instructing British Gas to act, but they had no legal power to enforce it.
It wasn't until Beth threatened legal action through a small claims court that British Gas finally offered a resolution.
And this is the part most people miss: the energy ombudsman, despite accepting over 93,000 complaints in 2024 and ruling in favor of consumers in 70% of cases, has no statutory authority. This means suppliers can choose to ignore their rulings, as British Gas almost did in Beth's case.
The Department for Energy has recognized this issue and is looking into ways to strengthen the ombudsman's powers.
Beth's case is a prime example of why these changes are necessary. She felt completely drained and desperate, having to fight for what she believed was rightfully hers.
British Gas, in a statement, acknowledged their mistake and apologized for the lengthy process.
Ofgem, the energy regulator, has also emphasized the need for suppliers to act swiftly on ombudsman rulings.
So, what do you think? Is this an isolated incident, or a symptom of a larger problem in the energy industry? Should the energy ombudsman have more power to enforce its decisions? We'd love to hear your thoughts in the comments!
