Summary
A woman named Beth Kojder waited 15 months to get a £1,500 refund from British Gas after moving out of her flat. Despite the energy ombudsman ruling in her favor, British Gas took a long time to act, and Beth nearly went to court before receiving her refund.
Key Facts
- Beth Kojder moved out of her flat in October 2024 and requested a final bill and refund from British Gas.
- The energy ombudsman ruled in her favor in February 2025, instructing British Gas to process her request.
- The ombudsman cannot legally enforce its decisions, leading to delays in Beth's case.
- British Gas initially did not provide the final bill or refund, leading Beth to consider small claims court.
- British Gas eventually offered the refund just before Beth's court date.
- In 2024, the energy ombudsman handled 93,000 complaints with 70% resolved in favor of consumers, but some companies missed deadlines.
- The Department for Energy is reviewing ways to strengthen the ombudsman's enforcement powers.
- The resolution included a final bill based on Beth's meter readings, which took nearly a year to complete.
