Imagine being owed a substantial sum of money, yet having to wait an absurdly long time to receive it. This is the frustrating reality that Beth Kojder faced when British Gas took a staggering 15 months to refund her over £1,500. But here's where it gets controversial...
Beth's journey began when she moved out of her flat in London in October 2024. She provided meter readings to British Gas, requesting a final bill and a refund of her credit, which amounted to around £1,700. However, months passed without any response, leaving Beth feeling ignored and frustrated.
In a desperate attempt to resolve the issue, Beth turned to the energy ombudsman, an independent body that handles disputes between energy customers and suppliers. The ombudsman ruled in Beth's favor in February 2025, directing British Gas to act on her request. But here's the catch: the ombudsman has no legal powers to enforce its decisions.
Despite the ruling, British Gas dragged its feet, and it wasn't until December 2025, just days before Beth's case was scheduled to be heard in a small claims court, that they finally offered her the refund. Can you believe it?
Beth's experience highlights a critical issue in the energy industry: the lack of enforcement power for the energy ombudsman. While suppliers are legally obliged to be part of an independent dispute resolution scheme, they often fail to take action, leaving consumers like Beth in a frustrating limbo.
In 2024 alone, the energy ombudsman accepted over 93,000 complaints, with a significant majority ruled in favor of consumers. Yet, suppliers frequently miss deadlines or take no action at all. This has prompted the Department for Energy to explore ways to strengthen the ombudsman's authority.
Beth's case is a prime example of the challenges consumers face when dealing with energy suppliers. She felt completely exhausted and desperate, having to resort to legal action to get what she rightfully deserved.
British Gas, in a statement, acknowledged their delay and apologized for the inconvenience caused. They claimed to be implementing the ombudsman's remedy, but Beth feels they failed to engage meaningfully with the process.
The deputy director of retail compliance at Ofgem, Jackie Gehrmann, emphasized the need for suppliers to act swiftly when the ombudsman makes a ruling. She highlighted that suppliers have paid out millions in fines and voluntary agreements, indicating a systemic issue.
The DESNZ, in a statement to the BBC, acknowledged the need to strengthen the Energy Ombudsman to ensure consumers receive the protection they deserve.
Beth's story serves as a reminder that while independent bodies like the energy ombudsman provide a crucial service, their effectiveness relies on the willingness of suppliers to cooperate. Until then, consumers like Beth will continue to face unnecessary hurdles in obtaining their rightful refunds.
So, what do you think? Is it fair that consumers have to jump through so many hoops to get what they're owed? Should the energy ombudsman have more power to enforce its decisions? Let's discuss in the comments and share our experiences!
