Helping UK homeowners save money on their heating

British Gas Fined £2.5m Over Customer Complaints


Energy regulator Ofgem has handed British Gas a £2.5 million fine for failing to handle customer complaints efficiently.

Ofgem’s investigation highlighted “basic failures” with the way British Gas dealt with its customer service, particularly that the energy provider failed to re-open cases when customers had indicated that their complaint remained unresolved. The company was found to be lacking in its service by failing to give those customers information about resolution services provided by the Energy Ombudsman.

The investigation also concluded that British Gas also lacked adequate processes for dealing with complaints from micro-businesses.

British Gas said the findings by Ofgem were “totally disproportionate” but did admit it failed on the issue of dealing with so-called micro businesses.

Commenting on the fine handed out to the energy supplier, Ofgem’s Sarah Harrison said: “We warned the industry in March that we would be backing up our plans to reform the retail market with a tough approach to enforcement.”

British Gas isn’t the only energy provider to have been brought to task over their standards of customer service. Ofgem is also investigating Npower and EDF Energy for complaint handling, while Scottish Power, Scottish and Southern Energy, Npower and EDF Energy are being investigated for mis-selling.

This is the second time British Gas has been fined this month, having received a £1 million penalty at the beginning of July for misreporting the amount of electricity supplied under the government’s Renewables Obligation.

Post navigation

PREVIOUS POST

After upsetting customers by raising gas and electricity prices, British Gas aims to...

Post navigation

NEXT POST

Just weeks after hiking its energy prices, British Gas's parent company, Centrica, has...

British Gas Spring 2019 Boiler Offer

Save up to £200 a year with a new boiler from British Gas.

£79 Fixed Cost Boiler Repair

Emergency, one-off boiler repairs starting from just £79.

British Gas HomeCare Offer

FREE Gift Card Worth up to £50 with selected British Gas HomeCare products


ad300x250-boilerinstall-blog

British Gas Boiler Offer

Leave a Reply

Your email address will not be published. Required fields are marked *

Name *