A woman’s 15-month ordeal to receive a final energy bill and refund from British Gas has exposed the limitations of the current energy ombudsman system in the UK. Beth Kojder, a new mother, says the process was “relentless and tiring” as she struggled to get the energy supplier to comply with the ombudsman’s ruling.
Kojder moved out of her south-east London flat in October 2020 and promptly requested a final bill and refund of her £1,700 credit from British Gas. However, the company failed to provide the bill or refund, prompting Kojder to escalate her complaint to the Energy Ombudsman in February 2021.
The ombudsman ruled in Kojder’s favour, ordering British Gas to issue the final bill based on the meter readings she had provided. However, the company failed to do so for nearly a year, despite the ombudsman’s decision.
Frustrated by the lack of progress, Kojder was forced to threaten legal action through a small claims court before British Gas finally agreed to provide the refund just days before the court hearing.
The case highlights the limitations of the Energy Ombudsman, which is not a statutory body and cannot legally compel energy suppliers to comply with its rulings. While suppliers are required to be members of an independent dispute resolution scheme, the ombudsman has no means to enforce its decisions.
Ofgem, the energy regulator, has acknowledged that too many ombudsman rulings are not being implemented quickly enough. The Department for Energy has said it is looking at ways to strengthen the ombudsman’s powers to ensure consumers can have confidence that favourable decisions will be acted upon.
Kojder expressed her dismay at the “unbelievable” level of intervention required as a consumer to resolve the matter, saying British Gas had “completely failed” to engage with the ombudsman process.
The energy industry has faced increased scrutiny in recent years, with suppliers paying out £27 million in fines and voluntary payments related to consumer issues. Regulators and policymakers will be under pressure to ensure the system better protects consumers like Kojder from drawn-out disputes and lack of accountability.
