Full Breakdown
Delayed Refunds: The Struggles of Consumers with British Gas
1/18/2026, 4:11:12 AM
Core Event: Prolonged Delay in Refunds from British Gas
Beth Kojder, a former customer of British Gas, faced a significant delay in receiving a final bill and a refund exceeding £1,500 after moving out of her one-bedroom flat in southeast London in October 2024. Despite the energy ombudsman ruling in her favor in February 2025, British Gas took an additional 15 months to process her refund, prompting Kojder to consider legal action.
Background & Context: The Role of the Energy Ombudsman
The energy ombudsman serves as an independent dispute resolution scheme for energy customers in the UK. Customers can escalate their complaints to the ombudsman eight weeks after initially contacting their energy supplier. While the ombudsman can issue recommendations, it lacks legal authority to enforce compliance. In 2024, the ombudsman received 93,000 complaints, with approximately 70% resolved in favor of consumers. However, many suppliers, including British Gas, failed to implement decisions promptly.
Key Figures & Groups: Beth Kojder and British Gas
Beth Kojder's experience highlights the challenges faced by consumers dealing with energy suppliers. After moving out, she requested a final bill based on her meter readings and sought a refund of £1,700, minus expected charges. Following inadequate responses from British Gas, she escalated her complaint to the energy ombudsman, which ultimately ruled in her favor but could not compel British Gas to act.
Criticism & Opposition: Consumer Frustration
Kojder expressed her frustration with the lengthy process, stating, "I just felt completely desperate and like it was the only option to try to get some traction." She described the ordeal as "relentless" and "draining," emphasizing the emotional toll it took on her, especially as she welcomed her first child in December 2024. The situation reflects broader consumer dissatisfaction with energy suppliers' responsiveness to ombudsman decisions.
Official Statements & Responses
In response to the situation, British Gas acknowledged the delay, stating it was "implementing the ombudsman's remedy" and expressed regret for the time taken. The Department for Energy is currently reviewing the effectiveness of the energy ombudsman, citing concerns over the high number of decisions that are not implemented in a timely manner.
What's Next: Potential Reforms for the Energy Ombudsman
The ongoing issues with British Gas and other suppliers have prompted the Department for Energy to explore ways to enhance the authority and efficiency of the energy ombudsman. This could lead to reforms aimed at ensuring quicker compliance with ombudsman decisions, addressing the frustrations experienced by consumers like Kojder.
Conflicting Reports & Gaps
While British Gas has stated it is working to resolve outstanding issues, the timeline for full compliance remains unclear. The energy ombudsman's inability to enforce its decisions raises questions about the effectiveness of consumer protection mechanisms in the energy sector.
