British Gas pays 12,000 customers £90 each for missed appointments

20 July 2017
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British Gas has paid a collective £1.1 million to around 12,000 domestic and micro-business customers after its third-party agents missed or were late to appointments, and it did not compensate customers.

Under energy regulator Ofgem’s rules, compensation of £30 must be made per missed appointment or if an appointment is not kept on time. If this isn’t paid within 10 working days, a further £30 must be paid.

But British Gas notified Ofgem earlier this year that due to “process errors” it hadn’t paid compensation to some affected customers.

As a result, these customers have now been paid the £30 for the initial failed or late appointment, a further £30 for not being paid compensation within the required 10 days, and an additional £30 as a goodwill gesture.    

Ofgem says the Big Six energy provider has since changed its customer services processes to make sure customers receive the compensation they’re entitled to in future.  

Martin Crouch, Ofgem senior partner for improving regulation, says: “British Gas did the right thing in coming forward to report this issue, and has since improved its processes to make sure that, when appointments are missed or not kept on time, all customers receive the compensation they’re entitled to.

“It’s crucial that suppliers keep appointments on time, and make amends when things go wrong.”

A spokesperson for British Gas says: “We discovered the error last year and reported it to Ofgem. We have apologised to the affected customers, given them all compensation and an additional goodwill payment. In April this year we introduced new system checks to ensure this can’t happen again.”

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