London – A British Gas customer says she was left waiting over 15 months for a final energy bill and a £1,500 refund, even after the energy ombudsman ruled in her favor nearly a year ago.
The frustrating saga unfolded as Beth Kojder navigated pregnancy and new motherhood while battling for a resolution.
- Beth Kojder moved out of her London flat in October 2024 and requested a final bill from British Gas.
- Despite a February 2025 ruling by the energy ombudsman, British Gas delayed issuing the bill and refunding the credit.
- Kojder received the full refund only days before a scheduled small claims court hearing.
- The case highlights limitations of the energy ombudsman, which lacks legal enforcement power.
Beth Kojder, who moved out of her one-bedroom flat in south-east London in October 2024, initially requested a final bill and refund of approximately £1,700 from british Gas. She anticipated owing a few hundred pounds, but the company failed to provide a final bill or process her refund request. “It’s a significant amount of money. Maybe not to British Gas but it is indeed to me,” Kojder said, adding that the funds coudl have been helpful, especially with the arrival of her first baby in December.
Ombudsman Ruling Not Enough to force Action
After receiving no response from British Gas, Kojder escalated the issue to the energy ombudsman in February 2025. The ombudsman sided with Kojder and instructed British Gas to fulfill her request. Though, the ombudsman’s decisions are not legally binding, leaving suppliers with the discretion to comply.
What recourse do consumers have when an energy supplier fails to act on an ombudsman’s decision? Currently, limited options exist, often requiring legal action like a small claims court case.
For nearly eleven months, British Gas did not issue the final bill. Kojder received an offer for the full amount just days before her case was set to be heard in small claims court. British Gas stated they were “implementing the ombudsman’s remedy” and apologized for the delay.
Beth kojder