Complaint handling not correct so British Gas face fine
Regulator Ofgem have fined British Gas £2.5m because of the way it has dealt with customer complaints. Customers had said that there complaints had not been resolved and as a result of this British Gas failed to reopen the complaint cases and investigate further.
British Gas also failed to provide customers with any information about the energy ombudsman which is a key detail that they should be providing to their clients. British Gas have said that this is “totally disproportionate” to the issue.
Ofgems findings have shown how British Gas had failed within the customer service department; this is particularly highlighted when it comes to dealing with their small business customers as they haven’t put in place the correct complaint procedure for their customers.
“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.” Sarah Harrison, Ofgem.
British Gas was however not worried about this as they had such a large amount of accounts and had recently been praised for the complaint handling procedure.
A spokesman for British Gas has admitted that they’re services fell for their micro-business customers and that they are very apologetic.
All suppliers are being investigated by Ofgem for mis-selling and mis-leading marketing provided by some suppliers.
British Gas has been fined twice in a month by Ofgem. The other fine was for misreporting the amount of electric supplied which interfered with the government programme for renewable sources.