British Fuel took 15 months to refund me £1,500. It is absurd

Dan WhitworthCash Field reporter, London

Beth Kojder Beth Kojder holding her newborn baby and reading through an energy bill — Beth Kojder grew to become pregnant and gave beginning to her child whereas nonetheless ready for British Fuel to supply an correct closing invoice

A girl says it’s “absurd” it took British Fuel 15 months to provide a closing invoice and refund greater than £1,500 of credit score, regardless of the vitality ombudsman telling the agency to take action practically one yr in the past.

Beth Kojder moved out of her one-bed flat in south-east London in October 2024 however complained to the ombudsman just a few months later when the corporate didn’t ship her a closing invoice or refund her credit score.

In February 2025 the ombudsman determined in Beth’s favour and advised British Fuel to hold out her request. Nevertheless it has no authorized powers to drive it.

Beth solely acquired the supply of her cash this week, simply days earlier than her case was on account of be heard in a small claims court docket.

British Fuel stated it was “implementing the ombudsman’s treatment” for Beth, including it was “very sorry” for a way lengthy it had taken.

Beth advised the BBC the method had been “relentless and it is tiring and it is utterly draining”.

When she moved out of her flat, she requested British Fuel for a closing invoice utilizing the meter readings she supplied. She additionally requested it to refund her £1,700 much less just a few hundred kilos she anticipated to owe for her closing invoice.

“It is a important sum of money. Perhaps to not British Fuel however it’s to me,” stated Beth, who had her first child in December. “That is nearly £2,000 I might have finished with. Then there’s all of the admin.”

Not legally enforceable

When she did not obtain her closing invoice or refund she complained to British Fuel.

However Beth stated she “obtained nowhere” so took her criticism to the vitality ombudsman.

It’s an impartial, neutral dispute decision scheme that vitality clients can complain to eight weeks after first complaining to their provider.

Vitality suppliers are legally obliged as a part of their licence situations to be a member of an impartial buyer dispute scheme.

However the vitality ombudsman shouldn’t be a statutory physique and it can not legally drive suppliers to behave.

In 2024, there have been 93,000 complaints accepted by the vitality ombudsman with round 70% of these circumstances dominated in favour of customers, with suppliers required to take motion inside 28 days.

Within the overwhelming majority of circumstances, suppliers met that deadline, however in lots of 1000’s of circumstances the deadline was both missed or no motion was taken in any respect.

It has prompted the Division for Vitality to take a look at methods to strengthen the vitality ombudsman saying the variety of selections not being carried out rapidly sufficient was too excessive.

British Fuel took 15 months to refund me £1,500. It is absurd — Beth’s vitality invoice was for her small, one-bed flat in south east London

Beth Kojder A landscape photo of the living room of Beth's one-bed flat — Beth’s vitality invoice was for her small, one-bed flat in south east London

In Beth’s case the ombudsman issued 4 resolutions in February 2025.

British Fuel actioned three minor ones together with a written apology and a goodwill credit score of £100 for shortfalls in service.

However the choice additionally required British Fuel to “full the ultimate billing of the account… primarily based on the [meter] readings already supplied by Beth.” However 11 months on and that also hadn’t occurred.

Beth stated the one choice she had left was to go down a authorized route through a small claims court docket.

“I simply felt utterly determined and prefer it was the one choice to attempt to get some traction,” she stated.

Beth Kojder Beth looking out across south east London from Greenwich park. — Beth stated it was irritating how a lot intervention she, as a client, needed to do to resolve the matter

BBC Radio 4’s Cash Field first contacted British Fuel about this case in early December and, up till late Thursday evening, Beth was resigned to having to go to the small claims court docket to get what she strongly feels she’s owed.

Then, British Fuel got here again with a suggestion of every thing Beth was asking for, which she has fortunately accepted.

Beth stated she was happy to get the matter resolved however stated she was pissed off that it had taken so many months to take action and felt British Fuel had “utterly failed” to have interaction with the ombudsman course of.

“I nonetheless assume the very fact it is taken this lengthy to succeed in [a resolution] is absurd. And the extent of intervention that is been required on my half as a client is unbelievable.”

British Fuel stated: “We’re implementing the Ombudsman’s treatment and, along with Ms Kojder, are finalising a decision to her declare. We respect this has been troublesome for her and we’re very sorry for the size of time it has taken to place issues proper.”

Ofgem’s deputy director of retail compliance, Jackie Gehrmann, advised the BBC that within the final yr suppliers have paid out £27m in fines and voluntary cost agreements in client associated points.

“The message to suppliers is actually, actually clear. When the ombudsman makes a ruling they need to implement that ruling as rapidly as attainable,” she stated.

The DESNZ advised the BBC: “We’re strengthening the Vitality Ombudsman so customers may be assured that when it has dominated of their favour, motion might be taken.”