Customers are about to receive £1.1m in compensation as British Gas agents missed appointments and breached industry standards which affected 12,000 customers.
British Gas reported the breach to Ofgem, which agreed to its redress package. Hence, no formal enforcement action will take place.
"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. It's crucial that suppliers keep appointments on time, and make amends when things go wrong," Martin Crouch, senior partner for improving regulation, Ofgem, said in an article published on The Guardian's website.
The compensation package is made of £30 for an initial failed appointment, £30 for not paying customers within the required 10 days, and an extra £30 to each affected customer.
Energy suppliers and agents must satisfy minimum customer service standards under Ofgem's assured standards. Should they fail to do so, compensation must be made.
"We discovered the error last year and reported it to Ofgem. We have apologized 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," a British Gas spokesman said.
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