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British Gas to pay out £1.1m in compensation to thousands of customers for missed appointments

PUBLISHED: 09:05 20 July 2017 | UPDATED: 09:05 20 July 2017

File photo of a gas hob with a British Gas bill. Picture: Owen Humphreys/PA Wire

File photo of a gas hob with a British Gas bill. Picture: Owen Humphreys/PA Wire

British Gas is to pay £1.1m to compensate thousands of customers after its agents missed appointments.

Domestic and micro-business customers will received payouts from the energy giant after its third-party agents missed appointments or turned up late, but did not compensate them as required by regulator Ofgem.

Around 12,000 mostly business customers were affected.

Ofgem will not take formal enforcement action against British Gas after it agreed the redress package following a report of the breach.

Martin Crouch, Ofgem senior partner for improving regulation, said: “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.”

As part of the compensation package, British Gas paid out £30 for an initial failed appointment and £30 for not paying customers within the required 10 days. The group has also paid an extra £30 to each affected customer.

Energy suppliers and their agents must meet minimum standards of customer service under Ofgem’s Guaranteed Standards, including when they visit customers on their premises. When they fall short, customers must be paid compensation.

A British Gas spokesman said: “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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