Imagine waiting over a year to get back money that’s rightfully yours—money you desperately need. That’s exactly what happened to Beth Kojder, who battled British Gas for 15 long months to reclaim £1,500 of her own credit. It’s not just frustrating; it’s absurd. And this is the part most people miss: despite the energy ombudsman ruling in her favor nearly a year ago, British Gas dragged its feet, leaving Beth exhausted and financially strained.
Beth’s ordeal began in October 2024 when she moved out of her one-bedroom flat in south-east London. She did everything right—provided meter readings, requested a final bill, and asked for her £1,700 credit to be refunded, minus the expected final charges. But months passed with no response. Here’s where it gets controversial: when she escalated her complaint to the energy ombudsman, an independent body designed to resolve disputes, British Gas still failed to act promptly—even though suppliers are legally required to comply with ombudsman decisions within 28 days.
The ombudsman ruled in Beth’s favor in February 2025, ordering British Gas to issue a final bill and refund her credit. Yet, 11 months later, nothing had been done. Beth was left with no choice but to pursue legal action through a small claims court. But here’s the kicker: just days before her court hearing, British Gas suddenly offered her the full refund and an apology, seemingly only after media pressure from BBC Radio 4’s Money Box.
British Gas claims it’s now “implementing the ombudsman’s remedy” and apologizes for the delay, but Beth remains frustrated. “It’s completely draining,” she told the BBC. “That £2,000 could have made a huge difference, especially with a new baby.” Her story highlights a glaring issue: while the energy ombudsman helps consumers, its lack of legal enforcement power leaves suppliers free to ignore rulings—a loophole the Department for Energy is now scrambling to fix.
In 2024 alone, the ombudsman handled 93,000 complaints, with 70% ruled in favor of consumers. Yet, thousands of cases saw suppliers miss deadlines or take no action at all. Is this a systemic failure, or just a few bad apples? Ofgem’s deputy director, Jackie Gehrmann, insists suppliers must act swiftly on ombudsman rulings, but Beth’s case suggests more needs to be done. The government is now strengthening the ombudsman’s powers, but will it be enough?
Beth’s victory is bittersweet. While she’s relieved her money is finally coming back, she’s outraged by the emotional toll and the absurd length of the process. “The level of intervention required as a consumer is unbelievable,” she said. Her story raises a critical question: Should consumers have to fight this hard for what’s rightfully theirs? Share your thoughts in the comments—do you think the energy ombudsman needs more teeth, or is the system working as intended?
