Economy

British Gas pays out £1.1m over missed appointments

British Gas will have to pay a total of £1.1m in compensation for missed and late appointments.

The supplier said that about 10,000 businesses and 2,000 householders had each been paid £90 after being affected by the problems, which related to its use of a third-party meter-reading company.

Under energy regulator Ofgem's rules, compensation of £30 must be made per missed appointment or if an appointment is not kept on time. In addition, British Gas has paid another £30 to each affected customer. That is £30 more than the required rate of £30 per missed appointment and a further £30 if this is not paid within ten days.

A British Gas spokesman said: "We discovered the error past year and reported it to Ofgem".

Ofgem said the company approached it when it noticed errors in its compensation process. 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'.

"It's crucial that suppliers keep appointments on time, and make amends when things go wrong".

But Ofgem is to examine allegations that British Gas told some customers they would have to pay a termination fees of up to £60 within that period. Let's hope they don't miss 12,000 appointments next year'.

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.

Suppliers are supposed to automatically compensate customers - either through a credit to their account or by sending a chequ.



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