Delayed refunds and mounting frustration: the case in focus
In a scene familiar to many energy customers, a recent complaint against British Gas has drawn attention to an unusually long refund process. A renter from south-east England, who discovered she was owed more than £1,500 in credit after moving out, notes that the energy company took 15 months to issue a final bill and process the refund. This is despite guidance from the energy ombudsman, who advised the firm to resolve the matter nearly a year earlier. The episode has prompted questions about accountability, consumer rights, and the speed at which suppliers handle credit balances when customers change address or switch providers.
What the ombudsman guidance means for customers and suppliers
The energy ombudsman exists to settle disputes between customers and suppliers when issues aren’t resolved directly. In cases like this one, the ombudsman’s recommendation is meant to speed up resolution and ensure customers receive funds they are owed without prolonged delays. When a supplier is slow to issue a final bill or refund a credit balance, it can leave customers with financial uncertainty and a lack of trust in the energy market. Critics argue that these delays not only complicate personal budgeting but also undermine confidence in switching and billing transparency.
The impact on the customer
For the renter at the heart of the case, the 15-month timeline means extended financial stress and a sense of being treated as an afterthought. The customer reportedly highlighted the incident as “absurd,” reflecting widespread concern among energy consumers that large providers may not prioritise individual cases once a tenancy ends. The £1,500 credit, if not promptly refunded, represents more than just a number on a statement—it can influence tenancy deposits, rent planning, and the ability to secure the next home with confidence in the supplier’s billing accuracy.
Why such delays happen—and what can be done
Across the energy sector, delays can stem from a mix of back-office inefficiencies, account reconciliations post-tenancy, and the challenge of properly closing accounts after a move. Some customers report that mismatches between meter readings, final bills, and historical usage can complicate refunds. While most providers have robust internal processes, outliers exist where the timeline drags on for many months. In these cases, customers should document all communications, obtain written confirmation of the expected refund, and escalate if needed.
Your steps if you experience a similar delay
- Collect evidence: tenancy end date, move-out confirmation, any meter readings, and all correspondence with the supplier.
- Request a final bill in writing and ask for an itemised explanation of any credit balance.
- Set a reasonable deadline for resolution and remind the supplier of ombudsman guidance when it’s not met.
- Escalate: if the supplier misses the deadline, contact the energy ombudsman or your local consumer protection agency for impartial review.
- Consider setting up a watch on your account or seeking alternative dispute resolution if needed.
What this means for the wider market
Delays of this nature can have broader consequences. They raise concerns about billing transparency and the customer-centricity of energy firms in the post-pandemic market. Regulators and consumer groups are likely to monitor similar cases more closely, urging suppliers to streamline end-of-tenancy processes and improve final bill accuracy. Consumers can benefit from clear timelines, proactive communication, and easier access to dispute resolution resources.
Bottom line: accountability and better practice
The case highlights a critical issue in modern energy supply: even with robust consumer protections, the speed of refunds and final bills can vary dramatically between providers and cases. For customers, staying proactive, keeping detailed records, and knowing where to seek help can make the difference between a months-long struggle and a swift correction. For suppliers, improving end-of-tenancy processes, validating credit balances promptly, and communicating timelines clearly will build trust and reduce friction in a competitive market.
