British Gas pays compensation

Scottish Gas owner British Gas has paid out a total of £1.1 million in compensation after its agents missed appointments in breach of industry standards.

The energy firm made the payments – £90 each to more than 12,000 customers – to domestic and micro-business customers after its third-party agents missed appointments or turned up late and did not compensate them.

British Gas reported the breach to industry regulator Ofgem, which agreed to the firm’s redress package and is therefore not taking formal enforcement action.

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.

“It’s crucial that suppliers keep appointments on time, and make amends when things go wrong.”