British Gas fined £2.5m for mishandling customer complaints

Energy watchdog said firm breached rules by failing to re-open cases when customers indicated issue was not resolved British Gas has been fined £2.5m by the energy watchdog for failing to deal with complaints correctly. The company, which serves nearly half of the UK’s households, failed to re-open cases when customers indicated their complaint had not been resolved, Ofgem found. The regulator also said the company failed to provide key information about the energy ombudsman to customers when complaints were not resolved or put in place a process to deal with businesses with 10 employees or fewer. Ofgem said British Gas breached regulations setting standards for complaint handling which came into effect in October 2008. More details soon… Gas Energy bills Commodities Consumer affairs Household bills guardian.co.uk

Posted by on July 27, 2011. Filed under News, Politics, World News. You can follow any responses to this entry through the RSS 2.0. You can skip to the end and leave a response. Pinging is currently not allowed.