The energy regulator Ofgem has announced that British Gas Business will pay a penalty of £9.5m following failings in its registrations, complaints handling and billing processes.
Citizens Advice Chief Executive, Gillian Guy, said:
“Hundreds of British Gas Business customers sought Citizens Advice’s help with late bills and poorly handled complaints in 2014.
“Errors by British Gas Business following a billing system change meant some firms did not receive a bill for up to 18 months and then were asked to pay a large catch-up bill. In some cases customers went weeks without having their issue resolved.
“It is good that British Gas Business reported its problems to the regulator and has worked to correct them. Energy firms need to plan ahead to minimise the impact of introducing a new billing system on their customers.”
Citizens Advice last week launched new league table allowing small business owners to compare how well energy suppliers are handling their complaints.
Related information: British Gas Business to pay £9.5 million for customer service failings