British Gas pays £1.48million back to pre-payment customers after top-up meter chaos


BRITISH Gas has paid back £1.48million to thousands of pre-payment customers after it failed to properly notify them about a switch in provider.

The change meant some customers were left without gas and electricity following the switch to Paypoint to Payzone on January 1.

British Gas has paid out £1.48million to pre-payment customers

Some complained that they couldn’t find a Payzone location nearby or the terminal was not yet set up for British Gas payments.

Others were given insufficient time to make alternative arrangements if they were unhappy with the change.

British Gas failed to properly notify around 270,000 prepayment households about the switch.

Philippa Pickford, director of retail at Ofgem said: “When such a fundamental change is being made, such as where meters can be topped up, energy suppliers need to communicate with their customers in plenty of time.

“British Gas should have informed all of their prepayment customers, many whom are in vulnerable situations, of the change to how to top-up their meters during the winter period.

“Some customers were unaware of the change before it happened and may have struggled to contact British Gas as they opted not to open their general enquiries line on the go live date.”

British Gas is also paying an additional £250,000 into the energy redress fund, set up by the Energy Savings Trust.

This fund supports consumers in vulnerable situations, as well as the development of new products and services.

More to follow…