British Gas fined for mishandling customer complaints

Date: 27/07/2011

Enterprises may be encouraged to purchase new revenue share numbers and improve their contact centre operations when they hear of the latest fine issued by Ofgem.

The regulatory body has given British Gas a £2.5 million penalty after it was discovered to have breached regulations regarding the way in which it deals with customer complaints.

There were three key areas the energy provider fell down on, including a failure to re-open complaint cases when a consumer said the issue had not been resolved.

Sarah Harrison, senior partner for sustainable development at Ofgem, explained the energy industry was informed in March that the organisation would be cracking down on the enforcement of regulations.

She added that the fine given to British Gas "sends a clear message to energy companies that they must abide by the rules".

Earlier this year, telecoms provider TalkTalk was found to be in breach of the Communications Act 2003 regarding mis-selling by Ofcom.

It was discovered some consumers had been signed up to contracts without their proper consent.