British Gas paid £1.48m for failing to notify about change of top-up provider

Article summary

Ofgem has announced that British Gas has made a payment of £1.73m for failing to notify around 270,000 pre-payment customers about a change of top-up provider and minimum top-up spend. As a result of British Gas failing to communicate this change, some customers, 'many of whom are in a vulnerable situation, may have suffered detriment through wasted journeys to try and top-up at shops which no longer offered the service and in some cases may have gone off supply'. In addition to the fine, British Gas will pay £250,000 into the energy redress fund. Due to the measures that British Gas has taken, Ofgem has reported that they will not be taking formal enforcement action. The Director of Retail at Ofgem, Philippa Pickford, 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...