British Gas fined £2.5m for failures

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The Independent Online

Centrica's British Gas has been fined £2.5m for failing to handle customer complaints correctly.

British Gas, which serves nearly half of the UK's households, failed to reopen 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 and did have a process to deal with businesses with 10 employees or fewer.

British Gas said Ofgem's finding was "totally disproportionate" but did admit it failed to deal with so-called micro-businesses.