Ofgem are investigating whether British Gas has complied with the requirements of conditions 7A, 14, 14A and 21B of its gas and electricity supply licences, which contain safeguards relating to supply to micro business consumers.
There have been concerns over wrongful blocking of business customer transfers and billing issues after British Gas experienced a host of problems after the introduction of a new billing system last year.
Some customers had not received a bill for over nine months. In addition, they were not given access to their usage data for the period, meaning the businesses were unable to estimate their ongoing costs.
Others had tried to switch away to another supplier to find their transferred blocked.
British Gas Business’ managing director Gab Barbaro explained:
“We invested in a new billing system so we could improve the level of service we provide to our business customers. This was a major undertaking, which hasn’t gone as smoothly as we would have liked. I’d like to apologise to the business customers who’ve been affected. While we’ve now resolved most of the issues, we know there’s still work to do. We will give Ofgem our full cooperation during its investigation.”
The investigation continues.
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