Centrica owned British Gas has agreed to pay 12,000 customers £1.1m as compensation after its agents missed appointments in breach of industry standards.
British Gas will make the payments to domestic and to some small business customers after its third-party agents failed to attend appointments or were late to the appointment, and did not pay compensation as required by Ofgem.
Ofgem, the regulatory body, agreed to the redress package after British Gas reported the breach. Ofgem will not be taking enforcement action.
Martin Crouch, the Ofgem senior partner for improving regulation, said: “British Gas did the right thing in coming forward to report this issue, and has since improved its processes to make sure that, when appointments are missed or not kept on time, all customers receive the compensation they’re entitled to. It’s crucial that suppliers keep appointments on time, and make amends when things go wrong.”