“Indefensible” - Chamberlain calls on PM to act on energy company conduct

Scottish Liberal Democrat deputy leader Wendy Chamberlain MP has today challenged Prime Minister Rishi Sunak to agree to a charter of consumer rights for energy customers. She raised the case of a constituent who was wrongly billed almost £4,000 but three years later has yet to receive the money back.

The constituent, who is vulnerable and whose accounts are held in trust and managed by a support worker, was wrongly billed almost £4,000 by his energy company when changing firms. An ombudsman ruled in his favour, but despite attempts to secure a refund from British Gas, he has only received a £50 apology payment.

The constituent lives in his own tenancy supported 24 hrs a day by a local care organisation, and it was his appointed support worker who initially discovered the error in his energy bills. The support worker has pursued the companies involved for a clear record of the charges and subsequently for a refund.  He is concerned that the ombudsman’s ruling has not been enforced.

Wendy Chamberlain raised the case at Prime Minister's Questions today. She called on Rishi Sunak to support a charter of consumer rights for energy companies to protect consumers and prevent similar cases.

The constituent’s support worker said:

“As the appointed care provider, we have been pushing for a fair outcome for our client for well over a year. It is clearly unacceptable for energy companies to take advantage of vulnerable customers in this way. I have been shocked at the refusal of British Gas to take responsibility for these failures, despite Ofgem guidance clearly saying that they are responsible for fixing them.”

Wendy Chamberlain added:

“Energy is a basic service which we all depend upon, but time and time again my constituents face poor conduct which leaves them out of pocket. The case I raised with the prime minister is indefensible. After three years and the ombudsman finding in his favour, British Gas haven’t paid the money owed to him. His support worker has worked tirelessly but the situation still hasn’t been resolved.

“Consumers need guarantees and protections when dealing with energy companies. This is all the more urgent when many people are already struggling with their bills. This needs action from the government, and that is why I called on the prime minister to bring in a charter of consumer rights for energy companies.”