British Gas, owned by Centrica (LON: CNA), has paid a total of £1.1mln in compensation to 12,000 customers for missed or delayed appointments caused by a third-party supplier, UK energy regulator Ofgem said.
The gas supplier compensated affected customers in full and paid an extra £30 to each, Ofgem said in a statement.
Ofgem added that it has agreed to the redress package and is not taking formal enforcement action against the company.
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Ofgem said it has been working with the supplier to make improvements.
The supplier has since taken action to change its customer services processes to make sure in future, when appointments are missed or delayed, customers receive the compensation they’re entitled to, it added.
Martin Crouch, 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."