Ofgem has acted on concerns raised by consumer affairs website Money Saving Expert, and opened an investigation into British Gas over switching.
The regulator is investigating whether British Gas failed in its obligations to customers, including the requirement to waive termination fees. The regulator noted that suppliers cannot charge termination fees for a switch that takes place within the 49 day ‘switching period’ before the expiry of a fixed term contract.
The regulator said the investigation would focus on the company’s obligations when domestic contracts are terminated, including: whether termination fees may be charged, the continuation of fixed term supply contract terms, and the terms and conditions of supply contracts. It will also consider whether the supplier met standards of conduct and applied them to customers fairly.