British Gas Faces Backlash: The Energy Giant's Struggles with Customer Service

British Gas Named Among Worst Energy Suppliers

British Gas has been labeled one of the worst energy suppliers in the UK, after investing £50m to improve its customer service. A recent survey by consumer advocate Which? revealed that customers found the company lacking in handling complaints, difficult to contact, and not offering value for money.

Survey Findings

The survey highlighted British Gas’s poor performance in several areas, including:

• Smart meter offerings
• Complaints process

British Gas, which boasted a record profit of £750m in 2023, shared the bottom spot with Ovo Energy and So Energy. Notably, British Gas serves 10 million customers, far surpassing its competitors.

Customer Complaints and Management Response

In the past 18 months, British Gas received 1.4 million complaints from customers, prompting parent company Centrica to hire 700 additional customer service representatives. Despite the complaints, Centrica’s CEO, Chris O’Shea, faced criticism for his £8.2m salary, especially in light of the ongoing service issues.

Industry Context

The energy sector has struggled with public perception amid the crisis and issues related to the rollout of smart meters. In the first quarter of last year, British Gas recorded 427 complaints per 100,000 customers.

Customer Support Initiatives

To improve its reputation, British Gas has announced a £10m investment in support for customers using prepayment meters and has implemented checks for vulnerable customers. The company has committed to avoiding the remote switching of customers to prepayment meters without their consent.

Moving Forward

A Centrica spokesperson mentioned that improvements are being recognized, including awards from Uswitch and Citizen’s Advice, indicating a significant shift in customer service quality. The company is focused on enhancing its service and ensuring customers receive the support they need.