British Gas faces customer service backlash again as its satisfaction scores drop. A new report reveals that customer service has worsened over the last six months. The latest survey from Which? shows British Gas ranking as Britain’s worst energy supplier for service.
While the energy sector has improved overall, British Gas faces customer service backlash again due to growing dissatisfaction. The survey of 4,000 adults found more than half of British Gas customers had issues when seeking help. A third struggled to reach a helpful representative.
Rocio Concha, policy director at Which?, criticized poor service in the energy sector. “Firms must provide good customer service, especially in an essential industry like energy,” she said. “British Gas and others need to improve. Customers deserve quick responses and helpful advice.”
British Gas lost its title as Britain’s largest energy supplier weeks ago. Octopus Energy overtook it for the first time in 40 years. Centrica CEO Chris O’Shea responded, urging staff to prioritize customer service. “I focus daily on call response times, complaint rates, and service quality,” he said. “This remains my priority.”
The survey highlights key issues. Around 15% of British Gas customers reported speaking with dismissive advisers. Another 14% said they received poor advice or support. Many struggled with long wait times before speaking to someone helpful.
Which? warned that these problems leave many customers frustrated. “British Gas customers struggle from the start and often don’t get proper resolutions,” the report stated.
A British Gas spokesperson disagreed with the findings. “These results contradict reports from Ofgem, Citizens Advice, and Uswitch,” they said. “Independent studies confirm we’re improving. Complaints are down, and call wait times have dropped by 60% since 2023.”
British Gas faces customer service backlash again despite previous criticism. Last year’s Which? report also ranked it among the worst. Scottish Power, which performed poorly in May, has since improved.
The November survey showed that 71% of Scottish Power customers were satisfied. Only 14% remained unhappy. This improvement pushed its satisfaction score up by 18 points, bringing it in line with industry standards.
The results show that energy companies can improve service quickly. British Gas now faces pressure to do the same.
Stay tuned to London Pulse News for further updates on British Gas’s customer service struggles and how the energy giant plans to regain trust.
