British Gas has come under intense scrutiny as it grapples with an overwhelming surge of customer complaints related to exorbitant energy bills and inadequate service. In 2024 alone, the company received 400,000 complaints, adding to the 1 million it recorded the previous year. The energy supplier has been identified as the most complained about, even when adjusted for its substantial customer base of 7.5 million households. This issue has persisted despite British Gas's efforts to improve customer service, including a £50 million investment and the addition of 700 frontline advisers.
The company extended its call centre hours in a bid to address the complaints. However, many customers have expressed dissatisfaction with slow response times and unresolved billing issues. Jonathan Hattersley, a 66-year-old retiree from Cambridgeshire, is one of many who have shared their frustrations. He received a bill of £1,341.83 for slightly over seven months in his one-bedroom flat, which he described as almost double his usual amount.
“There are many emails I have going back and forth, with astonishing claims of my energy usage in my tiny flat,” – Jonathan Hattersley
Hattersley's ordeal did not end there. After moving to the Canary Islands and closing his account, he received another bill exceeding £500 for the same property.
“Being an honest chap, I contacted them and got a whacking great bill, including from a period when I did not even live here,” – Jonathan Hattersley
The ratio of complaints against British Gas has more than doubled since early 2021 and is nearly three times higher than the complaint rate for Octopus Energy, one of its competitors. The increase in grievances coincides with a surge in wholesale gas prices following Russia's 2022 invasion of Ukraine, which led to the collapse of 29 energy suppliers and significantly increased household bills.
Despite these challenges, British Gas contributed to Centrica's impressive profit of £1 billion for the first half of the year. However, the company's high complaint rate and criticism regarding customer service remain pressing issues.
“Despite British Gas’s recent customer service investment, our 2024 data suggests their customer service isn’t improving dramatically.” – Concha
Concha further elaborated on the widespread dissatisfaction among customers.
“We’ve heard from scores of British Gas customers, with many saying they’ve struggled to get a quick response to their query and others with horror stories about costly billing issues.” – Concha
The ombudsman reported receiving 6,758 complaints from British Gas customers between July and September last year, equating to 53.7 complaints per 100,000 customers.
“In an essential sector like energy, this is completely unacceptable. British Gas must ensure they are providing the service their customers deserve and are quickly and efficiently resolving complaints.” – Concha
The energy crisis has placed additional strain on energy suppliers across the UK. However, British Gas's persistent issues with customer service have drawn particular ire. Many customers have recounted tales of frustration and despair over their interactions with the company.
“I am getting heartily sick of it, and not a little depressed, if I am honest,” – Jonathan Hattersley