British Gas has been rated worst for customer service by Which? again (Image: Getty)
has been rated the worst for customer service again with satisfaction slipping, according to new figures from Which?.
A report from the leading consumer group first shared with found the service offered by energy giant offers had slumped across all the ways it measures satisfaction since its last analysis of the energy sector last year.
Rocio Concha, a Policy Director at Which? warned British Gas and any other firms not doing enough on customer service that they “need to up their game”.
He said: “It is never OK for firms to provide sub-standard customer service, but in an essential sector like , which provides vital services millions rely on every day, it is unacceptable.
“British Gas and any other firms falling short need to up their game and give customers the service they deserve.”
British Gas pushed back against the findings (Image: Getty)
He added companies must focus on ensuring calls and emails are answered promptly and customers are provided with helpful advice and support.
The Which? survey of 4,000 adults found over half who contacted British Gas for help reported a problem with the company’s response, according to the .
A third weren’t satisfied with the length of time it took to speak to someone who was able to help. The survey also showed 15% of respondents said advisers weren’t helpful or were dismissive. said they weren’t given good advice or support.
Which? said those sentiments were extremely concerning as they showed British Gas customers were facing issues at the start of their customer service journey and were often left without a satisfactory outcome.
British Gas challenged the findings, saying they were at odds with the results of customer satisfaction surveys published by the regular , Citizen’s Advice and Uswitch.
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A spokesperson for the company said: “These independent studies have all confirmed that we are going in the right direction, and our customer service is improving, with the number of complaints down and call wait times cut by 60% compared to 2023.
“Delivering the best possible service to our customers continues to be a top priority for British Gas.”
The company was found to be one of the worst in the industry for customer service in the Which? report from May 2024.
British Gas was last month revealed to have been overtaken by rival Octopus Energy as the UK’s largest household energy supplier in a report by energy consultancy Cornwall Insight.
In response, Chris O’Shea, Chief Executive of British Gas owner Centrica, said prices and customer service would continue to be his “obsession”.