British Gas’ boiler coverage wing was the UK’s most complained about insurance provider in 2022, according to the Financial Conduct Authority (FCA).
That’s despite an average 83% rise in prices for customers implemented by the Centrica PLC (LSE:CNA)-owned energy supplier in late March.
According to the FCA figures, over double the number of customers complained over British Gas' coverage than the second most dissatisfied group of consumers, served by Aviva.
More than 230,000 complaints were made over British Gas’ boiler coverage, compared to 117,000 about Aviva, with many relating to cancelled or missed appointments and long waiting times.
For ‘complete’ coverage, including emergency plumbing and electrical repairs, British Gas charges £27 per month, higher than rivals EDF Energy and E.ON, which bill customers £18 and £15.99 respectively.
A British Gas spokesperson responded explaining that some six million home visits had been carried out in 2022, while 99% of emergencies at vulnerable houses were dealt with within 24 hours.
“We are constantly looking at how we can improve and we will continue to focus on how we can deliver the best service to our three million HomeCare customers,” they said.
“Our complaints figures have improved significantly and have fallen by almost 50% in the second half of 2022 and continue to do so.”
The news marks another blow for British Gas, which was slammed earlier this year after an investigation by The Times found the company had employed third-party contractors that broke into vulnerable homes to force-fit prepayment meters.