British Gas received 1.4 million complaints over the past 18 months, highlighting ongoing customer service issues, according to a report by the consumer group Which?
The latest figures coincide with parent company Centrica PLC's (LSE:CNA) half-year profits exceeding £1 billion. From January to June this year alone, there were 411,000 complaints, in addition to one million grievances in 2023.
Despite hiring 700 new customer service employees last November, the volume of complaints remains high. CEO Chris O’Shea, criticised for his £8.2 million pay package in 2023, acknowledged the need for further improvement.
Rocio Concha from Which? expressed concern over the high number of complaints, particularly during a period of elevated energy bills.
British Gas has invested £50 million in customer operations, which includes extended call centre hours and additional staff training. Complaints have reportedly decreased by 30% year-on-year.