Centrica PLC subsidiary British Gas has been named the country’s worst energy supplier in terms of customer service.
Consumer group Which? found that satisfaction levels have fallen over the past six months for the company, while across the wider industry customer service broadly improved.
A survey found over half of customers who contacted British Gas for help flagged problems with the response, a report, first cited by the Guardian, said.
One-third said they were dissatisfied with how long getting in touch with a staff member who could help took, it added.
“British Gas and any other firms falling short need to up their game and give customers the service they deserve,” Which? policy director Rocio Concha said.
“They must focus on ensuring that calls and emails are answered promptly and that customers are being provided with helpful advice and support.”
British Gas recently lost its spot as Britain's largest energy supplier for the first time in 40 years to Octopus.
A British Gas spokesperson dubbed the Which? report “at odds with the latest customer satisfaction findings published by organisations including the industry regulator Ofgem, Citizen’s Advice and Uswitch”.
“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.”