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British Gas has retained its position as the worst energy supplier in Britain for customer service, following a decline in customer satisfaction over the past six months, according to a report from a consumer group.

A Which? survey shared with the Guardian has revealed that British Gas has experienced a decline in all areas of customer service since its last evaluation of the energy sector.

While customer service has generally improved across the industry, it has deteriorated for British Gas customers, as indicated by a survey of 4,000 adults nationwide.

Rocio Concha, a policy director at Which?, stated that it is never acceptable for firms to provide sub-standard customer service, especially in an essential sector such as energy.

Concha emphasized that British Gas and other underperforming firms must enhance their customer service by promptly responding to calls and emails and providing helpful advice and support.

These findings come shortly after British Gas lost its position as Britain’s largest energy supplier to Octopus Energy, a change that the chief executive of its parent company, Centrica, stated should focus staff attention on improving customer service.

Chris O’Shea stated that he regularly assesses how quickly calls are answered, complaint rates, customer prices, and service quality, and these will continue to be priorities for him.

The survey found that over half of individuals who contacted British Gas for assistance encountered issues with the response they received, and one-third were unsatisfied with the time it took to reach someone for help.

Once customers were able to connect with the supplier, 15% reported speaking with unhelpful or dismissive advisors, while 14% felt they were not provided with adequate advice or support.

Which? expressed strong concern over these results, indicating that British Gas customers are not only encountering issues at the start of their customer service experience but also often failing to obtain a satisfactory resolution.

A spokesperson for British Gas stated that the report’s findings contradict recent customer satisfaction results from organizations such as Ofgem, Citizens’ Advice, and Uswitch.

British Gas was also among the industry’s lowest-rated suppliers for customer service in a previous Which? report from May of last year, alongside Scottish Power.

The most recent survey in November showed an improvement in satisfaction among Scottish Power customers, proving that enhancing customer satisfaction is possible in a short period, according to Which?.

Source: https://www.theguardian.com/business/2025/feb/24/british-gas-worst-customer-service-which-energy