British Gas still has poorest customer service

London, U.K. — (METERING.COM) — October 29, 2007 – Independent U.K. gas and electricity consumer watchdog energywatch says British Gas customers are three times more likely to have problems than customers of other suppliers on average, after it published new company performance figures recently. The figures show that in two years there has been a fourfold increase in the number of British Gas customers contacting energywatch for help.

energywatch is now publishing statistics on total cases which include complaints, enquiries and empowerment (cases where the consumer has been transferred to their supplier’s dedicated complaint handing team), not simply complaint cases as previously. Suppliers are given a ranking for their performance in each area as follows:

  • Total Cases
  • Account & Billing Cases
  • Direct Selling Cases
  • Transfer Cases
  • Gas Cases
  • Electricity Cases, and
  • Complaints.

Graham Kerr of energywatch said: “These figures show how most of the household names in the energy industry still have not got to grips with customer service. It is imperative that high quality complaint handling standards are adopted before energywatch’s services disappear in October next year.

“Despite signs of improvement by BG over the summer the company is still in a league of its own when it comes to providing poor customer service. These new figures show that compared with the best performing company (Scottish and Southern Energy) British Gas customers are seven times more likely to need to come to energywatch for help.

“BG has had a year to put things right and progress has been slow. However, there’s little doubt that the frustration we feel is as nothing compared with the frustration felt by thousands of BG customers who have been let down by poor customer service.”