In the British Gas advert, a gas repairer arrives on the same day as a family’s gas boiler stops working.
The advert shows the sun freezing in the sky when the boiler stops – quickly followed by a British Gas repairer arriving.
But advertising watchdog the Advertising Standards Authority (ASA) judged this to be misleading – especially as the end of the advert referred to customers’ ability to reach British Gas ‘even over Christmas’. It’s now banned the advert from appearing again.
Although customers could call British Gas 24 hours a day, the ASA heard how British Gas’ response time depended on the type of problem and whether the customer was perceived to be vulnerable or at risk.
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