Which? comments on the news that Centrica, the owner of British Gas, has seen profits drop from record highs as energy market stabilises

Rocio Concha, Which? Director of Policy and Advocacy, said:

“Despite their recent customer service investment, our research shows British Gas still has plenty of room for improvement. Our latest research named British Gas one of the worst energy firms for customer service - with half (50%) of British Gas customers saying they experienced at least one customer service issue when they contacted their provider in the year to May 2024.

"It is never OK for firms to provide sub-standard customer service, but in an essential sector like energy, which provides vital services millions rely on everyday, it is completely unacceptable. British Gas must ensure they are properly supporting customers with any issues and that any new customer service measures being introduced are effective."

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