British Gas Email Complaints: What Customers Are Facing in 2025

British Gas Email Complaints: What Customers Are Facing in 2025

British Gas remains one of the UK’s leading energy providers, serving millions across England, Scotland, and Wales. Yet, like many large utilities, it has faced growing scrutiny over email communication in recent years. Recent customer feedback and support ticket analytics reveal persistent concerns about responsiveness, clarity, and resolution timing. This article explores the most common British Gas email complaints in 2025, the root causes, and how the company is adapting to meet modern customer expectations.

Primary Complaint 1: Slow Response Times and Unresolved Issues

One of the most widespread British Gas email complaints centers on delayed replies. Customers report waiting over 48 hours—sometimes several days—for acknowledgment of urgent inquiries, particularly around billing disputes, meter readings, or service interruptions. According to a 2024 Ofcom report, nearly 40% of utility customers experience email response times exceeding 24 hours, with British Gas ranking near the lower end of average performance among major providers. For vulnerable users—such as elderly customers or those managing tight household budgets—this lag creates real financial and emotional stress.

The root cause often lies in high-volume inbound traffic routed through centralized support systems, leading to backlogs during peak periods like billing cycles or extreme weather events. While British Gas claims improvements in AI triage and staffing models, many users note inconsistent follow-up and a lack of proactive updates.

Secondary Concern 2: Poor Clarity and Repeated Messaging

Beyond speed, tone and clarity in email responses remain a critical issue. Customers frequently describe receiving generic, templated replies that fail to address unique circumstances. Phrases like