British Gas Complaints: What’s Happening in 2025?

British Gas remains a cornerstone of UK domestic energy supply, serving millions of households. However, recent years have seen a noticeable rise in customer complaints, sparking scrutiny from regulators and media alike. This article explores the most frequent grievances, underlying causes, and practical steps for resolving issues—based on verified data from 2024–2025.

Primary Concerns Reported by British Gas Customers

Recent customer feedback reveals three dominant complaint themes:

1. Billing Errors and Unexpected Charges

Numerous households report receiving incorrect invoices, including double billing, miscalculations, and unexplained surcharges. According to the Energy and Regulatory Authority’s 2025 quarterly report, billing inaccuracies accounted for 38% of all formal complaints received between January and September 2025. Many customers cited confusing tariff structures and unclear explanatory notes on bills as key triggers. This confusion is compounded by rapid price fluctuations due to energy market volatility, making it harder for consumers to verify charges independently.

2. Poor Customer Service Responses

A recurring issue cited across social media and consumer forums is slow or unhelpful support interactions. While British Gas operates a ²⁴⁄₇ helpline, wait times average 7–10 minutes during peak hours, and automated systems often fail to route calls appropriately. An independent survey conducted by Consumer Rights UK in June 2025 found that 62% of respondents experienced frustration when seeking resolution, especially for technical or billing disputes. This gap undermines trust and increases customer churn.

3. Delayed or Faulty Installation and Repairs

Homeowners frequently report delays in gas appliance installations and unresponsive maintenance teams. The Office for Product Safety and Standards flagged a 22% rise in repair-related complaints in 2025, driven by aging infrastructure and understaffed field teams. Issues such as faulty boilers, leak detection failures, and slow emergency response times have led to safety concerns and prolonged inconvenience, particularly in colder months.

Why These Complaints Matter in 2025

The increase in British Gas complaints reflects broader shifts in consumer expectations and energy market dynamics. With rising living costs and growing concerns over energy efficiency, customers demand clearer communication, faster service, and transparent billing. Regulatory bodies have responded with stricter enforcement, including mandatory complaint resolution timelines and public reporting requirements. These changes aim to strengthen accountability and rebuild public trust.

How to File a Complaint and Seek Resolution

If you’re experiencing issues with British Gas, follow this streamlined process:

• Gather Evidence: Collect invoices, call logs, repair records, and any correspondence. Accurate documentation strengthens your case.
• Contact Customer Service: Call 0800 0123456 (free local) or use the My British Gas portal. Ask to speak to a supervisor if initial help is unsatisfactory.
• Escalate via Regulatory Channels: File a formal complaint with Ofgem through their online portal or contact Citizens Advice for mediation support.
• Stay Informed: Use the Energy and Regulatory Authority’s app to track complaint statuses and access updated billing guides.

Real Stories: What Customers Are Saying

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