British Gas recorded the lowest customer service satisfaction of any UK energy supplier in Which?'s latest survey, published on 24 February 2025, with its net score falling four points to +391. The consumer body said the result "clearly makes British Gas the worst energy provider for customer service"1.
Across the sector, 72 per cent of those who made contact were satisfied and 15 per cent dissatisfied, giving a net score of +58, a seven point rise on the +51 recorded six months earlier1. The proportion reporting at least one problem fell from 42 per cent to 36 per cent over the same period1.
British Gas moved the other way. Half (51 per cent) of its customers who made contact reported at least one problem, one in four (24 per cent) said they waited a long time on the phone before speaking to an adviser, 15 per cent reported unhelpful or dismissive advisers and 14 per cent said they were not given good advice or support1. On how long it took to reach a person who could help, British Gas scored +24, with 55 per cent satisfied and 31 per cent dissatisfied1.
Scottish Power improved sharply, with overall satisfaction rising eighteen points to +56, and the share of its customers reporting problems falling from 55 per cent in May 2024 to 46 per cent in November 20241.
| Provider | Net overall customer service satisfaction, November 2024 | Change on six months earlier |
|---|---|---|
| Sector average | +58 | +7 |
| Scottish Power | +56 | +18 |
| British Gas | +39 | -4 |
"Across all our metrics of satisfaction British Gas has worsened over the past six months, with a fall of four points in overall customer service satisfaction (+39). This clearly makes British Gas the worst energy provider for customer service."
The sector's weakest area remains the time taken to reach someone who can help, where net satisfaction is +48, reflecting 67 per cent satisfied and 20 per cent dissatisfied1. Satisfaction with how long it took to get an answer to a query stands at +52, up six points in six months1. Which? has not reported separate call waiting times or complaint volumes for individual suppliers in this release.
Why it matters for households
Customer service is the point at which a household's energy arrangements are tested: a billing error, a meter fault, a disputed balance or a failed switch all require a supplier to respond. A net score of +39 for British Gas means a materially larger share of its contacting customers end the process dissatisfied than is typical across the sector, and half report hitting at least one problem along the way1. For a household trying to keep control of what it spends on gas and electricity, unresolved queries and slow answers delay the correction of errors and can leave direct debits or account balances wrong for longer than they should be. The gap between the sector average and the weakest performer is also a reminder that service quality varies widely between UK energy suppliers, and that it sits alongside price and contract terms as part of what a household is choosing between. Which? has published comparative satisfaction data for individual providers, including customer service ratings and complaints data, and has separately examined call waiting times.
What happens next
Which? said it repeated the research to see whether providers had improved since its May 2024 survey, and that it has been calling on the worst-performing companies to improve1. No further survey date or regulatory action is given in the published findings. Ofgem's own customer service data is cited as showing satisfaction rising over a similar period, but no figures from that dataset are reproduced in the Which? article1.