British Gas has seen complaints from customers more than double since last year, according to Energywatch.
British Gas has seen complaints from customers more than double since last year, according to Energywatch.
From October 2006 to March 2007, the firm had 21,427 complaints, of which most were from customers disputing their bills, said the watchdog body.
From October 2006 to March 2007, the firm had 21,427 complaints, most of which were from customers disputing their bills, said the watchdog body.
The firm's share of the electricity and gas market is 30%, but it attracted over 70% of the industry's complaints.
The firm's share of the electricity and gas market is 30%, but it gained more than 70% of the industry's complaints.
British Gas admitted that it is having problems with a new computerised billing system.
British Gas admitted that it was having problems with a new computerised billing system.
Energywatch said the total number of complaints and enquiries from British Gas customers hit a record 14,001 last month.
Extra staff
Extra staff
British Gas said it had taken on 800 extra staff to deal with customer queries. But a spokesman said the firm's performance was "not in a place where we want it to be".
Energywatch said that the total number of complaints and enquiries from British Gas customers hit a record 14,001 last month.
"It had a problem when it migrated a lot of customers' accounts from one database to another, and that's going to cause a problem for any company," Energywatch's campaigns director Adam Scorer told the BBC.
"But it has compounded the error by not having the level of customer service, and the ability to handle customer complaints, in a way that leaves customers assured that British Gas is taking their problem seriously."
British Gas said it had taken on 800 extra staff to deal with customer queries, but a admitted the firm's performance was "not in a place where we want it to be".
It said its new managing director, Phil Bentley, had made a personal commitment to putting its customer service level "back to where it should be" and that it "very much regretted" that customers had suffered bad experiences.
It added it had installed a new billing system, which it claimed would "greatly improve service".
The majority of complaints over the six month period - 15,456 - were about billing, said Energywatch, on subjects including incorrect meter readings and out-of-date account details.
The majority of complaints over the six month period - 15,456 - were about billing, said Energywatch, on subjects including incorrect meter readings and out-of-date account details.
Refund woes
While British Gas complaints have more than doubled, most other suppliers have at least halved their complaints on a year-by-year basis.
While British Gas complaints have more than doubled, most other suppliers have at least halved their complaints on a year-by-year basis.
Customers complained about delays in issuing refunds, failure to amend account details even when they had already told the firm, and money being taken from their accounts even after transferring to another supplier, according to data from Energy Watch.
Customers complained about delays in issuing refunds, failure to amend account details even when they had already told the firm, and money being taken from their accounts even after transferring to another supplier, according to data from Energy Watch.
The firm with the next highest number of complaints, NPower had 2,535 complaints, or 9% of the total, followed by Scottish Power with 6% and Powergen with 5%.
The firm with the next highest number of complaints, NPower had 2,535 complaints, or 9% of the total, followed by Scottish Power with 6% and Powergen with 5%.
Meanwhile EDF (Electricite de France) had 4% of complaints, while SSE (Scottish and Southern Energy) had 1% of complaints.
Meanwhile EDF had 4% of complaints, while Scottish and Southern Energy had 1% of complaints.
Have you had problems with your gas and electricty bills? Have you noticed any improvement in the service of your energy provider?
