This article is from the source 'bbc' and was first published or seen on . It will not be checked again for changes.
You can find the current article at its original source at http://news.bbc.co.uk/go/rss/-/1/hi/business/6100780.stm
The article has changed 5 times. There is an RSS feed of changes available.
| Version 3 | Version 4 |
|---|---|
| British Gas complaints 'double' | British Gas complaints 'double' |
| (4 days later) | |
| British Gas is not only the UK's most expensive energy provider, it also provides the worst customer service - according to research from Energywatch. | British Gas is not only the UK's most expensive energy provider, it also provides the worst customer service - according to research from Energywatch. |
| The consumer watchdog said complaints about British Gas in the six months to September were twice last year's total, while complaints about its rivals fell. | The consumer watchdog said complaints about British Gas in the six months to September were twice last year's total, while complaints about its rivals fell. |
| The top problems were inaccurate bills and the lack of response to enquiries. | The top problems were inaccurate bills and the lack of response to enquiries. |
| British Gas said the service problems were a "temporary situation" and improvements had already been seen. | British Gas said the service problems were a "temporary situation" and improvements had already been seen. |
| Investment | Investment |
| "We've been putting a new billing system into place this summer and training over 10,000 frontline staff, as well as recruiting 500 extra staff," a British Gas statement said. | "We've been putting a new billing system into place this summer and training over 10,000 frontline staff, as well as recruiting 500 extra staff," a British Gas statement said. |
| Guide to how bills have risen | Guide to how bills have risen |
| "This is part of a £400m investment we are making to transform the way we deal with customers. | "This is part of a £400m investment we are making to transform the way we deal with customers. |
| "We are confident the investments in service being made will restore our position as one of the UK's top rated energy suppliers." | "We are confident the investments in service being made will restore our position as one of the UK's top rated energy suppliers." |
| The Energywatch statistics are featured as part of an investigation by BBC One's Watchdog programme, to be shown on Tuesday night. | The Energywatch statistics are featured as part of an investigation by BBC One's Watchdog programme, to be shown on Tuesday night. |
| Energywatch said it received 15,433 complaints about British Gas in the six months to September, more than double the same period in 2005. | Energywatch said it received 15,433 complaints about British Gas in the six months to September, more than double the same period in 2005. |
| In contrast, complaints about EDF Energy, Powergen, nPower, Scottish and Southern Energy and Scottish Power had all decreased. | In contrast, complaints about EDF Energy, Powergen, nPower, Scottish and Southern Energy and Scottish Power had all decreased. |
| Lack of response | Lack of response |
| One of the most common problems was the lack of response to customer enquiries - British Gas says it tries to answer customers' calls within 60 seconds. | One of the most common problems was the lack of response to customer enquiries - British Gas says it tries to answer customers' calls within 60 seconds. |
| It's a question of caring Allan Asher, Energywatch | It's a question of caring Allan Asher, Energywatch |
| Watchdog got its researchers to ring four of British Gas's most common customer service numbers ten times each, calculating the waiting time from the time of dialling until the moment an operator answered in person. | Watchdog got its researchers to ring four of British Gas's most common customer service numbers ten times each, calculating the waiting time from the time of dialling until the moment an operator answered in person. |
| It took an average of nine minutes for the calls to be answered, and on one occasion it was 47 minutes before anyone replied. | It took an average of nine minutes for the calls to be answered, and on one occasion it was 47 minutes before anyone replied. |
| "Watchdog viewers have been exposing problems with British Gas for years - in fact the company has been on the programme more times than almost anyone else," said the programme's editor Rob Unsworth. | "Watchdog viewers have been exposing problems with British Gas for years - in fact the company has been on the programme more times than almost anyone else," said the programme's editor Rob Unsworth. |
| British Gas has lost two million customers over the past two years, leaving them with 10 million gas and five million electricity customers. | British Gas has lost two million customers over the past two years, leaving them with 10 million gas and five million electricity customers. |
| Energywatch said that in proportion to their share of the energy supply market, British Gas receives twice as many complaints as the next provider. | Energywatch said that in proportion to their share of the energy supply market, British Gas receives twice as many complaints as the next provider. |
| "Everyone loses from poor customer service - and it makes absolutely no business sense at all," said Allan Asher, chief executive of Energywatch. | "Everyone loses from poor customer service - and it makes absolutely no business sense at all," said Allan Asher, chief executive of Energywatch. |
| "It's a question of caring." | "It's a question of caring." |
| Energywatch said it had alerted industry regulator Ofgem to the problems. | Energywatch said it had alerted industry regulator Ofgem to the problems. |
| Watchdog, Tuesday 31 October, 7pm, BBC One | Watchdog, Tuesday 31 October, 7pm, BBC One |