We are ensuring that we treat Customers fairly and we take this responsibility very seriously. We are proud that so many people in Britain ask British Gas to supply them with gas and electricity.
It is very important to us that we treat our Customers fairly.
We know that the level of trust in energy companies, including British Gas, is currently low. We want to win back that trust. We have made progress in recent years – whether it's taking the lead in fitting smart meters to improve bills or writing regularly to Customers telling them if we have a cheaper deal for them. Many of our Customers tell us they're very satisfied with the service we provide.
But there is more to do. Focusing specifically on fairness will help to ensure that we are changing and improving in the right way, and with the interests of all our Customers in mind.
This review is just a step towards that goal. In it, we explain:
If you have any comments or questions on this review, or feel that you would like to contribute to the topic of fairness, please email us at customerfairness@BritishGas.co.uk or write to the Customer Fairness Team, 30 The Causeway, Staines, TW18 3BY. We would be very pleased to hear from you.
British Gas Residential
British Gas Customer Fairness Committee