To the British Gas Customer Service Team,(Or whatever black hole of empathy, professionalism and competence this might actually reach)Subject: Congratulations on Setting a New Low in Customer ServiceI am the wife of the gentleman who has been so politely, patiently and doggedly trying to deal with you for almost 2 years. Let me begin by congratulating you. In an era when most large companies are merely cold, incompetent and faceless, British Gas has truly outdone itself. You have managed to elevate negligence, bureaucracy and emotional cruelty to an art form. Bravo.For nearly two years, we have been trapped in what can only be described as an elaborate theatre of absurdity, brought to us by your endlessly incompetent team. Broken meters. Conflicting bills that read like works of fiction. A stream of red demands for payment addressed to dead people. Legal threats from bailiffs after debts were written off. Your performance would be almost impressive if it weren’t so deeply offensive, distressing, and absolutely unjust.The concept of bereavement support seems to have completely eluded you. Rather than offering any semblance of compassion or basic human decency, your strategy appears to be simple: grind people down with fatigue. Confuse them. Delay them. Wear them out until they give up. It’s a heartless, cynical approach — and one you’ve executed with consistent, mechanical cruelty. It highlights your obvious strategy of money grabbing greed and theft from the most vulnerable customers. Every attempt to deal with your customer service team has felt like screaming into the void. On the rare occasion a response does arrive, it is either contradictory, incorrect, or so tone-deaf it might as well have been written by a bot trained by a child in nursery.Even when the Ombudsman sided with us (a rare sliver of validation in this farce), your response was characteristically British Gas: slow, uncooperative and ultimately pointless. Recommendations were ignored, deadlines missed, and the same dead-end loop of letters and red bills kept spinning — as if the death of a customer were just an inconvenient technicality in your billing system.The absolute crowning glory? Receiving bailiff threats for a deceased person after the debt was written off. It's one thing to be inefficient — quite another to be cruel. But you’ve demonstrated time and again that you’re capable of both in equal measure.To summarise: British Gas is not merely incompetent. You are shameless, insensitive, unreachable and utterly unfit to manage something as essential as energy provision. You do not understand compassion. You do not understand accountability. And you certainly do not understand the human cost of your failures.Your customer service is an insult to the word “service.” Your internal coordination is non-existent. Your billing system is a joke. And your values — assuming you still pretend to have any — are in tatters.I’m signing this not as a customer — I refuse to be called that - and thank the Lord I am no longer one - but as a decent human being, something clearly in short supply at British Gas.Sincerely (but without the slightest respect),N K
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