British Gas lambasted for using premium-rate helpline number

Beleaguered utility provider British Gas is under fire for poor customer service after being fined for keeping consumers on hold for an “unreasonable amount of time” on a premium-rate number.

Online comparison service uSwitch lambasted the Centrica-owned utility for what it describes as a “kick in the guts” for Click Energy consumers enquiring about an increase in their tariffs.

ICSTIS, the premium rate services regulator, fined British Gas £5,000 for keeping Click Energy customers on hold after investigations revealed lengthy waits on the phone with no warning of the cost. product strategy manager Tim Wolfenden says/ “It is unacceptable for customers to pay 75p a minute when they have a query with their tariff. This is compounded by the fact these customers saw energy prices rise 12.5% for gas and 9.5% for electricity after British Gas lifted the price freeze enforced last September.”

ICSTIS insisted British Gas refund all consumers who were kept on hold and criticised Cable & Wireless, provider of the premium-rate service, for failing to make British Gas aware of its responsibilities around the code of practice on premium rate telephone services. British Gas call centre staff were found to be giving incorrect information on the cost of the calls when queried by consumers, variously saying they were 3p or 60p a minute.

A spokeswoman for British Gas says: “We acknowledged our mistake and immediately changed the contact number. Our Click Energy customers continue to enjoy some of the most competitive rates available and will soon, like other British Gas customers, be enjoying a price cut.”

Latest from Marketing Week


Access Marketing Week’s wealth of insight, analysis and opinion that will help you do your job better.

Register and receive the best content from the only UK title 100% dedicated to serving marketers' needs.

We’ll ask you just a few questions about what you do and where you work. The more we know about our visitors, the better and more relevant content we can provide for them. And, yes, knowing our audience better helps us find commercial partners too. Don't worry, we won't share your information with other parties, unless you give us permission to do so.

Register now


Our award winning editorial team (PPA Digital Brand of the Year) ask the big questions about the biggest issues on everything from strategy through to execution to help you navigate the fast moving modern marketing landscape.


From the opportunities and challenges of emerging technology to the need for greater effectiveness, from the challenge of measurement to building a marketing team fit for the future, we are your guide.


Information, inspiration and advice from the marketing world and beyond that will help you develop as a marketer and as a leader.

Having problems?

Contact us on +44 (0)20 7292 3703 or email

If you are looking for our Jobs site, please click here