Millions let down by shoddy customer service, Which? says
Energy suppliers, telecoms companies and banks are failing in every area of customer service as “standards plumb new depths”, according to new research.
Which?, the consumer group, has found that millions of people are routinely being ignored or left on hold by businesses and when they do get through, their problems are compounded by uncaring or poorly trained staff or ineffective chatbots.
Some large companies were offering “shockingly poor” service, Which? said. It highlighted one case where it took British Gas five months to resolve sending a priority customer an incorrect bill for £8,000. Priority customers are those considered vulnerable or at risk in some way because they are old or ill.
The consumer group surveyed nearly 3,500 members of the public about their most
