December 2025 - British Gas

This week Watchdog investigates British Gas. We have heard from our viewers who have told us that after suffering a recent bereavement, they have been continually contacted or chased for bills for their departed loved one's account. This continued to happen after they had been in touch with British Gas asking its bereavement team to cancel them. Furthermore, Debs’ ex-husband’s account had hundreds of pounds of credit in it but she had to wait months to receive the money.

British Gas told us that it handles over 80,000 customer contacts on bereavement every year, and has clear processes that it follows, and continually reviews, to ensure cases are handled correctly and sensitively. It admitted that occasionally things go wrong and when they do, its intention is to put things right. British Gas said it understands that dealing with bereavement is extremely difficult, and that it has apologised to the case studies we featured for their experiences, and remains in touch with them to finalise the updates for the accounts.

You can watch the VT here, for 28 days - https://www.bbc.co.uk/iplayer/episode/m002n1xf/the-one-show-03122025