If I could give British Gas zero stars, I would! The worse customer service ever! My mum has dementia and they failed to acknowledge this when we contacted them on three different occasions to pay a bill for her that she could not pay herself. She has not lived at her house since October 2023 meaning only a tiny amount of gas / electric had been used. When we received her bill in February it was clear she had been over charged. We contacted British Gas and told them about mum's condition and asked them to make a note of this on her account. They did not note this on the account. They were given the correct readings and they said they would send out a new bill. Mum didn't get a new bill but a threating letter from BW Legal in early March! I contacted British Gas again (on the 23rd of March), made them aware of mum's condition again and asked them to send out the correct bill! Yet again we received another letter from BW legal (letter dated 27th of March) but no bill! In their letter they said " We understand that there may be a reason why you have not been in contact with British Gas". We have been in contact with British Gas, but they failed to send out the new bill. Today, 3rd of April, mum still has not received a correct bill. I contacted British gas by phone to pay the bill and it took nearly 2 hours to make a payment. The automation system did not work and they wouldn't take the payment verbally. When I tried to put in a complaint about the poor service due to them not sending out the correct bill and their failure to acknowledge the needs of a vulnerable customer. They showed a lack of compassion and said I could not put a complaint in because I was not the account holder! I have now made the decision to switch energy suppliers for mum. When you are dealing with a disease like dementia, you want big companies like British Gas to be sympathetic and helpful. They were told from the beginning that we just wanted to pay the bill for mum (she has the funds), but you can't pay a bill if it is incorrect and you are not sent the correct bill! British Gas say that they are a dementia - friendly utility company, and train their staff to be aware of the impact of dementia. They have failed in their own words and practice to do this!