British Gas ads BANNED for suggesting emergency callouts happen at short notice

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British Gas ads bannedfor suggesting emergency callouts happen at short notice

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British Gas said it had followed lockdown and safety guidance and maintained essential services, but temporarily suspended non-essential services such as annual service visits in order to protect customers and staff.

The ASA said that customers would understand from the adverts that they would be able to call out engineers at short notice to deal with urgent issues. British Gas said that in January 2021 it responded to 97.53% of jobs within one day where customers were vulnerable or whose health could be a risk without heating and hot water, or who had an uncontrollable leak.However, the ASA said these figures did not account for customers not classified as vulnerable but who had experienced issues which could still be considered as emergencies.

“However, we understood that the company’s ability to maintain services levels for all but the most vulnerable customers had been significantly disrupted by a combination of Covid-19 lockdown and industrial action by their employees.A British Gas spokesperson said: “We’re disappointed at the outcome and are seeking an independent review of the Council’s decision.

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