London, January 19, 2026, 14:03 GMT — Regular session
Centrica (CNA.L) shares slipped on Monday following a consumer survey that once again ranked its British Gas unit near the bottom for customer service. By 1343 GMT, the stock had fallen 0.99% to 180.3 pence.
Which? has named Scottish Power, EDF, and British Gas as the worst energy suppliers in its latest annual ranking, with British Gas scoring just 59%, ITV reported. Emily Seymour, energy editor at Which?, said “some big firms … are letting their customers down.” She added that fixed tariffs cheaper than the energy price cap would prompt customers to “vote with their feet.” A Centrica spokesman countered that complaints have dropped “over 20% each year for the past two years.” ITVX
This matters now since retail supply runs on churn. When more households jump between deals, service hiccups can rapidly turn into lost accounts—and fixing those is costly, especially with call centres and billing staff already maxed out.
The drop in UK stocks followed President Donald Trump’s tariff threat targeting Britain and seven other European nations unless the U.S. could purchase Greenland. The FTSE 100 slipped 0.6%. U.S. markets were closed for Martin Luther King Jr. Day, leading to lighter trading volumes.
Centrica’s shares fluctuated from 179.7 pence up to 183.05 pence during the session, following a prior close of 182.1 pence, per data from Investing.com.
Investors are closely tracking the UK price cap — Ofgem’s limit on unit rates and standing charges for default tariffs — and its impact on customer behaviour. While a lower cap can help reduce bills, it squeezes supplier margins. On the flip side, a higher cap tends to invite more political and regulatory pressure.
However, the link between a league table and earnings isn’t straightforward. Firms can offset churn by adjusting prices, and a tough winter in call centres doesn’t necessarily translate directly into profits.
Next on the agenda: Ofgem plans to release the price cap levels for April through June by February 25. That date could shape expectations around switching activity and profit margins as spring approaches.
