YOU reported (LET, May 12) that complaints about British Gas rose to record levels last year.

At British Gas Home Energy we readily accept that 1996 was a difficult year and are sorry that those difficulties caused problems for some of our customers.

We are also pleased that complaint levels have been falling steadily by 10 per cent each month this year, as a result of our efforts to improve the service we give our customers.

In recent months, we have invested millions in improving computer systems, increased the number of phone lines we have for customer calls, taken on more staff to deal with customer queries and given all staff more training.

We now answer well over 90 per cent of all calls within 30 seconds and reply to all letters within a week. Last year's record figures meant that 0.15 per cent of our customers complained to the Gas Consumers Council.

We are sorry they felt dissatisfied with our service but assure them and the 2.3 million customers in the North West who did not feel the need to complain.

British Gas has enjoyed an excellent reputation for service in the past and we aim to regain it by giving our customers the service they want.

RICHARD STASYSZYN, Customer Services Manager, British Gas Home Energy.

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