Centrica largely attributed to its 2016 profit rise to increasing demand from business customers and a strong performance in energy marketing and trading – sourcing and trading gas.
Complaints per 100,000 customers have fallen across all its main markets.
In its UK Home division complaints have fallen by 31% for its energy supply business and 17% for its energy services business.
British Gas is launching a loyalty scheme to reward existing customers.
Centrica’s headcount reduced by more than 3,400 in 2016, more than half of the expected total reduction of around 6,000 over the duration of its efficiency programme.
It expects a further £250m of efficiency savings in 2017, with direct like-for-like headcount expected to fall by around a further 1,500 by the end of 2017.
These savings will come from a combination of 2016 annualised benefits and further initiatives in 2017.
The directors propose a final dividend of 8.4p per ordinary share.