Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.22

“Appalling service – claim mishandled and policy cancelled without warning! I took out British Gas HomeCare kitchen appliance cover because British Gas is a large, established and reputable company. I was prepared to pay more than I could have elsewhere because I believed I was paying for the reassurance and service that comes with a well-known company. Unfortunately, my experience has been extremely disappointing. I made a claim for a faulty dishwasher on 31 July 2026. After an initial appointment had to be rescheduled due to our holiday, an engineer attended on 20 August and diagnosed a faulty sump. He advised that it was a specialist part with a 2–3 week lead time. He also suggested that I consider allowing British Gas to declare the dishwasher “beyond repair”, which I refused as I wanted the appliance repaired. He told me he would order the part. A week later, I contacted British Gas for an update, only to discover that the part had not even been ordered. I had to raise a complaint and repeatedly chase British Gas for information. I was told the engineer had not responded to attempts to contact him and that someone would get back to me. Again, I heard nothing meaningful. A further engineer appointment was eventually arranged for 1 September. I made arrangements to stay at home for the 8am–1pm appointment slot. About an hour into the appointment window, the engineer called to tell me that he would not be attending, that my claim was void, and that my policy would be cancelled. I was understandably extremely angry and frustrated. I had once again made arrangements to remain at home for an appointment, only to be told at the last minute that nobody would be attending and that my claim and policy were effectively being terminated. I was then told that the matter would be referred to the technical department and that I would be contacted. Once again, I heard nothing. I repeatedly contacted British Gas over the following days and was continually told that the complaint had not yet been assigned to a complaints handler and that I would have to wait. Then, on 3 September, I received an automated email confirming that my policy had been cancelled. There had been no proper warning, no meaningful explanation and none of the communication I had previously been told to expect from a dispute handler. I am also still waiting for a satisfactory explanation as to how the initial engineer concluded that the dishwasher fault was pre-existing. No proper explanation has been provided. The dishwasher had been unused and dry for around three weeks while we were away on holiday, so I simply do not understand the basis for that conclusion. The whole experience has been appalling. The part I was told would be ordered was never ordered, I repeatedly had to chase British Gas for updates, an engineer appointment was cancelled at the last minute, my claim was declared void, and my policy was then cancelled without proper warning or explanation. I took out HomeCare specifically for the reassurance of having a reputable company deal with problems such as this. Instead, I have spent weeks chasing British Gas while remaining without a working dishwasher and without a satisfactory explanation as to what has actually happened. This is an unacceptable level of service from a company of British Gas's size and reputation. I am extremely disappointed, frustrated and angry with the way this claim and complaint have been handled. I am now pursuing the matter through the formal complaints process and, if British Gas does not provide a satisfactory resolution, I will escalate the complaint to the appropriate external body. Based on my experience, I would strongly advise anyone considering British Gas HomeCare to think very carefully before taking out this cover. I certainly would not recommend it.”

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Posted 3 days ago

“Absolutely terrible experience with British Gas My experience with British Gas has been absolutely unacceptable. I received my final bill six months after leaving British Gas. In my opinion, such a huge delay in issuing a final bill is completely unacceptable. Despite eventually paying the bill, I received no compensation or discount for the six-month delay. The whole situation was already frustrating enough, but it got even worse. When I made the payment, I accidentally underpaid by just £0.10. Instead of simply contacting me and giving me the opportunity to pay the remaining 10 pence, British Gas referred the matter to a debt collection agency. Seriously — 10 pence. After waiting six months to send me the final bill, they then escalated the matter to a debt collection agency over a difference of just £0.10, even though I had already paid the bill. This is an incredibly disproportionate and unreasonable way to treat a customer. The whole experience has been extremely frustrating and has completely destroyed my confidence in British Gas. I would absolutely not recommend British Gas. Their handling of my final bill and the way they escalated a £0.10 shortfall to debt collection is, in my opinion, appalling customer service.”

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Posted 3 weeks ago

“British Gas – Electric Vehicle charging Tariffs I don’t know where to start on this one but do need to make people aware of such appalling level of customer care and bill shock. I should have been on an EV charging tariff back from the 5th of December 2024 – yes, you heard that correct and it has only been fixed in the last few weeks, despite me calling British Gas on several occasions. The complaint has been going on forever and I have received the following feedback from British Gas. EV tariffs are only compatible with two-rate meters. Whilst your account may have been set up with an EV tariff prior to this, the tariff could not operate as intended while you had a single-rate meter installed My response is I moved into this property in the summer of 2024 and it’s a brand-new house and guess what the electric board had been installed by British Gas, so not sure why this would not work. Anyway, it’s now fixed as of the 14th of July this year and guess what British Gas has sent me a bill for £5,027.34. Even though I have already paid £3,252.76, they say I owe them a further £2,148.95. I am a single person living in the property. I queried this charge with the high-level complaint handler, well if you can call them that it was like having a conversation with A I and I asked why are you only charging me a single PEAK tariff for my electricity, when I should be on a PEAK and OFF PEAK. I received a response to say that I did not have an EV tariff before January of this year, I then shared with person my email confirmation from December 2024 clearly showing a spilt EV Tariff. Which should be 26.77 Per kwh PEAK and 7.90 Per kwh OFF PEAK, However British Gas has decided to charge me a single tariff for the best part of TWO years, even though the complaint handler promised me the following. I’ve shared this with our specialist tariff team, who now need to make the necessary updates. Once this work is completed, our billing team will be able to fully rework the account and ensure everything is accurate. I am now in DEADLOCK “there words not mine with British Gas” and I now need to take this up with the Energy Ombudsman. @the CEO of British Gas do you think this is an acceptable level of service??? @the Martin Lewis money show happy to come on and share my experience.”

Helpful Report

Posted 3 weeks ago

“Hello everyone. Please be very careful with British Gas. I feel I have a duty as a citizen to warn other people when I believe a company has treated a vulnerable customer unfairly and caused serious harm. In my personal opinion, British Gas is no longer the British Gas people may remember. Based on my experience, I believe this company has shown a shocking lack of empathy, honour and accountability. In my opinion, what happened to me was dishonest, abusive and deeply unfair. I have also heard many times from friends that British Gas allegedly charged them for bills that did not belong to them. I am speaking here mainly about my own documented case. In 2025, I moved into a new council home because I had serious health problems. I was struggling with depression, anxiety, post-Covid symptoms, fibromyalgia and other serious health conditions. I still suffer from anxiety and health issues today. At some point near the end of 2025, British Gas started adding bills to my account that I believe did not belong to me. It appeared to me that account numbers were being confused or mishandled, and charges that were not mine were being added to my account. Of course, I did not pay charges I believed were not mine. I reported everything. For months, I asked for help. I was registered as a vulnerable person, yet I did not receive proper support. Instead, I was repeatedly pressured with bills that I believed were false and did not belong to me. I was forced to spend a huge amount of time analysing their mistakes, trying to fix their errors and defending myself from charges I should never have had to deal with. I have everything documented. My case is supported by more than 300 pages of documents, evidence, correspondence, complaints, bills, records and timelines. This shows the scale of how British Gas complicated the life of a vulnerable person and forced me into months of analysing their mistakes and what I consider repeated attempts to make me pay money I did not owe. I raised Complaint 1 and Complaint 2. Still, nothing changed. British Gas continued to say I had to pay. I then sent the case to the Ombudsman. Even after that, and despite my requests for British Gas to stop calling me and stop sending me bills I believed were false, the pressure continued. British Gas then passed my case to a debt collection company. This caused me an enormous amount of stress, time loss and damage to my health. I could not sleep properly at night. My anxiety became much worse. I was already vulnerable, and in my opinion British Gas made my condition significantly worse. I eventually changed supplier to Octopus Energy. In my experience, Octopus treated me much more like a proper British company should. British Gas did not. Unfortunately, the Ombudsman only told British Gas to fix the issue and accepted, as I understood the outcome, that the disputed bills were not mine. I received only £100 credit after months of stress, pressure and what I believe was mistreatment. In my personal opinion, the Ombudsman process failed to properly hold British Gas accountable. I did not receive proper compensation for my time, stress, health impact or the huge amount of work I was forced to do. I felt treated like rubbish. In my opinion, when there is no real penalty, no serious consequence and no proper compensation for the customer, it gives companies permission to continue these practices. British Gas should not be allowed to treat vulnerable people this way and then walk away with almost no consequence. Later, British Gas sent me a final bill. I paid that final bill. Even after that, months later, they still continued sending me more bills and putting pressure on me again. In my opinion, British Gas forced me to carry out hours and months of unpaid work, forced me to analyse their mistakes, caused serious stress to a vulnerable person, and tried to take money from me that I need for my health, medication and basic life. They did not pay me a single pound for the time, energy and health damage they caused. If you are thinking about taking energy from British Gas, I strongly advise you to be very careful. What happened to me can happen to someone else too. I am sharing this because people deserve to be warned, especially vulnerable people who may not have the strength, time or knowledge to fight back.”

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Posted 1 month ago

“I have never called out British Gas I pay them £980 per year for my British Gas contract. Today for the first time in 10 years I have a leak in my WC. I have water flowing constantly and have been told I will have to wait with water flowing I have to wait 48 hours for an engineer. That means in 10 years of not calling them out they have taken £9000 from me and cant even send out an engineer and my house has water constantly flowing . They are useless and dont care. the statement they offer 365 day a year service is a lie”

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Posted 2 months ago

“Worst experience from a company I have ever received. I called yesterday to ask that they only take what I owe for my energy and not a fixed amount direct debit as their estimates are too high. I was told by the advisor I can only set up a variable direct debit through my bank and I must go there to sort my enquiry. Having worked in the bank for almost 40 years I knew Natasha’s information was completely wrong. I corrected her to only be told again I need to set this up by my bank and that I was wrong. Again I explained to her that her information is completely incorrect to which she disconnected my call. I then had to call back, spoke to another advisor and explained my previous call who agreed with me and rectified my enquiry. I also stated I wanted to log a complaint regarding the previous advisor and asked for the manager to call me any time after 3pm. I received a total of 6 calls all throughout the day from 8.50am upto 2pm. I received 2 emails also during this time from the same person stating that they had tried to contact me but couldn’t and had resolved my case due to this. I sent an email detailing all their wrong doings regarding contacting me and “resolving my complaint” without even having spoken to me and again requested they call. I received a call within 45 minutes to which they allowed to ring once and disconnected the call. Impossible to answer a call within 1 second so I immediately sent another email detailing this unprofessional and appalling customer service. Needless to say my complaint has been made worse by the complaint handler who clearly can’t do a simple job. I DO NOT recommend British Gas what so ever. I am still waiting for a response to my email and a phone call.”

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Posted 2 months ago

“I would like to leave an excellent review to the young lady I spoke to this morning, I believe her name was Loubanna. Unfortunately I missed the telephone call to do this. The call was to change my Tariff. The call was made around 9.45am Thursday 25th of June.”

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Posted 2 months ago

“I left a very negative review about the British Gas App which left me frustrated and took me round in circles. However Michael from British Gas grasped the problem and dealt with it most efficiently. He was excellent. Whilst the App wasn’t working, I also received excellent customer service from Carl whi helped to change my tariff and discussed options with me. He was simply excellent,ent - very, very patient,”

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Posted 2 months ago

“Terrible. Very stressful. Awful experience. I paid for British Gas to do a one of repair on boiler. I won’t go into all the specifics but we have no hot water. 2 engineers sent. Then told it needs a part, should be day after. Didn’t hear anything. Rang British Gas, the part will take 9 days!!I have a young family and no hot water. Rang the boiler manufacturer, they have the partly and can send an engineer out in the next couple of days. Rang British Gas back to try and withdraw because it’s ridiculous they can’t get the part for 9 days when it’s available. Advised they would charge me £100 pound if I didn’t proceed with the repair. I feel all of this is very unjust. I have tried to speak with a manager at British Gas and it’s not possible, ridiculous. Whilst people are polite they are not helpful or able to resolve anything. I’m going to see if my credit card company can do anything. If not I’ll just have to pay it for them to have done nothing. I would never use British Gas again for anything. Very disappointing. See less”

Helpful Report

Posted 2 months ago

“I want to provide honest feedback about the experience my family has had with British Gas. My parents are elderly and vulnerable. One is disabled and recovering from a serious medical condition. The other is living with severe depression. When a large and confusing bill arrived, they could not understand it and asked a family member to call on their behalf. I want to provide honest feedback about the experience my family has had with British Gas. My parents are elderly and vulnerable. One is disabled and recovering from a serious medical condition. The other is living with severe depression. When a large and confusing bill arrived, they could not understand it and asked a family member to call on their behalf. During that call, the family member was passed around repeatedly. At one point a staff member said on a recorded line that they should not use heating if they were unable to pay for it. This was an inappropriate and insensitive comment, especially considering the health needs in the household. The family member made an informal complaint but never received a response. Months later a letter arrived claiming a bill had not been paid, even though a direct debit was already set up. This caused panic. When we called again, British Gas admitted the issue was caused by an internal error. The family member spent their entire lunch break resolving it and ended up paying by card to avoid two payments being taken together. A formal complaint was then raised. I clearly asked British Gas to contact me directly and not call the landline because it causes distress at home. This request was ignored. The complaint was eventually handled by a manager named Julie. The interaction was disappointing. Her tone felt dismissive from the start. She repeatedly said she did not need to go over the details, even though she had not listened to the calls or reviewed the direct debit issue. She focused on consent for financial information even when I made it clear I was only discussing the complaint itself. At one point she said that if compensation had been mentioned earlier she would not have needed to speak to me, even though it had already been stated in the original complaint and in writing. She did not know whether feedback had been passed to the staff member who made the inappropriate comment. She did not know the details of the direct debit error. She had not listened to the calls. Yet she spoke in a way that made me feel as though I was inconveniencing her. The tone felt patronising and unkind at a time when I was already dealing with a family medical emergency. After the call she emailed with a noticeably softer tone and offered a small goodwill payment. The sudden change in tone felt completely different from how she spoke on the phone. It came across as written professionalism rather than genuine care. It felt fake because the warmth in the email did not match the way she spoke to me moments earlier. I declined the payment. This was never about money. It was about the way vulnerable customers are spoken to and treated. This feedback is not written with the expectation of anything in return. It is written because large companies often speak about care and support in their advertising, but the reality for ordinary working families can feel very different. When people reach out for help, especially those who are already struggling, they deserve to be treated with patience, respect and humanity.”

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Posted 2 months ago

“I would not recommend British Gas at all. My credit score was negatively affected because of the way British Gas handled my account and payment reporting. Even after I raised the issue and explained the circumstances, the negative marker remained on my credit file. What is most concerning is that, after looking online, I found that many other customers have reported similar problems involving missed payment markers, Direct Debit issues, and damage to their credit scores. There are numerous reviews and complaints from people describing experiences very similar to mine. A utility supplier should help customers manage their accounts clearly and fairly, not create situations that can harm their credit history. The impact of a negative credit marker can last for years and affect important financial decisions. Based on my experience, I would not recommend British Gas and would encourage anyone considering them to carefully review the large number of customer complaints relating to credit reporting and payment issues.”

Helpful Report

Posted 2 months ago

“Everything was resolved successfully in the end. I deeply appreciate the assistance and guidance provided.”

British Gas 1 star review on 6th June 2026

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Posted 3 months ago

“Absolute clown of a company from top to tail, every single interaction is a disaster, too many to list. Hopefully switching to Octupus will be possible, although I doubt that will be smooth, as British Gas will be involved in handing over account.”

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Posted 3 months ago

“British Gas Demands £2,000 After Its Own Billing Errors I've been a British Gas customer since August 2024, paying my bills every month and increasing my direct debit whenever British Gas advised me to do so. At no point was I informed there was a significant problem with my account or that I was allegedly building up a large debt. Then, in April 2026, British Gas retrospectively applied historic electricity charges dating back to August 2024 and claimed I owed £1,434.52. Following my complaint and provision of meter readings, the alleged debt has now increased to £2,020.96 only two weeks later. Throughout this period I relied on the monthly bills and payment reviews provided by British Gas and had every reason to believe my account was being managed correctly. What has made this even more frustrating is that British Gas keeps sending letters saying they need more information from me, but they never say what information they actually need or how to contact the complaint handler directly. They then threaten to close my complaint if I don't provide it. I've spent the last two weeks repeatedly calling the number they've provided, only to be told by customer service agents that they have no idea what information is being requested... the customer service line is beyond dreadful. I've also tried escalating directly to the Executive Complaints Team and have received no response. How can a customer comply with a request when nobody at British Gas can explain what is being asked for? I have formally disputed these charges and requested a full explanation, complete billing breakdown, confirmation of all meter readings used, and clarification regarding compliance with Ofgem's backbilling protections. I have cooperated fully, made regular payments, and supplied readings when requested. The lack of transparency, the significant delay in identifying the issue, the escalating debt figures, and the ongoing failure to properly handle my complaint have caused considerable stress and a complete loss of confidence in British Gas' billing processes. If this matter is not resolved promptly, I will be escalating it to the Energy Ombudsman and pursuing all available regulatory remedies.”

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Posted 3 months ago

“Lie after lie do not care one bit about the customers will be moving to octopus 2 morrow not putting up with disgusting service cant wait”

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Posted 3 months ago

“Unbelievable administrative chaos and psychological harassment. British Gas unilaterally closed my energy account instead of performing a simple administrative name removal. They then mismanaged the final balance and allowed their automated system to magically inflate my debt by £192.52 during a 17-day migration window—a mathematical impossibility since my actual consumption was already billed separately. Despite a formal dispute being open, they refuse to halt collection activities, completely ignoring Ofgem rules. I have received 21 harassing phone calls and automated voicemails in a single day demanding a false balance. They refuse to perform a transparent manual recalculation to my true remaining balance of £295.79. This matter will be escalated directly to the Energy Ombudsman. Horrible customer service and broken billing systems.”

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Posted 3 months ago

“Just had a man at the door from British gas saying he has come to service gas fire and boiler even though we have an electric fire soon has he came in he said when did you get rid of gas fire 2 years ago i said asked where boiler was in kitchen i said was there for 20 mins next thing he said i have the wrong house how can that happen when he wanted 108 and i live 114”

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Posted 3 months ago

“Worse suppliers on the planet. I'm having a nightmare trying to sort out my bill. Even received a bill from my previous address (I actually left there in 2006!)”

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Posted 3 months ago

“I’m thankful for their help—the withdrawal issue was resolved efficiently and without hassle.”

British Gas 1 star review on 9th May 2026

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Posted 3 months ago

“Thankyou to the agent this morning on dealing with my electric account excellent customer service Sharon Brace SL2 2HP resolved my account on being up to date swiftly 👏”

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Posted 3 months ago

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