British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.21

1.2 Rating 3,125 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,125 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 18%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0800 980 6005

Email:

customerservice@britishgas.co.uk

Location:

PO Box 4805
WORTHING
BN11 9QW

Write Your review

Tell us how British Gas made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

British Gas 1 star review on 1st May 2025

British Gas 1 star review on 2nd December 2024

Richard Parsons

102

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“They are dreadful. We bought a house with them supplying the gas. We provided a final readings and made the transfer to Octopus. Final reading agreed. Getting letters now saying that as we are not paying by direct debit our bills will increase. Now sending us estimated readings despite not having an count. Trying to pay them what we owe them for the 7 days before the account was transferred and no usage of gas has proved impossible. Nobody will anend our bill and nobody will answer the phone. Absolutely diabolical”

Helpful Report

Posted 1 day ago

“Yesterday, a British Gas engineer installed a new smart meter at my home and assured me that I would be able to top up electricity immediately via the mobile app or online. However, shortly after the installation, I checked both the app and my online account—and found no option to make a payment as promised. Concerned about running out of credit (as we had very little left before the installation), I called customer service today. I spent a total of 53 minutes on the phone, being transferred three times. The third advisor suggested applying for emergency credit just in case our power was cut (stating the option of online payments would become available within 48 hours of the new meter installation—information I had not received from the engineer) I was then asked to provide specific details from the meter to activate the emergency credit, but I was at work and not near the meter at the time. This crucial requirement was only mentioned at the very end of the call, after nearly an hour—by which point I had already gone well over my break at work. This experience highlighted two major issues: Inconsistent information between British Gas staff. Critical details being shared too late, wasting customers’ time. This was a frustrating and stressful situation, and sadly, yet another example of poor service from British Gas. Based on this experience, I cannot recommend them.”

Helpful Report

Posted 2 days ago

“3x Smart meter Installs CANCELLED 3x Smart meter Installs have been cancelled without reason. Everytime I try to book, i have to then join the queue again for another 4-5 weeks! what a waste of time. Customer service team continuously apologies and false promises they cant keep. 3rd time, not even a notification to say its been cancelled. Only found out when I requested a slot confirmation, to be told its been cancelled. How Pathetic can they get. 😠😠😠 Moving to another Supplier soon!!!”

Helpful Report

Posted 2 days ago

“Can't even call customer service. What a joke”

Helpful Report

Posted 3 days ago

“Futher to my last review of British Gas I stii trying to find out when or if an engineer is coming to fix my smart gas meter ? I stated the engineer who was supposed to come on the 2nd of may didn’t bother to come another appointment on the 30th of may was cancelled I spoke to chat line advisor who booked yet another appointment on the 4 th of June this again has been cancelled without out any expianation I’ve tried to talk to advisor this morning but got message saying there’s 90 people in queue no doubt there all won’t to know like me have British Gas actually got any engineers and I won’t to know why I have had three appointments cancelled and I’ve not been paid the £40 I was promised because of the first missed appointment why are British Gas so poor now ?”

Helpful Report

Posted 3 days ago

“Absolutely the worst customer service ever. I have been paying by direct debit for years and have not been billed since July 2023. I made hundreds of request via email and phone for this to be looked into. Not one person in the company ever got back to me after a year of making contact with them over and over again. This was their error and yet I was the one trying to sort it. I have never know such poor customer service even at high level. The company is an absolute joke and fo not care about there customers. I would even say they are incompetent at all levels.”

Helpful Report

Posted 5 days ago

“Britsh gas absolutely rubbish contacted them time after time and still in the same situation. smart meter doesn't work .been about 2yrs now absolutely fed up it's like banging your head on a brick wall phone them email them still nothing wast wast of time”

Helpful Report

Posted 6 days ago

“British Gas man Ed called at my eldery mothers house today and was a perfect gentleman.Kind and patient and explained everything he was doing.10/10 excellent service”

Helpful Report

Posted 1 week ago

“Violated my rights, and bumped up prices. Direct debit payments and bills on top. Way over priced for a service they can’t really provide.”

Helpful Report

Posted 1 week ago

“Very very very bad. British Gas is not trustful. They do not show up for appointsments, and their contact details on the confirmation message is invalid.”

Helpful Report

Posted 1 week ago

“Arranged to move 3 MPANs - they only managed to transfer two. Then they put them on different internal systems. Sent 8 contracts and 13 sales orders. Cancelled 4 smart meter appointments. Could not get their heads around the fact that two MPANs shared one address. Made seven promises: kept one. Months later I am still waiting for smart meters which I need to enable my storage batteries. By far the worst service I have ever received.”

Helpful Report

Posted 1 week ago

“Engineer counted the time to get back to his van and to reboot his computer before he registered the time his service ended. I ended up paying £230 for a simple valve replacement. When you phone British Gas they say an average repair takes in most cases 45 minutes. Our lasted 1 hour and 6 minutes. You pay £150 for a standard 45 minutes service and they charge extra £40 for every 15 minutes. This is a rip off. Also, I phoned British Gas helpline, talked to a rude assistant, they promised to talk to a supervisor to review my complaint, they were supposed to call me back. It is an over two week now and still no response. The helpline is based somewhere in India, no clear complaint policy. It is hard to believe British Gas is regulated by FCA and they don't offer any complaint procedure. Be aware of high charges, no clear rile show they charge you and forget about any chance to make a formal complaint. Utter rubbish. I gave two stars only because an engineer actually fixed the boiler and it works so far.”

Helpful Report

Posted 1 week ago

“They got the wrong meter(my neighbours actually) and even speaking to them for over 6 months, they've done nothing. All they need to do is send a guy to check and are still "investigating ", meanwhile they've instructed the debt collectors and even after agreeing to stop it till their investigations are done, those people keep on calling and bother you at work in hours. My sincere advice to anyone looking to use them, PLEASE DON'T. You'll be pulling your hair out and the customer service is so thick and useless, nothing would matter, neither a kettle test, photos and videos proving that they've got it wrong. But they'll again say that there is nothing on the file! Completely useless, believe me, save yourself from hassles and court notices. Use octopus & edf. They're way better.”

Helpful Report

Posted 2 weeks ago

“If I could give 0 stars I would. I pay my duel gas and electric by monthly direct debit and usually receive a bill every 3 months. We had not had a bill since November so queried this, to be told oh sorry, we have de-energised your electricity meter but they don't know why! We have still been receiving electric and our account is over 1k in credit. I have an open complaint with them but just keep being told each week they need yet another 7 working days for their specialist team to look into it. It has been 3 weeks now so far and still no bill or answer as to why they de-energised our meter and didn't tell us either. Will be looking to move to a different provider if this isn't resolved quickly.”

Helpful Report

Posted 2 weeks ago

“Just rang British Gas been on the phone for 20mins, received electric and gas bill, electric bill was OK, but gas bill they added 3 months dates from 18/9 to 8/5/2025 had a shock with the bill, already paid dates, the lady couldn't explain or give me a revise bill price, cannot believe they nakkng these type of mistakes, very disappointed 🫤”

Helpful Report

Posted 2 weeks ago

“British gas call centre is rubbish”

Helpful Report

Posted 2 weeks ago

“They charged me £650 for a quarterly bill, I live on my own and previous bills had reached about £350 max. I gave them an up to date meter reading and worked out my bill should actually have been £340. three separate customers advisers refused to accept that their "estimated" meter readings were wrong and the last actually increased my bill by a further £20. I ended up paying the bill and switching providers to Octopus that day. Absolutely atrocious”

Helpful Report

Posted 2 weeks ago

“Please stay away from.british gas appliance cover..Been over a month without a fridge freezer ..they can source the part and a £700 product i get offered £100 towards my troubles..absolute shocking service from.them just fobbed off time & time again..”

Helpful Report

Posted 3 weeks ago

“British Gas cover my plumbing and electricity’s as well as my gas boiler. I contacted them recently about a leaking external tap. They sent Liam from Dyno East London to investigate and carry out the work very quickly. Liam has just completed the job this morning after purchasing the parts. The work was completed speedily and expertly by Liam, a polite, friendly, helpful and expert plumber. Thank you Liam, for a job well done.”

Helpful Report

Posted 3 weeks ago

“My experience with British Gas has been extremely disappointing. For an entire year, I faced difficulties in setting up a direct debit. Each time I called, I was assured that everything was in order and that there was no need for concern, yet nothing was resolved. Despite raising my issues, my emails were ignored, and I received misleading information regarding my outstanding bills. Unbeknownst to me, my case was handed over to a debt collector. I subsequently reached out to the head of customer service and the CEO, but neither responded. This level of unprofessionalism and poor customer service has led me to plan my departure from British Gas as soon as possible”

Helpful Report

Posted 3 weeks ago

British Gas is rated 1.2 based on 3,125 reviews