British Gas Reviews

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

1.2 Rating 3,205 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,205 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 20%
Accurate And Undamaged Orders	Greater than 81%
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

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British Gas 1 star review on 10th October 2025

104

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

“Never answer their phone, just play you irritating patronising messages. This is a sh*t company for service and price”

Helpful Report

Posted 6 days ago

“Disgusting customer service, stalling and placating after over charging me for over a year. Now with Oubudsmamm to try and get an outcome.”

Helpful Report

Posted 6 days ago

“Never again. The expression fool me once, shame on you. Fool me twice shame on me has never been more accurate I was with British Gas for a few years however they royally screwed up my account in autumn 2024 with payments made, 3 different accounts created by them and they couldn’t tell me what I owed. This was despite having a smart meter and paying by direct debit. Thus led to overpayments and underpayments on a regular basis and bills being created on different dates in the month. I left in February 2025 and went to EDF what a world of a difference. Then I needed a boiler service and despite reaching out to two local plumbers neither responded. Needing to keep my boiler warranty I thought surely British Gas cannot screw this up. Man I was so so wrong. British Gas took 2 payments out of my account to service a boiler over 2 different days. To say I was furious would be an understatement. I phoned them demanding for the refund and was told it would take 5 days via a BACS transfer to process. Needless to say first 5 days pass and no BACS payment however I did get my £10 compensation. Phoned again was told it would be another 5 days! Furious I asked to speak with a supervisor and yes they were all in a meeting Waited a few days and phoned because I never received the supervisor phone call. This is the crunch bit. As they have now cancelled my account they now cannot process a BACS payment and instead would need to send a cheque out which will take 14-28 days to process! I am utterly speechless. I will not swear in a review however if you want extremely poor service. Money taken out of your account at different dates. Unknown bills and lengthy delays over refunds then this is the company you are looking for Otherwise steer well well clear of this organisation”

Helpful Report

Posted 1 week ago

“Avoid this company! 5 days without hot water, no heating! Broken meter, 15 calls to the hotline 8 complaints, requests, nothing! It's very cold outside, there's a small child in the house, and it's 8 degrees! They send people back, they cheat, the engineer doesn't show up, they don't want to fix what they should! Scammers and ignorant. This is breaking the law! So many bad reviews, where is the court? Consumer rights? Why aren't the institutions doing anything about them? They should be punished for this!”

Helpful Report

Posted 2 weeks ago

“The customer service team is more focused on racing to close the complaint rather than ensuring the problem has been resolved. A phonecall with 1 or 2 rings followed up by an intention close email feels more like harassment than care.”

Helpful Report

Posted 4 weeks ago

“I have never received such horrifically abysmal customer service from any company, ever! I think British Gas pride themselves on delivering a uniquely frustrating, utterly atrocious customer experience. I chose them as my gas and electrivity provider in sept 2023. I was going to leave when my contract ended in sept 2024 and go to Scottish Power (and how I wish I had!!) but was called by British Gas offering an incentive of 7 maths free daily standing charge for electricity which amounted to £147 so I decided to stay. This was the worst decision I could ever have made. I waited a few months and noticed the credit of £147 hadn't been applied and when I called no one knew anything about this incentive but as gesture of goodwill they agreed to apply it in two payments, they paid £40 but then never bothered to pay the other £100 they owed. On further investigation of my account I found that I hadn't had a bill since October 2023 and my account was over £3000 in credit. I was paying £230 a month and thought as I hadn't heard from them that everything was fine with my account, how wrong I was! This then became the start of months of calling to try and resolve this issue. In that time I called and spoke to lots and lots of people in their UK and South African call centre and was promised call backs once they'd looked into it and guess what, no one did. I eventually managed to make a complaint with someone called Mark who explained the reason why I hadn't received a bill was because my account was on the old system and there was a problem with my billing info going on to the new system. He said that my request for a bill kept being sent to the back office billing team where they should generate a bill for me, but if there was a problem with any part of the bill it would bounce back without investigation and unless you called to chase it up it just sat there and they would have to send It back to the back office billing team again and the whole process would have to start again which could take another 3-5 weeks, it was an eternal loop of incompetence. Mark apologised and said he would to call me back a week later and surprise, surprise he didn't!! I called British Gas again and they didn't know which Mark it was that handled my complaint and when they did find out he was on extended leave, so again, nothing had been done with my complaint. I asked for his manager so I could complain to him and they couldn't put me through to him, in fact every time I called to complain and asked to speak to a manager they can't as there's are no managers there for you to speak to and whoever you speak to can't give you their surname either so there is no absolutely no accountability to anyone at British Gas or any desire to try and help you if you have a problem. On one of my many calls I was told "you can make a complaint but it won't make any difference" and how true she was. In the end i had to make a complaint through the Ombudsman and thankfully they were able to resolve all the issues I had, otherwise I would still be trying to sort it out myself now. British Gas is the worst and I will never, ever use them again and I recommend anyone thinking of using them to save themselves the frustration and use a company that is worthy of your custom”

Helpful Report

Posted 4 weeks ago

“Last year I moved into a new property and I set up the gas and electricity at the same time. For some reason, something went wrong on their end and the gas account was cancelled, the electricity one carried on as normal. I did not notice this until some months later as I have a separate bank account where my bills come out, therefore I am not checking it as often. I could see that British had set up the direct debit, I had no way of knowing that this was only covering the electricity and not the gas. It is normal that there is only one direct debit/bill for both fuels with other companies. I was not expecting to see two there. I had no way of knowing that I wasn’t actually paying the gas. They did not contact me to let me know there was an issue, I received no emails, calls or letters. I carried on as normal assuming it was all fine and taken care of. By the time it came to my attention that they had not been billing me for the gas I had set up - it has been some months and the amount I owed has accrued to quite an extortionate bill. This came as a shock to me as I wasn’t expecting it and had not budgeted for this amount of money to have to pay in one month. British Gas were very apologetic on the phone and admitted that it was an error on their part that caused my account to be cancelled and so accrue the debt. As it was a shock to me and o could not afford to pay a bill of over £300 in one month which is not usually any more than £30 - I was assured that I could just over pay on each subsequent bill that I received each month to slowly bring the balance down. This is what I did, until it came to the point where I was moving house and needed to close the account and so I settled and paid the final bill in full immediately. British Gas have now slapped a status 5 on my Experian credit report in regards to this matter stating that the extortionate bill should have been paid within 14 days. NOWHERE on the bill does it state this at all, and I was assured by an agent on the phone that paying monthly was perfectly fine. A status 5 implies that I left a bill unpaid and paid nothing for 5 months. This is simply not true. I was paying British Gas every month. I think it is completely underhanded and unprofessional to be punishing a customer for a mistake they made on my account. I should not have had to deal with the large unexpected bill in the first place if they had done their job and set up my account properly, or at the very least contact me to let me know there was an issue. Not only have I had to deal with paying back a large expected debt but I am now at risk of losing my mortgage as this status 5 on my credit report is blocking my application. I have spent weeks now trying to resolve this issue with them, including filing a complaint. NOONE WILL LISTEN TO ME. This whole situation has been completely out of my control and unfair of British Gas to be punishing me when I have never missed a payment as a customer of many years. They messed up on my account and are now blaming it on me and leaving the mark on my credit file is effecting my actual life and wellbeing, I AM GOING TO LOSE MY HOME OVER THIS. They refuse to look into this case properly and keep ignoring me, fobbing me off, no actual human empathy dor an issue which was their fault to begin with. I have lost complete trust in British Gas as a company and have switched to OVO now. I will never recommend to anyone nor would I ever use their services myself in the future. TEN YEARS I have been saving completely on my own to buy this property, and now because of British Gas and their underhanded and completely inaccurate representation of me on my credit report, I stand to lose it all. Everything I’ve been working for all these years, just flushed down the toilet by their complete and utter lies and fabrication of me. They are refusing to look into this properly every time I contact. Every agent I have spoken to on the phone has been rude and unsympathetic. Ive been left waiting for weeks, no one will take this case seriously. Im at my wits end on the brink of losing my flat and they quite literally couldn’t care less. TREAT PEOPLE BETTER. WE ARE NOT JUST NUMBERS.”

Helpful Report

Posted 1 month ago

“we had a boiler service yesterday 1/11/25, i was informed that was working fine as he left and now i have no hot water. i used online chat to try and to get advise but British Gas just seem to want me to throw more money min £150 to comeback and check my boiler which now comes under a repair job. they did say i might get reimbursed for fee if they find service was at fault, but call me a cynic i can't see them admitting fault. so i will now find a plumber i can trust and get the problem sorted.”

Helpful Report

Posted 1 month ago

“I have been shocked by the level of miscommunication and miscalculations made regarding my account. After recently terminating my account with BG, I received a "final bill" of £193 which was paid without delay. I then considered the matter closed, but no, there was more... I received a further bill of £534 for not only my original amount (which was four times higher than the original amount) but also included dates where a new tenant was responsible for payment. After disputing the amount and dates (and providing proof) I received "final bill" #3 which said I was £64 in credit and would receive a payment within 10 working days. Not even 12 hours later, I received "final bill" #4 which now says I owe £267 and doesn't even include the previous credit amount. With such disarray and miscommunication within the company, it would seem that different departments do not talk to each other, and the accounts are not updated in real time. This honestly gives me no confidence in the company, as it makes it impossible to budget for bills - how can my balance go from -£193 to £0 to -£534 to +£64 to -£267, all in the space of a week or two with little to no explanation? Avoid avoid avoid. I would rather use an alternative provider!”

Helpful Report

Posted 1 month ago

“Twice they have put bad credit info on my file without checking the BACS payment system! Moving to Octupus immediately.”

Helpful Report

Posted 1 month ago

“Absolutely appalling… it was your original suggestion to credit my account because I was going to switch and I was £300 in credit that was September. On 5 occasions because I went through customer complaints…you stated 3-5 days. Still not in my account 6weeks later!!!!”

Helpful Report

Posted 1 month ago

“Thank you for your reply, but this still isn’t acceptable. I’ve already spent over 2 hours with your customer service and you still haven’t sent the RTI number I was promised. This delay is completely unprofessional and has caused unnecessary stress and inconvenience. I expect the RTI number to be sent immediately and confirmation that this issue is being handled properly — not another apology with no action.”

Helpful Report

Posted 1 month ago

“After moving into a property and providing my meter readings, I was being billed for a period before I even owned the property because the billing team messed up the dates and readings. After receiving a letter from a debt collector which I had to pay as it was addressed to the occupier, this was in addition to me having an open account and being up to date with my direct debit I put in a complaint and after 20 phone calls and 18 days I got a case handler that called me back telling me it was my fault that I shouldn't have paid the debt collection letter (I have to so it doesn't escalate) then told me they wouldn't be a review on the account for another 12 days and I said this wasn't good enough I wanted someone senior to call me so she hung up on me. I have spent hours of my time, 20 phone calls and paid £100 to a debt collector for absolutely no reason for a period that relates to before I owned the property and British Gas don't care, don't have the resources to deal with this and I will have to go to the Ombudsman. Utter incompetence, there are bad companies out there and there are poor customer service experience and then there is British Gas. I would strongly urge anybody considering changing to British Gas to think again because there will be no backup in the event of any billing errors. Also the South African call centres are sarcastic and speak over you with little understanding or any interest of any concerns you have. If this experience has happened to somebody old with any anxiety then this would fundamentally affect their life. I have dealt with many properties and many companies and this is by far the worst company anyone will have the misfortune of having to deal with”

Helpful Report

Posted 1 month ago

“Avoid British Gas if you can. Absolute shambles of a company. I was left with a bill of £1,800 from an installed faulty meter when I left my small one bedroom flat. They also left me 3 late payment markers on my credit file, even though I proved I paid £100 on each of those months, and they will not remove them. No help from anyone, just demands for payments!! I tried many times to go through the complaints procedure and nothing ever happened. There are so many better companies out there and I have no issue with the company I am with now. Avoid if you can!!”

Helpful Report

Posted 1 month ago

“I sincerely appreciate your dedication and professionalism during this process. Your efforts have made a real impact, and I’m grateful for the commitment and care you’ve shown along the way.”

Helpful Report

Posted 1 month ago

“Working with British Gas has been one of my biggest regrets. At 53 years old, I have never felt this hopeless before. They have awful service. I am very dissatisfied and do not recommend it to anyone. They never solve a problem. Last 6 months, I contacted them many times, and wasted my time. They always said that the problem was solved, but nothing changed. I decided to switch..”

Helpful Report

Posted 2 months ago

“british gas personal target my credit report and i have provided them payment statement and they charged the months on credit report and these months i already paid.”

British Gas 1 star review on 2nd October 2025

Helpful Report

Posted 2 months ago

“hope I can score them with zero They are enforcing me to pay huge amount of money for a one room flat depending on wrong reading When I call them, they apologize for their mistakes and then they send me the wrong bill I complained them to energy ombudsman and I hope everyone will check their reading and complain”

Helpful Report

Posted 2 months ago

“I'd give it no stars if I could they are con artist been asking to be put on monthly billing because quarterly is to hard to manage with my disability but no they keep me on quarterly to build up more debt”

Helpful Report

Posted 2 months ago

“Charged me £60 excess and never turned up sat in house 6 hours .”

Helpful Report

Posted 2 months ago

British Gas is rated 1.2 based on 3,205 reviews