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

“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 3 hours 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.”

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Posted 1 week 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 1 week 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 1 week 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 1 week 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 2 weeks 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 2 weeks 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 2 weeks 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 weeks 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 1 month 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 1 month ago

“REALLY BRITISH GAS ARE A NO STARS RATING, BUT HAVE TO GIVE ONE STAR TO DO A REVIEW ? Useless At Everything You Can Imagine! Useless Call Centre Staff; Very Poor Senior Management Who Turn Away From Resolving Matters; And Only Interested In Themselves And Their Money By Their Billing etc. ! I Do Not Understand How They Are Allowed To Still Exist !”

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Posted 1 month ago

“I was charged from credit and bank this month and then told its correct... i live alone... the total cost? 156 pounds. 77.51 from credit. 79.24 from my bank. I have had to speak to seven advisors including one complaint advisor. they kept saying i was only charged ONCE. then why is credit missing too? i have fibromyalgia and they have caused the worst flare up ive ever had due to poor customer service. I was stuck in bed for days unable to do anything for myself. I was spoken over, disrespected, given terrible attitude and had to keep ringing back. This is unacceptable. I as a disabled adult shouldnt have my illness triggered to this degree. I even had one advisor say she was not going to let me talk. I had another saying i spoke too much. I have had to remind all seven of their manners. NEVER USE BRITISH GAS.”

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Posted 1 month ago

“Online Help, Hours of online chat, getting nowhere, there system crashing, the operative looking at the wrong account etc etc etc Useless”

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Posted 2 months ago

“On transferring to British gas and not having any gas supply after 15 plus phone calls to them there were numerous promises of an engineer being sent Noone turned up had to call out a gas safe engineer at a cost to remedy the problem avoid move to British gas at your peril .”

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Posted 2 months ago

“I had been trying to navigate everything on my own for quite some time, believing that persistence would eventually lead me to a solution. Instead, things became increasingly stressful and difficult to manage, leaving me unsure of my next steps. Reaching out to Elizabeth turned out to be exactly what I needed. Their team approached my situation with genuine care and professionalism, making me feel heard and understood right away. They provided clear explanations and consistent updates, which helped ease my worries and gave me a sense of direction. With their guidance, the entire process felt far more manageable. In the end, I gained not only clarity but also peace of mind, and I truly appreciate the effort and support they provided during such a challenging time.”

British Gas 1 star review on 28th March 2026

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Posted 2 months ago

“I didn’t know where to begin until I reached out to IGRINC.org. Their team was respectful, organized, and very professional in the way they handled my case. They took the time to explain the process clearly and provided consistent updates, which gave me peace of mind. Their commitment and honest approach really stood out. I’m grateful for their support and would recommend them without hesitation.”

British Gas 1 star review on 14th March 2026

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Posted 3 months ago

“I didn’t know where to begin until I reached out to IGRINC.org. Their team was respectful, organized, and very professional in the way they handled my case. They took the time to explain the process clearly and provided consistent updates, which gave me peace of mind. Their commitment and honest approach really stood out. I’m grateful for their support and would recommend them without hesitation.”

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Posted 3 months ago

“I didn’t know where to begin until I reached out to IGRINC.org. Their team was respectful, organized, and very professional in the way they handled my case. They took the time to explain the process clearly and provided consistent updates, which gave me peace of mind. Their commitment and honest approach really stood out. I’m grateful for their support and would recommend them without hesitation.”

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Posted 3 months ago

“Worst company on the planet. Would never recommend them to anyone. Sent us a bill for £8000+, then passed it on to a collection agency when we owed nothing to them. They wanted money there and then on the phone, adviser spoke to us in a horrible and rude manner. Would never ever recommend them.”

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Posted 3 months ago

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Live Chat

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