British Gas Reviews

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

1.2 Rating 3,173 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,173 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 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 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

“*UNACCEPTABLE SERVICE - 1/5 STARS* "This company is a complete and utter CATASTROPHE! Engineers MIGHT show up and do the job, but that's where the good news ends. Everything else is a total disaster - bills, complaints, accounts, you name it. The customer service is a JOKE. Live chat, phone calls, social media - it's all just a never-ending cycle of frustration. Broken promises, zero resolution, and complete disregard for your time. And don't even get me started on the priority register - being on it means NOTHING. You're just a number, a nuisance, a paying customer who's not worth the effort. Save yourself the headache and avoid this company at all costs. One star is even too generous."”

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Posted 5 days ago

“I made the mistake of moving to British… I made the mistake of moving to British Gas 2 years ago and it was an unmitigated disaster. Multiple accounts, incorrect bills, old and new billing systems that cant speak to each other and different departments cant see the other, credits on one that dont get moved across to the other system, many calls trying to get a smartmeter installed, and then when they did more incorrect bills from software errors, retrospectively deciding they would change solar export, fictitious meter readings, many many unanswered emails without any sort of ownership of problems, and ultimately unresolved complaints months later. Thought I was well rid of them after switching October 24, got a final bill end of the month which was inflated but I paid just to get rid of them, but as an added bonus, receive a 'final bill' in August 25 - lets hope it gets sorted, but its the many many hours (i would say 30+ in total) on the phone repeating yourself which is so frustrating and different departments do not talk to one another. I cant tell you how strongly you should avoid this company if things don't go well and you value your time. More than anything it's the wasted time - I have wasted more time on the phone for one years worth of billing messups with this company than my interaction and switching for all the other utility companies I have dealt with combined - just use someone else.”

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Posted 6 days ago

“Terrible customer service. 3 phone calls and over 2 hours of my life wasted trying to get an issue sorted out. Call centre agents sounded south African and didn't get a resolution to my problem or concerns and no empathy. Avoid at all costs”

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Posted 1 week ago

“Absolutely 100% agree with negative comments in here. Had a simple house move. It wasn’t done on their system. Customer services based in South Africa but complaints ALSO based in South Africa so it just keeps going round and round. Please do yourself a favour. Go with ANY other supplier. British Gas has sold out. They don’t care anymore so don’t sign up - you’ll regret it.”

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Posted 1 week ago

“They have people on the phone who don’t have a clue of how anything works and just forward you to different lines”

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Posted 1 week ago

“I have been a British Gas customer for over 10 yerars, until recently. I have pre-payment meters for both gas and electricity. They recently moved their customer service offshore to India, and I have had nothing but trouble ever since. I have had to call them more than 20 times over the past two weeks because BG have changed the way my pre-payment meters are topped up. I live alone, am disabled and housebound so I can't get to a paypoint to top up, and have to rely on my phone to top up via the automated service. The phone number has been changed, so I contacted customer service to get the new top up number. Each time I called I was given wrong phone numbers that no longer exist - I have a notebook full of incorrect phone numbers the inept customer service agents gave me. Most of the time I can't understand them because of their broken English, and when I explain to them that I can no longer top up my meters, they are of no help whatsoever. I have now changed supplier to Octopus Energy and their customer service agents helped me resolve all of my issues that BG failed to do. Now everything is working as it should, thanks to Octopus Energy. I don't recommended British Gas at all because their customer service is appalling and unprofessional.”

Helpful Report

Posted 2 weeks ago

“I read all the complaints and I must say that most of them were very similar to my problems with the company. The new system is not working. I can not top up my account. I called the company. No help whatsoever. There was the appointments which noone appears. Now I decided finally that I am changing the company and they scaring me with 900 pounds debt which I didn't do as I was topping my meters regularly and the meter shows that I am still on credit. What is more I kept all the emails with topping up so I have got a proof. They said that might be a problem when they were changing systems. Nevertheless I am quite depressed that I need to fight again with them. They have treated me poorly as a customer.”

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Posted 2 weeks ago

“100% the most inept customer service Imve ever encountered”

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Posted 2 weeks ago

“Now six months since requested removal of redundant electricity meter before can install new kitchen. Catalogue of incompetence including double billing, incorrect appointments and engineer no shows. Complaint with ombudsman and their deadline to complete work has been exceeded. Latest example (this week) is booking a gas engineer using wrong account number. No call back as promised with engineer to discuss requirement and revised date. Appalling.”

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Posted 2 weeks ago

“Absolutely the worst service.”

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Posted 2 weeks ago

“Janine helped book for a filter to be fitted she was brilliant as she listened and advised ,was friendly and very polite..”

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Posted 2 weeks ago

“I have had nothing but frustration with British Gas. First, my smart meter monitor has never worked. They acknowledged the issue but have done nothing to fix it — even after opening a formal complaint that is still unresolved today. Every time I contact customer support, I get false promises that “something will be done” but nothing ever changes. Then came the Smart Export Guarantee. I was asked to send a form by email, which I did. I waited three months with no progress. When I chased, they suddenly asked for another photo of my smart meter. During this whole time, I generated around 500 kWh from my solar panels — energy that I have now been told will not count because my account is considered “inactive.” British Gas has been slow, unhelpful, and completely inefficient throughout this process. They survive on their long history, not on good service. I would strongly recommend switching to a cheaper, more responsive supplier like Octopus Energy instead.”

Helpful Report

Posted 2 weeks ago

“Genuinely the worst customer service I have ever dealt with. Every low review here is correct. Each call gets picked up by somebody in an offshored call centre who struggles with understanding English to a high enough degree that you can explain your problem. If you do ever manage to get an issue reported, they'll promise a call back which never happens. Upon calling them back to ask for an update, it's like your original call never even happened in the first place. I've asked for a case number, and upon repeating them back to them, they have no idea what it is. I have a very basic issue that needs resolving, and yet I'm up to 2 and a half months of consistent contact and am no further to the result I need. It's a merry-go-round of passing off the case and responsibilities to the next person until it gets lost. Completely laughable experience, 0 star.”

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Posted 3 weeks ago

“Beware and stay away from this company!!!!!They had sent me a bill in May this year which wasn’t make any sense.They wanted from me extra £900 after I’ve paid DD and monthly bills.Ive hired someone to calculate all my bills since I’ve joined them in February last year and my account should be in credit.Ive put complaint and after nearly 2 and half months I haven’t heard nothing back apart from “can we sort the payment out”.How on earth they are still existing as a business I have got no clue.They caused me stress,anxiety and ruined my credit score and it’s not over yet….”

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Posted 3 weeks ago

“Signed up last month the call handler didn't properly input my details unbeknownst to myself never received a direct debit bill for gas/electric. The call handler had to ask me multiple times for spelling and still clearly did not get it right now I'm the one suffering because money had not been taken for last month”

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Posted 3 weeks ago

“Disgraceful customer service. Premium prices, shameful service. AVOID!!!”

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Posted 3 weeks ago

“British Gas customer service is a total joke. 15 phone calls, all with a different handler and always totally incompetent. So far it has taken 2 months to correct a bill and the issue is on going. I would highly recommend people stay away from BG !”

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Posted 1 month ago

“I moved into my new home a week ago, only to find debt on the gas meter left by the previous tenant. Since then, I’ve had no gas at all — for an entire week — while living with two young children under the age of 5. It’s not just inconvenient, it’s dangerous and completely unacceptable. I’ve spent hours on the phone, passed from one clueless agent to another. No one knows what to do, no one takes responsibility, and every call ends with empty promises. The level of incompetence is beyond belief. Funny thing is, I sorted the electricity with EDF Energy in minutes. British Gas, on the other hand, has been a nightmare from day one. Do yourself a favour — stay far away from this company.”

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Posted 1 month ago

“Avoid at all costs.”

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Posted 1 month ago

“Have been British Gas Home Care customer for a long time. I called today to get a plumber for a unlock block sink in my bathroom was told to use my bath to wash my hand and teeth what a service. Now I am looking to get a better Home Care company that doesn't tell me to wash my hand and teeth in the bath. Please sort your customer service that give your customer respect and understanding. If I could will give it a 0 star very bad customer service”

Helpful Report

Posted 1 month ago

British Gas is rated 1.2 based on 3,173 reviews