British Gas Reviews

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

1.2 Rating 3,142 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,142 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

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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

“Still no fridge freezer after over 1 month several cancelled appointments. Try to get new one they will put 50% and that's not even easy so it goes on do not use them. 😤”

Helpful Report

Posted 7 years ago

“British Gas fitted my central heating boiler and from the outset it looked, and was, a disaster. Three years later is seems that the fitter had left out an essential flue gasket allowing carbon monoxide to leak into our kitchen and ‘condensate’ to rot out the boiler’s combustion box, so a new boiler was needed. Their installation Manager suggested a solution that both the manufacturer and GasSafe say was unsafe. Their Area Manager fully supported this action so there is clearly a culture here that puts profit ahead of safety. British Gas would accept no responsibility, refused even communicate after the initial complaint contact, until the Retail Ombudsman was contacted and forced them to make reparation. Forget the sweet little penguin, simply leave them alone (or use them to set your maximum budget) and use a, locally recommended, GasSafe registered installer (ask to see their GasSafe badge and on the rear it will tell you if they are qualified to fit the type of device that you want fitted, or check out their credentials at www.gassaferegister.co.uk/find-an-engineer/ ). This will almost certainly cost you less and, from my experience, you and your family will probably be safer. Top Tip: You can request, within six months of installation, that an inspector from the GasSafe Register checks that the work has been carried out correctly. This facility is quite difficult to find on their site, so here is the URL :-www.gassaferegister.co.uk/help-and-advice/gas-safety-in-the-home/having-a-new-appliance-fitted/nominate-your-appliances-for-inspection/”

British Gas 1 star review on 29th June 2017

Helpful Report

Posted 8 years ago

“Customer service is really good I can't complain I've used British gas for utilities and service cover breakdowns etc for over 25 years and they have always done a good job. Home security was really good and even dyno rod came out to deal with a weeping stop tap leak and could not repair under the policy but still tightened up the washer. Reliable and trusted”

Helpful Report

Posted 8 years ago

“Customer service exceptional and very patient in helping me with my order. I had to contact the sales representative several times before confirming my order, and the assistant ( Mark Gwilliam, New Business Sales Executive, British Gas Business) was very patient and helpful in dealing with my questions.”

Helpful Report

Posted 8 years ago

“I rented a domestic flat around 18 months ago. It has no gas appliances and the gas supply was disconnected before the company I rented it from even bought the place. I didn't sign up for a gas account because I didn't need one. British Gas sent me a bill for over £420 in standing charges for a disconnected gas meter in this building's basement. The previous landlord of the flat rented it to the building's caretaker, who did not close the business gas account, so my name was added to the account without my knowledge or agreement. It has taken weeks to sort this mess out. Every time I have dealt with a different person at British Gas I have been told something different. The business customer services officer I registered my complaint with was useless. She provided me with incorrect information and just wanted me to pay up. In my view they have a very iffy accounting system and some office staff do not appear to know what they are doing. Naturally, as they are a large utility supplier, they automatically assume that the customer is wrong. I will never use their services because of this.”

Helpful Report

Posted 8 years ago

“in middle of a nearly one million khw discrepancy meter reading. send details and pictures and got feeling they sorted it, but now they want details i've already given AGAIN. looks as if BG doesn't give a r...a..e what uncertainty does to there customers nerves. and we are now still waiting anxiously.”

Helpful Report

Posted 8 years ago

“Abysmal customer service. Over charged me and it took an email to their CEO to get that admission and even then they wouldn't charge correctly because the tariff had ended and they can't generate a correct bill because their system can't do it. Uncaring and obstructive in all dealings, wish I could give zero stars.”

Helpful Report

Posted 8 years ago

“NEVER USE THIS COMPANY! THEY FAIL TO UPDATE THERE RECORDS!!!!!!”

Helpful Report

Posted 8 years ago

“Over charged on final bill. Spent 8 weeks trying to get it sorted. I think British Gas have the most deliberately obstructive customer service of any organisation and try to wear you down so you give up. I eventually had to go to the Ombudsman where they told to apologise and pay compensation. The whole experience was time consuming and very unpleasant and I would never use them again.”

Helpful Report

Posted 8 years ago

“I signed up for Britsih Gas (in spite of them not being the cheapest) because of all the business benefits package that was promised. In spite of spending over 4 hours on the phone, I have been unable to get signed up. I have been passed from one department to another. Total waste of time.”

Helpful Report

Posted 8 years ago

“Crap company,crap engineers, after 4 engineers visits problem with radiator still not resolved in have boiling hot radiators in the middle of June!!!!!”

Helpful Report

Posted 8 years ago

“Beware!! Online price checker is a rip off! Do not believe what British Gas Price Check tool advices you! I was a British Gas customer and my 12 month tariff was coming to an end. I switched from Collective Fix February 2017 tariff to HomeEnergy FreeTime Sat tariff earlier in 2017. I have used British Gas Tariff Check tool. It advised me that I will end up paying around £5 more a year by switching to HomeEnergy FreeTime Sat. Happy days! I do understand that it was an estimate and the final bill depends on my usage, but if the usage is the same I will end up paying £5 more a year. However, my bill from British Gas became significantly higher and not as advertised by the Tariff Check tool. For example, Jan 2017 I was on my old tariff and I have used 3024kw which was £103.41. In March 2017 on the new tariff I used 1996kw which was 107.48. The difference is astonishing as you can see. I have used one third less energy, but ended up paying more. How does that work out £5 more a year?”

Helpful Report

Posted 8 years ago

“I had a engineer come do a annual boiler check, he ticked off all the checks and signed it off. Then the boiler filter started leaking! So i had to get another british gas engineer out to look at it, he actually knew what he was doing, but he said that the first engineer did not check it at all, it was impossible to check as it is locked/seized and wouldn't budge. So british gas rip you off, dont do the job correct and seeing as though it is GAS related it is a very serious matter! I had to fork over £255 to British gas for a new £80 filter to be installed to stop the leaking (1 hour to fit). Absolute joke, It wasn't leaking until the british gas guy came over, so i'm sure he tried to get into it and when he couldn't move it he left it slightly open. If it was leaking before he came then why has it been signed off? Why isn't there damaged chipboard flooring under the boiler? Chipboard doesn't do well with water so that says it all really. Either way: he damaged it or didn't even check it and signed it off as checked!”

Helpful Report

Posted 8 years ago

“British gas wouldn't or couldn't take my payment as their online payment kept refusing my credit card and wouldn't authorize it even though it worked fine everywhere else. I communicated this to them that I had tried to pay my bill 8 times over the past month but their site was stopping me. They suggested or said nothing of any value so I emailed and said I would wait til they fix their site and a few weeks later I received a letter from a collection agency (debt collection) called Arvato. They were nightmare number two as they dont answer their phones, they havent answered any of the two emails I sent them trying to pay or either of the two complaints procedures I went through or any of the 12 agent call backs I requested. So now Im in a position where I have continually tried my best to pay this stupid bill doxens of times but everywhere I go they fail me with ignoring me. It seems as though its a ploy to put me in debt and charge extra costs for their mistakes. The communication with BG was a complete joke speaking to a new person everytime I sent an email meant they had no idea what my story was so far and it all kept going round in circles with me telling the same story again and again. They are a pathetic don't care outfit of morons that dont know their arse from their elbow. As for Arvato they are equally as dumb and completely ignore people who are genuinely trying to just pay a bill. These idiots wouldn't have a leg to stand on in court, my records from my bank clearly show repeated attempts to pay off the whole bill dozens of times but the British gas site isn't working as it should, they even said that to me yet transferred me to a debt collection agency. The fact the Arvato doesn't give a toss is another joke and also demonstrates that they are neglecting their duties also. Look on the glassdoor website to see what their own staff say about Arvato. Its a joke. These muppets should all be shut down”

Helpful Report

Posted 8 years ago

“Near to my policy renewal, the helpful assistant waived the cancellation fee. The call centre was super quick in responding and very polite. Wonderful!”

Helpful Report

Posted 8 years ago

“They put in the wrong address when I set up the account, I told them so many times and they did not change it. I called for engineer as I had a problem with my boiler and they sent him to the wrong address. When I booked the appointment the customer service team took me through security she really cares about her job as I gave her my home address and she did not pick up that there was another address on the account, if she did we could have resolved this at 1pm when I called. they re-booked for this morning between 8am and 10am surprise surprise no one showed, so I've canceled all 3 of my policies this morning.”

Helpful Report

Posted 8 years ago

“EVERYTHING! we have had rubbish service and had to take 4 days off over the last few months as the engineers have not turned up and the people over the phone have not idea of what is going on!”

Helpful Report

Posted 8 years ago

“Once you are their customer, they don't care you. They are good with their user interface, attractive pages and packages and customer service only till you buy their services. They give you false promises, for example - if they are to inspect the gas hob or boiler and they fix an appointment, they don't turn up. You sit like a fool whole day wasting your holidays and earnings. They really don't care. Also in case of emergency - like tap leaking or etc,. they again promise and fail to turn up. This is because they are having lot of customers and they are in huge profits. They don't have enough resources. Even if someone turns up, they are very rude as if they doing the job for free.”

Helpful Report

Posted 8 years ago

“Charged us a substantial amount for our final gas and electric bill wich they say is an estimated bill although we have always sent accurate readings my new supplier also sent them the readings. they have charged my account on two occasions within a few weeks of each other without any bills being sent to us letting us kno that we about to ripp you off wich could of gone against my credit history or debt with my bank if ther was no money in my account they did say we did send it but when i asked for a copy of it it's just a coincidence it wont let them send me another copy? Ye righ.Even after supplying metere readings they refused to resolve. they tell you we will pass to our experts that have no clue. end result is they want me to contact our new suppliers and get them to send them meter readings when i can give them it and have. Also the customer sevice is a disgrace by faar the worst i was on phone with labona for over 45 mins wich she said she got to the bottom of and then cut it off and when i called back the lady i spoke to the second time had no clue as to what was going on because there was not much notes left so had to go through everything again only to be told that the bill is on my wife's name and they cant discuss with me becuse its data protection but have never had them ask this before this begs the question is our data safe in the hands of british gas? I will never recommend this company or its services to anyone again they should be ashamed to call themselves British gas if you are with this company i feel sorry for you. My fisrt call was made to labona at 11.07 on the 11/3/17 i don't normally leave reviews but new customers to british gas be aware”

Helpful Report

Posted 8 years ago

“Terrible experience, British gas estimated my final bill. Empty property, no gas usage and bill came to a £120! After hours on the phone they finally admitted the made a mistake. Now they are trying to charge a debt collection fee. I really feel for the old and vulnerable who have to deal with this company.”

Helpful Report

Posted 8 years ago

British Gas is rated 1.2 based on 3,142 reviews