British Gas Reviews

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

1.2 Rating 3,128 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,128 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

“you are so quick to take my cash but slow to resupply me you are just profiteering”

Helpful Report

Posted 2 years ago

“Same experience as all the other reviewers. Vulnerable elderly mother with extensive physical and cognitive issues let down again and again. Can't get through their awful phone system, after hours and hours of trying got through to someone at last. I said thank goodness, please listen, I have an elderly and vulnerable person who is being put at risk by British Gas - I will go through what has happened so far and then I really hope you can help me. I heard a click and an automated message said 'the other person has left the call'. I assume she realised it would take a while and she wouldn't reach her 'getting rid of customer' target time. I was cut off completely and had to start again. This after listening to endless messages about how the BG staff must be treated with courtesy. What about customers? Had another experience a few weeks ago when an engineer didn't turn up after waiting 12 hours. At last got through to BG and was told that the appointment was 7-10pm and that I was mistaken. Offered to send emails, texts etc to the contrary (one sent only an hour earlier). BG altered appointment and didn't tell me and then tried to tell me I was wrong! i live 1.5 hour drive from my mum. If the engineer had arrived at 10pm my mum would have been in bed. It would have terrified her having someone ring the bell in the middle of the night. If she had tried to get to the door it would have been catastrophic. What did the call centre person say - oh well you could have popped over when he arrived! No bother leaving an elderly and vulnerable person in sub zero temperaturees with no hot water. BG do not priritise vulnerable people, in fact they penalise them by making the phone system totally inaccessible. Call centres obviously contracted abroad. Staff can do ANYTHING without contacting their supervisor. My experience shows that the worse it gets the less they want to deal with it. BG homecare is a disgrace, and it is inevitable that there will be some very bad outcomes for people abandoned by them.”

Helpful Report

Posted 2 years ago

“It’s a worse company and scammer I been with them from 5 months and I been paying monthly DD. When I ask them I want to go for top up because I’m not using anything they sent me bill of £1770 and when I call them they said your meter is not right. I explained them that I don’t cook at home not using heater and it’s a flat how is possible but still they didn’t sort it out my issue. Please don’t join the British Gas they are so doggy. I’m still waiting for to change my meter it’s been 2 weeks I call them everyday and explain them same thing again n again but no progress.”

Helpful Report

Posted 2 years ago

“12:00- British Gas engineer came out for our annual service and stated our boiler was unsafe to use due to a leak in our flue pipe and sealant required around the boiler . The gas got capped off, boiler turned off and we was told by the engineer that an appointment would be arranged for an emergency engineer to come out and complete the repairs, where required, by 8PM. He did state that our service did not cover the cost for the repair and that we would have to pay separately amount (which we agreed) 17:54 - I called a member of the British Gas team on (0333 009 5784) to confirm that the engineer is definitely coming for 8PM and I was informed by the member of staff that an engineer was booked in for an emergency call out, for the repairs, and would be with us by 8PM and gave me a number just incase we needed any additional assistance or if the engineer is running late (03301000079) 20:23 - called a member of the British Gas team again on (03301000079) and was on hold for 1 hour & 12 minutes, then eventually got through to a member of the service team (21:35) where at the beginning of the call I asked if she had all of our details just incase the call / connection disconnected, in which case BG could call us back. The member of staff confirmed she had everything she needed and if we did loose connection she would call me back. Once that was confirmed I explained that our gas has been capped (so we are without heating & hot water) and the engineer that was arranged for 8pm still has not arrived. The customer service operator explained she would need to investigate and placed me on hold. After being on hold for around 5 minutes the line cut. It’s now 22:31 the agent still has not called me back, I am on hold again (where I am told by the automated service that I still have another hour to wait. Still no engineer (due at 8pm) heating, hot water or gas! You have left us in an unfit state considering the engineer was here doing our annual service…. What have we paid the annual service amount for! Go and tell us it not deemed safe, cap the gas (without heating and hot water) and not even attempt todo any repairs nor get in contact to arrange any advice or available appointments! I have a low immune system and high risk for health problems… and dealing with the current temperatures and being left in this state is appalling, inconsiderate and careless. 23:17 - after being on hold for 1 hour & 45 minutes we have managed to get through to British Gas and they have just confirmed that 1st no engineer was arranged and that we should have never been informed (on one more occasion) that an engineer would be out with us at 8pm. The lady offered to place me on hold to see if there’s anyway we could get booked in for an emergency appointment tomorrow.… after being cut off for the 2nd time this evening, this member of staff actually called me back (23:28) and confirmed I was cut off her end by mistake. I was then informed they are unable to assist and provide us with an engineer due to the high volume of demand they currently not taking any emergency appointments and that an engineer was never coming out to repair our boiler (even though this was confirmed on more than one occasion) WE HAVE BEEN LEFT WITH NO HEATING, HOT OR OFFER OF ASSISTANCE!!! ALL WE HAVE IS SIX LAYERS OF CLOTHING AND COLD WATER!!!! IF WE HAD KNOWN WE COULD HAVE GOT OUR OWN ENGINEER… PAID £84.03 FOR AN ANNUAL SERVICE THAT HAS NOT BEEN ACTIONED! JUST LEFT COLD, DIRTY AND HOPELESS…. #BritishGas if you need evidence, I have plenty … I have videoed every phone call (when I have managed to speak to an agent), wrote down the times, and much more!! ALSO know your calls are recorded for quality control and to meet your regulatory responsibilities”

Helpful Report

Posted 2 years ago

“93 YEARS OLD, left with no heating for 9 days and still not fixed My Aunt & Uncle who are 93 YEARS OF AGE, YES 93!!!! Have been totally abandoned, and left with no heating and hot water for 9 days now, an engineer eventually came out on Thursday to look at the boiler and said he would return Friday to fix it or Saturday at the very latest, hadn't turned up late Saturday afternoon so rang BG Homecare and they said yes he's booked in for the repair but wasn't answering his phone, called BG Homecare on Sunday was told he would definitely be there Monday, called 6.00pm Monday as he never turned up, was told don't worry, 100% he will arrive to repair the boiler that evening. HE NEVER TURNED UP. How Can BG Homecare think this is acceptable for 93 year olds to endure 9 days of sub zero temperatures with no heating, at their stage of life this isn't just an inconvenience it is LIFE THREATNING, signing up to BG Homecare they put their trust in you to take care of them and you betrayed that trust with false promises and false words of concern, Shame on you British Gas you are an absolute DISGRACE”

Helpful Report

Posted 2 years ago

“Notified them of my mothers passing and that I would be taking over the gas and electricity to the property, and they can not sort this out; spent over five hours via phone calls and web-chat and still not sorted. They are inept. I wish there was a minus start rating.”

Helpful Report

Posted 2 years ago

“One the the rubbish companies so far too this is disappointing people are being to told something new everytime they ring and and advisors giving false information and always making people wait more then one hour after saying they will be 45 minutes. This not acceptable especially being with them for years and half of the advisors don't even fix the problem. I will being changing my provider . And they don't help vulnerable and priority people as I have told about my situation in the last 14 days always another excuse.”

Helpful Report

Posted 2 years ago

“Boiler broke, during a winter freeze, snow and minas 6 outside, no hot water, or heat, had to wait 5 days for somebody to come and repair fault, plumber arrived, and was told we needs parts ordering to fix fault. Will call again tomorrow, nobody came, looked online and the appointment was booked for a further 7 days on. Meaning we will have been without heat or hot water for 12 days. I pay for yearly service and repairs,and the boiler has recently been serviced and passed, correct me if I'm wrong but it states in their agreement pamphlet, that they can get parts the next day. Worst of it is you can not get to speak to a human. Its all automated service on phone. And when I finally did get in a queue to talk to someone I was in a queue tor 1hour and 46 minutes. So ended up putting the phone down. So still didn't get to talk to anyone. Hence we are sat at home freezing. I will be cancelling my contract for repairs and finding a better more reliable service.”

Helpful Report

Posted 2 years ago

“I just transfer from EDF to British gas for gas and am regretting now. If i continue like this with British gas i will go bankrupt. I can not heat my 2bedroom flat anymore. Am going back to EDF. Shame on British Gas they are explorers.”

Helpful Report

Posted 2 years ago

“Disgraceful service from British gas today as we attempted to book an emergency repair for my 92-year-old father, who is disabled and housebound. His boiler broke down on Friday and as Home Care customers we attempted to arrange for a repair. We eventually succeeded in getting through and were able to book an engineer for the Saturday, though no-one ever appeared despite assurances that from further calls. I called on the Sunday morning to be told the booking had been cancelled (no reason offered) and not rearranged. On attempting to rearrange, I was told the earliest possible date was January 3, because regardless off my father's age and infirmity, he did not have a chronic health issue which meant the lack of heating posed a threat to life. I should add that all four calls we made over the weekend entailed a wait of at least 45 minutes to speak to an operator, then on Sunday I was put on hold for a further 15 minutes after finally getting through. We got the boiler fixed privately and needless to say will be cancelling our Home Care contract. However, I found this exploitation of loyal and vulnerable customers to be shocking and deplorable.”

Helpful Report

Posted 2 years ago

“They have charged me £1779.44 for period of one week. 19/11/22- 27/11/22 I have already payed £750 from March by direct debit and another “estimated bill” of £1113.09!!!! People HELP!!! I am in two bed flat living with my 7 year old son!!! Having two storage heaters.”

Helpful Report

Posted 2 years ago

“A terrible company leave the disabled and vulnerable for days without power in minus six freezing conditions and trying to get that 66 pound energy help of them, well good luck trying, how they have so many customers is baffling, and its no use phoning up as they will not answer”

Helpful Report

Posted 2 years ago

“My prepay smart meter is showing I am using £4.08 per hour on gas (my heating is not even on). Before this it was showing between 50p to 95p without heating or hot water being used. Cannot get through to anyone other than a stupid robot that wants me to top up. I don't want to f...ing top up.”

British Gas 1 star review on 16th December 2022

Helpful Report

Posted 2 years ago

“Hi I had a new boiler fitted at the end off October 2022 which cost £4700, after two week I had to call them out as the new boiler would not turn off after 4 days a engineer came and fitted a new part to this new boiler but two week later the same thing went wrong with the new boiler, again it was over seven days before there came out and change the same part and all of this time we were told to turn the boiler off so no hot water and no heating and since we had the new boiler fitted 3 of my radiators downstairs only get warn and it take over 3 hours for them to warn up, I have ask then to sort it out and there have now told me I now need a power flush which I been told will cost about £900 so I book them to do a power flush on friday the 15th December but have now found out there just coming out today to give me a quote. 7 week ago we had a new boiler fitted and 3 week of them we were told to to keep the boiler off. Would I recommend British Gas and I am sorry to say a big fat NO. if any one is thing of going with British gas do not. As for trying to contact them on the phone most of the time you waiting well over 30 min and once it was over 1 hour. As of today still waiting for my boiler to be sorted out, I think I be looking at the new year before it will be sorted. It seem Britsh Gas do not care, My wife look after our 15 month old grandchild 3 days a week, But it so cold we had to use a electric heater which is not cheap.”

Helpful Report

Posted 2 years ago

“Absolutely appalling service!!! I pay a premium for home care so when my toilet cistern broke and would not flush I booked an engineer visit,had to wait well over a week.Received email & text to confirm visit on the day the engineer failed to turn up so spent over 3 hours on phone and chat line waiting for explanation the first person said the appointment had been cancelled due to no engineer but could give no explanation as to why I hadn't been notified, the second person said I never had an appointment in spite of my proof in email & text, eventually made appointment for next day and again the engineer didn't turn up, same again spent hours waiting on line & phone chat only to be told cancelled due to no engineer, they don't even have the courtesy to let you know of cancellation, just going round in circles now, when you pay of £40.00 a month for service you expect them to fulfil their contract, their service and customer service is an absolute disgrace!!!!!”

Helpful Report

Posted 2 years ago

“British Gas you are the worse company I ever come across, the staff are rude and disrespectful and are not qualified to do their job properly. My smart monitor has not worked since I got it, I have contacted British gas numerous of times and still no help. I will not recommend anyone to go with british gas. British Gas you should be ashamed of yourselves. Paying for service that I'm not receiving. What a waste of time!!!!”

Helpful Report

Posted 2 years ago

“Horrible , boiler broke down , was not able to speak to anyone , had no chance to make a complaint as all their online chat people were busy ‘at the moment ‘🤬, and no email to complain either , one can call and wait for ever honestly, they are good at collecting money but that’s about it . Useless”

Helpful Report

Posted 2 years ago

“British gas goes against our human rights. Micheal king senior complaints manager switched me over to prepayment yesterday and he wiped my credit. I put £208,54 in both meters I woke up this morning and I'm on emergency credits and I phoned since 8 this morning I have just had to refuse my disabled grandson heating, how bad do I feel. It's not my fault I don't owe them money I'm in credit, with my energy about to go... we are freezing.”

British Gas 1 star review on 15th December 2022

Helpful Report

Posted 2 years ago

“Absolutely disgusting service, 16 phone calls 28 hrs on the phone, lie after lie after lie I'm still no closer to getting my support sceme vouchers for October, November or December, don't tell me to contact you on twitter or fb, I don't use them I just want what I'm entitled to, I could go on all day about the lies I've been told but what's the point it clearly doesn't get you anywhere, I've spent all my grandson Christmas money as I was told I needed to top up my meter 3 times oh that was another lie, I've had the phone put down on me even though we have a 10 week old baby and 2 vulnerable disabled people in the house apparently with only 47 pence on my meter it's not classed as an emergency absolutely disgraceful”

Helpful Report

Posted 2 years ago

“My daughter could not get through on phone to report boiler not working. She tried online for appointment and was given 9th january and today is 14 december ! She eventually got through on phone to be told maybe 16 december. The operator then said no and hung up on her ! Bunch of useless idiots. Fast enough to take your money but not interested when you phone up. Avoid these crooks.”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,128 reviews