British Gas Reviews

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

1.2 Rating 3,209 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,209 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 15%
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 21st December 2025

105

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

“what a big mistake joining them, in December I had to call them for a boiler check, then they gave me an appointment with engineer but because it was for after 3 weeks, I have decided to cancel it, and then two weeks after an engineer came and stayed in my home for 5 minus, he just asked where my boiler is, then one week after he has left, I was charged £100!!!!! what a miss sold contact. JUST KEEP AWAY FROM THEM.”

Helpful Report

Posted 4 years ago

“Had gas & electricity cut off with no warning in the freezing cold for 12 hours as British gas was sending bills to wrong person. Had to have children collected through covid pandemic. It was pitch black & they were freezing cold & crying. Worse experience of my life.”

Helpful Report

Posted 4 years ago

“Omg did I really give British gas a one star if I could give a negative number I would have avoid avoid avoid. Waiting to have my oven and fridge freezer sorted since July 2020 we are now in January telling me . Parts discontinued parts not in stock appointments cancelled me having to ring up to find out engineer is not turning up terrible terrible terrible do not waste your money on the domestic appliance cover. It happened with my fridge freezer 2 years couldn’t get an appointment for nearly a month then happened again cancelled appointment. I thought I will try it again I would not even go near British gas ever again for appliance cover absolutely disgusting service the people on the phones are great but to get an appointment or an engineer out is terrible. I never write reviews normally but felt I had to to warn people to avoid”

Helpful Report

Posted 4 years ago

“I'm a tenant in fairly old house, so we have had lots of problems with various appliances breaking down since moving in. Luckily our landlords have British Gas Homecare cover, and BG have been unfailingly great for the whole time. Always kind, polite and helpful on the phone, appointments are easy to make and move around, and generally within the next week. Most of the time the issue is fixed first go as well if you describe it in a bit of detail when making the appointment. Can't recommend enough.”

Helpful Report

Posted 4 years ago

“British gas have caused us so much stress, anxiety and worry. We joined them for our gas and electric, they setup our direct debit and monthly installments. Was with them for 12 months, our smart meter installation was cancelled because of Covid, had no apology or phone call. No readings were taken over the entire year. Without our knowledge we had signed up to an automatic energy switch company, when our services swapped we then received a final bill and charge from British Gas for over £700. They effectively took away our ability to pay by direct debit and didn’t manage our account. At no point did we receive communication we were not paying enough each month. Since trying to resolve and get support for the huge bill it has been nothing but stress and impossible to get help. Put on hold for over 30 minutes numerous times, constantly transferred to wrong departments. We can never speak to the right person or speak to anyone who can help, it’s shambolic. Constantly told someone will call us and never do. Have since raised a complaint, was told would receive a call within 5 days, still waiting two weeks later. We are now getting threatening letters to pay our bill which we can’t afford. Please don’t ever use this supplier. We can’t tell you enough how poor the customer service is and how much worry they have caused us”

Helpful Report

Posted 4 years ago

“Absolutely is a waste of time. Almost a year on from my review with British Gas nothing has changed. App constantly needs re installing and takes ages to get it to register my email and new password. Can't tell you how many times I had to get new password link. Gave up after trying for over 2 hours one night till the morning. The balance is still out of date so inaccurate. I am looking into new provider as I can't be bothered wondering whether I'll be able to top up online when I need to the most. British Gas you need to sort out your IT App development. As for finding a contact number...impossible if you can't log in in the first place.”

Helpful Report

Posted 4 years ago

“Following on from my other review, the reason my appointed schedule was rescheduled is due to British Gas employees going on Strike. Thus is disgusting that the customer service rep did not even mention tthat when I called today. Absolutely taking this complaint to the next level.”

Helpful Report

Posted 4 years ago

“I have British Gas Homecare and 3 weeks ago reported problems with my boiler my appointment was rescheduled 24 hours before engineer due to arrive, but no call to advise this fron British Gas. Only calling to check engineer is still coming was I told this has been rescheduled. I understand during this 3rd Lockdown the pressure it has caused but having a frontline Paramedic working during this pandemic to be able to come home early hours in morning to a warm home and hot water o they can shower would be nice. 3 weeks with intermittent working boiler and paying over £882.00 a year to now have to wait another week (which could be rescheduled again) is totally unacceptable. I will not be renewing my policy when it is due for renewal.”

Helpful Report

Posted 4 years ago

“Now beat this i was with British gas,elecric and inasmuch offered a cheaper deal with someone else ,then I found out that I was 99 pound in credit with them ,but now cause I'm leaving them they say I owe them 250 quid god damm cheek never will I go with British gas again even if I have to go without said gas ,elecric avoid like the plague .”

Helpful Report

Posted 4 years ago

“So British Gas not working with payzone all day in my area but for the British Gas customers service it’s my card fault, only option available for me change the meter, they told me to go To a post office to get a new card and then again post office don’t do card anymore, customers service is ridiculous”

Helpful Report

Posted 4 years ago

“Overcharging a pensioner”

Helpful Report

Posted 4 years ago

“I have installed and uninstalled the british gas app too many times now it is extremely slow,and sick off it not identifying my payment sometimes it sometimes it doesnt then when topping up you cannot vie half the payment screen when entering bank card details! Also my pet hate when signing in"it looks like an email address to me!! What is that?it needs sorting out sick off it now”

Helpful Report

Posted 4 years ago

“British Gas have acted appalling towards customers during the UK pandemic. British Gas have hounded customers for payments and threatened the use of debt collection agencies when accounts are a few days old. British Gas has continually breached the government guidelines for utility firms during the national lockdown. Ofgem should take decisive formal enforcement action owing to the way British Gas has treated customers during the pandemic.”

Helpful Report

Posted 4 years ago

“What went wrong ? What went right ! If an option for 0 stars was allowed , that would be my choice. Where do we start , ok , we bought a house in October to do up in Swansea. At this point we had to pop rd and top up the gas / electric in a appropriate shop , and this was rarely easy , to the point I spent all day trying to get a top up , and it actually went dark one day after starting the noble quest to get some power at 10 am . I do not live in Middle Earth B.T.W. This nightmare continued despite numerous unsuccessful contacts with the utter incompetent so called agents . Every agent assured us that the matter would be resolved I think 48 hrs , more like 48 years ! In December British Gas installed a brand new smart meter with top up capability , via the app as the answer to all our problems , and it has never worked since installation. This has left me with the inability to top up my electric, (as I’m not using gas at the moment). Despite over 8 hrs of phone calls and countless hours of online chat , the situation has never been resolved . I’ve been cut off mid phone call several times , and don’t start with the online chat ! Last attempt 5 minutes ago , on the complaints page , resulted in me getting to the top of the queue , to then be informed that I was in a chat with an agent , only then to be passed to a different agent , this happened 3 times, and then I had the message NO AGENTS AVAILABLE , at which point the online chat locked out . This was after waiting in the queue for 25 mins . When I have actually got through , either via phone or chat ,all advice I have been given has proved utterly useless and ineffective, and the issue has never been resolved and even yesterday evening an agents advice that it would be resolved by this morning has also failed . A complaint has been lodged with the promise of a phone call back to discuss , and this has never happened either . ABSOLUTELY USELESS SERVICE ALL ROUND , AND AS FOR CUSTOMER SERVICE !!!!********* Please heed my review and avoid BRITISH GAS AT ALL COST.”

Helpful Report

Posted 4 years ago

“I contacted the BG HomeCare team to report a problem with my heating. My boiler stopped working and as a result I have no heating or hot water in my household. After listening to their annoying automated chat bot for 5 mins, I managed to get through a representative. I informed the HomeCare representative that this was an urgent issue as I have family of 5 including children, one of which is under the age of 5 and that I don’t have any alternative heating options such as a gas-fired fireplace or an electric heater that can my household warm. Unfortunately, I was told that the earliest possible appointment was 10 days away and that British Gas couldn’t treat my request as an emergency or urgent because no-one in my household was ‘vulnerable’. This is a very inhumane and absurd response especially when I have 3 young children under the age of 10. The customer representative didn't even seem to care about my intention to make a complaint and was laughing when I mentioned that I won't be able to take a bath or shower for 10 days. I find British Gas’ failure to treat this as an emergency extremely disappointing given that I am currently paying around over £640 a year for my HomeCare and yet cannot get British Gas to send an engineer in an emergency situation, leaving myself and my family to live in the cold and with limited sanitation (no heating and no hot water!). The Pandemic and lockdown make it extremely difficult to use other means of getting access to hot water such as using a relative’s facilities, which unfortunately is not an option for my household. Very upsettting, inhumane, and frustrating indeed.”

Helpful Report

Posted 4 years ago

“After having a new boiler installed as I was without hot water and heating and marked as a priority customer I had nothing but terrible service from BG. At every point I had to chase them to finish the job. The only thing they were quick at doing was sending through the bill. I am now having to go to the tip to get rid of the scaffolding they left in the garden. Disgusting service from a companý that charges premium prices.”

Helpful Report

Posted 4 years ago

“incompetent, dishonest and desperate”

Helpful Report

Posted 4 years ago

“No direct person to speak with, all automated charging 20p per min on every number called. My 88 year old mother's boiler broke on the Saturday and she was on the phone for 20 mins and they (automated message) booked an appointment for the following Thusday, meaning she was without heating and hot water for 6 days. I sent an email to the Cheif Executives office and did get a response, and although it has finally been resolved 5 days later (not much difference) it has not been to our satisfaction. Absolutely disgusting.”

Helpful Report

Posted 4 years ago

“The company are inefficient, unreliable, and cause problems rather than solutions. To speak to anyone on the phone or on-line chat takes well over 30 minutes and in my experience no help has been provided and despite making a formal compliant a simple matter has not been resolved nor has the complaints officer replied to 2 more emails or more complaints. I rarely complain but I do when a service let me down badly. As soon as I can I shall leave British Gas but cannot at the moment, ironically, because of thier inefficiencies! I would suggest anyone thinking of changing to British Gas should look at alternative providers!”

Helpful Report

Posted 4 years ago

“Customer service is shocking. You ask to speak to the manager and they basically refuse to come to the phone. AVOID LIKE THE PLAGUE”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,209 reviews