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

“We pay £272 for full home care cover. In addition we have to pay a £60 excess on every job requiring a repair. If we do have a repair in one year of cover the price of the policy still goes up. No discount for not making a claim. Currently, we have no central heating. While British Gas engineers are looking after new customers who are offered £40 cash back we will have to wait ten days for an engineer to resolve the loss of central heating. Ten days for an engineer to come out is appalling. We are vunerable and all Britsh Gas offer is a heater. Cannot put this down to COVID-91 but looking after new customers and giving them £40.. . No heating, and we are vulnerable and some nights are cold. Been using British Gas home service since it first started, a life time. To add insult to injury, British Gas does not trust its customers and wants the excess up front. We will borrow a heater from family, don't want to trouble British Gas. When the contract ends so does my loyalty to British Gas and I will join Homeserve.”

Helpful Report

Posted 5 years ago

“Don’t know what’s happened to BG Home Care. We’ve been with them for a number of years, transferring from their main competitor. Things were great until last year and dire, this year. Annual boiler service used to be booked automatically by THEM and you got the choice to change the date if unsuitable; no more since last year and it’s worsened. Indeed, I’ve spent more than two weeks trying to speak to a human being without success. Their App doesn’t work; their website tells me there’s an error, their chat/text messaging service tells me they can’t get into my account, that I appear deregistered and for me to request a login link. Did so and still received an error message. (Grr!) Got fed up and rang them and still wasn’t able to speak to a human being! Managed though to book an annual service with an automated system. I still need a plumber to come out to fix a leak! Booking an engineer shouldn’t be this difficult. It’s sad that the booking process is painful- makes me wonder if they’re trying to take your money without offering the service. That said, I should add that most of their technicians who’ve fixed things in the past have done so effectively - for us, it’s just been the booking system and the ridiculous ever increasing cost and roulette they play with your package.”

Helpful Report

Posted 5 years ago

“Absolutely awful service. I am extremely annoyed having paid for home care for years. No hot water for over a week and faulty boiler . Despite promises to come and sort out the emergency I am still waiting. Appointments are cancelled last minute. It is impossible to speak to a human being except when I have to reschedule an appointment that British Gas cannot make. Of course the person cannot answer any queries and is only able to apologise. I am wondering why I am payi for such shoddy service. This whole situation is making me ill.”

Helpful Report

Posted 5 years ago

“We had a new boiler from British gas installed December 2019, 8 months ago, it has now stopped working!!!! we have been homecare customers for 20+years, automated service offered earliest appointment for an engineer on 7 September, 9 days without hot water and any heat!!!! As my husband has serious health issues we now have an appointment tonight, anytime up to 0600 tomorrow morning, I am beyond speechless at this shockingly bad service, I also expected a new boiler costing thousands of pounds to not break down after 8 months!!! Am currently looking for someone else to supply a more reliable boiler insurance, our annual service should have been carried out in may but due to covid wasn't.”

Helpful Report

Posted 5 years ago

“unable to book an appointment via app or website for an engineer with homecare. i see no chat button on BG website. Homecare policy says book via app, but book an engineer button is not ther. ended up calling BG, and waiting for over half an hour before someone answered :(”

Helpful Report

Posted 5 years ago

“Bunch of unprofessional people. It is in the fabric and DNA of the British Gas (HomeCare) team to let people down. When it comes to making money they are most professional and taking the credit card details, they don't delay at all (Greedy company, greedy management). I am surprised this company is still trading. 2nd time I have been let down. The first time it took a few days to resolve the appointment and today at the end of the day, I get a call from to say engineers won't attend because they are busy. They can't even guarantee that the next slot on Wednesday is guaranteed. This company is seriously a black mark and plague on professionalism on "British Brand" less than 50% satisfied customers. Says everything about them. I just hope they shut down for good and by doing that they will do a great service for the British public”

Helpful Report

Posted 5 years ago

“Set up an account all good then didn’t get a bill for 2 months so called to find out what was going on as it was set up to be direct debit monthly was told issues with account 8 months later the account finally received a bill for the entire year showing March and April usage at around £300 cheaper each month to the bill was then informed this was because no monthly bills had been taken despite having set it up and calling to fix it. Now almost a year later still trying to stop them charging me extra for not making monthly payments when it was their mistake and fault. Awful company, misinformation spread like wildfire. Was told I could get telephone transcripts from October in July when I called (And was told they’d be done whenever the manager got round to it which is great)only to then wait 2 And a half weeks contacting about where my transcripts were to be sent to a different department who immediately told me the transcripts weren’t available and are deleted after 90 days conveniently deleting evidence against them and wasting my time speaking to multiple British Gas employees chasing these transcripts. All round a horrendous experience with British Gas will never use again or recommend to anyone”

Helpful Report

Posted 5 years ago

“Have read my meter every month for 9 years,i then get two emails saying i havent submitted them ,yet i have evry email acknowledging receipt of readings. They always manage to take the money from my accou t on time . I have every email for 9 years (sad isnt it) but I have to because british gas cannot be trusted . This is the 3rd complaint I have made regarding this . I have been told that I have been submitting my readings too quickly after getting the email and text and that I should wait at least a couple of days before submitting them . LAUGHABLY ISN'T IT,surelt this is no way to run a buisness,or is it ¡¡¡¡¡¡¡”

Helpful Report

Posted 5 years ago

“I pay for an annual service/maintenance call due Feb.20. Unfortunately due to covid BG could not attend. Rang end May regarding this visit and told would be coming. Rang again June and said when was my maintenance going to happen as I could smell soop. They took the details and stated the costs, I said that as I had a contract they was no costs. Long story short I received an invoice and maintenance visit was not carried out. The story goes from bad to worse. Spoke to customer service who stated that the invoice was correct. I sent my complaint to the COE, not acknowledge by him , then had it referred back to customer service. Customer service sent me an email asking me what the issue was. (I had attached this to my e-mail ((to CEO)) all details. Since then I have had two demands for payment, together with other emails. Today I have spent over 2 hours on the phone and web chat and got absolutely nowhere. Told in email to contact Ofgen. Could go on but I'm sure you know where this is going. My husband and I are elderly and my husband is disabled. This is making us ill.”

Helpful Report

Posted 5 years ago

“They were supplying energy to the flat I moved to, so I just decided to stick with them. BIG MISTAKE After paying electricity for almost 4 years all of a sudden my account was closed and not long after I received a bill for almost £3800 for a month! This was obviously a mistake, so I tried to contact them just to received an unbelievable response from them. They said "someone had registered my meter by mistake and updated the reading,". They said they would fix this. Well, it's been three months now. I have received threatening emails saying they will send my details to a debts collection agency if they don't hear from me. I have contacted them 6 times! Horrible, horrible service.”

Helpful Report

Posted 5 years ago

“Good morning I wish to complain about the appalling customer service I have had from British Gas. I have a home 400 service contract (for several years) with additional appliance cover and most recently the grill in my electric cooker stopped working. I contacted British Gas for an engineer and the ‘wrong’ engineer came to assess. He arranged fora more specific engineer to come and this was arranged between 12-6. The engineer did not attend despite me taking time off work to wait for his/her visit. I complained via the web chat and a further appointment was arranged for yesterday (26 August) however again a no show and no explanation as to why. I have taken two afternoons off work and this is completely unacceptable behaviour from any organisation. I want a full written explanation as to how this occurred and what British Gas intends to do to prevent it happening to other customers. Amir Savage”

Helpful Report

Posted 5 years ago

“If I could give zero stars I would. Received debt threats through their admin error then when I complained I got told to just ignore them with no apology. Avoid!”

Helpful Report

Posted 5 years ago

“Do not take out a British Gas boiler homecare maintenance plan, some may remember the “watchdog” programme some years ago - that’s it’s merely their ploy to sell new boilers & out of my recent experiences it still definitely is, each time a “technician” (engineers fix things) visits either for service or breakdown I get the patter about the none availability of parts. What a joke the biggest gas brand in the UK have no leverage, they hike their price by post every year & you can’t speak to anyone with any knowledge or brains or customer service. Last year they quoted a power flush at £990, so I asked a local expert to do it & he fixed the simple other things wrong with boiler for less than a fifth of that price. When the service came round in Jan 20 - the BG homecare gas technician said what a superbly performing boiler, I had an ignition issue this weekend Aug 20, I called For a homecare appointment - their online account method is rubbish / almost another ploy to prevent your contact. After their visit yesterday & later in the day, someone called to tell me “the fan part is not on the list” (well I think that’s what was said - it was a confusing mumble)... of course the technician’s friendly approach included “you can get a new boiler from the biggest gas brand in the U.K. for less than the cost of the homecare plan”. Confirming to me British Gas are continuing in taking money under false pretences, my plan is already over £60/month - they have no intention of fixing older boilers. I’ve had numerous previous rude & aggressive technicians over the years - thinking they know it all. So guess what, I’m fed up of this useless customer treatment - I’ll be calling the local expert, cancelling this plan after 17 years of very very weak unprofessional service. Oh yes, they’ve quoted £708 for next years homecare maintenance plan, a cost which mostly covers the BG homecare technicians sitting in their expensive vans instead of improving diagnosis & sourcing parts needed for a maintenance plan!! My recommendation is - Do not take out British Gas boiler homecare maintenance plan, use a local expert who has the right determination to satisfy you - this lot do not care about you!!!”

Helpful Report

Posted 5 years ago

“So my annual boiler service under the Homecare agreement was booked months ago for last Monday, 17 August, (first available appointment) between hours of 8 and 1, but no one turned up. Took me several calls to get thru' to real person after being cut off several times having gone thru' electronic messages. Was told my appointment wasn't for the 17th but 24th. I know it was the 17th as I remembered standing in front of calendar writing it in and saying to myself "ah, so-and-so's birthday". So today, 24th, same again, rang, eventually got thru' to a real person after several attempts, to be told they'd call the engineer and I'd receive a call within 15 mins, no such call has been forthcoming - nearly 2 hours now. Have tried to call 3 times again but after the electronic sifting process the call gets cut off repeatedly. FUMING!!”

Helpful Report

Posted 5 years ago

“Trying to get hold of someone to talk to is impossible. You do not accept or answer emails or phone calls because you say you don't have the resources to handle them during the corona virus! However, other gas and electric suppliers are offering a full service! I know this from personal experience with my family and friends. As soon as I can I will be leaving you. John Sweeney”

Helpful Report

Posted 5 years ago

“After 35min wait on the phone to speak to customer service they hang up. I have been with them previously for many years and only had troubles. Stay as far as possible.”

Helpful Report

Posted 5 years ago

“Been trying to get to my account via website and App.. The BIGGEST energy supplier they call themselves yet they can't get website or APP to work... Waste of time.. Will try phone now and see how we get on there.. If that the same will ha e to cancel the service plan I ha e just started as won't be able to make most of it.”

Helpful Report

Posted 5 years ago

“After moving into a new home I had a terrible experience with British Gas. I was put on a temporary extremely expensive tariff which I wasn't informed of until being in the property for over 3 weeks. I then received bills requesting I pay for the previous owners gas & electricity usage which they hadn't yet paid. I phoned BG and told them this was not ok and asked them to send amended final bills only for my usage. They agreed it was an error and would send amended bills. The bills which arrived were still incorrect, this time they had falsely increased meter readinging way beyond when I had switched to a new energy supplier. I have a BG smart meter so it was disgraceful they made up an estimated reading instead of using the smart meter they have access to. I phoned again requesting up to date correct & final bills. This time the electric bill was correct but wasn't a 'FINAL' bill... and the gas bill was even higher than before... At this stage they started threatening to send my details to a debt collection agency. I finally used their live chat and had to be very pushy. They agreed the electric bill should have been a 'final' bill and this was their error, and they agreed the threats were a mistake - yet continued to send them. Today I finally have written confirmation from them of the correct, final bill amounts which I will pay. avoid this con-men. Note the written confirmation also included some other customers details and case information by their error - stupid british gas!”

Helpful Report

Posted 5 years ago

“After moving into a new home I had a terrible experience with British Gas. I was put on a temporary extremely expensive tariff which I wasn't informed of until being in the property for over 3 weeks. I then received bills requesting I pay for the previous owners gas & electricity usage which they hadn't yet paid. I phoned BG and told them this was not ok and asked them to send amended final bills only for my usage. They agreed it was an error and would send amended bills. The bills which arrived were still incorrect, this time they had falsely increased meter readinging way beyond when I had switched to a new energy supplier. I have a BG smart meter so it was disgraceful they made up an estimated reading instead of using the smart meter they have access to. I phoned again requesting up to date correct & final bills. This time the electric bill was correct but wasn't a 'FINAL' bill... and the gas bill was even higher than before... At this stage they started threatening to send my details to a debt collection agency. I finally used their live chat and had to be very pushy. They agreed the electric bill should have been a 'final' bill and this was their error, and they agreed the threats were a mistake - yet continued to send them. Today I finally have written confirmation from them of the correct, final bill amounts which I will pay. avoid this con-men. Note, the written confirmation also included some other customers details and case information by their error - stupid british gas! #GPDRbreach”

Helpful Report

Posted 5 years ago

“Worst energy provider, bring up excessive energy costs, than send out people to change your energy source to pay per meter, so that you will be stuck with them and can’t change provides, also they get court judgments unfairly by not sending any notices and letters. The customer service mis managed and so many miscommunications, they don’t even know what’s happening half the time, please don’t, don’t, don’t go with British Gas! Worst company ever!”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,209 reviews