British Gas Reviews

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

1.2 Rating 3,208 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,208 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible service. Have to repeat everything to different people.”

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Posted 5 years ago

“Appalling customer service. A truly incompetent organisation. Unresponsive and incapable of dealing with relatively simple complaints-”

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Posted 5 years ago

“Hand on heart the worse Customer Service I have ever encountered. False promises which are having a huge impact on my credit score due to their errors and it is now preventing me from completing on a mortgage which is now putting my home in jeopardy. I have been promised the earth from several customer service reps and have received zero documentation as I have been promised on more than one occasion. I one week, I have been on the phone to BG for over 7 hours, and have achieved zero progress. A shambles of a company who should not have the right to use the world British in their name. Nothing at all British about you clowns!!!”

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Posted 5 years ago

“Avoid. Take money and refuse to refund over payments immediately instead say they have to send a cheque - always had issues with BG - avoid at all costs. We are moving to octopus”

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Posted 5 years ago

“Customer service is unhelpful. They took a payment from my account without authorisation and said they cant send it back it has to be by cheque. Never get through to anyone and if you do they aren't English or struggle to speak it. No one can help any questions you have they have to speak to a manager - overall avoid avoid avoid !”

Helpful Report

Posted 5 years ago

“The customer service is awfull. I'm calling now 10 tine with the same problem!!! I'm tired to hear just different options, and nothing to be done !! They constantly send me to the pay zone to get a refund, but the shopkeeper doesn't have the capacity to understand how to give a refund. So here I'm without any refund but jumping between the customer service calls and unable people to pay zone shops.”

Helpful Report

Posted 5 years ago

“There are many cheaper energy providers out there but sometimes you don’t mind paying more if you get a good service. My mums been with British Gas for a while now. Just before Christmas they decided to deduct a few hundred from her account without telling her. I called them and they said it’s because for a year they had been undercharging (my mums got a smart meter). I then realised for that whole period they had never sent her a bill, which they admitted to. She also owed even more money, that was just a part payment. I know maybe she should have realised that but when someone from British Gas estimated what her monthly usage would be who would think we could go over that by so much. I explained to British gas that my mum had been caring for me, her young daughter through breast cancer, along with caring for my granddad (her dad) who had passed away and caring for my nan (her mum). This meant that my mum was unable to work so money was tight, especially with me having to live at home again. I thought that as I was dealing with British Gas we might have been dealt with a little more efficiently. I raised this on 29th of November and no matter how many times I call or emails I send they just keep saying it’s still being looked into. My mum has never in her life had a debt or owed money so this is really stressful for her. If anyone is looking on here to decide whether to go with British Gas, I wouldn’t bother. It will be fine until you have a problem and then you will never hear back from them.”

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Posted 5 years ago

“I joined British gas January 2nd and my god what a nightmare rubbish customer service rude staff. I called several times about a electric key last time was told mam it takes three days to come.. well another six days still not come .not been able to top up since December been using old credit. Every time you speak to someone it takes nearly a hour to get through never call back .well I have switched supplier back to my old supplier. be with them Monday and already have a card for meter. They do not look after customers full stop. the best thing british gas can do is shut up shop useless company”

Helpful Report

Posted 5 years ago

“Worst company I have dealt with in my entire life, I gave them a one star only because I can’t give a review without nominating at least one. They fitted New Boiler , workmanship was deplorable. after sales is even worse, still trying to get them to resolve our issues. Take some advice, find a local Gas Registered Installer whom has a history of good reviews and satisfied customers. Boot British Gas into touch.”

Helpful Report

Posted 5 years ago

“I first moved into my flat 10 years ago and soon after was issued with a gas bill for almost £500, even though the flats were newly built! I don’t like gas and my son fitted my ELECTRIC oven into my kitchen..After 2011 approximately I started to receive gas bills quarterly and rang numerous times explaining that I neither had a metre nor used gas..In approximately 2014 I received a bill for £450... I rang again and again getting told that I had a metre in my flat ( I didn’t) and that this was for a standing charge..Eventually I found out that they had installed a metre in a chamber not even near my block! On finding this out I asked for it to be removed immediately but waited ages (My elder sister at this time was terminally ill and I was helping with her care) until finally an engineer was sent to remove it. The metre read 000000 usage! Recently I received yet another bill for £249.20 threatening a default notice ( I was issued with a CCJ for the last bill) so now I’m ill and still I’m getting nowhere with them! It’s been ten years of this....The stress, injustice and outright malfeasance of this company is beyond words!”

Helpful Report

Posted 5 years ago

“Pretty similar to what others have said. Paying for boiler servicing and waiting nearly 2 months. Just had another call saying I'll have to wait another 2. Pretty shocking they get away with it...”

Helpful Report

Posted 5 years ago

“Continually cancelled service appointments on our boiler / fire, despite taking huge monthly d.debit payments. They are a business who have to observe the laws of the land like any other, yet arrogantly feel they are untouchable. They quoted page 28 of their terms and conditions (which they have never supplied), thus: no refunds. Any other business operation with such "sharp" practice would be sweating on a court appearance. Avoid at all costs.”

Helpful Report

Posted 5 years ago

“Almost impossible to contact them if have a problem, website doesn’t take you to what you’re looking for. Agreed to do their survey after but was cut off after the first question when I said I was very dissatisfied! Even more so now”

Helpful Report

Posted 5 years ago

“The worst EVER, you call 50 times on the same issue, they tell 50 different things on the same issue. I regret ever using it.”

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Posted 5 years ago

“Just had homecare cancelled because wouldn’t pay 800pounds for power flush”

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Posted 5 years ago

“@BritishGasHelp No one should pay for your abysmal service and i will be adding reviews as our boiler has brokendown and left us without hot water and heating. The best you can offer is an engineer in a weeks time 30/1 and for me to buy electric heaters and not wash! @ofgem”

Helpful Report

Posted 5 years ago

“Can never log on !!!! British Gas online is the same!! Truly pathetic”

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Posted 5 years ago

“They are bullies,rude Dont care about customers and all that is putting it mild.They do not listen to you send debt collectors to wrong people and will not arrange a new contract when they say they will then blame you the customer.I tried to change supplier they refused it for no reason.I told them for 5 years the bill in wrong name every year to no change.A tenant ran away from my shop they made me pay as landlord did not care fined me huge they made me pay.The list goes on and on Well done,British has you must need the money more than your customers do.If I could do minus stars I would.”

Helpful Report

Posted 5 years ago

“BG installed new boiler and hot water tank which leaked causing damage for which I am still waiting for compensation over 2 months later.”

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Posted 5 years ago

“Customer service is non existent, no weekend telephone number to call despite the fact that the majority of their customers are bound to be people that work weekdays and despite the number of people on twitter saying how ridiculous this is. I haven’t got the bottom of my issue after 6 months and now I have no gas. To top it all off, it’s a Sunday, so I cannot contact anyone from British Gas over the phone. What a joke!”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,208 reviews