British Gas Reviews

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

1.2 Rating 3,138 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,138 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

“I actually don’t want to give even a star! Their plumbing service contractor Dyno sent 4 plumbers to fix my bathtub taps and still leaking! The first two plumbers they sent who had no ideas about what they need to do, they broke my water pipes underneath my bathtub. My whole floor was wet through to downstairs ceiling! It wet through my light fitting! It wet my carpet! My bathtub sideboard is wet through and broken as well! What’s more, my whole family without water for over two days now and it’s still going on! The whole family everyone is so stressful and frustrated! I’m still waiting for them to fix what they have damaged! I’m still waiting for British Homecare to reply to my complaint!”

Helpful Report

Posted 3 years ago

“Switched to British Gas in July 2020 - problems with communication from outset especially with compatibility of my smart meter. Despite numerous requests to rectify, a BG engineer did eventually call prior to Christmas to address issues but could not change my smart meter monitor as he did not have a 'job number' to do so. Promised to call back but despite appointments made, no one showed due to 'strike' action. BG's app is useless - kept updating but failed to give any accurate info on usage or current bills. Tried phoning BG but gave up after 30 minutes on 'hold'. Tried web-chats but mixed response from BG operators & problems with smart meter connectivity never resolved.”

Helpful Report

Posted 3 years ago

“Complete joke of a company, moved into a new premise to which the previous occupiers were with this cowboy company. 5 hours waiting to speak online to find out I need endless documents to prove I'm the new tenant ( why would I pay someone else's bills) now waiting another 5 hours to get back on webchat. Avoid at all costs I wouldn't make my worst enemy sign up with these people!”

Helpful Report

Posted 3 years ago

“Customer service is very bad. Email complaints ignored. The chat service on their app is basically useless. Assistants in South Africa. Almost impossible to speak to someone in this country. Been given conflicting information. British gas states how much they care about their customers. Absolute nonsense. Just after 💷. Being promised phone call backs but not materialised. Absolute sham of a company. Since leaving to join 🐙 Energy of course BG have been in contact to try to make me stay with them. Too much too little too late Im afraid. And as I owe them around £40 being threatened with court action. You couldn't make it up. They have no interest in supporting customers who need help with their bills. The phrase : Knocking your head against a brick wall: was constantly with me when getting no support or contact from them. In fact :Knocking your head with a wrecking ball: was more apt. 🐙 Energy amazing from day one. Nuff said.”

Helpful Report

Posted 3 years ago

“Absolutely joke. After several engineer visits still not solved problem. Home care not worth the money as they keep uping the prices. DO Not Go WITH THIS COMPANY!!!!”

Helpful Report

Posted 3 years ago

“Previously we had a service booked with them as part of a Homecare package and the engineer never turned up. Recently, we had a boiler service as part of the Homecare package. British gas sent a contractor to do the job. After he had left we could smell gas. An independent gas leak body came to switch off our gas supply and condemned the boiler saying there was gas 'pumping out'' of the top of it. When we complained to British Gas they said there was not much they could do because the contractor did not work for British gas and they told us to take up the issue with the contracted company!!! Once the boiler was fixed, it took them three months to reply to our complaint. When they finally responded, they called and emailed during one day and because I didn't respond that day they closed the case!!! The fact that they repeatedly described CREATING a big gas leak in our home, and then leaving the premises with my family (including 2 young children) in it as 'an inconvenience' is just appalling. The customer service has been diabolical all round. My advice would be to sign up to an energy company who put safety first and who treat their customers with respect.”

Helpful Report

Posted 4 years ago

“Been in 5 hours now booked a gas service 2 months ago for June 21 gas man hasn't turned up just found out sub contractor British gas was good now a joke”

Helpful Report

Posted 4 years ago

“Sick deceitful company charging ridiculous amounts and not reacting to complaint after complaint made to them 5 weeks resulted in a bill of 676 pounds! Beware vultures”

Helpful Report

Posted 4 years ago

“Hiked my monthly bills up by £13, considering my usage hasn’t changed except this spring was particularly cooler than in recent years, I also immediately rectified the short fall … very long winded automation to finally speak to a customer adviser to amend the rise in monthly bill… seems I don’t have a say in the amount taken out per month now … I have left the company for a competitor! Money hungry & not customer focused!”

Helpful Report

Posted 4 years ago

“I would like to thank British gas not for their good service. not for repaying their customer's money they take without permission from the customer. And not for their customer services people saying you're money will be ruined to my bank account in 3 to 5 working days but don't mean it. I would like to thank British gas for starting every complaint they get with we are sorry to hear this and we are glad you brought this to our attention I don't think you are sorry otherwise people's money would be paid back into their account straight away and your complaints would not be getting worse. And please don't reply to this message as we are fed up with your company and excuses.”

Helpful Report

Posted 4 years ago

“3 1/2 hours on the phone to and from a South African call centre got me knowhere AVOID THIS COMPANY AT ALL COSTS!!!!!!! IF I COULD OF LEFT NO STARS I WOULD HAVE!”

Helpful Report

Posted 4 years ago

“Vile corporate bullies!! British Gas decided after 9 months ( of my account closure) that I owed them £6k. The calls went back and forth, ( as the call centre abroad preferred not to put anything in writing) . Eventually I called in the ombudsman who deemed BG to have billed and over charged me incorrectly. I was made an offer to write off the debt, I was not told that it was the final offer, or that they do not offer compensation or apologies!!! So I declined the offer, which they immediately withdrew, out of spite! . The ombudsman was shocked at this response by BG Kirsty Wooten, but said it’s unusual but can be done. This customer relations advisor, has totally ignored the fact that I’m a single mother with a disabled child, I was besides myself for 3 months worrying about the implications of such a big bill, but BG showed no compassion. Eventually, they reduced the bill to £800+, but in actual fact, that is because they made a mistake and deposited £900+into my account. So I’m paying back their mistake. I have now just received an email from a debt agency, asking for the money. Whatever you do, take my advice, don’t trust British Gas. They’re a bunch of gangsters, go with octopus energy or any of the others. Further to BG reply . I asked ms Lindsey Howgate of the ombudsman service to contact BG to ask to reinstate the original offer. She asked me was it explained to me that it was their final offer ? And did I know BG could retract it . This was never explained . However, the ombudsman did not contact BG. Says it all really!! I think British Gas have treated me appallingly, they think by saying they offered a goodwill gesture that it was enough to get away with their utter disdain of their customers. Thanks to them and the ombudsman cartel, I have a massive debt hanging over my head. They should be ashamed of themselves! I hope Chris Oshea, Stephen Hester, Kevin o Byrne, Scott Weyway, Heidi mottam all read this, and put them selves in my shoes and thousands of others like me.”

Helpful Report

Posted 4 years ago

“Absolutely appalling EVERYTHING after five years of complaining trying to be released from their clutches I drew the final straw with debt they considered me owing and had an IVA put in place ... a legal agreement between myself and creditors because I really just need to get away from British Gas, they agreed terms which is legally binding BUT they continue to take debt from my pre payment meter, I have spent all week on the phone much of the week In tears they are actually breaking the law taking debt off me now that the IVA is in place! They have had two copies of the agreement emailed to them this week, they confirmed receipt of sent email and assure me I will be refunded, nothing absolutely nothing has changed yet, they continue to take debt, the customer service is absolutely appalling I’ve had to speak to people in any other country apart from the U.K. I’ve had to explain what an IVA is numerous times, I’ve been cut off a total of 7 times this week, seriously got me so down I’ve just sobbed I just want to get away from BG it’s the worst company by far I’ve ever had dealings with, the point of the IVA is so they will release me to another company and I just can’t get them to do their job! It’s unreal how bad they are they need striking off! How they are getting away with things they are doing is beyond me particularly now I see tha vast amount of unhappy customers and earnings against them. They have got readings wrong, they say they will do one thing and do nothing, people you talk to don’t even understand what your saying let alone the problem it’s the most frustrating company to deal with, I have rang every single day this week, been assured by everyone I’ve spoke to (and not been cut off by) that the issues will be sorted .... they haven’t it’s a total waste of time and they are actually now breaking the law I don’t know what to do anymore I’m loosing the will to live .... AVOID at every cost”

Helpful Report

Posted 4 years ago

“Avoid using this company”

Helpful Report

Posted 4 years ago

“Terrible company. Call centres in South Africa. No response when making a complaint. Chat live is a joke. Waiting indefinitely on the phone to them. Keep you hanging when u need to speak to them. I have never been involved with a company like this before. Ignored emails. Talk about banging ones head against a brick wall!!! A Wrecking ball ⚽ was more like it. Absolutely felt I was in limbo with 100% no choices. So frustrating and anxiety ridden. They obviously only care about money. Customer service is an absolute joke and embarrassment. Staff are so contrary between giving different answers out for the same questions and faults. Never know where you stand. I was on a Pre payment meter so couldn't leave until debt was cleared. They couldn't even decide if I was able to have my meter transferred back to credit. When Assistants dont know the answers to a query they often hang up which is diabolical, especially when one has been waiting for over 30 minutes to get through. I was finally able to speak to a customer assistant in South Africa who told me that my meter would indeed be transferred bad to a credit one. And it was the next day. Its unbelievable to actually be feeling grateful to actually have your requirements dealt with without any thing going wrong. And now Im with Octopus 🐙 Energy and I can say 100% have been amazing, caring, communicative, friendly and so knowledgeable and professional. And now of course British Gas are in touch wanting me to stay with them. Far to little to late. And yes they in touch regularly for me to pay my outstanding bill of £27. You couldn't make it up. Let them be on the waiting end now.”

Helpful Report

Posted 4 years ago

“Absolutely Shocking company. My vulnerable parents were (and continue to be) quarantined in another country without access to their bills or post (that I have continually asked to be emailed) to pay the very low gas bill. Due to gov restrictions I have not been able to get up there to check the mail from another part of the UK so the bill has been unpaid for a few months. This is also after BG had taken thousands of pounds out of their account over the years on an estimated bill without ever checking and refused to pay it back. They then broke into the house without anyone permission to fit a pre-paid meter and left the house in a state like a burglar had broken in. now they refuse to issue cards for the meter. great way to treat the elderly and vulnerable people in our country. Criminal”

Helpful Report

Posted 4 years ago

“Not happy giving them a one star Been waiting 3 months for an engineer to call after having a boiler fitted and the heating won’t turn down and keeps going up and up and up They just ring up every Friday and tell me they are not coming Monday as they have Vulnerable customers and they must deal with them first . But they have taken my money and they keep taking my money for the homecare but never attend . You cannot get through to anyone on phone. It’s a total joke and I’ve been with them for 20 years”

Helpful Report

Posted 4 years ago

“PLEASE PLEASE AVOID THIS COMPANY AT ALL COSTS! I started my barbershop beginning of November 2020 and had signed up with edf for both gas and electricity, after about a week I received a letter stating my electricity is now live with edf, but then got another letter stating the previous supplier had refused the transfer of gas! I then found out it was British Gas lite! I was informed they disputed the fact I was a new tenant in the shop (only for gas, the electricity they didn’t have a problem with) and even though I and my landlord had provided up to date meter readings, legal proof of my tenancy...I was still on a “deemed rate” with British Gas until March 2021! Unfortunately due to the stupid fact British Gas lite are an online provider...you HAVE to endure lengthy waits to speak to someone on the webchat (I have always had to wait at least half an hour to speak to someone) and every time I speak to an advisor I’m given a different answer as to why the transfer didn’t happen as requested, and sometimes I’m just told they don’t have that information! I spoke with edf and citizens advise and was told to make a formal complaint as the bills I received were astronomical!!!!! Estimated readings that were nearly 5 times higher than my actual usage! (In a period of 14 days they estimated I had used £267 worth of gas...being it was end of Feb 2021 to beginning March 2021....during the lockdown and the shop was closed). Once I made the complaint, I then started getting bombarded with calls from their debt collector agency (credit style) demanding I pay a huge sum. I explained to them I was in dispute and they asked I send them photos of my meter readings (which clearly show the extent of British Gas’ error) and evidence of my contracts with EDF. I’ve now escalated this with the ombudsman and have now been informed...British gas lite had NO RIGHT to refuse my energy supply transfer in the first place! I can’t emphasise enough just how angry this whole issue has made me! I’ve lost sleep, getting to the point I’m pulling my hair out!!!!!! I have a new business to run and especially in this time of covid and uncertainty I can do with out extra headaches especially ones created by someone else’s blatant mistake! With out doubt who ever runs British Gas lite needs to be removed as they obviously have no clue what they are doing and the business needs to be re thought as it simply doesn’t work! (For an online only service...they have very little online presence!) Utterly disgusting!”

Helpful Report

Posted 4 years ago

“We have been with British Gas for 11 years, last year we had the smart meters installed and soon after that problems began. First smart meter lost connection and everything started playing up. We called British Gas and they made us wait for a month and a half with dodgy electrics. On the day specified engineer did not turn up. Soon after that meter broke completely and we had no electricity. After 2 days of being switched from customer advisor to customer advisor and being "disconnected" we got an engineer appointment (he did not turned up) , another engineer remotely restored power temporarily. Now we are without electricity again and getting it repaired will take... I don't even know. We have small kids in the house and are going to leave British Gas ASAP but until than would like to have the power, we pay a lot of money for. My advice is, do not use British Gas and if are, leave as soon as you can.”

Helpful Report

Posted 4 years ago

“Unqualified Engineers. Incomplete jobs. Missed Appoinments Cancelled end of the day after having waited whole day. Terrible customer complaint Service. Useless. Not Deserving the name “British” Gas as they don’t project the decent British Ethos.”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,138 reviews