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

“We have a gas leak in the inlet pipe to the gas fire in our lounge. Not large but noticeable. BG notified early Thursday morning, Cadern engineer arrived within an hour and, did a thorough check, finally identifying the source of the leak. So far so good. He could not tackle the problem, so we reported an emergency through the BG (0333)helpline. This helpline eventually lets you talk to someone, after about 10minutes listening to recoded garbage. THIS HELPLINE TURNS OUT TO BE A CALL CENTRE IN SOUTH AFRICA. We then had to wait for over 24 hours for an engineer. When he arrived he could not fix the problem because it is in the pipe below floor level. No complaints about the engineer he was very helpful and did his best to expedite the solution. An ‘expert’ was needed to determine what needed to be done, but he couldn’t attend until Tuesday, so another 4 days without heating, gas for cooking etc. Further calls, each day, to the helpline were of no help, so it’s microwave meals and bed socks for a few more days. Then if the carpets and floorboards have to come up how much longer will we be suffering. BG have an industrial dispute with their engineering staff and many have left rather than accept the new contracts they were offered, we used to have 41 covering or area, now there are only 17. No wonder service is so bad.”

Helpful Report

Posted 4 years ago

“Stay well away from these liars, all they care about is money, they lie, retract what they say, the worst energy company by far. When you are already going through difficulties, dealing with the loss of a parent, they come and stick a boot in further, no humanity in this company whatsoever!!!!!”

Helpful Report

Posted 4 years ago

“Bullies staff, charging bills for something you don't use. The worse supplier ever. Shouldn't bother with them. Going after pensioners making them pay for bills which they haven't used.”

Helpful Report

Posted 4 years ago

“I have been with BG for 2 years and it is by far the worst experience I have ever had. Their web site is slow and you can never get a simple answer to a simple request. They are driving me insane as it take an age to get them to resolve any issue”

Helpful Report

Posted 4 years ago

“Absolutely shocking app and website”

Helpful Report

Posted 4 years ago

“We had a service cancelled at the last minute. As the boiler was out of action asked for a breakdown vist only to be told a 3week wait. Was offered £20 to buy a heater which was upped to £50 after a while. I told them I have no hot water and cannot wait this long so was basically told to get an independent engineer to fix the problem and claim the money back from British gas. What a total and utter disgrace and excuse of a company.”

Helpful Report

Posted 4 years ago

“Do not use these bullies, they try to frighten you with lines like we will pass your details to our debt collector. They reckon I owe them £33.73 for electricity I somehow used after I have left and a leaving fee even although I wasn't in contract with them. Have written to customer services 4 times but no reply. They are a disgraceful and dishonest. Do not use.”

Helpful Report

Posted 4 years ago

“Our boiler is just over 2 years old, bought from and installed by British Gas. We have paid for HomeCare with BG for a number of years. Phoned BG today as our boiler has packed up and we have no heating or hot water. Only to be told that we will have to wait 10 days for an engineer. BG - this is completely unacceptable. You are ripping us off, firstly by charging a bomb for a product that is unfit for purpose, and secondly by not providing the service for which we pay. You are using Covid as an excuse for your systemic managerial and operational ineptitude. My advice to people - avoid this shambles of an organisation like the plague. They are a disgrace.”

Helpful Report

Posted 4 years ago

“Ridiculous we are disabled older people that pay£360 a year to avoid problems with gas boiler breakdowns yet it’s going to take 48 hours before we can get hot water and heating back on and then told it’s not guaranteed we will be able to get to you then 🤬🤬🤬🤬”

Helpful Report

Posted 4 years ago

“Had a problem with my boiler being a little noisy, still had hot water and heating. Signed up for repair and home care to sort noise out. Engineer came couldn’t fix noise but assured boiler was safe. I then realised I had no hot water or heating. Came the next morning and left saying noise just irritation but all working fine. Again no hot water or heating and water leaking from bottom of boiler. Two day wait for an engineer and then delayed from arranged morning visit to an afternoon one! Live chat to a condescending ’agent’ telling me not to worry....Absolutely disgusting! Not worthy of one star but had to chose to write review.”

Helpful Report

Posted 4 years ago

“British Gas is the worst company ever!! . BE AWARE of what they will do to your credit report!! After failing of providing the bills and really messy situation after the transfer from another energy provider , they just put "non payment" in my credit report FOUR TIMES in one go just for one bill!! and refusing to remove it after numerous complaints even though it was their fault!!! Thanks for treating customers like that and damaging my credit for 7 years!! I'm definitely swapping for a better provider!! The worst company!”

Helpful Report

Posted 4 years ago

“What is going on with this company and its Homecare operation? Does anyone know? They used to be brilliant, quick service , experienced engineers who knew what they where doing. They are now a shambles and who ever is in charge of operations should really consider their position”

Helpful Report

Posted 4 years ago

“sent a engineer who could not speak or communicate in basic English and when asked questions on operation about boiler did not have a clue and could not answer the questions asked waste of time there 10 minutes apart from taking front panel off and doing one gas test and one photo of boiler no cleaning of burners or heating exchange terrible company wont use them ever again”

Helpful Report

Posted 4 years ago

“Discovered water leaking through ceiling. Not sure if this was a plumbing or central heating issue so reported it as a leak (my Home Care contract covers both). Managed to book online for an engineer to come the following morning. So far so good - or so I thought. The Engineer did arrive but not until after lunch just as a was on the phone to BG (in a queue!) to ask what was happening. After a very quick inspection he decided that the leak was coming from a central heating valve which, because he was from the plumbing division, he could not fix but said he would get back to BG and arrange a gas engineer to come. BG then phoned me to inform me that as I still had heating, hot water and electrics this was not an emergency and that the earliest appointment to replace the valve was 8th June, SIX WEEKS away. When I protested he just repeated that it was (in BGs opinion) not an emergency and basically I could take it or leave it and if I wanted to take it I would have to provide my credit card details there and then. I have raised a formal complaint with BG but was told this could take 4-6 weeks to respond! I have had Home Care for many years and, on the odd occasion had the need to call them out, had always has excellent service. This company has gone downhill rapidly. It no longer cares for its customers and service is non existent. I shall not be renewing my Home Care(less) contract.”

Helpful Report

Posted 4 years ago

“After they cancelled our annual service twice they finally turned up two weeks ago. The engineer called the job through to his office as a “near miss” as the fumes were too high, and the fault of them not coming out at the correct time to do the service. He serviced the boiler and then all safe. Within 2 minutes of leaving the boiler stopped working. After finally speaking to a human (my trick is not to say a word or do anything when prompted to speak or key in anything on keypad) I was told the engineer couldn’t be recalled and I have now waited two weeks for someone to come out and resolve a problem that wasn’t there before they touched it. My appointment is this afternoon and I’m not confident anyone will arrive or attempt a repair. They’re only interested in selling you a new boiler!”

Helpful Report

Posted 4 years ago

“Staying with British gas was the problem,95year old relative paying you for service plan,boiler not been touched for over 2years/still taking his money though,promise to call when we got in touch/and guess what you rang at noon on due date we can't come*short of engineers*,you've got some nerve, you don't deserve any stars as you are useless and take a95year old man's money,no morals no descency no conscience, vile company*Avoid Avoid*”

Helpful Report

Posted 4 years ago

“Really bad service with British Gas Home Care. Dish washer broke down, the earliest appointment I could get was two week later. I stayed in all afternoon, no one turned up! I looked on line and they had booked another appointment for me! No phone call, I tried ringing, I could not get hold of any one, eventually chatted on line and they were not at all helpful, rediculous having to wait four weeks to get some to fix your dish washer. I'm still waiting four months for some to fix my toilet.”

Helpful Report

Posted 4 years ago

“5000 pounds 18 months later British Gas could not care less about my new boiler applying customer service stay away from them at all costs wish I had”

Helpful Report

Posted 4 years ago

“Today the boiler sprang a leak in my 86-year-old Mum’s home - water pouring into the kitchen/blowing electrics etc. So, no heating or hot water. She has had a Homecare agreement with British Gas for years and pays a substantial sum for it each month. A phone call to the advertised number resulted in her being told - by the automated system - that an engineer could visit but not until ten days time. Attempts via the online chat service/Twitter to make contact and explain that she’s a vulnerable customer facing an emergency resulted in promises that an engineer would arrive today and would phone first. When the phone call came, it was from Dynorod who - on chatting with Mum - decided they had been asked to get involved by mistake, so we had to start the contact process all over again. Since then, we were told that an engineer would be with us by 6pm, then by 10pm - still no show. The system for making contact with British Gas is utterly appalling: how can they expect an 86-year-old widow to navigate her way through the online contact methods (which don’t seem to result in any effective action anyway). Disgusting customer service.”

Helpful Report

Posted 4 years ago

“Just about impossible to have any contact with this company. They actively discriminate against people that do not have any computer skills/knowledge. Just trying to send a meter reading is a nightmare. It's as if they just don't want to speak to or deal with customers. My advice is if you are not that computer literate stay away from this company.”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,208 reviews