British Gas Reviews

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

1.2 Rating 3,128 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,128 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 changed my email address and informed British Gas so they could linked to my online account. Two months later nothings happened. Then in December 22 l was told lve moved and my account has been closed. I've never mentioned this. I've put in 5 complaints from December -January 23 and not heard a thing. I'm f d up explaining myself to their call centre who can hardly understand English. I give up👺👺👺👺”

Helpful Report

Posted 2 years ago

“This is a review of their Electricity supply business. They do everything to keep more of your money than they need (was >£1000 in credit at one stage). Simply shocking customer service designed to avoid you getting anything changed. Patronising staff, which gets worse the higher up you go. Now they have changed their Energy account website, I can't even access the data I need. They won't even pay me back the Government rebate, rather they add it to my credit. They have hung up on me twice. I have used Live chat, telephone and they even gave me a specific e.mail to write to, from which I have never had a reply. Letter to Ombudsman being written now. As soon as I can, I will get out of the service that these money grabbing leaches provide.”

Helpful Report

Posted 2 years ago

“Absolutely horrendous customer service. I will never use these again”

Helpful Report

Posted 2 years ago

“Shocking customer service, incompetent operators on the live chat, and invalid information. Im now 195 in the que for the second time today, trying to find out why i have not received my government support payments. The first chat ended with me being told to contact the operator of my electric key meter, i asked they check if it was BG before i logged off they said no. I then contacted northern power grid who immediately told me its BG , and that they have access to the same database , and have supplied the property since 2011. Previously when i contacted British gas about billing, the chat operator gave me different information to the call operator on the phone earlier that day. The app also had different information from both the chat operator and the telephone operator. The phone lines are closed again today. Terrible company avoid like the plaque.”

Helpful Report

Posted 2 years ago

“Appalled with the level of customer service, time off work with promises of call backs. Getting fobbed off by incompetent staff, just getting told the same thing time and time again, Late engineers, not refunded money as an issue with the meter from previous customer. Not even responded to the 4 complaints made. Appalling level of service. British gas should be embarrassed and don't deserve the right to be called British gas... Nothing but a tin pot money grabbing set of cowboys.”

Helpful Report

Posted 2 years ago

“Hopeless service.Tried for appointment in December got one inJanuary 3rd.Then got garbled message that this was changed to 19January due to more urgent needs.How do they know mine isn't urgent unless they keep appointments?Doubtful if I will be renewing Home care again.”

Helpful Report

Posted 2 years ago

“British gas have been taking money from my bank account for 4 years without my knowledge for policy for boiler care and drains without my knowledge from my bank account. The amount was £11.64 pence they just did automatic renewal. This company are crooks do not use. Because the amount was very little I didn't notice . Even the customer service team were really rude. Can a company steal money without your consent really terrible company I give them rating of -0. I definitely will be taking legal advice also writing to the ombudsman about this criminal company I didn't realise the British gas is a cowboy company. After stealing money from my account for 4 years they offered my 98 pounds I would advise customers to stay away from this company”

Helpful Report

Posted 2 years ago

“I would give them zero stars if I could. Awful customer service, terrible and incompetent engineers, ni sympathy, rude, unprofessional to say the least. The phone advisor was so fake over the phone to the point of insult, engineer turned up next day to change my smart meter, spend 1 hour at my property, didn't bother checking if the appliances actually work after installation, left and I realized there was no hot water, heating or gas. Spent 2 hours at useless customer service phone, being in hold for 45 mins only to be told their office is closed for the bank holiday weekend. Had to spend 60 pounds on private engineer to fix the mistake of incompetent engineer only for another rude, unsympathetic one to turn up 4 hours later to say sorry and not even mean it. British gas is the worst energy provider ever, I will highly discourage anyone to sign up with them, even if they offer a good deal. It is worth paying extra and have the piece of mind.”

Helpful Report

Posted 2 years ago

“After a breakdown of my heating System, I arranged for an engineer BUT the closes appointment was in 3 days. No heating or hot water.. I stayed in all day and evening and the engineer never turned up. I was informed digitally that my engineer was on route.., nobody turned up.,”

Helpful Report

Posted 2 years ago

“Review of British Gas Matthew Cheltenham 9 reviews GB Rated 1 out of 5 stars Absolutely disgusting how this company… Absolutely disgusting how this company gets away with this I don't know . I am having to contact the local mp to try and sort my problem out . I moved in to my new rental home after a devorce 6 weeks ago I've tried to call them arrond 30 days in a row to be constantly put on hold for hours then hung up on . I'm paying someone else's debt of and receiving no help as I can't get them on the phone I tried online chat and they left the chat befor sorting anything . So I contacted uw who managed to get the gas . But not electricity supply I'm actually so fed up I don't know what else to do british gas owe me a lot of money also my government help which I won't get as they are not answering. This company is unfit for purpose. Date of experience: 29 December 2022”

Helpful Report

Posted 2 years ago

“Non existent, terrible customer service, British Gas are money grabbers who never ever want to refund your money, even when you are entitled to a refund. They never do what their agents will tell you will be done over the phone. When you ring them again for the 100th time, you'll have to explain yourself from square 1, because their customer service reps haven't taken proper notes of your problem/query. Their customer service reps are incompetent and unable to complete very basic tasks. Worse some of their reps just want to argue with customers instead of sorting the problem out, and they will just pass you onto another department where you will be put on hold once again, and once again will have to start all over explaining your issue. This is a very unprofessional company that are dishonest and greedy and they hoard people's money. They need to be reported and investigated.”

Helpful Report

Posted 2 years ago

“Your customer service is absolutely ridiculous you are kept on line for 2hours or more passed from pillar to post and nobody can help you need a different team for such a big service you need to have people who know there job or request a call back from someone who does no I have not been happy with any team I have approached except smart meter top up team who were extremely helpful and did there job and explained things properly”

Helpful Report

Posted 2 years ago

“Spoke to British Gas for the 5th time since leaving them in October, still not received refund for account being in credit, was in credit by a substantial amount now they are trying to say it’s only in credit by £100 and taken over a £1000 off, bearing in mind no one has been living in the property for about 5 months and prior to that only at property 1 day a week due to work commitments. The assistants I spoke to at the beginning both gave the same amount to be refunded and the second had said it’s taking awhile as it needed to be approved as it was a large sum and that it had been approved and should be with you within 14 working days 3 -4 weeks on and no refund so called today and it’s suddenly reduced to £100, they also deducted £75 for late payment??? I questioned this and then was told it’s a penalty for leaving British Gas and all customers who leave pay this, been with them over a year will never go with British gas again. Also unable to access account online as they’ve never sorted that either after over a year of chasing that too, apparently as account was linked to another address in my email (previous address) it needed to be sorted by another department so never been able to look at bills or anything else for this address or my last one, would not recommend this company at all would totally avoid”

Helpful Report

Posted 2 years ago

“Very competent service engineers being let down by poor, or non existent customer services. Owned by Capita and the customer services are outsourced to India and S. Africa. Unable to log on on the website, technichal issues. Used chat Cosmo the bot, then phoned and placed in the queue. No way of actually contacting a complaints department.”

British Gas 1 star review on 28th December 2022

Helpful Report

Posted 2 years ago

“Awful company, another company robbing the people of the Uk…….they send a bill on Christmas……merry Christmas☹️”

Helpful Report

Posted 2 years ago

“Absolutely awful in every way. I never had a boiler check for nearly four years. Now as my renewal is up for grabs, trying to contact them is impossible. I went on to my account and was moved from the chatbot to a person, who then transferred me to another person, who then transferred me to another person who then transferred me to another, and finally, I was told I had to go on to WhatsApp and speak to them on there. I'm still waiting, not a word from them. Needless to say my renewal this year will not be with BG”

Helpful Report

Posted 2 years ago

“I have been a customer of BG for over 50 years recently I had to use Homecare Plumbing due to a burst and then a leak. They were absolutely brilliant with their response and repair, can’t praise them enough WELL DONE and a million thanks”

Helpful Report

Posted 2 years ago

“The most disgraceful company I have had the misfortune to use. The engineers are bodgers, or if faced with something they can't work out simply say " buy a new boiler" All they want to do is stick a probe on the flue and do one. 4 cancelled visits, I'm a home care customer have been for the last 8 years. BUT NO MORE, I've had enough they have gradually got worse in last 2 years. Miserable old men, who clearly are not happy in their job. Rude and incompetent. DO NOT USE BRITISH GAS. Go independent you will save yourself a lot of trouble trust me. How this company continues to trade I do not know. Criminal, still I have a boiler that's not working and still I'm foolishly paying £30 a month. Well not for long.”

British Gas 1 star review on 22nd December 2022

Helpful Report

Posted 2 years ago

“NEGATIVE STARS IF POSSIBLE. ABSURD, ABUSIVE COMPANY THAT DOES NOT VALUE ITS CUSTOMERS AND DOES NOT DESERVE YOUR BUSINESS. I have been waiting four months now for a smart meter installation in order to pay my utilities online, like a normal human being living in the 21st century. The first appointment on 24 October was canceled without any notification. The second appointment attempt on 25 November was canceled an hour before they were due to arrive. Today was the third time unlucky - I received a text message yesterday AND emails confirming the appointment for 21 December between 1300-1700. I confirmed via text. Then I took a THIRD DAY OFF OF WORK to sit at home and wait for the engineer. Never showed. Took me 15 minutes to get a human being (located in India) on the phone to tell me the appointment had been canceled and rebooked for MARCH. She booked me in for 27 January as if that was some sort of kindness. Additionally, I received a letter in response to my formal complaints of the canceled appointments and lost time off of work. The letter stated my response was due via email by 13 December. It arrived 13 December and I did not get home until after business hours as I was working late that week. I sent the email, but of course it's been over a week and no response by the agent. Unhelpful and an absolute insult. Salt in the wounds - last week I returned home at 2130 from work and found the heating had gone out as the top up meter had expired. I was forced to drive several villages over at 2200 at night on icy roads to find a pay station that was still open. That was 40 minutes worth of diesel and exposing myself to dangerous driving conditions so I would have heat in my home during prolonged negative temperatures. As soon as I can switch companies, I will be doing so.”

Helpful Report

Posted 2 years ago

“Where do you start? Took advantage of the offer to service the boiler and fire for £37. Paid. Appointment booked between 12 and 6 - didn't turn up or let me know. Checked on the website, had been changed sometime during the afternoon for 2 weeks later between 8 and 12. 45 minutes complaining about the no show and the time was not convenient, and was told it had been altered for that day to 12-6. Day arrived, and found a note through the letter box in the morning and message on the answer machine to say Engineer had called at 8.00am but no one at home. Second chap turned up at 3.15 from Scot Gas (I am in England), took the cover off the boiler and replaced it quickly saying he had to condemn it and would arrange for a rep to visit and give me a quote for a new boiler. (Took less than 5 minutes), proceeded to service the gas fire, but needed the instructions as to how it worked! 10 minutes later left. I insisted on leaving the boiler on and he wrote on the form that it was at my discretion. Got a second opinion from a qualified gas engineer - who said it didn't need to be switched off at all. I have not received the £66 for November (now 20th December), and spent from 9.30 to 5.00 holding on for hours on Chat, then getting cut off, eventually spoke to someone, who said he would ring me and cut off. Nothing! Tried again and given an email to write to - it doesn't exist. Found another Complaints site, to which I received a reply "Thank you for your enquiry it may take 10 days to reply". When I cool down a bit, I will try again to cancel an Annual Service and will not pay a cancellation charge, and will inform my MP that British Gas will not pay the Government Grant on time.”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,128 reviews