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

“My mother died suddenly last April and I handled probate. Although her account was with Sainsbury energy, it's really British Gas behind the scenes. When it came to completing probate after selling her house, I gave the final electricity and gas readings. I was told that I was due a refund, which didn't surprise me as my mother had the heating on 24 / 7 and for 6 months I just had it ticking over for a couple of hours a day. They issued the refund, I completed the probate accounts, dished out money to beneficiaries and drew a line under it. I then got a bill, which I ignored as I assumed it was an error, followed within days by a threatening letter from BG about retrieving the money. I wrote a complaint letter which also asked why was I given a refund if the estate still owed money? This was sent to appropriate people at Sainsbury and BG. No response. I then complained to BG via their website. You get an automated response saying they will respond in 3 days. No response, so I sent the complaint in every day for 3 weeks. No response. After an extremely stressful year dealing with my Mother's death, handling probate and having to deal with a nasty money grabbing relative, I didn't need this unnecessary stress from BG. Someone from Sainsbury eventually phoned me today. It turns out that BG "forgot" to bill the estate for 2 months, the refund should have only been for a couple of quid and therefore I had to pay the rest. I explained that probate was completed and the bank account closed and surely as it was their fault they'd write it off. No, and the only compensation I'd get - sorry "gesture of goodwill" was £20. I have had confirmation in writing from them that (1) they used estimates to close the account - even though I'd given them the final readings (2) They got the dates wrong and (3) I was given incorrect information, and they still get off scot-free. There is no "punishment" for being incompetent. So I am going to have to pay the bill as the other beneficiaries won't chip in. I am frankly disgusted that due to an error on their part, BG is hounding me for the money, and won't take any responsibility for their incompetence, especially when dealing with a dead customer's account. Shame on you BG. Shame on you.”

Helpful Report

Posted 6 years ago

“I last made payment to my account October 2018 for £68.61. This was a reduced value where previously I had been paying more on a payment plan set up by yourselves. I made my payment monthly, confirmed by checking the balance online. Nov, Dec and Jan balanced showed zero at which point I made an enquiry to you regarding the balance. I received an email from agent Sachin Pagare on 14th January stating the balance was zero and they would bill me soon. I have now received a bill for £334.17. I called this evening to discuss this and spoke to an agent called Shianay? Her explaination was something along the lines of if a customer asks how much they owe they are told zero until a bill is generated. So, of no use at all in actual fact. If I ask how much I owe you for the energy I have used, I expect to be given an accurate balance/amount owing. What is the point of a monthly plan? And when did you tell me that this would change? When I took umbrage to this explanation the agent said it sounded like I was trying to get out of paying my bill. When I challenged this, she disappeared off the call and disconnected.”

Helpful Report

Posted 6 years ago

“Bmwould give no stars but this review doesn’t let you. British Gas are thieves BEWARE!”

Helpful Report

Posted 6 years ago

“I'm a happy BG customer.”

Helpful Report

Posted 6 years ago

“Soon after moving into my home, a letter from British Gas arrived in someones name. I returned the letter stating " not known at this address". Unknown to me at the time, it was a letter confirming a switch. I only realized this when my energy supplier telephoned me. They said they were unable to stop the switch, and I would have to call BG and explain there has been a mistake. I called them and they said they would only speak with the person named on the letter. I explained I had no knowledge of him and he most certainly does not live at the address. They would not accept this. I informed them that I was the owner and will only pay for bills in my name and suggested they put an end to the switch.. They refused claiming a request has been made. I told them if they wont do as I request, which is correct, then there is nothing further I could do. I was not planning on arguing with them or wasting time on the telephone at my expense. In the meantime my supplier was on my back and I was stuck in the middle. After more calls to BG ( my supplier kept saying I have to sort out the mess) , they agreed saying someone requested the switch at my address in error. The woman stated " well, it can happen" to which I said " well you could thought that when I told youd in the first place, but you chose to harass me". She offered £10 for my time and call expenses. I, not so politely told her where she could place that tenner, and the sun wont shine on it, ever. What an insult after causing so much distress and wasting so much of my time. BG is rubbish and I will never be a customer of theirs even if they were the cheapest. Horrible company and they recruit staff to match. I was never a customer, and never intended to contact them. I was drawn into the mess. Such is life that a big company like BG can easily harass people who have nothing to do with them even, and they offer a pittance to compensate their mistreatment of someone simply going about their own business, not looking for problems, nor doing anything to create problems. They are an utter disgrace.”

Helpful Report

Posted 6 years ago

“Took my money for house insurance with in 2 hours then found out two days later i was not insured. Contacted them only to be told my refund would take 5 days to come back to me. Later found out the insurance was with axa offered no apology still not got my money back now i have to lay out the money again to insure my house big companies need to be brought a level be careful who you insure with.”

Helpful Report

Posted 6 years ago

“Booked a "one off repair" for 8am to 1PM online. Called at 11, to check as I had not heard. They had "lost" my booking (despite the confirmation email being in Junk mail) then told me engineer was late. At 1 I called and Egineer had cancelled me as he had no time, replacement would be out by 15.30 Called at 16.00, and no engineer booked to come out. This all for the low cost of £89.00”

Helpful Report

Posted 6 years ago

“I would like to say how delighted I am with the service I received from Scottish Gas today, 11/02/05. I had an annual boiler inspection conducted by Nigel. Not only was he was very thorough in his inspection of the boiler and radiators, he also took time to answer my questions about various aspects of central heating in a very friendly manner. He was professional, knowledgeable and efficient and an absolute credit to the firm. Oh and a bonus is the price I paid was much cheaper than advertised on their website!”

Helpful Report

Posted 6 years ago

“I had a homecare plan with British Gas. had an appointment with an engineer on tuesday followed my night shift between 8-12. had to wait to be told there were no engineer coming to my home but one will attend in the afternoon but still nobody turned up. they gave me the next appointment the following friday from 8-6pm. Had to wait for the whole day and nobody turned up. Called BG 3 times during the day and was reassured that the engineer were on their way. final phone call after 6pm and the customer service advised me that the job has never been sent out. i am really disappointed for the service.”

Helpful Report

Posted 6 years ago

“They have the worst customer service they think because they are big they don’t have to care. Their prices are astronomical incomparrison to others. They send letters to debt collectors when you have paid!!!! Never use them !!! They don’t care about their customers at all.”

Helpful Report

Posted 6 years ago

“Switched energy supplier and was fined for doing so.”

Helpful Report

Posted 6 years ago

“customer service a joke. Basically boiler broke down on Saturday evening could not get an engineer to fix the problem until Monday between 8am and 6pm he turned up at 6.10pm he did ring to let me know he was on his way fair play to him. he then spent about hour trying to fix it explained what he had done. Great all working again although i thought until this morning Wednesday same thing again broke down same problem again no water or heating rang them cant get to us before Thursday morning between 10am and noon explained i have been without hot water and heat for 2 days this week already now you expect me to go without again for another day instead of coming out to fix the problem you should have fixed a few days before appalling service what am i Paying for BG? If you advertise a product you need to ensure you have the man power to fill the customers expectations you wont be getting my custom next year. They have offered me a one off payment of £30 for inconvenience ill take it but its not about the money its the service i have paid for and expect that i want in future.”

Helpful Report

Posted 6 years ago

“As a Landlord I care greatly about the safety & speedy service to my tenants. To help fulfill this I have had Service contracts with BG Services for 20 Years. There have been minor problems many times but my latest experience has been the proverbial straw. Three times I was assured that electrical work, carefully explained to the staff, would be carried out under my contract. I was even promised that a note to that effect would be passed to the electrician. Yet he refused to do the work. This was also linked to a number of failed appointments. My enquiries over weeks to this and a boiler matter brought promises of call backs which were never fulfilled. I made an official complaint. After 2!months I have been issued with a letter apologising for false information given, admitting to failures to respond but still not giving me essential information on the results of an electrical fault on the boiler. I'm thoroughly disillusioned . The contracts cost me over £2000 per year! But probably not to them next year!”

Helpful Report

Posted 6 years ago

“Rip of merchants and extremely poor customer services. I've done 6 reviews of them while I'm in hold to them (47 minutes so far). Rubbish company, as bad as BT!”

Helpful Report

Posted 6 years ago

“I made a complaint regarding a service engineer. The complaint has been brushed under the carpet. The customer service manager is now ignoring all contact with her via email. Disgusting company who I will leave and go elsewhere.”

Helpful Report

Posted 6 years ago

“Great difficulty booking an annual boiler service within my 12 month Homecare contract. I tried to book in September, got an appointment for late January days before my contract ends and twice in January they phoned to cancel. Not impressed.”

Helpful Report

Posted 6 years ago

“Worst energy supplier ever! Do not go near them with a 20-ft pole. We switched to another supplier and disputed the final meter reading British gas handed out. While the dispute was ongoing, they went ahead to mutilate my credit report. I called 5 times in 2 days to get someone to be responsible for correcting the issue. Unbelievable.”

Helpful Report

Posted 6 years ago

“Do not Trust British Gas, I am flabbergasted by the fact British Gas have come up with an old bill from 2016 that I assumed was settled,when we transferred to Sainsbury's, no correspondence or reminders, just a text from a foreign call center 3 years later threatening late payment charges & reporting me to debt collection agencies,even though we are still with them via Sainsbury's, so what took them 3 years, just outrageous and to make matters worse they have reported me to credit agencies so it goes against my credit rating. And to add insult to injury their engineers failed to turn up on two occasions to fit a new meter, and all they do is say sorry and offer £30.00 odd pounds off a 3 year old bill I did not know still existed completely unacceptable.”

Helpful Report

Posted 6 years ago

“I was kept waiting over the phone for over 25 mins to sort a problem out. I was then told that he could sort this out by giving me transaction credit. But i had to speak to 5 different staff before him. I dont like being past from pillow to post nor do i like to be kept waiting over the phone for a long time. I had to then go to the same shop 5 different times which caused me great problems the co op staff wasnt at all pleasant to me i felt because of british gas and british gas kept sending me backwards and forwards to co op with the same gas card all i wanted was £10 gas i ended up having to call british gas 5 times in the space of 4 hours to sort this out. The texts i received from british gas confused the co op staff and confused me. This should have been done a lot more better.”

Helpful Report

Posted 6 years ago

“On the rewards program over Christmas tried to access A weeks worth of free electric but was unable to . But it would let me logon to pay my bill not a problem but to get something for free not a chance . Rang a member of staff they tried to do it but unfortunately could not access. He rang me back the next day but still couldn’t access it so as a goodwill gesture you offered me 1 pound and 3p 20 years have been a loyal customer gas and electric seems a bit of an insult”

Helpful Report

Posted 6 years ago

British Gas is rated 1.2 based on 3,209 reviews