British Gas Reviews

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

1.2 Rating 3,205 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,205 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 20%
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 10th October 2025

104

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

“Now six months since requested removal of redundant electricity meter before can install new kitchen. Catalogue of incompetence including double billing, incorrect appointments and engineer no shows. Complaint with ombudsman and their deadline to complete work has been exceeded. Latest example (this week) is booking a gas engineer using wrong account number. No call back as promised with engineer to discuss requirement and revised date. Appalling.”

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Posted 3 months ago

“Absolutely the worst service.”

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Posted 3 months ago

“Janine helped book for a filter to be fitted she was brilliant as she listened and advised ,was friendly and very polite..”

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Posted 3 months ago

“I have had nothing but frustration with British Gas. First, my smart meter monitor has never worked. They acknowledged the issue but have done nothing to fix it — even after opening a formal complaint that is still unresolved today. Every time I contact customer support, I get false promises that “something will be done” but nothing ever changes. Then came the Smart Export Guarantee. I was asked to send a form by email, which I did. I waited three months with no progress. When I chased, they suddenly asked for another photo of my smart meter. During this whole time, I generated around 500 kWh from my solar panels — energy that I have now been told will not count because my account is considered “inactive.” British Gas has been slow, unhelpful, and completely inefficient throughout this process. They survive on their long history, not on good service. I would strongly recommend switching to a cheaper, more responsive supplier like Octopus Energy instead.”

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Posted 3 months ago

“Genuinely the worst customer service I have ever dealt with. Every low review here is correct. Each call gets picked up by somebody in an offshored call centre who struggles with understanding English to a high enough degree that you can explain your problem. If you do ever manage to get an issue reported, they'll promise a call back which never happens. Upon calling them back to ask for an update, it's like your original call never even happened in the first place. I've asked for a case number, and upon repeating them back to them, they have no idea what it is. I have a very basic issue that needs resolving, and yet I'm up to 2 and a half months of consistent contact and am no further to the result I need. It's a merry-go-round of passing off the case and responsibilities to the next person until it gets lost. Completely laughable experience, 0 star.”

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Posted 3 months ago

“Beware and stay away from this company!!!!!They had sent me a bill in May this year which wasn’t make any sense.They wanted from me extra £900 after I’ve paid DD and monthly bills.Ive hired someone to calculate all my bills since I’ve joined them in February last year and my account should be in credit.Ive put complaint and after nearly 2 and half months I haven’t heard nothing back apart from “can we sort the payment out”.How on earth they are still existing as a business I have got no clue.They caused me stress,anxiety and ruined my credit score and it’s not over yet….”

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Posted 3 months ago

“Signed up last month the call handler didn't properly input my details unbeknownst to myself never received a direct debit bill for gas/electric. The call handler had to ask me multiple times for spelling and still clearly did not get it right now I'm the one suffering because money had not been taken for last month”

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Posted 3 months ago

“Disgraceful customer service. Premium prices, shameful service. AVOID!!!”

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Posted 4 months ago

“British Gas customer service is a total joke. 15 phone calls, all with a different handler and always totally incompetent. So far it has taken 2 months to correct a bill and the issue is on going. I would highly recommend people stay away from BG !”

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Posted 4 months ago

“I moved into my new home a week ago, only to find debt on the gas meter left by the previous tenant. Since then, I’ve had no gas at all — for an entire week — while living with two young children under the age of 5. It’s not just inconvenient, it’s dangerous and completely unacceptable. I’ve spent hours on the phone, passed from one clueless agent to another. No one knows what to do, no one takes responsibility, and every call ends with empty promises. The level of incompetence is beyond belief. Funny thing is, I sorted the electricity with EDF Energy in minutes. British Gas, on the other hand, has been a nightmare from day one. Do yourself a favour — stay far away from this company.”

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Posted 4 months ago

“Avoid at all costs.”

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Posted 4 months ago

“Have been British Gas Home Care customer for a long time. I called today to get a plumber for a unlock block sink in my bathroom was told to use my bath to wash my hand and teeth what a service. Now I am looking to get a better Home Care company that doesn't tell me to wash my hand and teeth in the bath. Please sort your customer service that give your customer respect and understanding. If I could will give it a 0 star very bad customer service”

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Posted 4 months ago

“For over 15 months I’ve phoned got on chat lines done every thing I can to get British Gas to fix my gas meter the last thing I heard was from Laura a solver was going to fix it then another solver is also going to fix it ? Has anybody bothered ? Ofcourse not I’ve just had some body come to read it it seams that British Gas have nobody capable of sorting my meter out so they send somebody to read it ! What away to treat a 81 year old disabled pensioner !”

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Posted 4 months ago

“Keep having to phone regarding the same problem,3 times now.Don't want to call back again, as feel Customer service do not seem to understand the problem, with very poor communication. Will be switching to Octupus.”

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Posted 4 months ago

“I rate this company one star, zero if that's an option because of a recent incident. I'm an owner of a property that's currently occupied by a tenant. I'm scheduled to move into the property in three weeks. I opened an account with British Gas online and specified my move-in date when my account should be opened. I received an email confirmation. However, the next day, my tenant complained to me that her contract with her current supplier (non-British Gas) is terminated because British Gas tries to switch to my account. I immediately called British Gas. They were able to cancel the switch. On one hand, they acknowledged that they were aware of my future move-in date. However, they refused to take responsibility by vaguely implying that my online account was opened the night before. My tenant was outrageous because she had to renegotiate a new contract with her current supplier for the remaining 3 weeks. She thinks I did something wrong that caused her problem. I'm disappointed by British Gas's slobiness and lack of accountability. I will not recommend them.”

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Posted 4 months ago

“I ve being waiting two days to speak to someone regarding why you have sent me a bill when I am pay as you go - I’ve had enough of your poor services and I’m moving over to Ovi where they can answer all my queries on the same day and within half an hour!”

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Posted 4 months ago

“Have drains & plumbing cover with BG. Was made aware of an external leak by United Utilities. Contacted BG and they arranged for Dyno to contact me immediately. A Dyno rep attended a day or two later. Dyno went onto send Simon from North West Water Co to further assess the issue. Simon returned a couple of days later as scheduled and fixed the leak. Ever so grateful to him and the service prov by BG & Dyno.”

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Posted 5 months ago

“My new Smart meter is now in place. Sam Hayton contact before arrival was most welcome . He arrival, AND JUST GOT ON WITH HIS WORK IN A MOST EFFICIENT MANNER, AS I AM ELDERLY HE WAS KIND AND HELPFUL IN HIS EXPLANATIONS. I was put at ease, and all in all it was nothing to worry about. Thank you British Gas for always having excellent engineers over all my many year with your Company V.G.Ryell”

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Posted 5 months ago

“Would be zero 2 hours and ten minutes waiting to speak to someone and still waiting now. Bad service very bad service. Will be moving over to octopus energy who answer within 5. I do not recommend British gas and would not to anyone. Very terrible service!”

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Posted 5 months ago

“Didn't want to give one star, on the phone to sort electric card for top up for hour and ten min ,she didn't understand any thing I said ,promised new card last week again even then nearly an hour to sort it I'm disabled no help ,Been told they do not youse English speaking in England any more ,so I was not happy I'm changing companies, never had a problem like this ,and I've been with British gas 20 years ,customer service very bad and attitude problem”

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Posted 5 months ago

British Gas is rated 1.2 based on 3,205 reviews