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

“British Gas has raised my Direct Debit from £65 to £102.29 pm and yet I am not in debt.”

Helpful Report

Posted 4 years ago

“Dreadful company. Multiple engineers for a boiler fault, still not fixed. Multiple appointments where engineers failed to turn up or cancelled at last minute. Heating engineers don’t diagnose the problem, they guess what it’s likely to be, replace the part / component and then leave saying it’s fixed when it’s not. Save yourself the stress and pain, use another company.”

Helpful Report

Posted 4 years ago

“Worst energy company I've ever experienced. Getting them to pic up anywhere in the world is impossible. I'm not exaggerating. Everything is wrong with Brit Gas. = Terrible customer service. Over pricing and wrong billing. I'm now well overdrawn because they are asking for payments for energy - gas and electricity which I've never used. Then threaten with bailiffs. A nightmare uncaring company who, in reality don't want houshold customers because they really want industrial customers. I can't wait to leave. If you take my advice stY well clear.”

Helpful Report

Posted 4 years ago

“I have been with British Gas since 2019, had smart meters installed and paid by direct debit. Every bill I received said that my payments are on point to cover my usage so I thought nothing of it and continued to let my direct debit continue out of my account each month. I have recently changed supplier and got a bill of £900+ from BG saying I was in debit. When querying it, it turns out that there was a system error and my quarterly reviews hadn’t been carried out. I have permission for them to speak to my mam on my behalf as I work during the week and they have promised her at least 3 calls backs, two weeks later we haven’t heard anything and when she calls to ask what’s going on, they’re now refusing to speak to her. I finish work at 4:30pm everyday and their wait time on a call is 35mins, since they close at 5pm, I can never speak to anyone. I have been left with a debt of over £900 through no fault of my own and have no one I can speak to about it. I am absolutely disgusted by the service we have received and I’m a loss with what I’m supposed to do now to resolve this issue. This company is expensive and their customer service is shocking”

Helpful Report

Posted 4 years ago

“My elderly mother has a (expensive) service contract with them which is meant to include an annual service. It was booked last year and they phoned and cancelled, emergency calls only and they would credit £60 to her account. They didn’t. Letter arrived informing that a service was overdue and essential and needed to be organised. The normal challenge to get through but eventually organised it for Jan this year. No one turned up. Now April, still no service. Given up.”

Helpful Report

Posted 4 years ago

“Completely useless support. Haven't a clue how to resolve issues and just guess if they don't know the answer. Now changed to professional provider.”

Helpful Report

Posted 4 years ago

“I received a letter from debt collectors relating to a property I sold 4 years ago. They are demanding an amount of £651.75, which they claim I owe British Gas. I paid this when the house was sold. I now have to provide Bank Statements to prove this and I am appalled. In four years I have heard nothing from British Gas and the first I knew was a letter from Debt Collectors - disgusting. Steer well clear of British Gas - they are a disgrace.”

British Gas 1 star review on 7th April 2021

Helpful Report

Posted 4 years ago

“Booking a service on line is very good. But booking a repair is a night mare as the dairy is six or seven weeks waiting. We had a leek in the boiler and a bucket collecting the water under the boiler. It was a hard trying to explain on line that we wanted a repair ASAP and its also bank holiday. I phoned on Tuesday and spoke with a human who was very apologetic and undstanding an engineer was at the house within a hour and the job was fixed in a couple of hours. Well done BG”

Helpful Report

Posted 4 years ago

“Quite possibly the worst experience I have ever had in my life. Bought a property where the meter had been removed. So far, spent almost two days on hold to these loons and nobody seems to have a clue that they're doing. I must have spoken to at least 15 people in the UK, India and South Africa. Literally nobody has a clue. And they must be the only power company who close their call centres at 5pm. Completely bonkers. AVOID!!!!”

Helpful Report

Posted 4 years ago

“Have home care 400 not had a service in 2 years constantly breaking Dow from lack of service keep calling they never show up so boiler packet up called by they came next day to replace boiler as spending £3500 but won't honour there contracted servicing and repairs which your paying for monthly”

Helpful Report

Posted 4 years ago

“I have had another hapless experience with British Gas whom I have been with for 25 yrs - so much for loyalty! If Covid 19 is causing so many delays, and British Gas can’t provide proper service, why aren’t we given a discount? My employer gave a discount to customers. If I have to listen to that automated service on the phone again, I’m going to go nuts! These ‘windows’ of 6 hours ( and in my case tomorrow it’s 12 hours) are just not workable for customers in employment and it’s surely only people in employment who can afford the huge cost of Homecare! I have no heating and no hot water and the first appointment I was given was five days from now. I’ve now managed to get an appointment tomorrow. However the 1st service appointment I can get is the end of May..... What a nightmare!”

Helpful Report

Posted 4 years ago

“Absolutely shocking service. I don’t think anyone in this company cares if they do a good job or not, total shambles and has been for a number of years now. What is the CEO here do. I can understand why they promise so much and deliver so little. This company is going to go to the dogs, sell your shares now! I can understand how they can. Make so many simple, errors so frequently. I had a boiler problem and they sent Dynorod? You could not make this up .”

Helpful Report

Posted 4 years ago

“Phoned to book Homecare appointment. Told best do it on line. Then spent over an hour trying to get website to recognise my details, despite being a customer since gas was first discovered. Unbelievably unresponsive and clumsy. Why is the Homecare account number alone not enough to access the site? I only wanted to book a service visit. Awful, awful experience. Make your web experience better if you want customers to use it, or if you want customers at all.”

Helpful Report

Posted 4 years ago

“they are liars and thiefs,just love stealing yer money,and they hang up when they know your right.”

Helpful Report

Posted 4 years ago

“2 problem's - Have 2 homecare service presently trying to get a gas safety certificate appointment is useless, the online booking system allow for gas repair or gas service, cant find the link to landlords for gas safety certificate, have called them out on other jobs, but always refused to carry out the job because of other issues. 2nd problem, due to COVID - 19, or any other excuse, will not come out, finally they agreed to come out between 12 - 6pm....as predicted nothing happened - That's the final closure - no more wasting £500.00 for what?? Good Bye, somebody should be held culpable, but that wont happen. Don't ever sign up for this terrible company.”

Helpful Report

Posted 4 years ago

“I am so angry with this farcical company I can't put it into words or perhaps the words that describe them haven't been invented yet???”

Helpful Report

Posted 4 years ago

“Awful , scammers”

Helpful Report

Posted 4 years ago

“When will you ever get your app to work properly. I had my smart meter installed and was told to wait two days before the app would be able to show my energy usage. The closest I ve got is Ooops, something went wrong, lets try again. Well two plus weeks later, it still Ooops. I tried the on app help which resulted in two hours of wasted time and effort. For some strange reason I was asked my 'date of birth' I told the 'advisor' they did not need that and they continued happily. I suggest a backroom scammer gain info on people. Why is it that British gas app never work properly until the next version and then a new problem arises. P.S. I am now wasting 30 minute so far online trying to get help. Think I will prepare an online complaint and when my term is up, move onto a supplier who cares.”

Helpful Report

Posted 4 years ago

“I don't usually take the time to leave reviews but on this occasion I feel I should. I spoke to a lovely guy called Simon (collections department) today who helped me work out my arrears with British Gas. Not only this, but he took the time to explain how my new meters work, set me up a new direct debit and explained exactly how the units and charges work. He has arranged an appointment to get my gas meter fixed so that I do not have the added hassle of uploading my meter readings and creating room to call back into arrears. This is the first time I have had a thoroughly enjoyable experience when dealing with a utility company. More reps like Simon please :)”

Helpful Report

Posted 4 years ago

“I placed a review here yesterday of my experience with British gas being executor for my mother in law estate, so this is part two. I phoned today to ask why they have given me a new customer number. They should have just changed the name on the previous account which is what I thought they were doing, which they said I had to do to sort out the readings, This should be all the same account, I have not moved in, the house is still empty, I do not own the house, I AM JUST THE EXECUTOR. Having explained this to the lady on the phone, I asked what happened to the 300 and odd units that they have overestimated on both the gas and electricity, which I have paid on behalf of her estate? Also, why does it not start on 26/03/21 when my name went on the bill, but on the 09/12/20 if this is a new account. The app is next to useless for information as they have wiped their estimated reading off, that was on there at first for the gas and already I have had two different payments owing when I only changed it on the 26/03/21, ( 4 days ago) and why are the bills on there estimated? I put readings on the app like I was requested. My mother in laws customer ref was 8500 5994 0102, apparently this has been closed, do you just keep that over payment then back date the new customer? As she stated she couldn't help me, she stated she was transferring me to Home Move? Didn't get the chance to ask why she just cut me off, I waited 15 minutes on hold there, then phoned them myself, 40 minutes waiting it said, so I rang their complaints department to be told their premises had been evacuated, and to call back later!!! Which I must say made me laugh. ”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,138 reviews