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

“Have decided to give up on homecare services they have time to post out letters but not available to speak on the phone. Tried the chat line to start homecare direct debit big big mistake they set it up for my gas and electric bills instead. Waste of time. Will deal with another company”

Helpful Report

Posted 4 years ago

“Worst customer service, you need to wait 30mins - 1 hour to let them answer your calls. And added on astonishing amount on your bill, even doubled on you the bill for late payment, horrible and greedy company!”

Helpful Report

Posted 4 years ago

“British gas sent me 2 bills same reference number I have complained to ombudsman I told them many times tenant lived in my house I sent tenant aggrement paper They never listen to me”

Helpful Report

Posted 4 years ago

“Virtually impossible to contact. Phone numbers are hidden in the maze of the website as they do everything in their power to avoid you having to call. If you do find a number, the automated service will tell you in no uncertain terms that they are only able to help those that are vulnerable, living alone without gas and electricity and nobody is able to help them. You can try to get through the automated intro but she'll ask what your call is concerning - whatever answer you give will likely be met with "Sorry, our lines are not open at the moment". No mention of when they do open. If you do get past the first boss, you'll be put on hold for a good half an hour before an advisor picks up. However, they'll inevitably be the wrong advisor and they'll put you through to another team, with another half hour on hold. At this point you might have a slim chance of getting what you want, but I wouldn't get your hopes up. Online chat is awful as they take ages to respond and you'll likely get passed from person to person who will all ask for all of your basic details and a description of your situation, despite having written it all already just half a scroll up away in the chat. You can email them, but they won't respond. Awful, awful awful. Easily the worst customer service I've ever had”

Helpful Report

Posted 4 years ago

“I had a British gas account for a property. This property is now rented out since October and the tenant is paying to British gas (they showed me the bill). British gas keep asking me to pay for the gas electric anyway even though they went out and took a meter reading the day the tenant moved in. I have tried creating an online account (refuses to recognise email), online chat (just tells me to create online account ), emailing, writing, telephoning (cuts me off after an hour wait). I have cancelled direct debit and they just keep hassling me to pay the bill that keeps going up.”

Helpful Report

Posted 4 years ago

“Service for both energy & homecare has been shocking. Several complaints have been raised. Now I have a lawyer in place dealing with FCA as the whole situation has become too stressful. I can only imagine how there engineers must be feeling. The company doesn’t care about customers & with recent fire & rehire being forced upon the workforce no wonder the service I’ve had has been out of order. Disgusted with the whole company.”

Helpful Report

Posted 4 years ago

“Can’t get through to anyone who takes control of the situation your calling about, they hang up, takes far to long for someone to answer the calls, the owners have lost touch of customer service, changing my provider first thing”

Helpful Report

Posted 4 years ago

“I pay nearly £280 a year for a service contract. When I need a repair I am advised that no one can repair for about 2.5 weeks. Pathetic. Will try another company. Do not use as you are not going to get a good service”

Helpful Report

Posted 4 years ago

“Dour lady at customer service number also charged £30 for late payment”

Helpful Report

Posted 4 years ago

“Worst company ever in my opinion. They're happy to take your money and make it the easiest process ever! Funny that... When you cancel within the cooling off period they don't want to know, staff plead ignorance, they then bill you wrong! You finally get through to someone who claims they have sorted the complaint only for British Gas to then unlawfully take money from our account! If anyone from British Gas wants to get in touch that would be welcome.”

Helpful Report

Posted 4 years ago

“Smart meter is not working Smart meter is not working; hence British Gas, (BG), cannot access a proper meter readings. Worse, I cannot send actual readings to BG. My contract ends next 24th March 2021. I want to sort our my bill before I change from BG, I am not happy with BG. My contract says that I should have a serviice for the year but have tried several times but cannot get through to BG. VERY UNHAPPY WITH BG. I do not recommend. BG will not reply to tweeter feeds nor reply to emails.Very poor service. How much is the CEO paid?”

Helpful Report

Posted 4 years ago

“Rude little fuckers who dont understand what germaphobia is, and puts all their jank tools on precious expensive surfaces and moves things without consent.”

Helpful Report

Posted 4 years ago

“Diabolical service from British Gas who despite taking full Homecare appliance premiums cancel every appointment and their customer service is rude, arrogant and anything but service or customer focussed. DONT TAKE APPLIANCE COVER - its effectively impossible to get a visit right now and they will not even offer a refund of premium when they cant provide even a mediocre service. AVOID!!! I have put a complaint in and its 8 weeks for a resolution !! Just a disgrace”

Helpful Report

Posted 4 years ago

“Justcawful.”

Helpful Report

Posted 4 years ago

“My boiler has been broken for three weeks. I am working from home in freezing cold conditions with a pandemic raging in the background. I also live with a severe asthmatic. I pay over £53 a month for my Homecare plan and have never used it in all the years I have been a member until now. You can no longer reach a human being by calling. I have had to use their online chat system. I have wasted 6 hours in total booking an engineer with confirmations and reference numbers to prove it. Three times an engineer has not turned up and no courtesy call to explain why. I am still without hot water and heat despite it being freezing temperatures. I am totally disgusted by British Gas and Home Care. They care more about shareholder value than their loyal customers. If the NHS and the likes of Amazon can function during a pandemic a rich utilities company can do the same. I have been left totally high and dry. I will now write to the ombudsman, the British Gas Chairman (for what its worth). I shall be cancelling Homecare and moving to Octopus. The £53 I save a month I will put into a kitty in case I have a problem and will find a caring company to take my business to. Shame on you British Gas and Homecare...I have experienced zero care and nothing but upset and frustration from this experience. There are millions of vulnerable people relying on a service that clearly can’t cope.”

Helpful Report

Posted 4 years ago

“I wish I could give minus stars. This company is appalling. I have a Home Care contract. I am also registered as a vulnerable customer due to numerous health problems. As I am having problems with my boiler, contacting British Gas is virtually impossible. Their app is unusable and their website also proved worthless. I eventually got through on the phone and have been promised an engineer visit. I'll believe it when it happens. Zero standards of customer care. A once reliable company that can no longer be trusted. Avoid like the plague.”

Helpful Report

Posted 4 years ago

“The were over 3 hours late, had me waiting over 20 minutes to answer my call, had to call 3 times. Customer service is very poor. British Gas has gone down over the years. Incompetent staff”

Helpful Report

Posted 4 years ago

“Most dreadful service I’ve ever encountered. Had a problem with our oven and after countless phone calls, cancelled appointments (after arranging time off work) and engineers coming, not having parts etc , they sent an engineer out who left us with a gas leak (my teenage daughter came my house from school to it and called me at work). Had to call cadence who declared the house unsafe and turned everything off. Many phone calls that day (after being cut off on the phone, being told they’d call when they didn’t), they sent an engineer at midnight (we were told before 10pm) who told us that he couldn’t fix it and someone else would have to come the next morning (more time off work!). They actually sent the engineer who caused the gas leak in the first place... didn’t know whether to laugh or cry. The pain of having to navigate through their automated phone system has quite genuinely reduced me to tears of frustration. Avoid at all costs”

Helpful Report

Posted 4 years ago

“I wish I read the reviews before I tied myself in to this embarrassment of a company. I have a leaking boiler. So tried all avenues to speak to a human being. I have and still waiting to speak to a human being, so far I have been on hold for 2 and a half hours!!! This is the 3rd call as well! Live chat not available! The robot offered a engineer to come on the 9th March!!! The 9th of March! I will have a swimming pool by then! Why I pay for this cover is beyond me, once this is sorted I will be leaving this joke company and never ever returning”

Helpful Report

Posted 4 years ago

“Gave 1 star as zero stars not available. Took over 1.5 hours to speak to a human, live chat cut off when I got to no55 in the queue and the only number on the home care page was for complaints - which got me through to a robot type chat which in my opinion did not understand English. Boiler not serviced since August 2019, earliest appointment is April 2021 and I am going to charged an excess payment if boiler breaks down before then. Maybe it wouldn’t break down if it was serviced regularly!!! But no reduction in monthly contract charge. So they are basically taking the money and not delivering on what I am paying for. COVID of course is used as the excuse but this is becoming a rather old and tired excuse now. Other less profitable businesses have adapted and continued to provide service to customers so it is time British Gas got itself sorted out. My advice is DO NOT Take out home care cover with BG if you are expecting to receive what they say they will deliver - you will be disappointed.”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,208 reviews