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 26th December 2025

106

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

“Pre paid meter display screen went blank the end of March , I panicked because of my electric running out. After being in a queue a hour and forty minutes I managed to get through to customer service only to be hung up on. I tried the following day and was told I would be rung back after them saying I had to have smart meters fitted or pay £130 for a ordainry meter .I didn't want smart meters but I had no choice as I wasn't prepared to pay for a ordainry meter again , bullying tactics by British gas. Surprise , surprise they didn't ring me back after she promised to. It was then that I got in touch with citizens advice and they immediately gave me a case number and rung British gas who then got in touch and gave me a appointment for 4 days later , I'm sure that you can guess that I received a message from British gas that due to unavailability of engineers that my appointment was cancelled . Quoting my case number I rung citizens advice and within a hour British gas got in touch and my appointment went ahead. I urge customers of British gas to get in touch with citizens advice they were brilliant , I had regular phone calls off them to see if I was ok and I can't praise them enough. I was promised £30 cheque from British gas for inconvenience but you've guessed it , I have never received it.”

Helpful Report

Posted 3 years ago

“Scams happening I had fixed tariff for dual fuel until March 2022, British gas has charged me new tariff from the 9th March 2022 it is not been a full month since my new tariff has started I also have left credit in my accounts and still direct debit applied and money taken from my account,.”

Helpful Report

Posted 3 years ago

“I have been trying now for 3 months to get my gas metre replaced so I can actually read it 4 hours yesterday I spoke to someone today I'm told the chat has been closed and they need all my details again very difficult to contact any kind of customer service I struggle with severe anxiety so find it difficult using the phone talking to this company has made me want to kill myself it is caused me so much stress and anxiety”

Helpful Report

Posted 3 years ago

“I have been trying to talk to a person from British Gas for over 2 months no joy on chat line at the moment over 2 hours still haven’t spoke to anyone that can help”

Helpful Report

Posted 3 years ago

“Boiler service- reported fault on Bank Holiday Monday & got prompt appointment for today. Engineer called early to bring appointment forward & true to his word arrived early. Replaced faulty calve & tested system before leaving. Engineer D Tarrant, very polite & professional. Thank you for prompt service.”

Helpful Report

Posted 3 years ago

“Literally nothing about this company is ever easy. They have 15 teams where Octopus has one, and whichever one you get through to is guaranteed to be the wrong one. Very occasionally, you get lucky and find someone who might try to pick up your issue and get it solved internally, but even then they are often hamstrung by the bureaucracy and ancient systems they have been lumbered with. I manage properties and whenever I see the British Gas logo, I want to cry. For the sake of your own sanity, please AVOID this company.”

Helpful Report

Posted 3 years ago

“I woule literally rate british gas at 0 but thats not possible. Extremely poor customer service, I had to call like hundred times to sort out my account and still got no help. Every customer service advisor have told me they will contact me within a week to sort out my meter readings because they were wrong and I have NEVER been contacted. It is literally the worst utility supplier i have ever been with. They just drag you on for months then they send you a bill that makes you want to commit suicide. If i ever die, british gas will be the reason.”

Helpful Report

Posted 3 years ago

“Style over substance. When gas and electric prices are the highest in history relating to income. BG hasn't solved the problem with the usage app.....”

Helpful Report

Posted 3 years ago

“Worse than useless. None of their systems work and you can't get through to anyone.”

Helpful Report

Posted 3 years ago

“British Gas are a disgrace I have been trying to get my monthly billing meter changed to a pay as you go. British had have told me that this will happen 3 times now it has not. I have the top up app and cards which I cannot use. I was assured by British Gas that my electricity supply would continue until the switch happens. My electricity is off now. I have a disabled wife with dementia who uses electric equipment and medication which must be stored in the fridge. Luckily my wife is in hospital at the moment. This totally unacceptable and shambolic. I am receiving bills which they expect me to pay that WILL NOT be happening. I am no way racist but every time you ring you speak to a South African call operator most struggle to understand what you are saying. This BRITISH gas is supposed to be our flagship company. The second other companies are taking on new customers I will be changing supplier and do not care if I end up paying more. Anything to get free of British Gas”

Helpful Report

Posted 3 years ago

“Convoluted price structures always make it feel like you're being ripped off because you are. They are a law onto themselves that can change how you'll pay them without asking. Terrible company. Already left them before and somehow I've now ended up back with them. AVOID”

Helpful Report

Posted 3 years ago

“I had some questions about my account, I was determined to actually speak to someone this time so I patiently waded through the usual automated fobbing off when success arrived, I finally got though to a customer agent who was helpful enough but unfortunately her foreign accent was so strong I did understand a single word she said. Does anyone have any advice for me...because I know I need to be very careful what I say for being accused of being racist and getting arrested. To be honest I would rather my gas account issues lay unresolved, even if British gas owe me thousands because I am too scared of being arrested by the Police for being accused of being racist...if this makes sense. Thanks”

Helpful Report

Posted 3 years ago

“BG have pretty much made me homeless. Tried to move address but their total failure to reconnect me at my new property left me with no alternative but to cancel my new tenancy. I spent three and a half working days to be put through to the billing department. One phone call lasted 1 hour and 42 minutes while they put me on hold. My phone went dead and I had to discreetly recharge it at the library. I am a pensioner and it's lucky for me that I left a couple of weeks crossover on my moving dates otherwise I would be sleeping in my car. I have written and complained to BG but it's no surprise that they haven't contacted me. As soon as I can I will go to the Ombudsman. Despicable company who should not be be allowed to carry the name of any nation in their title. Shame on you B...... Gas !!!!!”

Helpful Report

Posted 3 years ago

“British gas has gone from bad to worse. Their customer team haven't got any knowledge or experience to deal with any customer issues or problem. Do not go with British Gas you will regret like I do Their team not even based in UK so no one will sort it for you if you have any issue. They simply will take money from your account without your knowledge.”

Helpful Report

Posted 3 years ago

“One star is being very generous, I have been with British Gas for 2 years and to say I am disgusted is an understatement. Due to having a hospital procedure I had to move out of my property for 3 weeks (1 week hospital inpatient stay and 2 weeks recovery with family). My family checked on my house regularly and topped up my meter when it was low for me, on the final check before going home there was plenty of money on the meter and all the food they had just brought for me to move home with was put away in fridge and freezer. The day I was due to go home 3 days later my family took my belongings for me before hand and all my electric was off and all food was defrosted. I contacted British Gas to let them know what had happened to see what was wrong for it to turn off and they told me this happens sometimes it’s the smart meter rebooting. I explained the situation regarding loss of food and why I wasn’t home when this happened and they told me that they don’t reimburse for food loss and nothing could be done. I requested to speak to a manger and place a complaint and was told I would receive a phone call within 4 hours….a week later still no phone call. I then contacted them again and I was told all they could offer was £30 on my meter and I explained I had done a whole months food stop and did not need money for electric which was already topped up but needed to replace the food lost so I could move back to my home with my 2 children including a baby. I then informed them that I would be taking this to social media so other family’s using this company can see how poorly single mothers are treated and I was hung up on. Do not use this company they do not care about family’s or helping correct there mistakes. Nearly 2 weeks later and still not resolved so I can move back home”

Helpful Report

Posted 3 years ago

“They are the worse company ever. My heart sank when I found out I was being moved to them from People’s Energy after bad experiences years ago. They are even worse now. I’m trying my best to move to another provider although with the current climate it’s very difficult.”

Helpful Report

Posted 3 years ago

“I left British Gas after ten years of hell, unfortunately I ended up as a British Gas customer in the (supplier of last resort) scenario, I had previously taken them to the Ombudsman who upheld my case , I left BG (British Gas)went to another supplier, I got an unsubstantiated bill that I questioned, I took them once again to the Ombudsman, guess what they upheld my second complaint, on the basis of the foregoing I recommend anyone who had had a problem with BG complain and don't be put off with the obstructiveness and sheer awkwardness of that company”

Helpful Report

Posted 3 years ago

“Had a problem with a British Gas bill and phoned to speak to an advisor. Due to waiting for someone to answer the time crept to after 5pm, I was pleased to see that you have an online customer chat service. The customer service advisor called Felix was prompt, polite and extremely helpful. I was very pleased to sort out the problem at the end of the working day. I tried to complete a good survey for Felix at the end but clicked out by accident and the survey disappeared. Please give Felix my thanks for their good service and thank you for having an option to speak online to a real person not a robot. With thanks”

Helpful Report

Posted 3 years ago

“The BG App hasn't worked for over two months”

Helpful Report

Posted 3 years ago

“Terrible company paid for boiler breakdown for 3 months then when they came out to service said they couldn’t cover my boiler refused to service and cancelled insurance which I’m still waiting for a refund.they did however try to quote me for a new boiler which is not needed as I’ve just had a plumber round to service it and he says it’s all good absolute shambles of a company.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,209 reviews