British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.21

1.2 Rating 3,139 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,139 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

“Had British Gas out this morning to look at my boiler that was not igniting. The engineer was very nice and helpful. He managed to temporary fix the boiler until the part arrives next week. Very pleased with the service provided.”

Helpful Report

Posted 5 years ago

“Booked annual service in September to take place in November, appointment was cancelled by BG the day before it was due and moved to the end of January. Booked washing machine engineer on line, appointment cancelled by BG the day before, moved to Monday 2nd December, just been told by Hotpoint that BG have passed the appointment to them but they can’t do the 2nd. Called BG to complain and after waiting 20 mins was told that I should call back between 9 and 5. I pay £57 per month for the privilege of absolutely nothing. BG, what a joke they really are.”

Helpful Report

Posted 5 years ago

“I am a priority customer with BG. I have no gas supply therefore no heating. Tried to call. After waiting 45 minutes call was interrupted by message stating British Gas now closed!!!!. Thanks very much BG.”

Helpful Report

Posted 5 years ago

“My prepayment meter is not working and I have no heating. I am on the priority scheme. I gave just been holding for 44 minutes and then told office is now closed. Don't know what to do now. Absolutely awful service”

Helpful Report

Posted 5 years ago

“Just joined British Gas. Asked to submit readings - I did. Asked for them again three days later with no reference to the earlier readings. Submitted again. Wrote to them to query which readings would be used and why ask for two sets. Reply: This email is closed, your answer can be found in Help and Support. No it can't. Everything is dumbed down and automated. They make enough profits, why not having a proper Help and Support system. Stupid stupid stupid.”

Helpful Report

Posted 5 years ago

“DO NOT USE BRITISH GAS EVER They have scammed me, they said we were in credit £200 then the next day they said we owe them £200. Bearing in mind me have not had our heating on for the last 10 months. Stay away. They set up us with a plan to pay their exstorunate bill monthly and then said they will have bailiffs at our door. Please stay clear. The staff are extremely rude and are just after your money. They are by fair the most expensive company out their. Please stay away. The only reason I gave them 1 star is because I didn’t have a choice for no stars. Their bills unreadable and make no sense. They will even charge if your TV is off. STAY AWAY FROM THEM THEY ARE THEIFS”

Helpful Report

Posted 5 years ago

“I have had British Gas homecare for over 5 years. They used to be excellent fixing problems quickly. However, I have just been left with no heating for 17 days as i am not deemed a priority case. The engineers when they do arrive are really good but you have to wait weeks for an appointment. Although the customer advisors are polite and do thier best they are not able to do anything as the demand is too high. Do not take homecare out, especially if you are vunerable British Gas cannot keep up with demand and it is not worth the money.”

Helpful Report

Posted 5 years ago

“Spent over an hour trying to get through on hold to be told by a computer that british gas was now closed. Thanks for that. I have now just moved supplier. FU”

Helpful Report

Posted 5 years ago

“Spent all morning waiting to get through to British Gas only to get cut off just when I was waiting to give payment details. I think they must be the worst call service in the whole of the UK. They have also put up their maintenance contract every year without any explanation. How can we be paying almost £1,000 per year for ‘homecare’ for the worst service in the country. I’m cancelling!! I would give NO Stars if that was an option.”

Helpful Report

Posted 5 years ago

“I chose british gas as a supplier, i odered tarif 2020v2 threw the compare website, and i recieve welcoming pack only about my boiler insurance, because it goes together as a deal, but nothing about tariff. I contacted british gas and i was adviced to choose other tariff untill my acount gone be active and they gone replace my existin tariff to my chosen one. Month passed still nothing has been changed. Very unprofessional and disapointing.”

Helpful Report

Posted 5 years ago

“Trying to set up boiler service which is overdue and should have been sorted out automatically. Been on the phone for over 2 hrs and still holding on.Disgusted”

Helpful Report

Posted 5 years ago

“British Gas has some of the worst IT systems and platforms in the industry, try signing up for one of their services, if you are lucky it should be done in a few months. It is only fair that the company goes into public ownership”

Helpful Report

Posted 5 years ago

“My boiler has now not been serviced in 14 months even though I have a contract with British gas. I booked a service three months in advance only to have it cancelled the day before.”

Helpful Report

Posted 5 years ago

“We have found Homecare engineers have all been friendly and professional and employed by BG, but the phone system and admin is appallingly bad. I've just hung up after waiting in the phone queue for over an hour. Their system gives you no indication of where you are in the queue or how long your wait will be. We've had incorrect charges, disputes over what is covered by the Homecare contract (which we eventually won) and DynoRod engineers turning up on the wrong date or with incorrect experience or partsto do simple fixes.”

Helpful Report

Posted 5 years ago

“Home care policy holder with no heating , no hot water, earliest appointment 5 days away!!!”

Helpful Report

Posted 5 years ago

“My boiler has not been serviced for 20 months even though I have a service contract with British Gas. I have been told by them that there are no available engineers to do it and my complaint is going to take 8 weeks to look into and respond. Meanwhile they have been happy to take the money and my current contract expires in 4 days time.”

Helpful Report

Posted 5 years ago

“Increased my monthly payment from £60 to £550 without mentioning it to me. Took £500 from account without permission. No one contacted me or got in touch after I contacted them. Rediculous behaviour and appalling customer service.”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“Over an hour and 15 minutes wait to speak to someone in customer service, had to hang up in the end. Not acceptable at all.”

Helpful Report

Posted 5 years ago

“weve been a bg Homecare customer for several rentals for many years. however the last two callouts have taken 7 days! this is far too long... obviously. although Stuart Cave (our so called multi premise account manager!) thinks this is reasonable!!!!!!!! we asked him to confirm that in writing but he hasnt. just to add insult to injury after waiting six days for the appointment, no one turned up!!!!!!!! this was last thursday (14/11/19). apparently they didnt despatch our callout as they had a priority!!!! instead they wanted to postpone the callout for another six days (i.e. until 20/11/19) when no doubt it would be cancelled again by another higher priority jumping the queue. This really is outrageous service and a breach of the contract which states callouts will be in a reasonable time. 12 or even 6 days is not reasonable. apparently the delay is due to unexpected circumstances (WINTER!!!!!!!!!). BG used to come same or next day which was fine. we will most likely not renew with bg again as we have had huge grief from our tenants (understandably) and had to compensate them. This defeats the whole objective of boiler cover which is to avoid such stressful problems and maintain good relations with tenants. I see that 'HOMETREE' have better reviews and will give them a try. seems BG dont give a s!@?. BTW as our tenant is having an operation next week we were made a priority (for all they know the op. was for an ingrowing toe nail... that just encourages people to lie to get a quicker appointment) and got a callout 15/11/19. but the new part wasnt fitted until 18/11/19. the engineer was professional and competent, BUT DEFINITELY CANT SAY SAME FOR REST OF BG. we have made formal complaint but no proper response, only acknowledgement.”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,139 reviews