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

“Paying almost £400 a year for homecare. Our boiler has broken and we have no hot water or heating, but BG cannot send anyone for a week. We were told when we took the boiler cover that they would be out in 24hours.”

Helpful Report

Posted 3 years ago

“My account was moved to British Gas when my previous supplier stopped trading. During the past 8 months they have issued 5 bills of which 3 were cancelled after payment, i which forgot to charge for electricity and 1 which used the wrong meter readings. Since increasing tariff at start of May they still haven't updated my smart meter to the new charges. This means my in house monitor is displaying garbage. Totally inept company, customer services are impossible to contact, how they are allowed to operate I'll never know. Shall vote with my feet and take my custom elsewhere. I wouldn't have given them ! star but that is the lowest available. My advice is to avoid this company like the plague.”

Helpful Report

Posted 3 years ago

“This company doesn't even deserve one star! The staff are so incompetent it's disgusting. They've messed up so much on my account since January that I'm now left in debt! I'm having to pay off for their mistakes too and it's F**ING disgusting! I was supposed to have smart meter sinstalled and only got one installed and in three days they've snatched £10 and said its a default and that the default won't even get put back onto my account! It's destroying me mentally because I'm constantly full of anxiety about losing everything! Once my meters are installed I'm immediately changing companies and going to citizen advice! I'm furious.”

Helpful Report

Posted 3 years ago

“£464.40 in credit when my account was closed. I just had to pay them £92 or they were to refer my case to a debt collection agency. No money refunded back to me. I need not say anything else. Absolutely shameful.”

British Gas 1 star review on 20th May 2022

Helpful Report

Posted 3 years ago

“Sorry to say that British Gas have been a complete nightmare to work with and it’s not getting any better. - I’ve made a formal complaint and still haven’t received a call - I’ve been promised 3 callbacks and nothing - every time I call, it’s very matter of fact and the system is always down so they simply can’t answer questions - I haven’t received a bill for almost a year and now I’m told I owe money - My tariff has changed and they didn’t let me know - Without agreement or notification, they increased my monthly direct debit from £125 to £270 which sent me overdrawn - Everything and every message pushes you towards the BG app, but it still doesn’t work, doesn’t show your data - I have been in credit for months, but they won’t return my money - Apparently you can get an EV rate for electric car charging, but then it doubles your normal day rate - After several calls I have no idea what’s going on apart from my bills have increased by more than 100% - My boiler is overdue a service even though they have doubled my service package price Honestly the list goes on and I have proof of the list above Help!”

Helpful Report

Posted 3 years ago

“Been with BG for 15months. At the time they gave me the best deal and I trust them before other suppliers.”

Helpful Report

Posted 3 years ago

“British Gas is the worse company I have experience in my life, I was closing my account with them and they made a mistake on our account, they were asking us to pay again where we already paid them. When I tried to contact them to get this correct, it take me 5 months to get this issue fixed and their agents were not helpful at all, every agent wanted just to end the call as fast as they can. Never use British Gas again”

Helpful Report

Posted 3 years ago

“App is absolutely rubbish can't get any readings off it smart meter seems to be working though I went long way round to get my readings just log into british gas and go too your account reading match with smart metre but it still won't update my phone numbers or send me my bill ive had solar panels installed and my lecce bill for 1st month is 10.14 which is mainly standing charge and that's the biggest scam going”

Helpful Report

Posted 3 years ago

“Trying to figure out why your app is not working.”

Helpful Report

Posted 3 years ago

“This is how they turn your credit into debit overnight, when you request, what is owed to you.”

British Gas 1 star review on 14th May 2022

Helpful Report

Posted 3 years ago

“Their technology is rubbish! App hasn’t been working properly since mid Feb 2022. It appeared to be fixed recently and was showing daily usage again - hooray! Then … today a message comes up saying that the daily usage cost shown is at the old kWh rate, not the new rate. So completely useless then! The In Home Display for the smart meter keeps malfunctioning - the gas shows usage and charges when there’s absolutely no gas being used. This tech is supposed to enable us to monitor and manage our usage so as not to end up with excessive bills. Well, British Gas, make sure it works properly then. Just putting an apology on the app, for nearly 4 months, isn’t good enough. Perhaps I’ll just apologise when I can’t pay my bill!”

Helpful Report

Posted 3 years ago

“I had a plumbing appointment today in emergency between 8am to 9am but on schedule they have to write 8 to 6 engineers never turn, when I ring 4pm I been told engineer on way to me, again no one turned up, ring 5pm been told will be with me 6pm, ring 6.20, been told again Aiden will come 9pm no one turn up ring 9.30 pm been told sorry engineers can’t make it today it been cancelled.”

Helpful Report

Posted 3 years ago

“They refused to refund the credit we had built up over the winter months. We tried reducing our monthly direct debit payments on the British Gas app. We were unable to. We have now cancelled the direct debit to them, with one click one the banking app. We have been with British gas getting on 20 years.”

Helpful Report

Posted 3 years ago

“they take your money that is all they are interested in you are told one day you are on track next day you will have to pay more i think they are a bunch of failed comedians who seem to have a right to take unlimited quantities of cash . and you cant do a thing to stop them.except leave as soon as possible!!!!!!!!!!”

Helpful Report

Posted 3 years ago

“WORST COMPANY EVER, NEVER GO TO THIS, SCAMMERS, they made an estimation of how much my bill is saying that I spend £800 in 3 months and the unit rate was 10x higher than normally, and saying that we cannot do nothing about it but pay. SCAMMERS. I will move company as soon I pay all of this, I don't recommend this company at all.”

Helpful Report

Posted 3 years ago

“Was moved to British Gas from Peoples Energy Company, who I was really happy with, when they stopped trading had no choice in this matter and have had several issues with DD. While trying to sort was 188 in queue for live chat. However would say that I then contacted them through Facebook messenger and had a very swift response from Damian who resolved my problem and sent details to customer services who also contacted me so my issue was not with this part of the service just the fact that I have to keep contacting them with DD issues. The first example being that after signing the initial DD form for £135 a month the following day I received an email saying that my monthly amount was £180 which had doubled!!!”

Helpful Report

Posted 3 years ago

“My electric pre paid meter display went blank , after waiting for 1hour and 40 minutes my call was answered and then I was cut off. The next day this happened again , panicking I rung Citizens advice and asked if they could help me , they passed me to their support department where a lovely lady listened to my problem and said she would get in touch with BG , within half a hour a customer service agent from BG got in touch and arranged a appointment for a engineer to come and replace my gas and electric meters for smart ones. The lady from CAB rung me daily to make sure I was ok making sure my electric hadn't run out. The day before the meters were due to be fitted had a text off BG cancelling my appointment because of lack of engineers , Citizens advice were notified by me of this and once again they got in touch with a Grace Walker from BG who then rung me and the appointment went ahead. I cannot thank Citizens advice enough for all there help if it wasn't for them I would probably be sitting here now with no electric supply. I URGE everyone to get in touch with citizens advice whether you are vulnerable or not to get the help you deserve because BG certainly don't care about their customers. Read the reviews on Trust pilot it is truly shocking how they are treating people.”

Helpful Report

Posted 3 years ago

“My friend has mental health issues and client care has been discusting. Sent round the houses left on hold no-one calling her back as promised BG hang your heads in shame.”

Helpful Report

Posted 3 years ago

“I’ve been trying to get a smart meter for weeks now as my ddr went up from 94 to £205 so I wanted to keep track. Miraculously on my first phone call I was told an engineer would come the following day. I said please advise him to come to the back door as I work from my kitchen and won’t hear the front door. What happened?! They came to front door, left a post card saying I wasn’t in!! On making the appointment they said if I cancelled within 24hrs or I wasn’t in I’d be charged £50! Don’t think so!!! 2nd call 45 min wait .. someone will ring you next week with an appointment.. no phones call 3rd attempt with virtual assistant.. you’ll get an email with an appointment.. no email 4th call 54 min wait ... I can’t even read my meter as there’s a fault with it.. BG woman says oh when we come on 4th June we’ll repair it.. 4th June I said? Since when have I been booked in for then I’ve had no notification?! Oh well you’re booked in for then ok? Well yes, I’ll make sure I stay in then she’ll I?? Ffs.. do I think they’ll turn up?? Noooooo I do not. Shocking customer service, awful company, and I’m tied on with them till 2024 🙈 Oh and the South African accent is sooooo hard to understand! Get your call centre in the bloody UK!!!”

Helpful Report

Posted 3 years ago

“They do seem to be completely useless at the moment. I ended up with British Gas after my own supplier collapsed. They handled the switch-over OK, but now the supply of information has dried up. I cannot view my energy usage, I can't find out what I owe them (or what they owe me) via the BG app, and it seems to be impossible to log in to their web site. First it said my password was wrong (and I'm pretty sure it wasn't) then, when I tried to reset it, they sent me an expired reset link followed by no reset link at all; so I gave up and wrote them a complaint, which it'll take them a minimum of 7 days to even look at. Possibly I'll need to sit on the phone for a couple of hours, to find out they can't help me at all . . .”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,209 reviews