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

“No paypoint so use payzone. My town does not have not payzone only paypoint still. Nearest payzone is by using car how inconvenient if you don't drive, but guess what I have been told today. Sorry, we don't have payzone or it's not working. British gas best be ready for me tomorrow for causing such inconvenience towards me for not being able to top up this evening. What a mess and a disaster all this is. If I could vote zero star then I would so pretend that I have. I begrudge giving one star. Plus they need to update there website as the 0800 numbers do not exist anymore.”

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Posted 5 years ago

“So much wasted time on hold, been waiting 3 months for Hive installation after waiting 6 months for annual service appointment. Made 3 formal complaints this year, it seems no one cares”

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Posted 5 years ago

“In total waited 1hr 6min to get appointment booked to change meter, now have to wait 4 weeks go get it installed”

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Posted 5 years ago

“Was on hold for 40mins before someone answered, total call 1hr 6mins just to ask and book appointment to change meters, now have to wait nearly 4 weeks for the appointment. Could not understand the person in customer service, had to keep asking them to repeat. Lily”

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Posted 5 years ago

“You do know people all these complaints will fall on deaf ears...they won’t do anything about it they never do.So long British Gas 🙄”

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Posted 5 years ago

“Paid 300 quid for boiler cover 4 weeks later it’s still not working. Clueless engineer first time and new engineer quoted a Power flush at 600 quid! Local plumber diagnosed the fan in 30 mins and got it working so we had heat over Christmas. He is an ex BG engineer who had enough of them and started up on his own because things are not done correctly. If I could give them -5 stars I would they are a loathsome organisation”

Helpful Report

Posted 5 years ago

“Everything I went straight to the CEO of the company and was dealt with quickly yet , still having problems topping up what a joke !!!!”

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Posted 5 years ago

“Please explain to your customers why you have decided to change to payzone. I have just been into my local shop with payzone and they are not set up yet. Absolutley disgusting to leave your customers stranded like this. I have 1.50 electric and 75p gas what am I meant to do now ??? Drive around to loacte somewhere else are you going to refund me the watsed petrol you have caused me ?? BG you should be ashamed of yourselves. I think it is time to change to a different supplier”

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Posted 5 years ago

“Most Payzone shops cannot top up your gas and electric...typical British Gas!!!”

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Posted 5 years ago

“Top up with Payzone?Hardly any Payzone shops can top up gas or electric!!!”

Helpful Report

Posted 5 years ago

“I went to top up my meter only to be told they cant do it as British gas dont have a contract anymore, why has British gas not informed me that i would no longer be able to top up at certain places i now have no gas or hot water and was told i cant top up online or over the phone by customer services, cant wait to leave no help for pay as you go costumers .if i could give no stars i would proper joke”

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Posted 5 years ago

“You know I have been with British Gas For Over 40 years and they seem to be going backwards rather then forward.First they get rid of there free phone numbers.Last year I rang them about a problem with my smart meter,was on the phone for over 45 mins then someone answered and said “Hello, how can I help you” then I got cut off!!!Then they change to Payzone,went into a Payzone shop today but they couldn’t top up my gas and electric because they didn’t have the facility to do so!!!Why change things when they work ok?So,I have decided it’s goodbye British Gas and will be looking for a different company.”

Helpful Report

Posted 5 years ago

“MOST INCOMPETENT COMPANY i am now on day 12 on trying to sort out problems on top of problems with them. I moved to new home and signed up with them 18th Dec and then I received a bill days later for NOVEMBER??? How is that possible if i never signed up into end of Dec. They sent 2 idiots round to sort my gas and electricity as no power in the house. I waited from 7am to 6.20pm when they finally arrived. They changed the smart meter which had credit on to a key machine. Said they had topped it up the machine for me and if.i needed.more.credit.call.them back ??? I should of known from that sentence they were being tossers. Turns out them 2 idiots put me on emergency. Which i didnt realise until it had ran out when the gas safety company came to restore heating. They were not prepared to wait while we ran out to top up so now we have to wait for another appointment. I called for my refund and a rude THAPELO MLILO hung up on me i called again a nice lady tried to connect me but i was cut off so when called a 3rd time i was told after 30min in hold that there is something wrong with my meter I said he was mistaken as i topped today he put me back on hold and came with he will top my meter Erm no thank you send a cheque thats when he got snotty and replied well it will take 21 days bye”

Helpful Report

Posted 5 years ago

“I have been 8 days without heat and hot water all over Christmas, customer service attitude appalling do not even entertain wasting £29.00 per month for zero customer service. Go anywhere other than British gas!!! Do not even bother wasting your tome asking for a quote for a replacement boiler they quote 100% more than anywhere else I have been quoted by. How do they expect to stay in business???”

Helpful Report

Posted 5 years ago

“Terrible service. Had no hot water and no heating for 4 days. Apparently I'm not a emergency (cant believe they take out money every month) They dont take that into account though when they charge me every month. Customer service dont give a damn.”

Helpful Report

Posted 5 years ago

“Terrible service, had no hot water and heating for 4 days now. Apparently I,m not classed as an emergency (cant believe i pay out direct debit every month} they dont take that into account though when they charge you every month. I,m freezing here and the customer service dont give a damn.”

Helpful Report

Posted 5 years ago

“Terrible customer service, my father has been with has for a week now. I’ve called 3 times all 3 being 2 hour calls and still unable to get sorted. Ask to speak with a manger, but keep getting told there have no managers on the floor.”

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Posted 5 years ago

“I’ve a complaint that has been open for a few months ... have spoken to complaints team , and awaited my calls etc , that I had requested ( which took a long time !) ... once I had the proof of such disgusting treatment , I emailed the complaints team again ( as it’s still open and ongoing ) ..... this was well over a week ago ... it went through , as I had an automatic email response to say they had received it .... but have had heard nothing ! How many times can you continually treat paying customers in this way ? I will now be taking this further and will change my provider . Disgusting !”

Helpful Report

Posted 5 years ago

“My boiler went crazy late on a Saturday morning four days before Christmas.I managed to get a slot the same day. Within two hours I had an engineer sorting it out. He was lovely, polite, cheerful and calm! Within 45 minutes he had fixed the issue and phoned two days later to check the boiler was ok. He even thanked me for being a nice customer. All the engineers we have had have been great but he was wonderful. I'm writing a review because most people only write about bad experiences.”

Helpful Report

Posted 5 years ago

“Have had to wait to get emergency appointment for 10 days with intermittent heat and water which has been a nightmare, British Gas then left it till 5 pm to tell me engineer not coming Last night and me losing half a days holiday for the pleasure. I left British Gas last time and have only just returned for it to happen again with a no show on first issue I have had and having to wait a long time to get someone here. Really annoying but they need to sort there business out!!!! I was offered £20 for the inconvenience incurred and half a days holiday lost. They can keep the dismal offer and I will take up with customer service. Especially as paying £60 upfront for the pleasure! Now having to wait in again between 2 and 6pm with all Christmas shopping still todo!!!!! Oh well suppose it will have to be done Sunday”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,139 reviews