British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.22

1.2 Rating 3,242 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,242 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Live Chat

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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“British Gas app is currently using electricity unit price for its calculation so £ value has quadrupled. Why don’t they communicate this to customers and advise when it will be fixed. Just another example of abysmal so-called customer service. Come on British Gas, surely it’s not that difficult?”

Helpful Report

Posted 2 years ago

“So I just spent a worrying time trying to understand why I am suddenly spending huge amounts daily on my gas. I was sure the amount for last month was a lot less last time I looked but that’s massive now too…..and it goes all the way back. Finally figure it out - it’s British Gas profiteering tarrif. The app is calculation the cost of gas based on 24.66p per KWH instead of 5.96 KWH. So greedy British Gas are inflating usage by just over 4 fold! The level of incompetence of the people running this app is staggering it’s not fit for purpose!”

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Posted 2 years ago

“Called to find out if I could cancel their service in a property we bought and moving into soon. OMG the woman was so rude. I asked the same question about 4 times stilled not answered and the more I am asking the more she spoke to me like I was an idiot. Shocking service. I was with them a few years ago, this experience was a rude reminder why I will not deal with them again. Absolutely shocking!!!!”

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Posted 2 years ago

“Changed to Scottish Power now bg have hit me with a £600 bill apparently my direct debit was paying 3 months behind but no-one ever told me & Scottish Power is half the price of bg unbelievably BAD greedy company steer clear !!”

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Posted 2 years ago

“I can not believe the awful reviews that BG are getting and all the concerns I have are clearly identified in previous complaints. The lack of information I am getting on my app is unacceptable and the promises made unforgivable. I am contracted until the end of November and look forward to leaving them for a more professional provider.”

Helpful Report

Posted 2 years ago

“I have been trying to down load documents off my account and every time I try and down load documents app shuts down. Totally useless customer service waste of time promised to send a copy within 90 minutes never arrived. Thinking of moving my business to another provider”

Helpful Report

Posted 2 years ago

“Your HomeCare number 911004025888 Our first boiler service with British Gas and was scheduled for Monday 22nd April, text stating between 8 - 1pm. Over the course of the day, we had 8 texts with varying explanations for delay in engineer's visit. We did have a phone call midday from customer services stating rescheduled for 1 - 4pm. The final text received at 5.30pm "trying to get to us before 6pm but might be late". Having waited in from 8am, we left the house at 6 20pm as no engineer showed up. This is disgraceful service with very little human contact. The texts were standard generated messages with little or no meaning as no-one appeared.”

Helpful Report

Posted 2 years ago

“I have been with British Gas all my life and also when living with my parents! Never had any problems with them and always pay direct debit monthly! All was well till I logged in to my online account to see I was £5,939.84 in credit! I knew this could not be right so got in touch with them to be told my smart meter has not been doing correct readings since January 2023! They say they are trying to work out the correct amount and bill me as soon as possible! I may be in credit but they are not sure! I demanded a phone call within 24 hours but nobody has rang me! I am now changing to Octopus Energy recommended by my family and friends! Has anyone else had this experience with British Gas! So annoyed at them! LG”

British Gas 1 star review on 24th April 2024

Helpful Report

Posted 2 years ago

“A17740732 I am really disappointed with british gas. they eat last 9,years my lots of money. They charge 5059 in the last 20 months for two bedrooms small single family living home. Almost 252.95, in a month, even in the summertime. I sent my complaint to everyone, but no one responded yet and now asks again 215 pounds final payment without the same. Thank god to leave from British gas.”

British Gas 1 star review on 23rd April 2024

Helpful Report

Posted 2 years ago

“I can only re-iterate how poor the customer service is. They are invoicing me twice for money already paid. Dare I suggest that rather than people having a moan on this website, with nothing getting done as a result, they contact BBC consumer programme Watchdog. Something might get done if there is strength in numbers.”

Helpful Report

Posted 2 years ago

“The incompetence of British Gas never ceases to amaze me. I have been chasing them to provide me with my quarterly dual energy bill since I sent them actual Gas and Electricity metre reading at the start of March. I received the following email on three occasions since the start of March, the first time on 20 March and the last email on 19 Apr. “Thanks for getting in touch and allowing us to resolve your complaint, I have issued the bill on the basis on 7th March 2024, meter readings and your bill has stuck on the system because of some technical issues your bill will get released within 7 working days and once it has been issued, I'll let you know via email”. The bill was finally released on 19 Apr 2024 and at this point British Gas sunk to a new level of incompetence. The actual metre reading I provided them with so that they could accurately calculate my energy usage and the total cost were not the metre reading on my bill. To add insult to injury they also added an additional charge simply described as “Other Adjustment” £62.00. One of the things required on a bill/invoice is “a clear description of what you're charging for”. When I finally manged to get through to British Gas by phone (only took 45 mins) I queried what the “Other Adjustment” £62.00 was all about. Unsurprisingly the person on the end of the phone at the call centre had no idea. In 2023 British Gases CEO Chris O'Shea's remuneration was £8.2m, up from £4.5m in 2022, according to the firm's annual report. The package consisted of a salary of £810,000, a £1.4m annual bonus and £5.9m in long-term bonus, pension and benefits. In January, during an interview on BBC, O'Shea described his combination of salary, bonus and shares as "a huge amount of money" and said he was "incredibly fortunate". During the same interview, O'Shea told the BBC his pay was "impossible to justify". It’s not surprising that British Gas CEO (O’Shea) is "incredibly fortunate" when his company accounts department are adding additional charges to their customers which they cannot account for. Or maybe I am contributing to their Christmas Party? It would also account for British Gas annual profits jump tenfold, from £72m in 2022 to £751m in 2023 and profits expected to come in between £150m and £250m in 2024”

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Posted 2 years ago

“Reply to Catherine who answered my review .dear catherine thank you for replying to my complaint on tripadviser but what is contact dm / on pm or x on face book ..I’m 80 next month double Dutch to me like British Gas bills Edward clark”

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Posted 2 years ago

“Absolutely shocking company .. discusting corrupt thieving liars !”

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Posted 2 years ago

“We used British Gas in a rental property and left that property paid our final bill. A year later British Gas have started incorrectly sending automated final bills for a property we left 2 years ago. Every couple months we get a new bill, we then call and get it revoked due to system errors. They have causes great distress to me and I wouldn't recommend them to anyone.”

Helpful Report

Posted 2 years ago

“Following on from a previous review I have came to the conclusion that monkeys at Edinburgh Zoo would perform better with general complaints than the personal they have working for BG 5 times I hs e informed they they have the wrong name and wrong account details yet still send out the automated response with s change of date. They do not read letters or bust ignore the basic facts.Bigger is not always better I would renationalise this company as the care very little of the customer. Apologies to the monkeys at Edinburgh Zoo for the remakes they are far more intelligent.”

Helpful Report

Posted 2 years ago

“I have been with british gas for over 40 years and never had a trouble until they changed the system I can't remember how many timesi have called them , I have not had a gas bill since last October it seems that they really don't know what they are doing what's going ON BRITISH GAS”

Helpful Report

Posted 2 years ago

“Worse ever customer service. Impossible to get in touch. Even if you do no one knows anything. One agent says one thing other says other and no one kbows who is right. Been with them for nearly 2 years and apparently they didnt have my gas meter reading even if they sent a person to check our meters. In the end when i left they decided that readings they got was wrong so they can charge me money. Worst ever experience wouldnt recommend it to anyone”

Helpful Report

Posted 2 years ago

“Paid a bill on 28th of march. 15 days later saying it hadn't been paid. So stressful for an elderly lady and for me as I paid her bill online and have proof in the form of her account. Answer was for her to phone them she's 99 soon. Or contact them on twitter or Facebook. She's 99 soon. Same answer to every review. So shall I get her the internet then join x then Facebook get her a smart phone. How ridiculous . They don't read the reviews properly just give the same silly answers to every query. No need for all this stress if they did their job properly. Account has been paid so not more silly letters please saying it hasn't.”

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Posted 2 years ago

“So very disappointed with British Gas. What a bad system they have created. Have been on live chat for a month and now phone call. My account says I have no account or direct debit for some reason. Nobody can sort. Ended up calling in hope voice connect may help. Was sent twice to different dept to be told after many questions advisor will sort while I sat there. 20mins later suddenly ended up back in a queue at the start again .this time had to start whole process again.. I might not renew end of my contract time. So very upset with them”

Helpful Report

Posted 2 years ago

“Avoid like the plague! Since BG changed their system over in Oct I have yet to receive an accurate bill without having to phone them each time. When migrating to the new system (of which I knew nothing about) BG created an end reading which was over 2000kw less than I had already paid for. Each time since I have had to phone up to correct these readings in order to receive an accurate bill - I then pay the bill based on the accurate readings and within a week the old bill is cancelled and a new bill is created, again using the fictional starting point. I have made endless phone calls and eventually got so fed up of going round in an endless loop of misery that I contacted the Ombudsman. In Feb BG contacted me at the start of Feb to say they had made a mistake, offer some compensation and assure me that bills going forward would be accurate. I waited with bated breath for my Feb bill and lo and behold there was a different system error. The efficient chat bot would fix the error and the bill would be generated. I was kind enough to advise them of the Ombudsman complaint to ensure I didn’t reenter the dreaded loop of death. I waited a week and still no bill. I contacted the chat bot again to be advised of the system error. This would be fixed and the elusive bill generated. It was generated for £2160! One month cost £2160. I got straight back on that phone again. I emailed the advisor that had ‘sorted’ my last complaint to advise that yet again my bill was generated from the false readings used in October and all sorts of cancellations and amendments were created on this new bill. I challenged the agreement that had been made through the Ombudsman of which a full investigation is now underway. The original advisor that sorted the mess called me to question the challenge. I explained that a bill for £2160 was not what was agreed on and therefore the original issue is not sorted. I was told that had been fixed so that complaint was closed! I currently have a ‘live debt’ which BG are threatening to send to a credit agency to collect within the next ten days despite assurances that my account was frozen. I did, in the meantime pay my Match bill as it was actually correct for the first time since the October system change. I will be moving suppliers as soon as this entire mess is finally sorted. Please check your readings and do not let big companies extort your hard earned cash!”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,242 reviews