British Gas Reviews

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

1.2 Rating 3,208 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,208 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 21st December 2025

105

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“This has to be the worst company and customer service I have ever experienced, as many have stated staff are inept, they never call back, when the affirm they will, issues are never resolved appropriately and correctly the stress caused trying to get through to them, bills are not readily available when logging into my account, this lists goes on and on, I’ve tried to log numerous complaints,they really just dont care, avoid avoid avoid Ombudsman is now my next step”

Helpful Report

Posted 3 years ago

“I moved house and asked to be moved to BG for my electrical supply as well as they were already supplying the property. I asked for key meters and was told this would be OK. Chats, phone calls and letters later, they kept changing the details of my account and sending letters with conflicting information. Last straw, they have now changed my supply address so it looks like I will be paying a bill for a local solicitors office. Its the system, it's not fit for purpose. Different people dealing with different aspects of the supply and you have to speak to somebody else all the time. All very pleasant on the phone but if electricity advisers can't talk about gas what chance does anybody have of getting things sorted out.”

Helpful Report

Posted 3 years ago

“British Gas contacted EDF to say I was changing to them ( I was not). The automated chat also informed me that EDF were going out of business! Unbelievable. Been on the phonefor an 11/2hrs trying to sort the mess out. EDF answer just about straight away. British Gas no reponse, gave up and went on remote chat. Hopeless”

Helpful Report

Posted 3 years ago

“Moved into a new property in April, had no choice but to register with British gas. Asked to have a top up meter installed, they asked for meter readings first which I supplied them with. I was then told that they don't match their database so I should expect a call back. Never had a call back so I called up, explained what had happened and went through this whole process dozens of times over the course of 4 months. Now they are trying to charge me over £500 and the meter readings are still wrong!! Called up today, finally getting a top up meter but not until the end of September because that is the earliest they can get an engineer out to fix both gas and electric meters! Once the bill is paid off, I will be going to a different supplier!”

Helpful Report

Posted 3 years ago

“Ridiculous, pathetic, inept customer service. Have been attempting to swap to British Gas Lite for months now to achieve a fixed lower rate. British gas keep objecting to the swap to British Gas!!! Even though my account is well in credit. Takes forever to get through even via webchat none of the links in the emails work. Still unsure if it's going ahead but I just haven't got the time to keep trying to contact them. Would cancel the whole thing and leave if possible.”

Helpful Report

Posted 3 years ago

“Was told I was due a refund, in the 13 of July, still waiting, we are processing your cheque.. Will take up yo tens days ...emailed the ceo..which I recommend, he's a sweet guy , but bound by disingenuous rules...really taking the micky out of me”

Helpful Report

Posted 3 years ago

“The worst company that I have ever dealt with. Staff and management are totally inept at dealing with the issue I have had to phone up for 8 times now! Gas meter was faulty, the electric meter was faulty, then engineer didn’t show up after waiting 5 hours. Three times British Gas promised a call back, all three times the call never materialised. After billing my account up to date and switching suppliers they “refunded” me the outstanding credit on my account. Or at least this is what they said. 5 days later no money, after phoning for an 9th time they confirmed the refund had been processed but that it would take up to 10 days. After 10 days still no money, I then receive a bill for £1900, even though my final bill was sorted and the refund of credit on to my account processed, and on the 10th phone call the operator informed me that they had never sent me a refund and that I was now in debt over £500. An absolute shambles of a company that is charging the earth and racking in huge profits. Avoid at all costs! I promise it’s not worth it to be, in any way, involved with British Gas. P.S I just received another bill for £37… Ombudsman is the next point of call.”

Helpful Report

Posted 3 years ago

“Asked BG to send an engineer to check if so-called meter tails, the cables joining a smart meter and a fuse box, are safe to use because they are old and we are not renovating the property. Took more than hour and several advisors just to send a query. The result? A rude and unprofessional engineer arrived to the site to exchange my elec and gas (!!!!) meters because they are faulty (????). Not even looking at the cables, the engineer simply lied to both me and his manager that they are safe. BG offered me to book a commercial, charged for appointment, because they can't confirm that the meter tails that they said are safe are safe indeed. Yes, it all sounds ridiculous, and so does BG. The worst thing is that I can't find a decent company to do the job, because the cables between a meter and a fuse box are considered to be an energy supplier property and the works aren't contestable.”

Helpful Report

Posted 3 years ago

“No consideration for customers or Help customers with special Health Conditions Replacing a Meter . Disgusting Service after years of using this company .”

Helpful Report

Posted 3 years ago

“Absolutely rip of never go direct debit with these they Rob you .. every time I phone all they do is end the call on me told me I was in credit 2 weeks ago this week I'm in debt over 2000 when I call to solve problem they end phone”

Helpful Report

Posted 3 years ago

“Absolute rubbish company , please please do not use they are complete liars and still waiting for a refund after having left them . Made so many phone calls ,nobody knows what there doing , I can’t believe how stressed they have made me . They are disgusting”

Helpful Report

Posted 3 years ago

“Terrible experience getting a refund of a credit balance on my late father's accounts. Had to deal with a call centre that promised cheque refunds that never arrived of several months, told at one point that the account didn't exist or was closed. Whatever you do, if you have a bereavement, don't tell BG using their bereavement service - just use the usual moving house process instead.”

Helpful Report

Posted 3 years ago

“Changed our tariff on documents and deleting old statements when we notified we were leaving resulting in a huge bill being deducted despite conflicting bills within 10 days of each other. Staff members accusing each other of lying, taking money from accounts even though they said they wouldn’t, advising us to take indemnity and then rejecting it from the bank. Complaints handler shouting and slamming the phone down on me and then closing the complaint with no notification or agreement. Disgusting customer service.”

Helpful Report

Posted 3 years ago

“I used to get my statements every month just to be told its changed to every six months they say their's nothing they can do How can they just change things without advising customer Also people have to budget as the energy prices are so high”

Helpful Report

Posted 3 years ago

“Will false you to switch to their "Smart meter" under false pretenses. Basically saying the old key meters are a fire risk and if you dont change them now they will take legal action. The real reason they want you to change is so they can make it ALOT easier to rob you with the new energy prices (all done automatically with the smart meter) The best part of it is the so called smart meter they installed, the smart screen you get with it and the internet app NEVER seem to work, top up or in sync with each other AT ALL. Not to mention the phone calls you will get at 12am to say your top up will be credited within 24hrs (never does) Oh and when you call them about it they will threaten you with a £25 call out charge if they find nothing wrong basically putting you in the mercy of a strangers competence. Avoid if at all possible.”

Helpful Report

Posted 3 years ago

“Awful ain’t the word currently running some kind of back hand bad business deal with torus homes I moved in to my home and stayed with the current supplier on the 4th July 2022 credited my account to then have my supply changed to British Gas who are refusing to change it back even tho it was in my name and refusing to tell me where my credit has gone I was informed by torus that British Gas had refused the account when the property was empty but they was quick to take it after I had credited the account and put it in my name now they tell me I have to register with them and pay again for what has already been paid prior to them taking the account off me without my concent as the tenant”

Helpful Report

Posted 3 years ago

“First of all please don’t even bother with theIr app it is absolutely useless the whole company is incompetent. I was transferred to British Gas when my supplier went bust God help anybody who has to go over to them be Aware that british gas will take out your agreed direct debt wait for it plus any other amount of money they want to I live in a one bedroom bungalow I have a smart meter they say that they are not getting any readings from it they sent an engineer out to sort it out they still said they are not receiving any readings intel them to give my readings sent emails gave readings to a person in customer service all to no avail every month they take out my direct debit which covers my bill and as I said two more amounts from my account without informing me 🥴🥴 finally got through to customer complaints they said it was a mix up on their side and that they will sort it 🤗 what do you think been In touch with them again still taking arranged direct debit plus two other amounts and saying I am in debit I have already had one stroke a few years ago I am so stressed it won’t be long before my next one 😤😤😤”

Helpful Report

Posted 3 years ago

“DONT USE BRITISH GAS!!!! They are a complete con. I was with British Gas for over 5 years paying a DD every month of what British Gas estimated, over £100 a month what is about right! British Gas then took £1470 out of my account claiming they had been estimating it wrong. I am a single mum on benefits... did they care... of course not ! There are plenty other provider out there.”

Helpful Report

Posted 3 years ago

“Currently in a huge dispute with British Gas. They have cancelled and replaced my bills multitudes of times (seven times just in June?). Each time they replace the bill they prevent you from seeing the previous one so you can't see what changes have been made. I, however, have downloaded each bill and pulled up one from 4th July which showed from 4th Oct-4th July I was in debt by £437.62. I cancelled my DD after a phone call with a rep who said I had to increase my DD payment threefold and I had no choice!!? I am now making one of payments each month of what I can afford. After I took this action my bill was cancelled and replaced to show a new bill for exactly the SAME period now saying I owed £870.85!!?? I have looked closely at both bills and can see how this was achieved. They changed the first meter reading for both gas and electric on 4th October making it much lower (how can that change - they took the reading?) so that meant that my usage over the same period was so much more!! I have written a letter of complaint to BG and am waiting to question someone over this. I am very suspicious of what the hell is going on here!”

Helpful Report

Posted 3 years ago

“British Gas App is next to useless. Ever since I switched to British Gas three years ago and I have a dual fuel account the App says it’s not receiving data from my gas account but the electricity account is receiving data. The App is not showing meter readings., However, I’m being billed half yearly for gas and electricity consumed. I have to calculate my usage by taking my own readings and using my last bill as a reference. The App needs fixing.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,208 reviews