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

“I have been in dispute with British Gas virtually non stop since they took over my Gas and Electric when my previous supplier went bust last year. I have tried to use Resolver to get British Gas to rectify things, but they have stopped responding to my Resolver Case. Most of the problems have been over grossly exaggerated Direct Debits. I have lived in the same house for over 20 years with very consistent usage! Most recent problems are that British Gas have deleted and replaced the bills that were generated since they took over my accounts. Previous to doing this, my Gas account was considerably in credit and on course to reach zero by the end of the account year. - Overnight, when the bills were replaced, my Gas account went into significant debt and I cannot access the deleted bills. British Gas now deny receiving a Credit of £147.68 from my previous supplier, despite that I have an email from British Gas stating that they had this credit! This would have shown on the deleted bills, which of course I cannot access. The deletion of this credit would also explain why my Gas account went from being considerably in credit, to considerable debt overnight! I have sent British Gas a copy of their own email confirming receipt of my credit from my previous supplier, and they haven't had the common courtesy or manners to acknowledge my email. - I am tearing my hair out with them, and to say that I am angry is an understatement. I would give British Gas zero stars if it were an option!”

Helpful Report

Posted 3 years ago

“Oh my word, where do I start? All was fine before my previous energy company went bust and we were automatically moved to British Gas meter readings were given all seemed ok, until I got the bill in Jan 2022 which showed I was using £421 per month of energy(£320 of this electricity alone), 26 chats, 3 calls and a meltdown when the call lady said "well it is winter" yes my love it is winter but for £320 per month I could grow enough Cannabis to afford the bill! Finally I spoke to a lovely lady who said this seemed excessive and that someone would come out to test my meter, the day arrived and engineer was doubtful it would be a meter issue and that maybe I should get electrician out, yes yes mate test the meter. What do you know meter faulty shiny smart meters installed bill adjusted to reflect outrageous issues start reading zero, I assumed this would be it. Day after engineer left house smart meter box lost connection, informed them via chat with the "have you turned it off and on" script. Also no bills just an exceptionally high electricity usage on the app( approx £320!!) finally a bill Jul 22 with an estimated reading from Mar-Apr and a £795 debit brought over. Full melt down 2 in progress cant get through on chat and attempted 7 calls where I was 143 in the line. Finally got through to an agent who has reversed my bill and said someone will be in touch...... I almost give up, I have no idea what I should/could be paying and with rising prices based on my alleged current use will be about 6K a year 5k on electricty. No we do not live in a Mansion nor do we grow Cannabis, no hot tub and recently had a full electrical check.”

Helpful Report

Posted 3 years ago

“In mid-2021 I signed up for a boiler repair & HomeCare package. The British Gas engineer deemed the boiler to be in working order, but it wasn't, so I had it replaced via a different company. I called up to cancel my HomeCare subscription immediately and was assured it was cancelled. Fast forward over a year and I find out I have been charged all this time for HomeCare and was only given a 3-month credit. THIEVES”

Helpful Report

Posted 3 years ago

“Totally impossible to speak to anyone person to person forced to us “chat”. Passed from person to person, spend nearly an hour on “chat” trying to find out the most perfunctory question”

Helpful Report

Posted 3 years ago

“Impossible to get in touch with the company. I send accurate meter readings, I receive a reply saying that for whatever reason I can't be billed for that reading. I keep receiving emails asking me for a reply from a NO REPLY address so even if I wanted to send the meters photos I can't, and it is IMPOSSIBLE to speak to a human being via chat, email, or phone! One only gets reply from a bot that gets you nowhere.”

Helpful Report

Posted 3 years ago

“Awful. The single worst company I have ever had to deal with. An absolute disgrace. If possible, avoid these shysters at all costs.”

Helpful Report

Posted 3 years ago

“Have to say this is the worst app I have used. Down all the time. No up to date usage. British gas get your act together”

Helpful Report

Posted 3 years ago

“The app doesn't work it is very slow and when I get in it is always at 0000 so never know what the balance is my gas meter is not working there is no power to it the smart meter isn't that smart if you can't tell if the meter is not working I would like it taken out and your customer services are appalling no help at all spent hours on the phone to be told try again tomorrow think it is time to charge suppliers as been as you are to busy to help prices going up and you do nothing to help when there is a problem iv complain about the app on many occasions and its still the same the not so smart meter will be out side on the door step better come and get it before it rains”

Helpful Report

Posted 3 years ago

“App and website still not working to check how much you have on your meters over a year later. Clearly not bothered to fix them. When I got pleurisy due to them cutting out my gas because my Smart Meter screen and app were showing that I had £15 on my gas when in fact I had nothing (So their fault) they said that someone will come the next day or two to turn my gas back on (I couldn't do it myself due to disabling health problems... With pleurisy on top of that). I had to scream cry over the phone to get them to turn my gas on the same day (It's been hours of pain in the middle of winter without heating. And I was on their priority services register due to disability. They don't care). Now they were supposed to, a week ago, refund me £100 for what I had on my gas and electricity before moving house, and they were supposed to change my meters to my new place, plus delete my old address account. They didn't delete my old address account until I called them to ask why they haven't done that. They didn't refund me. And they put my neighbour's meters as my meters. And on top of that they told me that they'll call me back the same day, but three days later and they still haven't called me back. Huh... Seems to be a clear sign... Ableist much? No care towards disabled people. And clearly no care towards elderly people from the reviews that I read either (I don't have experience on the elderly side, I believe them though).”

Helpful Report

Posted 3 years ago

“Their telephone line sucks! The staff answering the phone is extremely unprofessional. Do not use their service!!!”

Helpful Report

Posted 3 years ago

“i wish i could put less than a one star...I advised them of my financial difficulty with the energy increase. I was advised don't worry change to pay as you go and you can pay your outstanding bill weekly as you top up. So far this has been the worst nightmare possible. My gas is ok but the electricity they has cocked up and not changed it over. I have been calling them daily speaking to seven different people and no one has fixed it yet. And even though they know it's there fault they have today sent a letter saying a debt collection company is going to call at my home and they will charge me £39 for this. I have lodged complaint after complaint. How can i resolve and pay through my meter if they can't do the easiest thing - switch my account across. I even have the top up card for the electricity they sent me. British gas get your act together before i go to a solicitor for harassing text and emails.”

Helpful Report

Posted 3 years ago

“there is only one word to use to describe them bloody uselessafter two new gas meters two new electricity meters still dont have a smart meter that works in the house but they say that they can get readings i now intend to send the meter to the chairman and maybe he can sort it out the company is a joke a laughing stock just like a lot of issues in this country nobody gives a dam”

Helpful Report

Posted 3 years ago

“Totally useless you can’t even talk to anyone when you have a problem ie moving house etc they say they will call back but don’t”

Helpful Report

Posted 3 years ago

“Very bad service very not helpful and wasn’t interested in sorting my query for me and my 2 kids dissatisfied and our circumstances”

Helpful Report

Posted 3 years ago

“Incompetence and inefficiency at it's most profound. Found out after several months we were on estimated bills. Requested technician, several weeks later and having to wait in all day and turf out everything in order for the meter/comms hub to be seen for him to look at a light and say he can't do anything. Its a known fault, why didn't someone say on the phone to check; it would have taken 2 seconds, rather than waste my time, the technicians etc. To exercurbate it further, to try and complain is painful in the extreme. The complaints email and even the CEO's are apparently full and returned, unread! I finally get a reply and it was totally unacceptable. This is a disgrace, totally incompetent, inefficient and this needs to be addressed. I'll now have to wait another several weeks to get this resolved - totally unacceptable!!! Charlie W”

Helpful Report

Posted 3 years ago

“1) I have wasted hours waiting to speak about the astronomical bill. 2) I have received 2 emails on the same day. One charging for debt payment if I don’t pay and the other saying they will take my payments thru direct debit that I had set up. 3) one person with incomprehensible dialect spoke and took all details for verifying the customer details and then said he’d check and if I could hold for 2 minutes. It’s been 45 minutes of listening to cacophonous music and repetitive messages of how good BG etc. The guy just disappeared and my questions remain unanswered. It’s the worst possible experience from any service company on the planet!! And then they have the audacity to say abusive behaviour will lead to call disconnection . Obviously there are millions of customers who have either abused them already or are seething with rage wanting to abuse them but restraining themselves and being civilised suffering in utter agony. The absolute pitts!! They should be awarded the Worst company in the world recognition.”

Helpful Report

Posted 3 years ago

“Absolutely terrible service from the stone ages!!!! Their smart meter doesn't work but they won't replace it and openly admit there are no engineers in the area for months to come and have a look at it. As a result they are guessing our energy bill. Because we technically have a smart meter we aren't allowed to submit our own readings for better accuracy unless I sit on hold for 45 minutes during my working day because they don't take calls outside of Mon-Fri 9-5! I can not believe that during this period of increasing energy costs that a supplier is not taking ANY ACTION to help support customers. LITERALLY all it would require is the option to submit a meter reading online if your smart meter is not submitting readings. Even raising a complaint is difficult as you equally have to wait on hold or write a letter - no email address offered as a simple solution to raise concerns or get a quick response!!”

Helpful Report

Posted 3 years ago

“I have informed them twice of change of tenant on live chat since July 5th. Frustrating that you cannot speak to anyone to give them this Information. Have been waiting for my final bill after given them the meter readings twice! Then got a letter with a £13 charge for late payment that they reassured me had been cancelled and my account closed.! I got home today to a letter threatening me with a debt collector! Fuming is not the word!! 2 hours on live chat again sorting it out. Third time lucky and approx 5 hours of my time wasted sorting it out! Totally useless customer service in my opinion why can’t you just speak someone! Absolutely JOKE!!!!”

Helpful Report

Posted 3 years ago

“Totally useless customer services. On the phone again for an hour trying to get the meeter reconnected. Still no progress said the engineers will call to arrange an appointment. They said this 4 weeks ago. Still no electricity at the house.”

Helpful Report

Posted 3 years ago

“What went wrong, I’m with the wrong rubbish and contactless company In the world ,they are not just slow they have stopped There bills seem to be very fast ,no problems there .in the event I can Contact them I shall be cancelling my account”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,208 reviews