British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.21

1.2 Rating 3,138 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,138 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

“A disguising company that has taken me to the brink of suicide for £80 which is overdue by 10 days. Continual bombardment of telephone calls and text messages. Its relentless, despite explaining to British Gas how they are making me feel, British Gas decided to step up their nasty campaign with text messages. The directors of British Gas should be prosecuted and handed custodial prison sentences.”

Helpful Report

Posted 5 years ago

“Avoid avoid avoid Told us we were on a fixed monthly rate, can leave at any time. Tried to leave and all of a sudden we owe them money, lots of threats, corrupt organisation!”

Helpful Report

Posted 5 years ago

“I have boiler and home car service. It was a good service a few years ago. It is terrible now, an appointment can only be made 2 months in advance, they cancel and push you back a month. if you have an issue they find ways to say the work isn't covered and charge you double the price I got quoted from other plumbers. Keep away from them”

Helpful Report

Posted 5 years ago

“Trying to leave is impossible. Just don't sign up in the first place. 9 years I have been with them, there is a reason they are cutting so many jobs and loosing so many accounts. Avoid at all costs”

Helpful Report

Posted 5 years ago

“I’ve found British Gas not to be customer friendly, many staff are rude - one used profanity on the phone to me - and BG denied it but after much pushing they agreed and apologised. I’ve had issues with discrepancies in info given, bills are exceptionally high, and when wanting to discuss a query to my bill they were not willing to help and asked me to refer it to the ombudsman. Staff lack care and empathy. Calls are not returned etc. I won’t be a customer of theirs again!”

Helpful Report

Posted 5 years ago

“Really expensive and a rubbish customer service. I work shifts British gas sent an engineer to my home without an appointment and woke me up when I was working nights. Their customer service was so poor I charged to bulb.”

Helpful Report

Posted 5 years ago

“Not a clue what they are doing, blame everyone else they can. Do not contact you when there is an issue then massivly overcharge you”

Helpful Report

Posted 5 years ago

“Terrible gas & electrical supplier, my elderly parents have been with British Gas for 7 years and after looking at their bills a year ago (as I’d had enough of the premium prices they were paying) £700 over 3 months! I moved them to Pure planet for both gas & electric, there bill is now £1,135.00 a year compared to the staggering £2,300 with British Gas, they are the worst people to have your gas & electric with, be warned they rip people off my parents will never return to pay them a single penny again - I did try looking at their other tariffs they were all expensive!”

Helpful Report

Posted 5 years ago

“Hard to get hold of staff who are inept & inefficient. Totally unable to book a boiler service which was due 6 weeks ago but now they tell me is not due. Last time the "engineer"clipped a wire around a coil which left the boiler to constantly call for hot water. Was told it was dangerous but "engineer" wouldn't come back so had to book another one to correct bad workmanship & no compensation for no heating for 2 days. British Gas used to have such a good reputation but now am totally disillusioned with this "service" or rather lack of it.”

Helpful Report

Posted 5 years ago

“In the winter our boiler broke down and we were told British Gas could not have someone around because they were too busy for the next three days. Apparently this happens in the winter because of high demand but that is exactly when you need your boiler so what is the point of homecare service agreements? Now our plumbing has broken down, our kitchen has flooded but when I rang I was told that this was not an emergency and dyno rod would not be around for two days.When I enquired it comes across as a company with no real service standards defining emergency as being what they can cope with under the prevailing circumstances. Clearly advertising heavily putting on lots of customers but not staffing up to meet demand properly. Shame on you British Gas for this mediocrity.”

Helpful Report

Posted 5 years ago

“Terrible customer service and impossible to get through to anyone when help is needed. When we switched to another provider they didn’t update their database and we continued to get charged - again impossible to get through to anyone and took weeks to sort out. Sent our final bill and our account was closed, so unable to pay it. Unable to get through to anyone (notice any trends here) to pay it for ages. Finally got our account reactivated so we could pay our bill. Good riddance - avoid.”

Helpful Report

Posted 5 years ago

“Appalling company for Home Care and Customer Service. We moved from British Gas as energy suppliers some time ago but have stayed with them for home care - pay £80/month for water and pipe cover, repair cover for 2 kitchen appliances, plus central heating cover. In this time they have failed to mend appliances on almost every occasion they have been, or we couldn't arrange a visit. They could not mend the heating/hot water, so we were without for several weeks, despite 6 visits, even though there was an obvious leak above the boiler FROM THE PUMP, that I had pointed out to the engineers - they told me our roof was leaking. Eventually one engineer sorted it. We have a pipe leak they have never sorted - it has a tray underneath it to catch the water! Now during COVID, they take your money but will not visit or refund. I have finally had enough and cancelled. Just looking at other contracts, almost everyone else has a better review - go elsewhere until they up their game!”

Helpful Report

Posted 5 years ago

“I was with British Gas from 2000 for 18 years on both gas & electric. I bought a second house in 2009 to renovating and switched that to British Gas too. In 2011, huge bills started arriving for both properties. I realised that the second property's bill was just an estimate and once I gave correct meter readings to BG, I was hundreds of pounds in credit. I then asked BG to use this credit to clear the bill on the first house, which they did. A few months later another massive bill arrived for the first house and BG took the money automatically. I then realised this was an estimate too! What followed was a campaign of months to get my money back and it was only because of my tenacious nature that I succeeded. I should have left then, but didn't. I sold the first house and went on monthly direct debits for the second. For the next few years a pattern emerged where I would pay £176 a month for about 9 months, then have a meter reading, be told I was over £1000 in deficit, and the bill would go up to £380 a month. The usage was the same, year in year out, so why can't BG estimate a correct monthly debit? I left BG fifteen months ago and have been paying £150 a month to my new company...its late May and I'm £500 in credit - figure that out.”

Helpful Report

Posted 5 years ago

“Been a customer for over 30 years, I've always paid quarterly but have had 5 bills since the end of November. I live alone in a small house with the usual household appliances nothing high energy usage,and I only heat the living room not the whole house. I paid £323 at the end of February and then received another one for£519 at the end of April. I have never paid this amount even in the middle of winter, and I knew after this I was being mugged , lucky I don't do direct debit. I have had 4 phone conversations without any success,tried online nothing,and sent 3 letters no replies.To top it all looked online this morning and they have stuck me with another £54for13 days usage bringing my total bill for 5 months to£1116 for 5 months. Avoid this company like the plague.”

Helpful Report

Posted 5 years ago

“Over £2600 in 12months gas and electric. 2 bed small house. Don't see how as all lighting is L.E.D also have a log burner running constantly. Decide to switch and saved £900 a year to start off. Then they have the nerve to say they will pass our details on to a debt collection agency over £252 shortly after leaving them. How can you be £463 in credit before you leave then end up owing them...... Suprise suprise.... disgusting behaviour excuse after excuse when questioned. Would not recommend to anyone unless you want to overpay by ridiculous amounts”

Helpful Report

Posted 5 years ago

“Worst company I have ever come across. I have had nothing but issues since November 2018. Smart meter always messing up 2 people came round and cant fix so I go to update my readings and only let's me do it for gas and not electricity yet my usage is showing as seperate.. then when my bill came in they only counted the gas. No idea how much I owe them now but it's becoming a joke now. Then you go through customer service and it's like talking to a brick wall. Oh and also I booked in a boiler service and months ahead so on the actual day noone turned up they said they sent me a letter to cancel it. I could not believe it and it was 2 weeks before Christmas. They are an absolute joke.”

Helpful Report

Posted 5 years ago

“The app is absolutely terrible.I was able to read my gas meter reading fine, but when I tried to put my electric meter in It said ring this number. I spoke to a person online but he put 2 questions in at the same time so I only seen the second one which said ( let me check) the first one asked for my details but I did not see this until he ended chat.I was waiting for another chat to open up but it didn’t, but it did say leave a message on chat but I have recieved no reply and that was around a week ago. The app obviously does not work that’s why the phone number came up. I went onto British Gas on internet and logged in and I put both meter readings in without any problems.i have deleted the British Gas app as it rubbish and shall just go on the website in future.”

Helpful Report

Posted 5 years ago

“Very bad customers service. Their app does't work and my account was registered with another email which i do not recognise at all. Difficult to get in touch and to give my meter readings. I will wait my contract to finish and I will move away from them as soon as the contact expires. I was thinking that they are good company but obviously they are not. avoid.”

Helpful Report

Posted 5 years ago

“Have read some of these reviews, my experience was very similar , I ended up with 2 defaults on my credit file due to estimates , and brining miss informed by over seas call centre ! I logged a complaint and they wouldn’t removed from my credit report . I’ve since moved to igloo which have been great easy to use app and always got through to customer service easily .”

Helpful Report

Posted 5 years ago

“Leak from hot water tank March 29. 6 Attempts to get through by phone, holding on for 20-25 minutes each time until line dropped out. Tried the online emergency service and was given a date for December 25, 2021. The next day I received an email saying that the 1st email was sent in error but still no time for an 'emergency engineer'. In desperation I managed to get a plumber through a friend to come out, in spite of lock down, on the afternoon of the 30th. The water tank was drained and things left secure. All of this was done remotely as I am trapped outside the country. As I will likely be able to travel soon I called British Gas, under my homecare contract, to come out and repair/replace. I was informed that I had to pay the £99 excess call out charge. I said this was unreasonable since I had already paid £140 to get someone out because BG was uncontactable and I didn't want to damage my flat and the flat below with leaking water. The BG rep remained firm. I asked to be put through to the complaints section the person at the end told me a £30 reduction was all that she would do because: 1. I did not try hard enough to contact them (my phone log will demonstrate otherwise) and people were getting through on the day (not this person). 2. "It was my decision to call another plumber to save the building from water damage". I then asked to be transferred to contract cancellation. The rep duly declared the contract was cancelled and that I would receive an email notification to that effect. 3 days later no confirmation!! I tried to log into my account to see if there was a message but was locked out because "I had not been a British Gas customer for 6 months" !!!?? Interesting in that the contract was only cancelled 3 days ago? My next step was to use my online banking facility to cancel my direct debit to British Gas for Homecare which I have just done. My bank suggested I notify you of this - SO YOU ARE NOW NOTIFIED! I will not spend any more hours with communication systems and corporate processes that do not work.”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,138 reviews