British Gas Reviews

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

1.2 Rating 3,209 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,209 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

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

“Looks like our complaint is going to be similar to the various complaints below. We spent 10+ hours total now on the phone to British Gas with the phone constantly getting cut off by each individual the minute that complaint and Ofgem are mentioned - this happening with Kim, then Cleo in billings and then a different Kim. When we initially moved into our property they tried to say our bill was £1500 for 2 days of electricity - it took us months to get this reversed. Our smart meter has been broken since we moved in, but amazingly they have been able to take readings from it - no reading has ever been asked for manually. We switched to Octopus Energy (highly recommend) and our readings are taken manually every month, and lo and behold our monthly DD is only £35 compared to BG who were trying to say it was £130+ from their smart meter readings. Sent us to a debt collection company (who is just them) and have been harassing us every single day with emails and phone calls - incredible how they can managed this contact but when we needed to speak to them it takes literally hours on the phone to be passed in circles by incompetent staff. We will absolutely not be paying the money they are claiming we owe and will be going to Ofgem in order to have this sorted. Our customer reference number is: 851014685415. p.s in the time my partner has been waiting for your staff to raise a complaint on your end (36 minutes so far), I've managed to write and post this - urgency is definitely not of the essence unless of course they are harassing you for money.”

Helpful Report

Posted 5 years ago

“Even after closing my account and paying all the bills left including the final bill, they still chase me with other bills. Worst company and costumer service that one would ever account.”

Helpful Report

Posted 5 years ago

“pathetic customer service. No engineer appeared for booking. Unable to discuss with customer service. Shocking service all round.”

Helpful Report

Posted 5 years ago

“Completely agree with the negative reviews about people's experiences. Moved to BG in August, which I'm already regretting: (i) BG gave the incorrect final meter readings to my old supplier, so my final bill is much higher than it should be. Not clear how they can mix up 5 numbers in that way, and (2) my account is still not linked to the correct address despite telephoning customer service on the day i transferred. I think the message is very clear AVOID any hassles and whatever you do, DON'T CHOOSE British Gas!!!”

Helpful Report

Posted 5 years ago

“I moved into a property, I was told I was with british gas (prepared meters) . I have never worked with these before, so I requested for them to be changed to credit meters. After 10 failed calls and being cut off. I was told this wasn't an option. I had to wait 28 days from being in the property, then I was only able to change to credit meters after a smart meter was installed. So after 28 days, I booked in to get a smart meter installed, taking a day off work for this. The engineer comes, after 2 seconds he tells me a smart meter can't be installed in my propeety because of where my meters are, and that it is on the system for this house that a smart meter can't be installed. Totally wasted my time. I since left British gas after a month, now I receive an energy bill from them, even though I used prepared meters, for a month. Absolutely useless company. Don't even bother trying to ring customer services, you're on hold for hours and you get cut off and no one bothers to call you back. Not to mention you get letters EVERY SINGLE DAY sent to you. Worst experience of my life when dealing with an energy provider.”

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Posted 5 years ago

“Tried for an hour this morning to get through on the telephone then the chat line to ask a simple question. They put me on hold then cut me off! No one to actually talk to! Dreadful customer service. They then had the cheek to phone me and ask how the phone call went. I told them.”

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Posted 5 years ago

“Worst ever!!! bad before covid worse if thats possible now! customer service atrocious cant speak to any one that knows what they are doing AVOID at all costs”

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Posted 5 years ago

“If there is a 0 ,I will give them a 0. Do not chose British gas. Poor customer service.”

Helpful Report

Posted 5 years ago

“Complete and utter sh1@ been paying send debt agent out. Not only do i have proof of payment but the debt agent didn't know where what to say will be leaving this farce of a low life company and you can shovel it .”

Helpful Report

Posted 5 years ago

“Been trying to call British gas for 2 days. First time 1 and a half hours waiting for them to answer. To be cut off and an hour waiting next day. They took money out of an old account. Not used anymore. And the bank charged me an unauthorised overdraft fee . I'm not computer literate. I don't own a computer and there's no option on the useless app. They have so I have to speak to someone . Worst company ive ever come across”

Helpful Report

Posted 5 years ago

“Do not go with British Gas the worst company we have ever known”

Helpful Report

Posted 5 years ago

“I have tried many times to get in touch with british gas to change from payg to direct debit. i have called them three different times on 'priority numbers' the chat service has given me. First time I was on hold for an hour before they hung up, second time it was two hours before they hung up. I am currently an hour and a half into the third call...still nothing. Tried to resolve this with the chat function. They just kept telling me to try again. I asked for someone to call me back.He said that wasnt possible. I asked to escalate this to a manager. He told me due to covid-19 there are no managers. He gave me another priority number to call (which I am on hold to know). When I asked how this number was different to the others he ended the chat. If they are going to hang up on me again I'm going to just switch suppliers.”

Helpful Report

Posted 5 years ago

“Awful. Spent hours on the phone only to be told by advisor to do it online. Online service doesn't work, told me to call them instead.”

Helpful Report

Posted 5 years ago

“They cancelled 2 appointments in a row at last minute. Total disregard for customers”

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Posted 5 years ago

“Today between 8am - 1pm british gas engineer should do annual service of my boiler. the service was booked couple months ago. they called at 6 pm to change the date om my service on 27 of october. well done british gas. well done!!!!”

Helpful Report

Posted 5 years ago

“Can’t book leek repair tried app web site and called customer services still no repair booked”

Helpful Report

Posted 5 years ago

“Do not touch with a barge pole They will rip you off at will by increasing DD without any authorisation. Will be moving soonest”

Helpful Report

Posted 5 years ago

“I have kitchen appliance cover for my kitchen appliances, my dishwasher broke down yesterday ( 31st August ) so called them yesterday and the 1st available appointment they could offer was the 19th October, 7 weeks away, was advised to call again today to see if they could get a earlier appointment,but told that was the 1st available appointment again. Went and purchased a new dishwasher today another prepared to wait that long, really what's the point of having a contract if the cant get anyone to fix it.”

Helpful Report

Posted 5 years ago

“If you are thinking about switching to BG I would think twice about it. Have been with them for 40+ years mainly prepayment meters. During Covid have kept my gas topped up in case I can't get out for awhile. I had a problem with the meter and after a day or so managed to get a engineer out it said on the screen battery fail I've had this problem before and the usually they put in a new battery. This time he said they are not allowed to do that now but have to put in a new meter as I had £80 still in the meter I asked could he transfer it but was told he would make a note about it and phone tomorrow. There was also £30 on the card so a total of £110.when I phoned was told that I had to pay £190 for the meter something I didn't want or ask for still trying to sort out my refund I asked to speak to a supervisor and was told they would ring me back I still haven't managed to get a card for it no one has phoned back and tired to phone them was told it would take 45min was on the phone waiting for 1 hour and 39 min got through and the line went dead got to do it all again tomorrow to sort this problem No customer care and have taken my money put in for warmth this winter And I'm angry”

Helpful Report

Posted 5 years ago

“British Gas Home Service does not do what they imply in their adverse. Ten days for an engineer to sort out why our central heating does not work. The best that they can do is offer an electric heater, well we need one in the bathroom (not a good idea) two for each bedroom, two for the front and rear reception rooms and one for the kitchen. Can't see that happening. Left a poor review yesterday, which has been verified but not as far as I can see published. We are a vulnerable couple, but safeguarding is not high on British Gas' priority. We have borrowed a heater, rather than have an electric blow heater which costs a fortune to run. £272 per annum, goes up every year, have not made a claim in nine years, have to pay a £60 excess but still ten days waiting. They don't deserve the one star. The largest big supplier they have the largest poor performance to match”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,209 reviews