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

“Never once in my life felt the need to do one of these. As context there are 2 people living in my house and we use no gas at all and very little electricity (same room same tv short time periods). We were paying £130 a month for dual fuel tariff and after reviewing other deals seemed very expensive for what we were using. Turned out British Gas constantly messed around with my payment and stopped it for some months and hiked it up twice as high others, then upon leaving switched me to an ‘emergency plan’ which I assume was to just milk any extra money from me costing me £200 in one month. Received an email stating that a debt collection agency will come to collect if I do not pay, cannot speak to anyone other than outsourced individuals with no power to do anything other than get you off the phone. Total joke, don’t join them.”

Helpful Report

Posted 5 years ago

“We were charged a call out fee for a leak as British Gas claimed we were not covered, despite having Homeware 4 package. British Gas had downgraded our cover without informing us. Repair completed by cowboy sub-contractor which still leaked and cost us to repair with another plumber. When engineer later called for annual boiler service he showed us that we were listed on his system as having full cover, even though BG still denied it. 9 months later finally received refund but no apology Not possible to book annual services when due, and then cancelled at last moment. Friends have had contract for 5 years but only received 4 annual service calls. Think twice before joining!”

Helpful Report

Posted 5 years ago

“Line keeps dropping and everybody is indian, I tried to simply pay my bill and set up a direct debit for an hour and a half and I've still not been successful in doing so.”

Helpful Report

Posted 5 years ago

“Home care policy £109 a month what a farce. 2014 was sold a policy the only reason I agreed to it and took it out was because I was informed that any thing covered that isn’t repairable will be replaced like for like. I had cause to contact British Gas as my dishwasher has stopped working plus my brushes steel double plug sockets in my kitchen only one side is working on a few so thought might as well get an electrical engineer out to look at them. A rude engineer contacted me on the day asked about the problems. Told me he wouldn’t do dishwasher as it sounds like an appliance issue and would throw it back to British Gas to sort another engineer to come out. He then went onto to say he would not replace the sockets like for like (which I was told in the beginning it would be) but would be replaced with some old white plastic things they carry in the van if I want brushed steel I need to go and buy them and re book! I went back to work to be told later by my son that an engineer had been out after I left to look at the dishwasher! I contacted British Gas to be spoken to rudely abruptly and quite frankly obnoxiously by a Scottish accented team leader who told me continuously to read the policy document I challenged her and she first agreed she didn’t always read them herself but later when I used the same statement she accused me of attacking her personally as it now transpired if my dishwasher is repairable it will be but if not the exchange team will contact me to replace the dishwasher LIKE FOR LIKE but if it’s over three years old I have to foot 70% of the cost of the replacement which is not what I was sold when I agreed to accept the policy. I challenged her about what I get for £109 a month she couldn’t or wouldn’t respond just reverted back to type saying read the policy document and put the phone down after refusing point blank any form of refund or part refund for miso of policy. I was neither rude aggressive (well I did have to talk over her as she repeatedly spoke over me when I was talking) or attacked her personally all I did was challenge her on her responses to my questions. This is a policy not worth taking out, not worth the money as there are more disadvantages to it than advantages to having it and if you are told like me like for like its NOT your find not everything is covered so you will be paying twice once for the policy and again for any new appliance or plug face. Very disappointed and disgusted will be cancelling this policy once the dishwasher is done and will replace the plugs myself or get a friend who is a qualified electrician to do it certainly won’t cost me £7,848.00.”

Helpful Report

Posted 5 years ago

“Given an appointment time between 12.00am and 6.00pm, surely when the engineer gets their rota for the day they can give you a better estimated time of arrival. As things stands looks as though it’s a fully wasted afternoon, my time is just as precious as theirs! Companies have all this “wonderful” technology yet they don’t know how to communicate with their paying customers.”

Helpful Report

Posted 5 years ago

“"What Went Wrong"? EVERYTHING! I am trying to change a pre-payment Electricity meter for my 83 year old father (Who is on the vulnerable sheilding list, so has not been out of the house for over 4 months) He cannot get to a shop to top up the card, and as the system is outdated and expensive he agreed to the change. Customer service took all his bank payment details for the new Direct Debit Payments, and assured his it would take 48 hours to complete the switch, also to leave the meter by £2 in credit. 4 days later all his Electricity went out. There was no emergency call number, by pure chance we managed to get the electricity back up and running 6 hours later. They hadn't switched the meter at all. How was the issue resolved? Let's just say it's on going. If no one ever getting back to you, or telling you via their on line chats that the meter is with another energey supplier and not British Gas, is on-going!! Getting through to an actual person is impossible, then it's barking dogs and screaming kids in the back ground. I feel terrible for my father who has been so patient, I just know that they are going to take the direct debit from his account, and he will still be topping up the meter, and we are then faced with a whole new set of problems. I feel so angry that they are allowed to treat their most vulnerable and loyal customers this way and just get away with it.”

Helpful Report

Posted 5 years ago

“They messed up our payments, then tried to blame it on us even though we have proof it was them. When we told them about this, they said they’d fix it and never did. They are now denying any fault at all even though they were admitting fault at the start. I will be taking this further!”

Helpful Report

Posted 5 years ago

“Same as other people posted here before on British Gas customer service. They disconnect mid call for no reason. British Gas, you are losing customers due to poor customer service!”

Helpful Report

Posted 5 years ago

“Worst customer service I have ever experienced, they will hang up on you regularly if they have difficulty solving a problem, I have been waiting 2 weeks for credit to be refunded. Almost impossible to talk to any kind of manger or ever file a complaint. Avoid like the plague, these people are disgusting.”

Helpful Report

Posted 5 years ago

“British Gas Homecare. I was a good customer for many years having homecare three. I just looked on a comparison website on the off chance, being furloughed has given me time to really have a look on my outgoings to find I could get home care four cheaper than what I was paying for three as a new customer. My policy was up for renewal soon so I cancelled and took my custom else where. I will look more closely in future.”

Helpful Report

Posted 5 years ago

“Promised a discount to prevent me leaving Y,. Energy and held me captive by saying that they would call back. The discount was never applied, I spoke to 26 ppl,and they regularly left me hanging on the line and cut me off too. The worst customer service in the UK. Horrendously expensive. Nothing good to say about them. When I lodged a complaint they scratched it off saying they wanted it closed as they thought they had done enough. Many, many, many companies are much less expensive and head and shoulders over B. Gas to deal with. Even if you leave you will probably be quids in ....their charges are exorbitant, their staff couldn't care less, case handlers pretend to sort and then ditch, as they are likely to feel so miserable, dejected and sorry that they ever took a job from these useless Charlatans. Be warned they are failing rapidly as they do not employ staff to sort problems....they just avoid the problems by not answering the phone and not getting back to you. Tip=LEAVE”

Helpful Report

Posted 5 years ago

“Terrible service for home care agreement so cancelled, they want to charge me £50 cancellation fee even though reason for cancelling is the lack of service I’ve been paying for in last 3 months...so maybe I should charge them for refund due to lack of service”

Helpful Report

Posted 5 years ago

“Once you catch by this company by any chance... you are in big... big... trouble... I have had gone through all these bad time with them last few weeks... 1) You alway demanded to call them... be prepare to wait more than 20 or 30 minutes and having enough credit or minutes in your mobile if use) 2) Even sometimes you are in middle of conversation, if they knew you are loosing (switching) they will intentionlly hang up (morethan two times)... 2) call again... wait again... even the most disgussing thing with British gas was that sometimes there was female's sexy voice recorded in their waiting tone... Totally disgussing ! 3) Once they blocked you to switch to other company, sametime, they will block you to make online account to pay thier bills... because they put us more stress and time waste by call payment. 4) When they knew you are switching, they will switch you to multiple staff. Simply making you give up (more than 6 staffs... prepared to stay with them at least 2 hours) 5) Even you are totally agree to switch to other company... they will not agree with other company for helping to switch you 6) Lastly, there are exceptially expensive.... everyone knows that...”

Helpful Report

Posted 5 years ago

“Appaling company. Most expesive by far. Fitted my boiler incorrectly only found out when it failed its first service. Had to go to the ombudsman to get the work redone to bring it inline with british standards. Rotten from the bottom to the top. Would recommend using a local bussiness”

Helpful Report

Posted 5 years ago

“Amazingly incompetent. Repeatedly send threatening letters for debt collection for bills already paid - on time. Say this is due to computer error. Called four times and still not corrected. Made a complaint and recorded but never responded. Taking now to the regulator.”

Helpful Report

Posted 5 years ago

“YOUR HOMECARE SHOULD BE CALLED NOCARE AS THAT IS WHAT I RECEIVED I ENGINEER VERY RUDE AND SAID NOTHING WRONG WITH BOILER AND I WASTED HAD WASTED HIS TIME 4 DAYS LATER ANOTHER ENGINEER SAID THAT THE BOILER NEEDED A NEW PART AND WOULD BE FITTED IN 2 DAYS TIME NEVER WAS PHONED TO SEE WHAT WAS HAPPENING WAS TOLD AS IT WAS NOT A EMERGENCY KEEP USING THE BOILER EVEN THOUGH THE NEEDLE GAUGE WAS CONSTANTLY ON RED THAT WOULD BE ALRIGHT SO I CANCELLED HOMECARE”

Helpful Report

Posted 5 years ago

“Emergency rate on lockdown. Charged excessive rates and late fees. No sympathy. Accused of trying to commit fraud! Told I was being treated fairly and expected better treatment than other customers. Argued about lockdown impact and timing. Utterly outrageous and I will never use again.”

Helpful Report

Posted 5 years ago

“Do Not sign up for any services from British gas. This company is Not to be trusted n will con you.”

Helpful Report

Posted 5 years ago

“Do not careabout elderly vulnerable customers staff do not understand English”

Helpful Report

Posted 5 years ago

“British gas are the worst energy providers ever... If you can escape their greedy tariffs and idiotic call centres then go to "pure planet" for your energy needs.. So much better and almost 50% cheaper than threse parrasites..”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,209 reviews