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

“Wa with them for 10 years however ! Expensive at end of fixed term so switched . New supplier (octopus great ) British Gas unable to give me any explanation of endless final bills they sent. All incorrect an I was advised to ignore them ! As others mentioned switch from them and or avoid, useless.”

Helpful Report

Posted 3 years ago

“Complete incompetence…. Just a group of different depts that don’t communicate with each other. Unable to solve any issues. Avoid avoid avoid”

Helpful Report

Posted 3 years ago

“I had a direct debit of £33-85. Without warning of notification British gas took £200-73 out of my bank. I phoned and queried and £224-38 was returned to my bank. I was told this wouldn't happen again. Well it did. The following month another£200-73 was removed from my bank. I do have a smart meter, and am a priority customer. I also survive on a pension of £582-00 a month. To take out 6 times the agreed monthly amount on 2 separate occasions without notification or warning is tantamount to theft. This has left me in debt and unable to pay my rent this month. British gas thank you and by the end of this month it will be goodbye.”

Helpful Report

Posted 3 years ago

“The following is an email I have sent today to british gas complaints dept. Imagine my frustration after taking the time to write this, on my first day off in I don't know how long, only to receive an email in return stating that this email address is unmonitored! I then proceeded to call them, expecting the usual waiting time of at least half an hour, was surprised when the phone was answered in 10 mins. proceeded to explain the situation to the operator and ask why i was being sent a warrant letter, when the amount quoted was in dispute and being investigated? She then told me she would have to speak to her manager and a minute later I was cut off. I then received a call from different Brutish Gas (yes the pun is intended) number but the call ended after only 2 rings before i could answer it. I rung back only to have an automated voice tell me that i could manage my British Gas account online!! read the email i sent below and make up your own minds....they are nothing but bandits!! now back on the phone to the number i first called, not really expecting anything to be resolved today, in which case, court it is.... I am writing to formally complain about the above British Gas account (account number - (*******) and how it has been (mis) managed by British Gas. I was a previous customer of Ebico and when they ceased trading, my account was transferred to British Gas. I had no problem with this, until I received my first bill, requesting £168.65 on top of my electricity usage, with no explanation of what the £168.65 was for. I tried (more than once) to call British Gas to query this, however, did not have time to be kept on hold for up to 45 minutes, whilst trying to get ready for work. British Gas then escalated this account to Arvato, who kept calling me on my mobile whilst at work (therefore unable to answer) and sending me text messages (whilst at work). These texts contained a link to click on, and as I am aware (as are many others) to not click on a link sent in a text, as it is usually scammers, these were ignored, as when i googled the number, it seemed to confirm that they were indeed scammers. However, this has now escalated into Arvato twice trying to enter my home illegally, once on the 20/07/21, trying to open my door by turning my door handle and again on the 27/07/21 by putting a hand through my letter box to reach my keys which were hanging in the door lock adjacent to the letter box. (Note the "field agent" was not putting a letter through my letter box, as his hand went toward my keys, withdrew and a few minutes later, presumably the time it took to fill in his handwritten form/letter, then put letter through my letterbox). I would like to know exactly what these "field agents" planned to do had they gained access to my home, considering there had been no warning that they were coming and considering the fact that upon there second visit, i had just come out of the shower and was wrapped in nothing but a towel? Were they planning on taking my belongings had I not been at home? Also, considering from my point of view at the time, had my door not been locked, from my point of view at the time, I would have had a strange/unknown male in my property whilst wrapped in nothing but a towel, putting me in a very vulnerable position. Further, upon then calling British Gas, again whilst trying to get ready for work and kept on hold for a considerable amount of time (at one point being 23rd in the queue), and after having to book a taxi to work, so I could possibly sort this out, I am answered by one of your operators, who to say she was incompetent and condescending is an understatement. Upon my informing her that i want to query the above mentioned £165.68, she then immediately proceeded to ask me if I want to set up a direct debit. I understand that your operators have a script to adhere to and targets to reach, however, surely the basic training of good customer relations is actually listening to what the customer is saying, something she seemed completely unable or unwilling to do, as she then proceeded to talk so fast that I actually had to ask her to slow down, as i couldn't understand a work she was saying and literally could not get a word in, until I myself became louder in an effort to be heard, to which her attitude became very condescending. Overall , I found her very rude, obviously couldn't get off the phone quick enough and just generally gave the impression she didn't want to help, although she did grudgingly say she would she would escalate this to "an investigation", after I stated to her that I do not owe money from my previous supplier, as when British Gas took over the account, I was £6 in credit with Ebico. ( I have an email from them stating this). Can you please confirm that this account is actually being investigated and forward me the case number for this please? I would also like a complete breakdown of what this £168 is for, as all your operator could tell me was that it was it was carried over from my previous supplier and as stated above, that account was £6 in credit. Further, I also called Arvato on the same day, stating this amount is being disputed/under investigation, and wishing to complain about the actions of their field agents, and they are still calling me at work. WHY? I believe this now constitutes harassment. Arvato have also stated to me that they cannot contact me my preferred method (email), which I believe they are legally obliged to do. I would like an update regarding the complaint i made to Arvato on the 27/07/21 please. Which takes me to today, having received a letter from Scottish Gas, stating that that a warrant is about to be applied for to enter my home. Why am i being threatened with a warrant, when the account is being disputed? It is my understanding that this is not protocol, if an account/amount due is under dispute. However, if you wish to continue with this, I will quite happily attend court to explain all of the above and contest the warrant or instruct a solicitor to do so on my behalf if I am unable to take a day off work. ( I am sure that the judge would be interested in hearing how you and your "field agents" are harassing/threatening and trying to illegally enter the home of an NHS worker, who has reasonably tried to resolve this issue. Finally, I would like all communication with myself, regarding this matter to be via email, as I am often unable to answer the phone and often do not receive mail due to it frequently going missing, as I have previously stated to Arvato. Regards, Suzann Chalmers”

Helpful Report

Posted 3 years ago

“These comedians employ transhumans with zero common sense, ability to think outside the box or empathy. Never ever use these morons for your gas and electric supply. (A) The wait time is always much longer than what is stated at the outset. (B) The agents' comprehension of the English language is about as competent as that of a sterilised parrot. (C) They answer questions that you did not ask whilst obfuscating the answers to others. (D) They don't apologise for having made you wait. (E) Before answering your query they ask a plethora of questions, by which the time the customer is suffering from hypothermia. (F) Some of the agents mince their words. They need to visit a speech therapist. (G) The imbeciles give you conflicting information and have no shame about it. (H) They were all selected as employees from the abortion bucket - the cast offs of life.”

Helpful Report

Posted 3 years ago

“very good free boiler care and house pipes so very pleasant surprise”

Helpful Report

Posted 3 years ago

“Still no boiler a week after British Gas were due to install it. No communication on when it's going to be installed. I have wasted hundreds of pounds on train fare to travel to the flat to let an engineer in who never turns up. Not to mention thousands of pounds in lost wages as I'm a contractor and can't work if I'm stuck waiting around in an empty flat for a non-existent boiler to be installed. Absolute joke. Do not make the mistake I made - avoid British Gas at all costs.”

Helpful Report

Posted 3 years ago

“Just spent a hour trying to get through to try and sort out a direct debit "witch I have been paying for 27 years" aventuley spoke to a woman with no idea what she was doing, was put on hold for another 10 minutes then the phone went dead then I got a call to take a servay to see how they did.”

Helpful Report

Posted 3 years ago

“Dreadful customer service. I am Power of Attorney for my brother who has now gone into a care home. Twice I’ve been told he owes nothing and the first time the guy was wrong and I got a bill for £290.00. Since the house has been empty since March and having betold on live chat that there was nothing to pay now that the house has been sold and after me giving the final meter reading the day the house sale was completed, and the meter reading was the same as at the end of March, I’ve just received an email saying I/my brother owes £179.00!!!! I have a copy of the web chat telling me there was nothing to pay! This has caused more stress and will now mean I have to spend ages on live chat AGAIN to explain the situation. Appalling service from this company. Don’t use them! They give inaccurate information.”

Helpful Report

Posted 3 years ago

“Awful customer services. Recently widowed and trying to sort finances out. Terrible, terrible service. Will be leaving when current tariff ends.”

Helpful Report

Posted 3 years ago

“British gas customer service team is the worst i have personally experienced in my life. I was a new customer for BG and yet they dealt with me as if i was a 3rd class citizen.”

Helpful Report

Posted 3 years ago

“British Gas are awful. Not been able to top up for two weeks since had smart meters installed. Had to have 2 emergency engineers out just to to put top on. Had to throw freezer of food on one of the occasions. Huge company cannot even sort this problem. Spoke to British Gas help numerous agents and they can’t help and worst of all they say the case handler is gonna contact you shortly and don’t happen. Had it up to here. Who can help if British Gas help can’t ! Awful customer services. Rude call Centre staff amd when pressed for a answer they put the phone down. Crazy how it can’t be sorted and they expect me every time to go off supply to get an engineer for a top up. Mental health spiralling with this scenario:”

Helpful Report

Posted 3 years ago

“British gas ripped me off big style. I ended up paying for gas I hadn't used. They tried to make out I moved to my new property in August 2020. The tenancy began on 30th November 2020 and I moved in 7th December 2020. They are an absolute complete rip off. Not interested in the Customer. They are only interested in what they can get from ripping off their Customers. Terrible customer service experience.”

Helpful Report

Posted 3 years ago

“British gas are a complete rip off we moved in to are new house thay changed us £872 for 3 and half months supply . the house is a 3 bed semi”

Helpful Report

Posted 3 years ago

“Had a letter from BG this morning my gas bill has risen 3 times in the past 4 months hence we live in a 2 bed flat and do not cook by gas.I got through to someone from the home moving team he was pleasant and helpful and I was on the phone for 53 mins.He said it was to do with my tariff he maged get me £4.50 p of my monthly payment.I explained to him about the two years of hell and grief we've had with BG so he did a complaint for me.we even did a mutual exchange and BG had the nerve to bill us for our address even though we had signed contract of the date of the exchange when i called them about it they said it was owed from when we lived there what a load of liars we've got the letters they clearly state the dates and months they were billing us for and we were nit living there.We even had grief with out electric our meter is flashing a red light BG say they ran a check on our meter and there is nothing wrong with it we live In 2 bed felt not a 14 bedroom mansion.A petition needs to be set up and BG need Invstigsting by the government they shouldn't be allowed to do to people what they do.There are some nice helpful Caller handlers but the bad ones outweigh the good especially in the Billing department.Keep all emails and letters form BG.If you are considering switching to BG think about it carefully this company is a serious risk to your mental well being we even dread the post coming now and seeing.g a letter from them as you don't know what being thrown at u next.Think twice if you are considering switching to BG.Tha.nx to them swapping and changing our monthly payment like the weather we now have a debt with them so are stuck with them at the moment avoid them at all costs.The message at the top when.ylu write ur compaint say sorry to hear you had a bad experience with BG this company isn't sorry at all.”

Helpful Report

Posted 3 years ago

“Absolute scum of the Earth company. Every single time we spoke to someone through customer service, we got a different answer. Filed a complaint and they said "there's nothing we will do. It's your problem." DO NOT USE THEM. We use Octopus now and are VERY happy.”

Helpful Report

Posted 3 years ago

“If you would like Bill's sent to your address.. mine is number 32 with the first line of the letter demanding payment or debt collection team will be sent in to number 23 who's debt it is ,,seems easy to sort out mmmm no 6 phone calls had to hang up nobody answered one 40 mins ..just go through to bombay to chap who as usual couldn't hardly speak English, after 10 mins describing my problem and it's been sent to wrong address he replied come through to deceased dept ??? You couldn't make it up ..so guess what I will transfer you ,,after 15 mins of holding rang off ..pathetic service .and app showed meter readings last week now vanished ?? No wonder centrica shares in trouble absolutely useless can't wait for my first year to end to change”

Helpful Report

Posted 3 years ago

“You obviously couldn’t care less about your customer service. Do you even bother to read these reviews? If you end up going bust it will be your own fault - I just pity your employees who will pay the price. I need to make contact because of misinformation you hold about our homecare but it’s nigh on impossible - how could think elderly or people who aren’t computer savvy get on ?”

Helpful Report

Posted 3 years ago

“2nd time to phone up as topped up via the app, electric and gas wouldn’t come on. Phoned CServices a women answered chewing gum as she spoke!! She didn’t have a clue what she was on about now I have to wait 2 hours for an engenier!! Switching back to old supplier”

Helpful Report

Posted 3 years ago

“In one word, awful! AVoid at all costs. Ongoing since November 2020... Chat thread goes on for hours, passed from one person to another, full of excuses ; engineer missed the arranged appointment promised £30 compensation ( still waiting ) system won’t let them book another engineer , month later same excuse, don’t call you back, estimated bills never fixed when given actual readings. Can’t get into online account, temporarily‘unavailable’ I have raised complaint but will follow up in writing. Looking for new supplier, totally fed up. They can now sort it out I won’t be making contact again. DONT GO With BG”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,138 reviews