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

“Vile corporate bullies!! British Gas decided after 9 months ( of my account closure) that I owed them £6k. The calls went back and forth, ( as the call centre abroad preferred not to put anything in writing) . Eventually I called in the ombudsman who deemed BG to have billed and over charged me incorrectly. I was made an offer to write off the debt, I was not told that it was the final offer, or that they do not offer compensation or apologies!!! So I declined the offer, which they immediately withdrew, out of spite! . The ombudsman was shocked at this response by BG Kirsty Wooten, but said it’s unusual but can be done. This customer relations advisor, has totally ignored the fact that I’m a single mother with a disabled child, I was besides myself for 3 months worrying about the implications of such a big bill, but BG showed no compassion. Eventually, they reduced the bill to £800+, but in actual fact, that is because they made a mistake and deposited £900+into my account. So I’m paying back their mistake. I have now just received an email from a debt agency, asking for the money. Whatever you do, take my advice, don’t trust British Gas. They’re a bunch of gangsters, go with octopus energy or any of the others. Further to BG reply . I asked ms Lindsey Howgate of the ombudsman service to contact BG to ask to reinstate the original offer. She asked me was it explained to me that it was their final offer ? And did I know BG could retract it . This was never explained . However, the ombudsman did not contact BG. Says it all really!! I think British Gas have treated me appallingly, they think by saying they offered a goodwill gesture that it was enough to get away with their utter disdain of their customers. Thanks to them and the ombudsman cartel, I have a massive debt hanging over my head. They should be ashamed of themselves! I hope Chris Oshea, Stephen Hester, Kevin o Byrne, Scott Weyway, Heidi mottam all read this, and put them selves in my shoes and thousands of others like me.”

Helpful Report

Posted 4 years ago

“Absolutely appalling EVERYTHING after five years of complaining trying to be released from their clutches I drew the final straw with debt they considered me owing and had an IVA put in place ... a legal agreement between myself and creditors because I really just need to get away from British Gas, they agreed terms which is legally binding BUT they continue to take debt from my pre payment meter, I have spent all week on the phone much of the week In tears they are actually breaking the law taking debt off me now that the IVA is in place! They have had two copies of the agreement emailed to them this week, they confirmed receipt of sent email and assure me I will be refunded, nothing absolutely nothing has changed yet, they continue to take debt, the customer service is absolutely appalling I’ve had to speak to people in any other country apart from the U.K. I’ve had to explain what an IVA is numerous times, I’ve been cut off a total of 7 times this week, seriously got me so down I’ve just sobbed I just want to get away from BG it’s the worst company by far I’ve ever had dealings with, the point of the IVA is so they will release me to another company and I just can’t get them to do their job! It’s unreal how bad they are they need striking off! How they are getting away with things they are doing is beyond me particularly now I see tha vast amount of unhappy customers and earnings against them. They have got readings wrong, they say they will do one thing and do nothing, people you talk to don’t even understand what your saying let alone the problem it’s the most frustrating company to deal with, I have rang every single day this week, been assured by everyone I’ve spoke to (and not been cut off by) that the issues will be sorted .... they haven’t it’s a total waste of time and they are actually now breaking the law I don’t know what to do anymore I’m loosing the will to live .... AVOID at every cost”

Helpful Report

Posted 4 years ago

“Avoid using this company”

Helpful Report

Posted 4 years ago

“Terrible company. Call centres in South Africa. No response when making a complaint. Chat live is a joke. Waiting indefinitely on the phone to them. Keep you hanging when u need to speak to them. I have never been involved with a company like this before. Ignored emails. Talk about banging ones head against a brick wall!!! A Wrecking ball ⚽ was more like it. Absolutely felt I was in limbo with 100% no choices. So frustrating and anxiety ridden. They obviously only care about money. Customer service is an absolute joke and embarrassment. Staff are so contrary between giving different answers out for the same questions and faults. Never know where you stand. I was on a Pre payment meter so couldn't leave until debt was cleared. They couldn't even decide if I was able to have my meter transferred back to credit. When Assistants dont know the answers to a query they often hang up which is diabolical, especially when one has been waiting for over 30 minutes to get through. I was finally able to speak to a customer assistant in South Africa who told me that my meter would indeed be transferred bad to a credit one. And it was the next day. Its unbelievable to actually be feeling grateful to actually have your requirements dealt with without any thing going wrong. And now Im with Octopus 🐙 Energy and I can say 100% have been amazing, caring, communicative, friendly and so knowledgeable and professional. And now of course British Gas are in touch wanting me to stay with them. Far to little to late. And yes they in touch regularly for me to pay my outstanding bill of £27. You couldn't make it up. Let them be on the waiting end now.”

Helpful Report

Posted 4 years ago

“Absolutely Shocking company. My vulnerable parents were (and continue to be) quarantined in another country without access to their bills or post (that I have continually asked to be emailed) to pay the very low gas bill. Due to gov restrictions I have not been able to get up there to check the mail from another part of the UK so the bill has been unpaid for a few months. This is also after BG had taken thousands of pounds out of their account over the years on an estimated bill without ever checking and refused to pay it back. They then broke into the house without anyone permission to fit a pre-paid meter and left the house in a state like a burglar had broken in. now they refuse to issue cards for the meter. great way to treat the elderly and vulnerable people in our country. Criminal”

Helpful Report

Posted 4 years ago

“Not happy giving them a one star Been waiting 3 months for an engineer to call after having a boiler fitted and the heating won’t turn down and keeps going up and up and up They just ring up every Friday and tell me they are not coming Monday as they have Vulnerable customers and they must deal with them first . But they have taken my money and they keep taking my money for the homecare but never attend . You cannot get through to anyone on phone. It’s a total joke and I’ve been with them for 20 years”

Helpful Report

Posted 4 years ago

“PLEASE PLEASE AVOID THIS COMPANY AT ALL COSTS! I started my barbershop beginning of November 2020 and had signed up with edf for both gas and electricity, after about a week I received a letter stating my electricity is now live with edf, but then got another letter stating the previous supplier had refused the transfer of gas! I then found out it was British Gas lite! I was informed they disputed the fact I was a new tenant in the shop (only for gas, the electricity they didn’t have a problem with) and even though I and my landlord had provided up to date meter readings, legal proof of my tenancy...I was still on a “deemed rate” with British Gas until March 2021! Unfortunately due to the stupid fact British Gas lite are an online provider...you HAVE to endure lengthy waits to speak to someone on the webchat (I have always had to wait at least half an hour to speak to someone) and every time I speak to an advisor I’m given a different answer as to why the transfer didn’t happen as requested, and sometimes I’m just told they don’t have that information! I spoke with edf and citizens advise and was told to make a formal complaint as the bills I received were astronomical!!!!! Estimated readings that were nearly 5 times higher than my actual usage! (In a period of 14 days they estimated I had used £267 worth of gas...being it was end of Feb 2021 to beginning March 2021....during the lockdown and the shop was closed). Once I made the complaint, I then started getting bombarded with calls from their debt collector agency (credit style) demanding I pay a huge sum. I explained to them I was in dispute and they asked I send them photos of my meter readings (which clearly show the extent of British Gas’ error) and evidence of my contracts with EDF. I’ve now escalated this with the ombudsman and have now been informed...British gas lite had NO RIGHT to refuse my energy supply transfer in the first place! I can’t emphasise enough just how angry this whole issue has made me! I’ve lost sleep, getting to the point I’m pulling my hair out!!!!!! I have a new business to run and especially in this time of covid and uncertainty I can do with out extra headaches especially ones created by someone else’s blatant mistake! With out doubt who ever runs British Gas lite needs to be removed as they obviously have no clue what they are doing and the business needs to be re thought as it simply doesn’t work! (For an online only service...they have very little online presence!) Utterly disgusting!”

Helpful Report

Posted 4 years ago

“We have been with British Gas for 11 years, last year we had the smart meters installed and soon after that problems began. First smart meter lost connection and everything started playing up. We called British Gas and they made us wait for a month and a half with dodgy electrics. On the day specified engineer did not turn up. Soon after that meter broke completely and we had no electricity. After 2 days of being switched from customer advisor to customer advisor and being "disconnected" we got an engineer appointment (he did not turned up) , another engineer remotely restored power temporarily. Now we are without electricity again and getting it repaired will take... I don't even know. We have small kids in the house and are going to leave British Gas ASAP but until than would like to have the power, we pay a lot of money for. My advice is, do not use British Gas and if are, leave as soon as you can.”

Helpful Report

Posted 4 years ago

“Unqualified Engineers. Incomplete jobs. Missed Appoinments Cancelled end of the day after having waited whole day. Terrible customer complaint Service. Useless. Not Deserving the name “British” Gas as they don’t project the decent British Ethos.”

Helpful Report

Posted 4 years ago

“Vile disgusting company tried to charge us for two addresses even though we did a mutual exchange and have proof and they have have harrased and hounded us for the past year and a half over it amd charges us stupid amounts even though we live in a small.2 bed flat.please avoid at all costs of u can mentally we have had enough we have been hounded and harrased by British gas we have Proof.There are better company's out there.”

Helpful Report

Posted 4 years ago

“Never in my life have I had to put up with such incompetence from a business and consistent problems. Your recommendation would to be to use any other gas company going. Really nightmare company”

Helpful Report

Posted 4 years ago

“If I could give LESS than MINUS 5 stars I would. Useless. Hopeless. Customer Services are most unhelpful. They send out engineers who leave a job unrepaired. A complete waste of my time and my money. AVOID!!!”

Helpful Report

Posted 4 years ago

“Absolutely appalling service gas and electricity got disconnected delicate being on a smart prepaid meter left without gas or leccy for over 5 hours called about 10 times so many rude agents it’s unreal! Not helpful at all will be moving supplier immediately! Avoid this company at all costs!!!”

Helpful Report

Posted 4 years ago

“Absolute waste of time and money. Seems like a lot of engineers have left and have been replaced by sub par people that now call themselves engineers. Used to have a great team of engineers to call upon. Knew their job and were great all round. Now it seems they have employed completely incompetent lazy engineers. That is if you can even get an appointment! I was told to get work do e by a third party and to claim back the cost from British gas!! Absolute nonsense. Save your money don't bother. Used to be a great company. Now it's awful.”

Helpful Report

Posted 4 years ago

“I didn’t even want to give them any stars at all! This company is appalling, I’ve had boiler insurance with them for several years! Had issues with my boiler since November 2020. Issues were never fixed so had to have engineers out several times. The last engineer condemned my boiler and said it wasnt repairable. I was quoted over £3000 from them & other companies! I asked BG for help as I couldn’t get credit or any family members to ask to borrow that kind of money! BG said try the government schemes or pay 50% up front and pay the rest at a letter date!! Or ask a family member or friend to take out finance for you! I can’t do any of that, so I am now left without hot water or heating!! Not one of them were helpful, just said it’s all in our fine print. They have sent my payable invoice of £60 to a debt managers company and told me that it’s out of their hands!! I have raised a complaint with BG who have said it can take 8 weeks for the complaint to be acknowledged!! Absolutely disgusting company. What was I paying boiler insurance for?”

Helpful Report

Posted 4 years ago

“absolutely appalling service from start to finish, no one takes responsibility and you are just passed from one person to the other. that is when you can get through to speak to a human! recently decided to move our charity account to another provider, Scottish Gas have been less than helpful. would NEVER recommend them to anyone.”

Helpful Report

Posted 4 years ago

“Every year British Gas delay my Annual boiler service by about 2 months so that after about 6 years I have paid for 7 services and only had 6. This to my mind amounts to fraud. This year after pestering BG they arranged a service for 14 May 2021. On 13 May they cancelled that service and rescheduled for 4 June 2021. On 23 May I received a text cancelling the 4 June service and offering a £65 refund of £65 as compensation. There was no mention of when the service would be rescheduled. On 28 May I received a phone call repeating the same information as above. When asked when the service would be rescheduled I was told that the £65 was in lieu of having the boiler serviced and I would not be receiving a boiler service. In effect I have been cut off from having the annual boiler service I was relying on. I find this behaviour by BG totally unacceptable. They make the excuse about Corona virus while at the same time advertising on the TV that "they are there for you" or some such twaddle. The main reason they are providing an inadequate service is because they are trying to worsen the working conditions of their service engineers who are understandably striking over the issue. The previous service was done by and engineer from Newcastle upon Tyne (we live in Leicestershire 150 miles away) who was put up in a hotel in Kettering for a week at a time because they did not have enough staff in the Midlands - what a way to run a business”

Helpful Report

Posted 4 years ago

“Well I receive a email from BG about my complaint about not turning up for an appointment which they confirmed twice by text but then failed to tell me they had cancelled the service due to other priorities and gave me another date in July without asking me if I am available. What are the chances they won't turn up for that either. The email they sent me confirmed that they had received my complaint and would get back to me within 8 weeks!! Are they serious? Or is this a comedy sketch. 2 months to sort a complaint. Mr Ombudsman please investigate BG without delay, they are extracting money under false pretenses!! My complaint ref is 8012355236. Think they need to go on course about the definition of customer service. I'm available...its not rocket science”

Helpful Report

Posted 4 years ago

“What happened to BG. Can’t get an engineer out to fix a faulty central heating valve. They book you in, wait three weeks for appointment, then cancel their commitment to appointment, due to other “higher priority” work.... plus they now charge an excess”

Helpful Report

Posted 4 years ago

“Shocking customer service - Refund my £800. Having moved from British gas in February 2020 they continued to take money for gas from me via direct debit which they never supplied. I only realised this last month when they emailed saying they were increasing my monthly fee as I was out of contract. I have spoken to the call centre in South Africa who are unable to transfer me to anyone in the U.K./manager/complaints team and they investigated the issue which took 2 weeks. After hitting the investigation deadline on the 18th of May it seems British Gas owe me £800 as they supplied nothing (taking money under false pretences?). I've now chased for my money 5 times always getting the same response from the call centre in South Africa - the refund is blocked due to the value. Final word today from me was I'll give until 5pm for a customer complaints team get in touch finally and confirm my money is refunded before I put my complaint on your social media sites. Complaint also logged with Ofgem now considering taking legal action. Will never be a British Gas customer (impossible to speak to someone in Great Britain) again.”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,208 reviews