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

“I have installed and uninstalled the british gas app too many times now it is extremely slow,and sick off it not identifying my payment sometimes it sometimes it doesnt then when topping up you cannot vie half the payment screen when entering bank card details! Also my pet hate when signing in"it looks like an email address to me!! What is that?it needs sorting out sick off it now”

Helpful Report

Posted 4 years ago

“British Gas have acted appalling towards customers during the UK pandemic. British Gas have hounded customers for payments and threatened the use of debt collection agencies when accounts are a few days old. British Gas has continually breached the government guidelines for utility firms during the national lockdown. Ofgem should take decisive formal enforcement action owing to the way British Gas has treated customers during the pandemic.”

Helpful Report

Posted 4 years ago

“What went wrong ? What went right ! If an option for 0 stars was allowed , that would be my choice. Where do we start , ok , we bought a house in October to do up in Swansea. At this point we had to pop rd and top up the gas / electric in a appropriate shop , and this was rarely easy , to the point I spent all day trying to get a top up , and it actually went dark one day after starting the noble quest to get some power at 10 am . I do not live in Middle Earth B.T.W. This nightmare continued despite numerous unsuccessful contacts with the utter incompetent so called agents . Every agent assured us that the matter would be resolved I think 48 hrs , more like 48 years ! In December British Gas installed a brand new smart meter with top up capability , via the app as the answer to all our problems , and it has never worked since installation. This has left me with the inability to top up my electric, (as I’m not using gas at the moment). Despite over 8 hrs of phone calls and countless hours of online chat , the situation has never been resolved . I’ve been cut off mid phone call several times , and don’t start with the online chat ! Last attempt 5 minutes ago , on the complaints page , resulted in me getting to the top of the queue , to then be informed that I was in a chat with an agent , only then to be passed to a different agent , this happened 3 times, and then I had the message NO AGENTS AVAILABLE , at which point the online chat locked out . This was after waiting in the queue for 25 mins . When I have actually got through , either via phone or chat ,all advice I have been given has proved utterly useless and ineffective, and the issue has never been resolved and even yesterday evening an agents advice that it would be resolved by this morning has also failed . A complaint has been lodged with the promise of a phone call back to discuss , and this has never happened either . ABSOLUTELY USELESS SERVICE ALL ROUND , AND AS FOR CUSTOMER SERVICE !!!!********* Please heed my review and avoid BRITISH GAS AT ALL COST.”

Helpful Report

Posted 4 years ago

“I contacted the BG HomeCare team to report a problem with my heating. My boiler stopped working and as a result I have no heating or hot water in my household. After listening to their annoying automated chat bot for 5 mins, I managed to get through a representative. I informed the HomeCare representative that this was an urgent issue as I have family of 5 including children, one of which is under the age of 5 and that I don’t have any alternative heating options such as a gas-fired fireplace or an electric heater that can my household warm. Unfortunately, I was told that the earliest possible appointment was 10 days away and that British Gas couldn’t treat my request as an emergency or urgent because no-one in my household was ‘vulnerable’. This is a very inhumane and absurd response especially when I have 3 young children under the age of 10. The customer representative didn't even seem to care about my intention to make a complaint and was laughing when I mentioned that I won't be able to take a bath or shower for 10 days. I find British Gas’ failure to treat this as an emergency extremely disappointing given that I am currently paying around over £640 a year for my HomeCare and yet cannot get British Gas to send an engineer in an emergency situation, leaving myself and my family to live in the cold and with limited sanitation (no heating and no hot water!). The Pandemic and lockdown make it extremely difficult to use other means of getting access to hot water such as using a relative’s facilities, which unfortunately is not an option for my household. Very upsettting, inhumane, and frustrating indeed.”

Helpful Report

Posted 4 years ago

“After having a new boiler installed as I was without hot water and heating and marked as a priority customer I had nothing but terrible service from BG. At every point I had to chase them to finish the job. The only thing they were quick at doing was sending through the bill. I am now having to go to the tip to get rid of the scaffolding they left in the garden. Disgusting service from a companý that charges premium prices.”

Helpful Report

Posted 4 years ago

“incompetent, dishonest and desperate”

Helpful Report

Posted 4 years ago

“No direct person to speak with, all automated charging 20p per min on every number called. My 88 year old mother's boiler broke on the Saturday and she was on the phone for 20 mins and they (automated message) booked an appointment for the following Thusday, meaning she was without heating and hot water for 6 days. I sent an email to the Cheif Executives office and did get a response, and although it has finally been resolved 5 days later (not much difference) it has not been to our satisfaction. Absolutely disgusting.”

Helpful Report

Posted 4 years ago

“The company are inefficient, unreliable, and cause problems rather than solutions. To speak to anyone on the phone or on-line chat takes well over 30 minutes and in my experience no help has been provided and despite making a formal compliant a simple matter has not been resolved nor has the complaints officer replied to 2 more emails or more complaints. I rarely complain but I do when a service let me down badly. As soon as I can I shall leave British Gas but cannot at the moment, ironically, because of thier inefficiencies! I would suggest anyone thinking of changing to British Gas should look at alternative providers!”

Helpful Report

Posted 4 years ago

“Customer service is shocking. You ask to speak to the manager and they basically refuse to come to the phone. AVOID LIKE THE PLAGUE”

Helpful Report

Posted 4 years ago

“Terrible company, cut me off every time I get through. No help!”

Helpful Report

Posted 4 years ago

“If I could give them zero stars I would. I have spent over 3 hours to them being passed from department to department and being hung up on. They will do all they can for you to not phone them, and then nobody you speak to takes any ownership it’s all another departments problem.”

Helpful Report

Posted 4 years ago

“British Gas homecare is an absolute waste of money they come out when they want to. Don’t even consider using it. TERRIBLE SERVICE. They take you money and that’s it.”

Helpful Report

Posted 4 years ago

“Don't even want to comment this company.”

Helpful Report

Posted 4 years ago

“We have Home Care cover that came 'free' with the supply tariff. However, I will not be renewing when it comes to paying for this so-called 'service'. With a broken down boiler, no heating or hot water, we could not get a repair booked for 4 days. Not acceptable during any period , let alone when outside temperatures are -2 to +3 deg C. Called a local firm who visited within 3 hrs of my call.”

Helpful Report

Posted 4 years ago

“Home care?? What a scam. Take money every month and when needed (boiler won’t work with sub zero temperatures outside) British Gas does not answer the phone. Hours later and in excess of ten attempts to speak to British Gas I still have not managed to speak to someone-my boiler still doesn’t work. The website chat does not respond. No email contact. What a scam. Not surprised British Gas are going bust. Do not get Homecare, buy thermal underwear and plenty of warm jumpers and gloves. Welcome to London 2021. Utter disgrace............ Danny, self styled vigilante of truth”

Helpful Report

Posted 4 years ago

“The WORST service I have ever experienced with a company. They got my tariff completely wrong and over-charged me for the whole of my contract and refused to listen to me when I contacted them. They said they booked for an engineer to come out and fix my heating and they never turned up leaving my house cold over Christmas. They are so slow at responding to their customers problems and I will never be using their dreadful services again.”

Helpful Report

Posted 4 years ago

“DISGUSTING My 82 year old mother has no heating and underline health issues. We got an appointment for the next day to have it cancelled two hours later as it was not an emergency JOKE...was told it would be 28/01...or go online and book a local engineer pay them and claim it back from British Gas. Why is my mum paying monthly for cover .”

Helpful Report

Posted 4 years ago

“Phoned British gas regardin the app wouldn't allow me to top up neither gas or electric. Not the first time this as happened and after nearly 15 mins on the phone an agent finally answered. After explaining the problem I was promised an agent would phone me back to assist me in topping up. However the call never happened I'm still no wiser as to why I can't use the app. Terrible service the amount of gas and electric I use and yet I can't get any help at all with this problem. I am now seriously thinking of changing my provider as I can't rely on this app.”

Helpful Report

Posted 4 years ago

“Price increases now upto £120 extra on monthly payments was £136 Now £256 leaving them”

Helpful Report

Posted 4 years ago

“Firstly, British Gas is totally useless if you manage multiple energy accounts, as they do not allow different supplies to be linked up to one email login. On top of this, I was told I could not discuss an account on which my company is named, and was given the incorrect email address to send a letter of authority to on four occasions by the chat team. They've sent an operative to read meters on our site who's read the wrong meter leading to bills of thousands of pounds that have taken months to remedy. They send notices demanding payment without stipulating which energy account it pertains to. Web chat team are rude and ineffective. Prices are among the highest on the market. In short, the UK's worst company, move any and all accounts you can away from them.”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,138 reviews