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 26th December 2025

106

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

“Phoned to check some statements issues one of them being the Standing charges the guy on the phone though that he is being funny by saying that is different charges as thought the year there are months with 30 days and 31 days when I told him that i was charges or £8/month or £33/month just for the standing orders he repeated the exact same thing. He did not helped with any of my inquiries was an awful useless phone confirmation. Shockingly rude & unpolite unprofessional guy who even started to sign while I was trying to find a solution on my problem. my tariff plan supposed to be £45.00 and in the past 4/5 months I been charged only £12.00 and now obl I have outstanding bills to pay and the guy literally said that during winter time their charges are going up and summer time is going down interesting cuz during summer time I payed £45.00 and wow winter time £12.00 hm looks like for he is using heating during summer not during winter”

Helpful Report

Posted 4 years ago

“Appalling service, have waited 4 weeks to get an appt for a leaking boiler. Checked my account to see if they are on their way to notice that the appt has been changed without my consent or notification. Why do I have homecare!! It is impossible to speak to a human being. The company are a disgrace, they are offering services that they do not have the staff to deal with the work. They need to change their advert to show how it really is!!!! waiting weeks for an appt to then get it changed”

Helpful Report

Posted 4 years ago

“Difficult to communicate and very expensive for their astonishingly poor service. Be careful with their bills. Could be wrong for many reasons, as they say.”

Helpful Report

Posted 4 years ago

“Homecare service is a big rip off and BG doesn't follow their own contract. With homecare, we are supposed to have the gas boiler (installed by BG) checked every 12 months... the last two times it was checked, was almost 18 months since the previous check. Then, had a problem with washing machine (under homecare), called them and they could not send an engineer out before a week! The inconvenience of not having a washing machine is one thing, but as our fault caused a small fire (luckily extinguished by brave husband), we don't feel safe waiting this long. We have been on homecare for many years, but will be cancelling now.”

Helpful Report

Posted 4 years ago

“Made appointment on 9jan for 22feb then never turned up so just rang to sort it no apologies told them mum was 93 said someone would turn up between 8 in the evening and 6 in the morning”

Helpful Report

Posted 4 years ago

“Found them good up to now had boiler instaled had a few teathing problems but got it sorted”

Helpful Report

Posted 4 years ago

“Absolutely hate bg, I pay my bills only to be greeted with more bulk bills a day later! Get a bill call them and on the same date as the bill I have they have a higher number to pay from the same date. Moved my gas and was paying what bg had recommended and already in a large amount of credit however ever since being with bg it's constant debt of 400-800 woth months payments of 250. Frauds!”

Helpful Report

Posted 4 years ago

“Rip off merchants never again there's only 2 of us in house 100 pound a month cost us another grand to leave 2200 for 2 people in a mid terraced house fumming isint the word disgusted”

Helpful Report

Posted 4 years ago

“Awful service. Moved into a new house in October and realised after a few that the meter reading hadn't changed. Spent hours on the phone trying to get through to BG. Eventually managed to get them to book an engineer visit to fix the meter. This was organised in December for February. This was subsequently cancelled due to "covid and lockdown". No idea when/if they will rearrange. We are paying an estimated amount for gas and have no idea if this is remotely accurate or not. We want to change supplier to a better tariff. We inherited a variable rate tariff which will be increased on on 1 April. Complained through the on line chat for complaints. Simply told that covid and lockdown meant an engineer couldn't come. This is difficult to understand a year in to the pandemic. Other companies seem to manage to send out personnel (eg I have had to have my oven fixed and Neff had no problem sending an engineer). Given that the meter is outside and the boiler immediately inside the back door, an engineer would not have to have any contact indoors with us. Meanwhile we are stuck with an uncompetitive tariff and cannot change supplier. The web chat complaints person told me I could change to the fixed tariff but I explained that we did not want to stay with BG and be tied into a tariff with them. He said it was a customer choice to be on a variable tariff! Pointed out it was a customer choice to be able to move supplier but they were preventing us doing this. I was told that they had opened a complaint and then closed it despite having left the matter unresolved. Sadly BG are and have been for a long time a terrible company for customer service. Feel trapped by them on an expensive tariff. Avoid them if you can.”

Helpful Report

Posted 4 years ago

“They set my tariff very low all the time telling me that it was correct then at the end of the year gave me a bill for 780 pound. This was not a mistake they did it to lock me in to there company .”

Helpful Report

Posted 4 years ago

“Booked a repair 3 weeks ago I am a key worker changed without letting me know very rude appalling customer service not the first time this has happened”

Helpful Report

Posted 4 years ago

“Have decided to give up on homecare services they have time to post out letters but not available to speak on the phone. Tried the chat line to start homecare direct debit big big mistake they set it up for my gas and electric bills instead. Waste of time. Will deal with another company”

Helpful Report

Posted 4 years ago

“Worst customer service, you need to wait 30mins - 1 hour to let them answer your calls. And added on astonishing amount on your bill, even doubled on you the bill for late payment, horrible and greedy company!”

Helpful Report

Posted 4 years ago

“British gas sent me 2 bills same reference number I have complained to ombudsman I told them many times tenant lived in my house I sent tenant aggrement paper They never listen to me”

Helpful Report

Posted 4 years ago

“Virtually impossible to contact. Phone numbers are hidden in the maze of the website as they do everything in their power to avoid you having to call. If you do find a number, the automated service will tell you in no uncertain terms that they are only able to help those that are vulnerable, living alone without gas and electricity and nobody is able to help them. You can try to get through the automated intro but she'll ask what your call is concerning - whatever answer you give will likely be met with "Sorry, our lines are not open at the moment". No mention of when they do open. If you do get past the first boss, you'll be put on hold for a good half an hour before an advisor picks up. However, they'll inevitably be the wrong advisor and they'll put you through to another team, with another half hour on hold. At this point you might have a slim chance of getting what you want, but I wouldn't get your hopes up. Online chat is awful as they take ages to respond and you'll likely get passed from person to person who will all ask for all of your basic details and a description of your situation, despite having written it all already just half a scroll up away in the chat. You can email them, but they won't respond. Awful, awful awful. Easily the worst customer service I've ever had”

Helpful Report

Posted 4 years ago

“I had to sort a problem with my electric meter and the person called Vashawi was extremely helpful and sorted things for me nothing was too much trouble forhim”

Helpful Report

Posted 4 years ago

“I had a British gas account for a property. This property is now rented out since October and the tenant is paying to British gas (they showed me the bill). British gas keep asking me to pay for the gas electric anyway even though they went out and took a meter reading the day the tenant moved in. I have tried creating an online account (refuses to recognise email), online chat (just tells me to create online account ), emailing, writing, telephoning (cuts me off after an hour wait). I have cancelled direct debit and they just keep hassling me to pay the bill that keeps going up.”

Helpful Report

Posted 4 years ago

“Service for both energy & homecare has been shocking. Several complaints have been raised. Now I have a lawyer in place dealing with FCA as the whole situation has become too stressful. I can only imagine how there engineers must be feeling. The company doesn’t care about customers & with recent fire & rehire being forced upon the workforce no wonder the service I’ve had has been out of order. Disgusted with the whole company.”

Helpful Report

Posted 4 years ago

“Can’t get through to anyone who takes control of the situation your calling about, they hang up, takes far to long for someone to answer the calls, the owners have lost touch of customer service, changing my provider first thing”

Helpful Report

Posted 4 years ago

“Boiler fixed by an amazing engineer. Punctual, profesional and very helpful engineer. Very pleased with his service. I'll highly recommend British Gas for home services”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,209 reviews