British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.22

1.2 Rating 3,205 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,205 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 20%
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 10th October 2025

104

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“What a nightmare Promised us a new boiler for christmas Our boiler broke at the start of December And we waited for British gas to mess us around to end up with no hot water or heating for a whole month plus christmas with a 2 year old in -5 weather Which cause we had a 2 year old we are fast track, what a lie They are all super nice until they get your money and boom! The nightmare starts It was one thing after another, no one talks to each other, and they just blame one and other for mistakes or problems! They also put scaffolding on the wrong side of my house, then refused to move or take it down, I had to ring the scaffolding company myself muti time to get it took down We ended up going with a local company which were amazing!!! But trying to get a refund back from British gas was also a nightmare, we was in our rights for one as it was still in the 14 days refund policy but to get the refund I had to hold all there piles and new boiler I had I'm my garage hostage which they tried multiple time to collect, As soon has I had my refund them collected it but it couldn't come to that really! AVOID!!!!!!!!!!!!!!! ALSO VERY OVER PRICED!!”

Helpful Report

Posted 10 months ago

“My smart meter was installed 4 years ago. Last year the gas meter had to be replaced (flat battery) The monitor then stopped showing electricity consumption & readings. A British Gas engineer called & replaced the smart meter. He lived locally and told me he had the same problem with his monitor. BG are hopeless,I will switch asap”

Helpful Report

Posted 10 months ago

“Our experience of British Gas as an energy supplier has been terrible - it has been a catalogue of errors and poor service. We moved into a new house a little over six months ago. We’ve since found out that British Gas did not install the gas meter correctly so it was not smart. They then ignored all the meter readings we sent them and tried to charge for both gas and electricity before we moved in, they also vastly over-estimated our usage. Whilst trying to get this sorted we were lied to, spoken to rudely and emails were often not responded to for over a month. They have refused to fix the meter. Eventually they pressured us into close our complaint without ever apologising. Because they ignored our readings and over-estimated we were £500+ in credit but they still increased the direct debits! The service we received was truly awful. We did everything we were asked and gave them every opportunity to make it better but they had no interest.”

Helpful Report

Posted 10 months ago

“Shockingly bad customer service , I called 7 times for the same issue, I had a considerable credit on my accounts the 6th time I wanted to raise a complaint but they refused to take and I stead of refunding me they are investigating my meter asking me to send pictures despite a large direct debit each month and large credit on both accounts time to switch fir me”

Helpful Report

Posted 10 months ago

“Rip off company. if you never miss a payment.there will sting you for going to someone else. Customer service is poor a child could do it better. Least they got the right name for the company 100 %British.”

Helpful Report

Posted 11 months ago

“Shocking customer service never answer there phones or have to wait hours in a queue which is impossible when people have to work plus when you email them you get told someone will be in touch but no one ever does now the prices are going up again destroying people's lifes to fill there own pockets plus don't call yourselfs British gas when the gas comes from other countries.”

Helpful Report

Posted 11 months ago

“I would give them less than one star if I could. I moved house and had nothing but issues with them since. It took 6 months of calls to get them to even acknowledge the house and that I had moved in. And that was only after I raised it with the ombudsman. Then they moved me to a new system said I had been over paying and they owed me hundreds only to change their minds months later and demand the money back. Didn’t offer a solution or an apology just wanted the money. I couldn’t get a straight answer to why this had happened (I called and talked to someone asking why I had been over paying and was assured at that point. It was entirely their fault). I put a complaint in never had anything back (that made any sense), the complaints team appear to be non existent and the ombudsman has no real power over them. Avoid using British Gas if you can and if you are with them leave.”

Helpful Report

Posted 11 months ago

“Absolute disgrace. We moved out of the flat we had their service at in November 2023 and issues are still ongoing. We've had confirmation by email from many representatives at BG to say no balance is owed but they continue to try to scam us by sending more "final bill"s. The overseas customer service agents are beyond useless and are incompetent beyond belief. Absolutely stay away, and use any other energy provider. British Gas are so woefully far below an acceptable standard it must be n absolute joke. You're filling their shareholders pockets with money that is being scammed off of you.”

Helpful Report

Posted 11 months ago

“Terrible service. I asked for some of the money back from my credit this woz before Christmas all I get is it will be in your account in 3 to 5 working days. This has happened 7 times now then they gave me a date it still never went in now there saying 5 to 10 days. Now there saying it's because I have a bill going out. DISGUSTING......”

Helpful Report

Posted 11 months ago

“We have been loyal customers of British Gas for over 10 years. In 2023, we were switched to a smart meter, which unfortunately has caused significant issues. Between 2023 and 2024, the smart meter provided inaccurate readings, leading to excessive charges. Despite multiple visits from engineers, the problem has yet to be resolved. Additionally, we have experienced consistent issues with boiler maintenance, as appointments are often missed or rescheduled without proper notice. Prior to the faulty meter, we had no arrears. We are currently disputing the inaccurate charges, but British Gas has refused to take responsibility and continues to demand payment. They have even threatened legal action for non-payment and are attempting to cancel our switch to another provider. The service we’ve received from British Gas has been extremely disappointing, with a complete lack of professionalism and consideration. Given our experience, I would strongly advise others to avoid British Gas.”

Helpful Report

Posted 11 months ago

“Appalling customer service, takes them months to resolve any issues, literally took months to switch me from dual rate to single rate tariff. Had a further issue with my smart meter providing the wrong readings, I have been manually submitting meter readings for ages 6+ months, then when I query the meter readings, I am told 'Yes, Actually the reads were false due to some reason so I will check and update the slots for booking now.' and then 'That's the reason the Bills were not issued since long time so we need to book the engineer now to fix that.'.”

Helpful Report

Posted 11 months ago

“Even after a week I receive no reply back from their customer service, I have to chase them again and again. Octopus replies in 20 minutes, just saying...”

Helpful Report

Posted 11 months ago

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Helpful Report

Posted 11 months ago

“Took out homecare with £60 excess, engineer came to do first boiler service and balance radiators, gave up balancing radiator as he said he could be there all day and really it was a summer job now I am left with a radiator in the lounge which does not get hot at all, they want me to pay £60 excess to get an engineer out to fix their mistake absolute rip off company. Wish I had read reviews before moving to British Gas will move to another company as soon as my fixed tariff is up for renewal.”

Helpful Report

Posted 11 months ago

“Absolutely useless don't bother with their homecare agreement. Called them out to fix my boiler they actually made it worse and caused a water leak. When I contacted them to get them to come out to resolve it they charged me again to come out and fix something they had not repaired and a water leak they had caused. There's no way of making a complaint. live chat doesnt work, they got rid of their email and no one answers the phone. Energy Ombudsman here I come. I only just went back to Homecare following a similar incident a couple of years ago”

Helpful Report

Posted 11 months ago

“Just a reminder to all that you can and must stand up to these clowns. I sued them in small claims court and won. Little old me against their lawyers, Womble Bond & Dick who didn't even defend the claim. Do your paperwork correctly and you will win your claim. Keep proper evidence and use the correct caused of action(negligence, breach of duty of care). Also. Never pay by direct debit as its a license for them to plunder your account. Pay by cheque, I do. That way I have control and they can't steal from me. And if you're silly enough to get a smart meter (they are fire hazards, not covered by insurance, and cause cancer), you only have yourself to blame. I sued them because they tried to bully me into a carcinogenic smart meter. Now they're crying to the court to have the CCJ I got against them removed from the register where EVERYONE can see I got a CCJ against them. Hahaha! As we say where I come from "hoe lekker kry ek nou".”

Helpful Report

Posted 11 months ago

“I have raised a complaint. I was promised for the 100th time my bill would be out by today and I would receive compensation and a refund processed. Again!! You have lied, and ignored my emails. You are actually a dishonest, thieving company. I have been with you for over 15 years. I am done being lied to!!!”

Helpful Report

Posted 11 months ago

“One star is one more than they should receive British Gas are absolutely abysmal. I have now been without heating or hot water for two entire weeks, and have had to move out of my home due to it being unsafe and unhygienic to live in my home. This is because there is no hot water to wash hands or to shower and the temperature in the house is 9°C; even with an electric heater the temperature in the house does not rise above 12°. Initially an engineer did turn up at the promised time to attempt to diagnose the problem. However I clearly have a magical one of a kind boiler as apparently the one part that is needed to fix it is out of stock in the entire country. One of the British Gas homecare employees did make up a very creative and inventive story about the Part needed being located in Newcastle and it taking 3 to 5 working days for this to be delivered to Nottingham. Considering that I can order any Anything I need off Amazon and it will arrive by 10 pm the same day I do find it somewhat difficult to believe that it will take any delivery company 3 to 5 working days to deliver something from less than 200 miles away. I was then fobbed off with the excuse that the Part had not been delivered due to the stormy weather We have experienced this weekend in the UK. again even with stormy weather, which lasted for two days, it should not take more than 24 hours for Part to be delivered, however it turned out that this was a piece of creative imagination on behalf of British Gas as I later found out that in fact no Part was available. at this point I was starting to think that the part required must be made from moondust and unicorn tears because that must be the only way that I could actually find the part that was needed. I have now been out of my house for 2 weeks and all I can be told is that “the part is out of stock” and “wear more layers”. Absolutely disgusting service”

Helpful Report

Posted 11 months ago

“If you are a current customer of BG - LEAVE NOW TRUST ME. This company are diabolical to deal with. Basically if you have a dispute with them over bills or invoices or in my case a final bill, be very careful because if you don't pay the disputed amount they WILL affect your credit rating. I actually paid the full disputed amount in full albeit late ( due to it being disputed). They are bullies and you simply cannot trust any part of this organisation. Dreadful experience and very costly as it turned out. THEY SENT ME TWO FINAL BILLS !!!!!!! admitted an error and doubled the amount I asked for a full breakdown which i received, the figures simply didn't add up. So I took the matter further and refused to pay = they had me for a missed payment and its affected my exceptional credit rating.”

Helpful Report

Posted 1 year ago

“British you are not on the phone we have no gas you r fast at taken dam money what about if it was your family we are frozen stiff it's no joke your worse gas company ever never used to be like this year ago until odd balls take over on the phone absolutely useless you need sacking fr3yourr jobs 90 mile winds pissing down rain you don't care about customer s or us all you care about is money fact I ain't happy no smart meter says invalid sort you have cut the gas of we pay over the Internet no white customer team member s any more what's going on this be used to be lik this I never juggle no one you s do over the phone because we are white you won't help us it's got very very bad that team member not good person we have no gas you s don't care about us custermers meter had money in you rip t us of years ago gas company never used to be like this if you don't fix this I will report you for being useless over the phone every one's ill health problems british gas is no longer British energy company took over team members being nasty down the phone iv never had to do this before like said years ago it was OK now it's bad service from yous if it was yous on the phone in 90 mile per hour winds freezing house out no heating you cut us of we keep putting money in the tariff readings is rip off what's going on World's changed in bad way sort it please that's all I ask of you s on the phone who do not care about us customers asking me send pictures of meter though email your scammer s big time this review is for other customers to see who are having same problem s yous won't help non of us bad reviews british the name or word don't exist over the phone crazy well all other c are going mad at you like me because you won't help terrible”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,205 reviews