British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.21

1.2 Rating 3,141 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,141 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 had 6 homecare policies with b.gas i now have 3 2 of those are giving me problems,,, i already cancelled 3 because they truly do not provide a fair service they do not turn up for appts. they refused to fix a boiler blaming sludge leaving at risk tenants with no hot water. tried to charge me £750 for a flush....a new boiler is £650 to buy! 40 mins waiting on the phone each time i call They cut you off the phone if they feel like it making you wait another 40 mins they will put up the price about 25% every year unless you threaten to leave Out of 6 policies 5 have given me numerous reasons to be VERY unhappy with them If you think problems with your single policy are just unlucky.... then think again B.Gas are a rouge company and are getting worse”

Helpful Report

Posted 7 years ago

“Made an appointment to have my boiler serviced months ago. At the last minute British Gas cancelled the appointment offering a pre-winter service in March! I said this was not acceptable. British Gas phoned back on the actual day of the appointment offering me a service between 12 and 6 pm on Saturday afternoon. As I wanted a service and not risk a winter breakdown I accepted. Waited in all Saturday and, of course, nobody came, nobody phoned to say they wouldn't be coming, pathetic customer service by a company that knows it can lose over 800000 customers and simply rip off remaining customers with higher prices. Price caps are long overdue, force this company to improve efficiency and customer service.”

Helpful Report

Posted 7 years ago

“Bulb.co.uk/refer/matthew9… #Bulb SAVE £s They pay your exit fees +£50FREE #environment #GoGreen #greenenergy #renewable #savemoney #money #scottishpower #scottishgas #britishgas #edf #eon #npower #sse #bigsix #noexitfees #climatechange #climate #SSEHydro #green #Switch #SolarPower”

Helpful Report

Posted 7 years ago

“I am living it in the cold I have a Homecare agreement & today Monday heating down probably due to frozen pipes. I was told they cannot come till Thursday & If I got someone else in meantime they would not reimburse,My temperature just now in daytime is 14.5 & likely to drop. I am 73 and live alone.Would you say that is reasonable?”

Helpful Report

Posted 7 years ago

“I am a British gas customer, we were out of country for 45 days, when back smart meter was not working, the bill was doubled & I raised an enquiry. They took more than a month to respond and in the mean time they cancelled my direct debit without instructions. Sent an engineer to my house in my absence without my permission and did some work in smart meters when my husband at home.and he was unaware of the whole issue. And the whole dispute went for few months and in the mean time , never resolved. I told them I will switch the supplier and pay the bill. Before they sent the bill I had to go out of country for an emergency. I told them I will come and pay the bill in full and they said it us fine. I spoke to customer service at least 50 times for this issue. Multiple times they said I can pay the bill once it is resolved. They agreed they cancelled direct debit by mistake in an email. But now they say it was my request. I have an email. I came back from holiday and paid the full bill. Still they reported to credit agency 2 late payments on my account which is affecting my mortgage now. I tried to speak to them, 2 agents said it was not my mistake and they will get it removed in 10 days and I will get a call from British gas. No call till now and I called them this agent is so rude and she says I know BG cancelled DD but why didn't u check your account that money is not going you should have paid it. She is not trying to listen to me instead is blaming me for not paying the bill. Was trying g to explain her paying is not a problem but wanted an answer from BG. BG agents told me I can pay after coming back as the final bill was not settled. They never advised me it will reflect as late payment. As there was an issue here I thought i can pay once the bill is settled. But this lady today is so rude and unacceptable. Now BG information has affected my credit rating. Today I decide not to be BG customer for life and advise my family on the same. I don't mind paying even higher cost to other suppliers bit never BG in life. I was asking the lady how can BG decide things without consulting me about cancelling DD, sending engineer without pernission, writing on my acvount that i requested DD cancellation - she says they can do that as they are in that position. I had nothing to speak after this and I hung up. That means now after I hang up they can write whatever they want and how can we trust them. So never British Gas. BE Careful. This was so much stress for raising a query and switching the supplier. This is only bkackmark on my credit for 9 years if stay I this country. Avoid it in every possible way”

Helpful Report

Posted 7 years ago

“I am a British gas customer, we were out of country for 45 days, when back smart meter was not working, the bill was doubled & I raised an enquiry. They took more than a month to respond and in the mean time they cancelled my direct debit without instructions. Sent an engineer to my house in my absence without my permission and did some work in smart meters when my husband at home.and he was unaware of the whole issue. And the whole dispute went for few months and in the mean time , never resolved. I told them I will switch the supplier and pay the bill. Before they sent the bill I had to go out of country for an emergency. I told them I will come and pay the bill in full and they said it us fine. I spoke to customer service at least 50 times for this issue. Multiple times they said I can pay the bill once it is resolved. They agreed they cancelled direct debit by mistake in an email. But now they say it was my request. I have an email. I came back from holiday and paid the full bill. Still they reported to credit agency 2 late payments on my account which is affecting my mortgage now. I tried to speak to them, 2 agents said it was not my mistake and they will get it removed in 10 days and I will get a call from British gas. No call till now and I called them this agent is so rude and she says I know BG cancelled DD but why didn't u check your account that money is not going you should have paid it. She is not trying to listen to me instead is blaming me for not paying the bill. Was trying g to explain her paying is not a problem but wanted an answer from BG. BG agents told me I can pay after coming back as the final bill was not settled. They never advised me it will reflect as late payment. As there was an issue here I thought i can pay once the bill is settled. But this lady today is so rude and unacceptable. Now BG information has affected my credit rating. Today I decide not to be BG customer for life and advise my family on the same. I don't mind paying even higher cost to other suppliers bit never BG in life. I was asking the lady how can BG decide things without consulting me about cancelling DD, sending engineer without pernission, writing on my acvount that i requested DD cancellation - she says they can do that as they are in that position. I had nothing to speak after this and I hung up. That means now after I hang up they can write whatever they want and how can we trust them. So never British Gas. BE Careful. This is all they could do to me affecting my credit rating and its the only blackmark on my ctedit rating in 9 years of my stay of This country. But I know i am right I advise to be careful with them. This was so much stress for raising a query and switching the supplier.”

Helpful Report

Posted 7 years ago

“Terrible service. Operator put the phone down on us. This is after waiting along time to speak to them and bring transferred to the wrong department by their automated service and by their representatives. Don't use”

Helpful Report

Posted 7 years ago

“Booked my annual boiler service two months ago, day before the service they cancelled, offered me a service in March! What good is that after the winter. Terrible, couldn't care less customer service, I'm left looking for a pre-winter service. Told you can choose a date, time of day, what a joke.”

Helpful Report

Posted 7 years ago

“After some years as a home care customer, I decided that on receiving a renewal quote of over £460 I would go elsewhere for my cover. On phoning to cancel my policy I was immediately offered an improved quote. Why wasn't I given this in the first instant ?? I had not had the included boiler service either within the term of the policy, this was scheduled for 2 days after my policy end date but I was informed it would still occur. Today I received a text cancelling my annual boiler service with a lame excuse that the Engineers were all very busy fixing broken down boilers. I would get a letter sometime to rebook. Apparently BG have lost 850,000 customers this year. I became 850,001. They are never competitive on pricing, always amongst the most expensive & very poor service levels. Remember the days of the "Fat Cats" nothing has changed”

British Gas 1 star review on 6th December 2017

Helpful Report

Posted 7 years ago

“The worst customer service ever - inept beyond belief - case currently with Ofgem”

Helpful Report

Posted 7 years ago

“An engineer was meant to come out today to install a new boiler. They didn't turn up and British Gas want to reschedule for a week´s time. In the meantime, we have no hot water or heating. Terrible service.”

Helpful Report

Posted 7 years ago

“They claimed to have read my meter, and over read it by 10,000KWH and over charged me hundred of pounds.. it took around 6 weeks to resolve, hours on hold on numerous phone calls, around 11 more incorrect bills, to get my money back, which left me over drawn and unable to pay my other bills. When I asked them to cover my interest and costs, they offered me £40 (nowhere near the costs their error has incurred me)... when I accepted and said I wanted to still complain to ofgem I was told they would retract their offer of compensation if I complained to ofgem. This is clear bribery but as ofgem will not compensate me and I need the money I felt forced to not compain to ofgem. Bribed to not complain to Ofgem”

Helpful Report

Posted 7 years ago

“They have the worst communication between departments that I have ever seen. I had booked in for a plumbing job, which I had to take time off work for, and when the day came, British Gas sent their central heating people to fix a leak in our ceiling! I have never experienced more disorganisation and lack of communication within a company.”

Helpful Report

Posted 7 years ago

“Worst customer service I have come across. Simply AVOID this company.”

Helpful Report

Posted 7 years ago

“Absolute shambles of a service for Homecare boiler cover. Left without hot water and heating for over a month with multiple appointments missed by British Gas, who's only excuse was that they tried to contact me on my landline - even though they knew I would be at work and had my mobile number. One of the worst customer service experiences I've ever had and couldn't recommend strongly enough to steer clear of these cowboys.”

Helpful Report

Posted 7 years ago

“I pay a lot of money annually for homecare so that I have peace of mind that I am covered should anything go wrong,the last 2 years running my annual boiler service which I booked has been cancelled by the engineer on the day and rescheduled,I recently booked for a plumber to come and was told that it would be an all day appointment between 8am - 6pm which isn't great service but I accepted it,I took a days leave from work and on the day I had a phone call at 8.45 am to say my appointment had to be rescheduled because of a high volume of emergencies,obviously this was not the first time this had happened and I was furious,I phoned British gas and have made a complaint but they couldn't do anything about getting a plumber to me on that day,I was given £30 as a good will gesture but would have preferred just to have the service that I am paying for,it is completely unacceptable”

Helpful Report

Posted 7 years ago

“I neded a replacement boiler fitted. My 30 year old boiler could not be repaired. The BG advisor, Martin Johnson, called on Tuesday 14th November 2017. Martin was helpful,gave honest advice,and was not pushy. I was aware that BG would not be the cheapest but in my experience you get what you pay for. I agreed to go ahead. Later the same evening I was called and told that the new boiler could be fitted the next day. By 8am on 15th the new boiler and other parts had been delivered, and scaffolding was being put up. The fitter,Steve Childs, turned up on time and started work. He was pleasant, worked hard and kept mess to a minimum. Later the same day the BG electrician,David Skinner,anothervery pleasant chap, arrived to connect the electrical side of things. The scaffolding was removed early the next day and the old boiler etc was collected. Needless to say I was 100% happy with everything. In this day and age it is unusual to get service like this. Many thanks to all concerned.”

Helpful Report

Posted 7 years ago

“My annual boiler service that comes as part of my home care 400 package is overdue and I have contacted British Gas five times but they have done nothing to sort this out. Useless.”

Helpful Report

Posted 7 years ago

“I have only rated British Gas with 1 star because your site does not enable zero stars Their projected usage for me is a joke and not based on reality. I am a disabled pensioner with limited income and have been a loyal customer for over 40 years without a single missed payment, yet despite being nearly £100 in credit at end of last review they wanted an increase of around 25%, I refused and in May 2017 they increased my direct debit by 35% to £74 per month without advising me and sending me overdrawn for the first time ever, requiring me to draw cash from a fixed-term bond with loss of bonus. I managed to get my monthly charge reduced to £55 with dire warnings that I would be around £300 in debt at the end of my term. At the end of my current term I am nearly £200 in credit, yet they insist upon a monthly payment of £73 pounds or £94 if I ask for my credit back ! When I call their "Help Line" I get a nice asian chap who's English is incomprehensible who keeps repeating "you must pay". I cannot wait to switch and advise all British Gas customers to do likewise.”

Helpful Report

Posted 7 years ago

“I would give them a -5 if i could, stay away from British gas”

Helpful Report

Posted 7 years ago

British Gas is rated 1.2 based on 3,141 reviews