British Gas Reviews

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

1.2 Rating 3,127 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,127 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,m with British gas past 4 years and struck because when i bought this house it corona time and they were there and i was thinking they are good supplier however they are worsen i have never seen supplier like them, I'm in the uk past 24 years and this the worst supplier i experienced, i,m giving this feedback beucase i,m a family man providing food and facilities to my family. i have raised many complaint and any time i raise complaint the outcome is always written by indian people sitting back in india as they don't know the system here, if they don't have anything to say they block you in the chat system if they are on the phone they block your number so that the call is always goes to busy tone.”

Helpful Report

Posted 2 years ago

“Meant to mention I am a pensionet”

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Posted 2 years ago

“I paid my gas bill a week before it was due. They then took my dd out so now 1000 pound took out. I spoke to them immediately told me to speak to my bank as if they were to refund it would cost me about 200. I went into my bank but couldn’t do anything as not same day. Spent ages on phone to my bank and said need to speak to bags. Spoke to bags again and they said will refund gas but refunded electricity which I didn’t want. Still waiting for refund. Has really affected me with my finances and struggling but stress of this is absolutely terrible”

Helpful Report

Posted 2 years ago

“1 star is 1 too many. Had an appointment to remove my gas meter and supply in May 2022. They cancelled 2 days before due to lack of engineers. Contacted them back after they never rescheduled, eventually getting a new date in January 23. Was told I would not have to pay standing charge they were still charging me. After 3 or 4 complaints finally getting a letter telling me I can basically get stuffed. So I now have to pay 7.5 months standing charge, approx £95, for their inability to complete on their obligations. DIsgusted customer”

Helpful Report

Posted 2 years ago

“Doesn't deserve any stars!! Please explain how such a company is still running? I am so angry!! I can hardly be civil. I moved into a new premises and I changed suppliers straight away from British Gas, m because I just absolute hate British Gas. Glad I did because they have proved me right! I got a final bill before it changed over for £202.57 for a period of 7 days. No idea how it was this expensive. I tried to get an explanation as to why it was this expensive. Instead got a solicitors letter threatening me to pay the bill. Please be extremely carful when dealing with this company!! I would defiantly avoid all costs.”

Helpful Report

Posted 2 years ago

“Had an engineer out today,what a guy. Really friendly,very knowledgeable knew his stuff. Took his shoes off very polite an covered his work area with dust sheets. His name John Buttle I think”

Helpful Report

Posted 2 years ago

“I've just had a new boiler and 2 new radiators fitted. My lounge doesn't heat above 18 5 degrees abd that's after it's been on for 8hrs. I'm gutted ot cost a lot of money and my situation is no better than before.”

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Posted 2 years ago

“2 days of hell.”

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Posted 2 years ago

“They used to say 'Easier on the App' It wasn't! Now does not work! Used to have a great web site (I am going back many years!). I assume the management of that era has retired. Simply dreadful site/ app - bad design execution and operation (plus smart meters seem to cause BG severe problems). The only good thing is that energy keeps being supplied! I will be changing when current energy fuss has abated.”

Helpful Report

Posted 2 years ago

“I'm pretty sure their online 'chat' is just bots.. I wish I could have put a transcript of our conversation here. They are unknowledgeable, slow, and they do not care. I have been having an issue with my meter and no matter what I say to them they just move onto the next scripted question. It's so tough to even talk to them. After talking to one guy 'Sakshi' for about 20 minutes about my electric meter, with him giving me random advice, he then asked me if my issue is regarding my gas or electricity meter. I mean, that was it, I just quit the chat. Absolutely useless.”

Helpful Report

Posted 2 years ago

“There are serious issues surrounding the honesty and integrity of this company.. 1. In July 2020 I spoke with a rep on the phone who claimed I potentially owed 4K for 3 months energy usage. Which is impossible in a terraced house! Left me worrying for 8 months with no response to the complaint I lodged with them. I sold the property & they refunded me £125 as it transpired I was actually in credit & owed nothing! No apology or explanation given after months of chasing! 2. Sold my property, provided meter reads which photographic evidence of this. Moved to my new property in June 22. In sept 22 recieved a bill for 2.5k for the month April - may.. it’s not possible to use a years supply in a terrace house in one month! Called them, was told they billed ME simply because they didn’t have the details of the new owner. had to waste more time & calls at my own expense to sort… again. Made another complaint that again I received no response to. I didn’t even own the house anymore & British gas were aware, but chose to bill ME anyway! Apologised & wiped the bill after another 2 weeks of chasing. 3. Raised my direct debit to £250 with no explanation. It transpired I was only using £120 - £140 a month. Took so much extra money that I ended up almost £600 in credit over 3 months! British has kept this money until I demanded it back & changed my direct debit to reflect my usage. No doubt gaining interest in their account for months. Then a month later tried to suggest I raise my direct debit to £418! I called again, was told this was an error on my account… again. Apologised & refunded after more weeks of chasing. 4. In October 22 the monthly bill went back up to almost £400… from £250. Again no explanation. So I tested this bill. I turned my central heating on in November.. bill was £400. Turned it off ever since & the bill was STILL almost £400, work that one out? 5. Realised I was the subject of a scam somewhere along the line so I tracked my usage using the app.. my bill bizarrely did not reflect the stated usage on the app & there was an additional £120-£180 being added to my bill monthly with again, NO explanation. 6. Left British gas because I would be crazy to stay after all the issues highlighted above. switched to EON. EONs bill for the month? £180! So why was my bill with British gas so high? 7. Recieved the final bill from British gas… gas £149 for 1.5 week of usage! Electric £84 (I’d insert a laughing emoji if I could) this is with no central heating being turned on & the gas is only used to heat the bath/shower/sink once ever other day (we shower at work) I called & made yet another complaint. Now getting a refund & owe nothing… but had I not called them I would’ve had to pay this fictitious bill! Again, apologised & refund issued after another week of chasing them. 8. Parents are elderly & own a very large 6 bed house, their bill for the month? £230.. with central heating on daily & no benefits coming in aside from pensions (EON) I own a 4 bed house, no central heating on bar one month of the year, my bill? £400! (British gas) DO NOT use this company unless you want to pay a variety of fictitious charges that you do not legitimately owe! Thankfully since I realised British gas were scamming me somewhere along the line & have been gathering evidence ever since. I feel extremely confident with the evidence I have been keeping since last year that winning in court would not be an issue according to my solicitor. Please save your money & go with EON, octopus, utility warehouse etc. the customer service is better, you will save a lot of money, you can avoid being scammed by British gas & complaints are responded to in a timely manner.. as opposed to not at all & you are not subject to imaginary charges that have clearly been completely made up by British gas! Awful experience, after being a loyal customer for over 8 years previously, I will never return to British gas, EVER.”

Helpful Report

Posted 2 years ago

“It takes ages to load up when it is working. Also you cannot use to update your bill.”

Helpful Report

Posted 2 years ago

“British Gas and the dire customer service, don't listen and are condescending. I was consistently given the wrong info and everytime I questioned this she became abrasive and spoke to me like I was an idiot. Turns out I was right all along it was the meter and not my gas consumption. Been with the company for years, now in the process of switching and and for what it's worth I have put in a complaint.”

Helpful Report

Posted 2 years ago

“Tried several time to contact these charlatans, nearly three hours wasted. There app is pretty much useless as well. States we are working on a new app, really for the last six months. How does a company like this get away with such poor service”

Helpful Report

Posted 2 years ago

“i moved house in Dec 2022 logged onto my account and added new address for transferring my homecare i am not with BG for my gas or electricity thank goodness logged on to arrrange a service still old address cant book service not due so i again changed address details got email from BG acknowledging this logged on again still old address tried to ring BG couldnt speak to anyone today i got through but couldnt change address old address still on system £28 a month direst debit cancelled”

Helpful Report

Posted 2 years ago

“I have been with British Gas for 6 months and I have never managed to speak to an actual human over the phone. One time I waited for so long that I actually cried out of frustration. Ever since I have used the "chat". It is literally impossible to know if there are any humans there either, since they all give you the exact same scripted answers. AVOID THIS COMPANY! I have had problems since the start and absolutely no help. If you encounter any problems, good luck finding any help!”

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Posted 2 years ago

“On the phone to BG for an hour, passed on 4 times to a different person, every time I have to pass security check. I just wanted to know if they have an option for selling back to the grid because I am about to purchase solar panels. Customer service in South Africa didn't have a clue what I was talking about. Unfortunately, me and British Gas are parting company after several years”

Helpful Report

Posted 2 years ago

“Absolutely unacceptable! I waited for an hour to get through to someone. I am a new customer so literally asking them to take my money and they can't even get that right! WOW. after waiting for an hour I got transferred a few times for the agent to tell me they only deal with business clients.”

Helpful Report

Posted 2 years ago

“APPALLING SERVICE - waited nearly an hour, finally got through and they immediately put me on hold, absolutely disgraceful !!!!!”

Helpful Report

Posted 2 years ago

“Awful can’t top up on app telephone or guest link or post office I will have no gas soon Wish I never came as a new customer worst supplier I’ve ever had”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,127 reviews