British Gas Reviews

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

1.2 Rating 3,206 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,206 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 10th October 2025

104

Anonymous

Anonymous // 01/01/2019

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

“Charging twice for the same period When my daughter moved out of my rental property in Sept 2022 I contacted British Gas, the supplier, to let them know I would be paying the bills from now on until I'd sold the property. The bills kept arriving monthly to The Occupier, I paid them. The last one being December 2022. In February 2023 I contacted British Gas to let them know I'd sold the property and please could they send me a final bill. So they closed The Occupiers account, opened a new account- backdated it to September 2022! I queried this several time as I didn't see why or how British gas could charge again for a portion of energy that had already been paid for? Eventually I spoke with a lady for nearly an hour, who in the end, promised me I had nothing to pay and that the account was now closed. A few days/weeks later I received an email and letter from a debt collection agency for the full amount- backdated to September 2022 and no government subsidy deducted. I have requested a Deadlock letter at least 6 times as I would pay the bill then take it up with Ofgem So far they have completely ignored my request for the Deadlock letter - so I cannot move forward with Ofgem! Apparently they are sorting out my invoices now... but I imagine in the meantime I'll end up with a bad credit rating due to their ineptitude. Date of experience: 22 March 2023”

Helpful Report

Posted 2 years ago

“Absolutely rubbish customer services, smart meter gone off plus top ups wont go on have to input manually i called them 12 days ago they said wait 7 days it will reconnect automatically, which it hasn't and now after 12 days they are saying wait 10 days for them to raise a ticket then ill have to wait another few weeks for them to get an engineer out which is what i asked for originally, so a month down the line and my problems still not sorted, i mean its not like they should be short of staff because with the price of gas and electric we pay they should be a little bit more on top of things. When they want money off us can we say we wait 7 days and if its not in your account call us back then ill raise a ticket and then you will have to wait another 10 days..... Really .... and then the way they spoke to me i told them it was hard for my wife to move furniture to manually put the top up voucher code in to the meters because she is disabled and they asked what her disability was... im glad it was an online chat as i screen shot all the chat so if anyone would like to see it i have proof”

Helpful Report

Posted 2 years ago

“I have phoned 4 times, still no help in resolving my enquiry. Tried LIVE CHAT the person just left. Nothing about how to resolve the issue. I was having a good day UNTIL BRITISH GAS ruined it. I have a problem and no one wants to help. Maybe I should look for another provider. If I could I would have given a half star. Service is now shoddy”

Helpful Report

Posted 2 years ago

“Total and utter disgrace. Rude, liars, cheats, sent me bills for over £2700.00 for a one bedroom flat. Never call me back, dont lodge complaints. Then charge me all the time on estimates when i have a smart meter. Then charge me for gas when i didnt have a boiler for 5 weeks. I HATE this company. Made and make me ill. Ombudsman next then court i would imagine. All services like this are crooks.”

Helpful Report

Posted 2 years ago

“Bills incorrect. Can't reduce DD without their agreement. Can't speak to complaint handlers. Complaints closed for no reason. Do not log all complaints. Can't organise a Smart Meter.”

Helpful Report

Posted 2 years ago

“6-months since we moved into our new property and our gas account still isn’t set up. 4 complaints and an Ombudsman ruling later and the saga continue. Next port of call will be going to court. The worst company and service ever! They are all incompetent.”

Helpful Report

Posted 2 years ago

“Rubbish company.”

Helpful Report

Posted 2 years ago

“Twice over the last 18 months I have asked British Gas engineers out to do a service ( not a reporting a fault) for a boiler and twice the boiler has broken down hours after the service was completed . Until the two visits these boilers had been working .In one case not very well in an old system but still functioning and in the other a boiler only a year old and working perfectly. I find this incredible .All this can be verified by British Gas service records .In neither case had I touched the two boilers concerned .For a period of ten years previously I had no complaint with the service I received from British Gas and I am baffled at to why this should suddenly have changed .”

Helpful Report

Posted 2 years ago

“Called 7 times now. Need meter mode changed. Told call me back. Didn't. Told to message on MSN messenger. Never replied. Told escalated, fixed. Still not done. Told manager will call back, never did. Told when I was advised Friday the 31st it was fixed, 20 mins later they made a note on the account not fixed...Guess what? I had to call again to find this out. Lies, incompetence and VERY poor call handlers, a real language barrier. I have again requested a manger to call me back. And I have requested a transcript of the telephone calls. I am going to ofgem.”

Helpful Report

Posted 2 years ago

“Left us without heating or hot water for 3 weeks when we had a newborn baby at home. Ordered a new boiler with them and installation kept being delayed by their shambolic service.”

Helpful Report

Posted 2 years ago

“The app isn't working again. I can never see my had usage anyway but now I can see very little on the app. I am however able to make a payment. What. A. Surprise.”

Helpful Report

Posted 2 years ago

“Can’t believe that British Gas has passed a supposed outstanding gas bill from my late mother’s estate to debt collectors. My Mum was in a nursing home for a year prior to her passing and we kept upto date with bills for the little energy used, and after sending off a final meter reading showing no usage since previous bill. They still said we had debt outstanding. Atrocious!!!”

Helpful Report

Posted 2 years ago

“Since I moved into a new home 4 months ago, they have been charging me incorrectly for my electricity as they have wrong meter number saved on their records for my flat. I told them about this a number of times as I have called and called and called. Always get shrugged off from the phone calls with the usual "we have escalated this and someone will get back to you". Yet it's months later, never heard anything from anyone and I am very stressed about my finances being affected by this as whoever's bills I am being charged for - they use at least double the electricity as I do. So all in all - horrendous experience.”

Helpful Report

Posted 2 years ago

“This company BRITISH GAS AND DYNO ROD broke the floor, walls of my house and did a lot of damage and cheated. Guys please be careful. I have had Home care 4 For Boiler , central heating, gas , electric contracts with this company. Payment for each month was £48 . I call them when I have problems with the boiler pressure in my house. Unfortunately, In the name of work, the destroyed my entire kitchen in my house , the bathroom floor , kitchen floor and removed my entire kitchen base unit. they did checking to find the pipe leaks for about 4 weeks, put holes in about five different places in my house and suddenly stop working and disappear. When contacted later, I was told that my pipe work was not done properly by the previous workers so they could not come back to do the work. My question is, why didn’t they tell me after the first 2-3!days that they couldn't continue my work for that reason. Then at least I would have no damage in my property. In this damage condition of my house they left me without hot water and heating . I have communicated to them through written letter but no solution till now. I am living in very bad condition without hot water and heating with my family including small children’s .I just want to say that I will take them to court for the damage they have caused me in the name of doing my pipe work. Please beware of such scams. But I believe there are still many good companies in this line, who are honest and trustworthy”

British Gas 1 star review on 27th March 2023

Helpful Report

Posted 2 years ago

“I regret choosing British Gaa. I moved in two years ago. I am yet to receive what I need to enable me to read my meter. Apparently they put me on a waiting list since August 2021. What a mess. I have tried over and over again. Apparently the house already has a smart meter and all I need is a device but I am on a waiting list. Unfortunately I am tied into a contract.”

Helpful Report

Posted 2 years ago

“What can i say, British gas over the last 12 months has caused such stress , not only did they mix up my meter readings, which took months to sort, they are now sending me demand bills for my deceased mother, who lived on her own in a council property, she had no estate, i have already informed British gas of her death and that the property has been passed back to the local authority, to no avail, they now sending me a letter, to my address demanding a payment of £574.71 p I have had a right guts full of British gas, what a incompetent company they are, again i will be going to ofgem to sort them out and this time i will take it all the way, i will be as ruthless as them.”

Helpful Report

Posted 2 years ago

“Shocking service”

Helpful Report

Posted 2 years ago

“I tried to swap in January and it swapped due to debt! I called and asked what debt as I hadn't checked my meter as just a few weeks prior I called regarding my consumption rate and was told if I was due anything it would be CREDITED to my meter. Come the swap day my gas got swapped and I was told on that day a member of British gas added it as DEBT! I told them I only took the £20 as when I first joined yous failed to give me a top up card for 3 days. The day I got the card numbers I topped up £100! After almost 8 weeks of promised call backs and managers lies. I got a manager to listen to that call. Once again no call back and I had to chase this up, finally a lovely woman found the issue seen I called and refunded me. Once again I TOLD yous to ACCEPT MY SWAP ASAP as due to the emotional stress and leg work I had to do I wasn't going to give yous anymore money! The one day when it was cold I went into my emergency and thay convently when yous tried so once again stopped due to 1.98 of debt! I called and was told they need to investigate my debt!! I already done it for you and so did the woman! Now edf have told me they are no longer going to try and now I have a gas meter on pay as you go with a company who refused to take blame and a dry meter with EDF this needs to be sorted!!!!”

Helpful Report

Posted 2 years ago

“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”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,206 reviews