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

“I have paid my bill every month and do not intend to stop. BG claims I have debt with them, which is naturally reducing over the summer. I have told them I will look at the outstanding amount in October, and pay it in full. I will also leave British Gas at this point.”

Helpful Report

Posted 2 years ago

“Wow, I will be switching insurance once we get our sink and shower sorted. We have been told the wrong issue which led to a worse leak. We then have been cancelled on twice as their system didn't seem to understand. I am now having to re-raise a request rather then the company making the request and coming asap. On top of that, they are requesting I pay another visit fee....for an issue they already came to look at and were suppose to fix but haven't shown up twice. Such terrible service. Homeserve here we come.”

Helpful Report

Posted 2 years ago

“A circus tent held up by toothpicks Atrocious customer service. Spoke to about 10 different people today, all passing the buck to another department. I literally just needed to confirm a few details for a home move but it's taken all day. I halfway finished setting up with one person, who then gave me the wrong tariff information. After I pointed it out and asked for the cheaper tariff, I was hung up on. I then received a cursory 1-second call-back-and-hang-up, assumedly so she could say she attempted a callback. Waited 40 more minutes for a real callback as assured by the robotic machine voice, didn't happen. Was also promised £150 credit for sticking with British gas. Nobody I've spoken to has been able to confirm this. At this point, I will probably be switching to a cheaper company with better customer service. The credit was the only reason I was staying with BG, but if they can't even deliver on their promises, there's no point putting myself through the hassle of this terrible customer service. Also, your website logs me out after about 20 minutes every time, then I have to go through two pages to log back in. It's 2023, your website shouldn't be giving a 2005 customer experience. Edit: Cancelled and went with Octopus. Set up in 36 minutes. Still waiting on that callback from British Gas. lmao Edit: Since leaving British Gas, they've continually sent me threatening letters and emails regarding a "final bill" that was paid via their own website well before these started. Threatening to send a debt collection agency and then charge me for it. They don't list any phone number and make it as difficult as possible to contact them to say "HEY! I PAID IT OVER A WEEK AGO!" So glad I've left this utterly terrible company. Edit 2: I spent an hour on the phone to an advisor who said that they would sort it out. Then I got an email saying that I paid the money on the new system but they needed me to pay it on the old system (???). They refunded my money to my bank account and have asked me to pay it again, but differently, but have not explained how paying it again will lead to a different result or how to pay it so that they'll actually accept the money. It seems like British Gas is deeply confused about their own processes and is passing that confusion on to the customer. So, back on the phone I go for another hour to speak to more people who are more confused than I am.”

Helpful Report

Posted 2 years ago

“Absolutely useless rang customer service said somebody will ring back next day or two, rang them back up two weeks later, they said I would receive a letter regarding the problem in the next couple of days guess what no letter after two weeks waiting. This is no way of running a company making billions...”

Helpful Report

Posted 2 years ago

“Absolutely abysmal. I have been trying to get a meter issue sorted since January. Each time I contact them I have to explain it all over again, which takes over an hour. I can't believe they can run the business like this. The online chat is next to useless, takes ages to explain very simple instructions and you are promised appointments that never materialise. 0/10, 1 star is generous.”

Helpful Report

Posted 2 years ago

“Complaint ref. 5023866128 British Gas sneaked past staff to install smart meter with half hourly tariff without by law required customer agreement MOP contract resulting in bills tripling causing collapse of business. The true reason BG & Arvato fell out is that Arvato discovered BG's illegal tactics. BG should face substantial fines. Any lawyer want my evidence contact Rose Cottage Tavern Ltd?”

Helpful Report

Posted 2 years ago

“Customer service on the live chat was rubbish. I called because they Changed my customer account number with no explanation in writing beforehand for gas and electricity so the purpose of the call was just to check whether I also needed to amend the payment details I hold for paying my bills through online banking. No help whatsoever, couldn’t answer my main question then got told I had to contact Utilities Direct as I was not with British Gas! My bill clearly said it was!! The live chat then ended for no reason. This took a phone call speaking to a person on the phone to resolve!”

Helpful Report

Posted 2 years ago

“SHOCKING, I feel sorry for the customer service advisors, they must have to deal with a lot of angry customers. British Gas used to be at the top of the energy company game with a reputation that brought customers to its door. Having been a customer for over 30 years, I am disgusted at the number of issues I have faced with them this year. Their wait time to deal with queries is shocking and I have not had a single issue dealt with in one phone call. It has often taken the entire day or spanned across multiple days. I have spent the entire day today trying to resolve an issue, I am now on hold on my fourth phone call to them!!!!”

Helpful Report

Posted 2 years ago

“Paying 400 a month and still in dept of 2k Got solar panels we are in summer 2 people and 1 child in the dwelling what in the earth we can't finish our bills at all and no help”

Helpful Report

Posted 2 years ago

“Well, where do I start… it was a dark cold day last October.. when my usage went from £1400 a month to £34,000… it’s been a S…show since then..After sending numerous of photos of a meter I believed to be faulty.. A case handler and a near nervous breakdown… I complain to The energy Ombudsman.. who believe that there is a fault with the meter and go in my favour and we come to a agreement a check meter is to be fitted next to my original meter! (Yay) you think this would be the end of it, and all faults would be rectified and correct bill would be sent… Ohhhh no no no IMserve come out to remove check meter and actually remove my ACTUAL ELECTRIC METER! On said day I phone both BG business and IMserve who both blame each other..shock horror apparently there was never a fault with electric meter IMserve removed… even tho one rate never moved in several months and I was getting charged THOUSANDS a month (all estimated) these guys need to join the circus 🤡 clowns. still 11 months later NO bill… incompetence at it worst, never have I experienced such awful dreadful service. I would give it a zero if possible.. They expect people to roll while they rob you. DO NOT USE THESE THIEVES”

Helpful Report

Posted 2 years ago

“one hour on the phone/live chat. 4 different people and the fairly simple request of moving home and changing the account to the new property still unresolved. Infuriating and really stupid old/new system. Even when you explain to them exactly what the previous person told you, they start from scratch. and still not achieev anything. And then call you for a telephone survey of their customer services. not sure what they are thinking... just dreadful customer service.”

Helpful Report

Posted 2 years ago

“COMPLAINT 05133302 COMPLAINT 05133302 British gas fraudulently merged my account with my relatives and took money from my direct debit to pay for her energy. I filed a complaint well over a month ago about it and made numerous calls, emails and live chats trying to sort it but they never bothered so we both left british gas supply. To this day the case handler PRIYANKA SALUNKE has ignored the complaint and repeatedly tried to forcibly close it down. I wish I worked for british gas because clearly people like PRIYANKA get paid to SIT AND DO NOTHING ALL DAY. After being on live chat 5 times since I am promised 'a response within 48 hours' which either doesnt happen at all, or is just priyanka trying to close the case down without ever bothering to reply. The matter will now be escalated to the ombudsman as to why they used my account for someone elses address and took money from mine to pay someone elses bills and didnt sort it out. All my emails = TOTALLY IGNORED. Contacted them on social media, still not sorted. SHOCKING. Never did get the money back that they STOLE to pay someone elses bill. AVOID AVOID AVOID.”

Helpful Report

Posted 2 years ago

“Handlers don’t listen. Repeat themselves over and over again. It’s tiring. Attitude stinks. Unable to move off of their script. Want to charge me and a 12 year old £175 a month … other companies are confirming we use only £109 is gas and electric together! British Gas are greedy and Employ snowflakes”

Helpful Report

Posted 2 years ago

“Don’t waste your time, don’t care about the customer. Been waiting 8mths for meter repair, while they estimate the bills paying more then I need to. 3 cancels on there end after time they where due to attend. People say they will call never do complete waste of time”

Helpful Report

Posted 2 years ago

“WTF is going on with British Gas it's not OK to estimate bills for thousands of pounds a month and then threaten debt collection agencies if you don't pay,this is extortion with menaces, send me the actual bill from the correct readings and I will pay my bill you time wasting robbing bastards!”

Helpful Report

Posted 2 years ago

“This Company should have the word British taken from them. They are a disgrace. Warning, if you have solar, move to another company as they will look for ways to stop you generating your own power to you have to buy theirs. April reported that my live smart meter data stopped recorded, rang countless times and told at least six different stories why this was happening, after 3 months asked for deadlock letter to find my complaint actually had just been binned. Complaint reopened and engineer sent to my property to look at the meter, decided to replace but DESTROYED my solar set up in the process. Cost hundreds to get another firm out to connect back up safely When area Manager tasked to visit to review problems, couldnt be bothered coming and instead insinuated i was a liar and was intending to report my solar install which he said was illegal, total rubbish. Attempt to bully. If had been a man, he would not have spoken to me in that threatening way to try to frighten me into not complaining. Meanwhile the new meter fails to give live data also. They are a disgrace matter now with ombudsman and next its Court for these incompitent , discriminating, exploiters. Only stay with British Gas if you are happy to be overcharged, lied to, fobbed off threatened , discriminated against, and have deep pockets to pay electricians to repair your wiring and happy to have them frustrate your attempts to generate and use your own power.”

Helpful Report

Posted 2 years ago

“Do not get BG to do any work in your home unless you want a nightmare. After promising "the best possible heating solution for my home" it has been an absolute farse because they haven't. I could write a book but to come to the point, cold house through winter 2022 numerous complaints including torn 4k carpet unnecessary broken bathroom wall tiles, storage tanks left in loft, unused pipes left hanging, creaking floor boards and more. After almost a year they still haven't put things right. I'm 81yrs and I think that they are just hoping that I pop my clogs. They don't care about their customers and from all account not even their engineers. Roy O'Grady.”

Helpful Report

Posted 2 years ago

“As a previous BG customer due to people's energy collapse, I should have known better than to return to them. My transfer was set up as gas only instead of dual for the EV tariff? A week of trying to resolve this has driven me beyond distraction.”

Helpful Report

Posted 2 years ago

“Rip off stay clear - we pay more in standing charge then we use electric. Never ever agree to a renewal contract over the phone if you have a buisness . There is NO cooling off period and you are not protected if you change your mind or like me find out they had your eyes by charging £4.57 a day standing charge which is the most of all electirc suppliers around & customer service is rude , dismissive and most unhelpfull with a waiting time on the phone of over 1 hour ....you couldn't make it up. Make sure you check out other option take your time !”

Helpful Report

Posted 2 years ago

“If you want to waste your time and be totally ignored with any phone calls or emails this is the company to be with. The call centre staff must be laughing at you when you are calling them. Past from one to another rude person. Actually thought after 90mins on the phone I was speaking to someone who was going to resolve my enquiry...Yeah 3 months later NOTHING!”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,206 reviews