British Gas Reviews

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

1.2 Rating 3,248 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

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Metrics

1.2

Based on 3,248 reviews

Customer Service
Communication Channels	Telephone, Live Chat

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 21st December 2025

105

Anonymous

Anonymous // 01/01/2019

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

“Appalling. Forget Customer Complaintsin South Africa. It is like maffie and no concern to resolve problems. Avoid at all costs/”

Helpful Report

Posted 2 years ago

“This should be NO STARS. The app is terrible, and has been this way since I joined the smart meter brigade. When trying to top up my meter it jumps about goes off and back on then jumps around some more. I have had money taken from my bank account but not gone on meter, had to chase them up about it. Customer service need to have lessons how to talk to people. A few weeks ago I went away for 10 days with £13 on meter which should have been enough for charges and fridge and freezer I topped up after being away for 8 days. When i returned home NO ELECTRIC food in fridge and freezer completely defrosted and ruined, emergency did not trip in as I hadn't " signed up" for it. I thought that it would be done automatically. Today I cannot top up online as the system is down AGAIN. Also not including the charges how am I using £4 a day for just the fridge and freezer and tv. With occasional airfryer????????????????”

Helpful Report

Posted 2 years ago

“Nothing has gone right let alone wrong British Gas are bang out of order they have left my mum who has copd arthritis anxiety in a right mess they agreed to only take £4.70 a week for her bill to be paid but every time she tops up £10 they take £5 if she puts £20 they take £10 the Gas meter has had in total this month from the 20th to 30th september 2023 £55 and she has been left with £8 out of £55 which is ridiculous when she phones them she gets an argumentative twat they wont let her move companies until its paid off i would not recommend this company they are robbing vulnerable customers and their pathetic excuses are “the meter must be faulty” not to mention that every shop my mum has been to that do payzone which is only how she can top up her meters they all have refused british gas on the grounds of them being robbed by them”

Helpful Report

Posted 2 years ago

“The worst ever customer service with British Gas, so left to join another supplier!! Trying to get my final bill paid, they continue to try to overcharge me by 100 pound even though a operator has explained this is wrong!!! Do await paper bill she said she would send, today received email with original amount 100 more and threat of debt agency if I don’t pay ? Submitted second complaint ? Awful way in which to treat customers ?”

Helpful Report

Posted 2 years ago

“I had to give 1 star to write a review. APPALING ! DISGRACEFUL! Customer service is absolutely APPALLING! British Gas made it their mission to be the worst in the business. Trying to speak to someone about a bill takes about 1h 30mins at MINIMUM per day and bear in mind, you need to call days on end to sort it out! Once you do manage to speak to someone, don't expect any help or solutions to your problems. It's as if they're reading from a script and have no ability to think. They show no empathy or understanding of your situation and seem more interested in passing the buck than actually resolving the issue.”

Helpful Report

Posted 2 years ago

“The app and web site is totally ridiculous, you can not access anything to do with your payment details, only what they want you to see. I found out by phoning I had £350 credit, and I asked for it back, and got it back. After many years of being with British gas, it is looking like time to go. I have complaned for over a year, spoken to that many people on live chat and phone, I am immensely confused. I ask once again, why! can we not see our payment details and tariff details on the app, or web site why ?”

Helpful Report

Posted 2 years ago

“It has to be the worst company I have ever experienced, customer service no existing told lie after lie faulty towers is run better disgrace”

Helpful Report

Posted 2 years ago

“British gas have contravened the BS standards on my installation. No water checks were carried out so I had no heating from October until April. They carried out 4 power flushes to rectify but still the system is blocked. They admit that they do not carry out the water tests to the 7593 and do not check the PH balance even though the new rules are mandatory. The operations Manager did not know what the New Part L regs are so how are they being followed. The customer now has to pay to put right the block caused from the magnetite sludge running through the system and causing the massive block. Do not use this company.”

Helpful Report

Posted 2 years ago

“Absolutely bad customer service and when they take a holding deposit for your account once you cancel due to their bad service they do not refund you, such big scammers. Do not deal with them very bad company and no interest in the customer, just keep taking your money even though they are incompetent.”

Helpful Report

Posted 2 years ago

“Left my parents, who were both at end of life Without servicing their boiler for two years, whilst they were in contract for yearly services. This upset them, they rang persistently to chase as did we, explaining their circumstances. One cold, heartless company. AVOID”

Helpful Report

Posted 2 years ago

“The company is beyond incompetent and I haven't even joined them yet! Took down an incorrect supply address, initially told me they couldn't change it although they would be transferring the supply of someone else and after an hour on the phone managed to change it but couldn't send me a corrected contract. Wasted a whole afternoon with nonsensical drivel coming back at me and I'm staying with Octopus. Lucky escape on my part.”

Helpful Report

Posted 2 years ago

“Having ceased my long standing Homecare agreement because of problems, I hoped my worst experiences with British Gas were behind me only to now find that in addition to taking money from my energy account to pay the bills British Gas have taken an additional £1300+ out of the account without explanation. I sought clarity only to be told that the account was up to date. I have put in a formal complaint and am 13 days into their 21 day promise of a reply. I wouldn’t put money of their promise being met.”

Helpful Report

Posted 2 years ago

“almost 2 years chasing them to get an online account, it's literally the worst customer service I've been seen”

Helpful Report

Posted 2 years ago

“Absolutely useless, wrong tariff input so reading are us . No reply from so called customer service”

Helpful Report

Posted 2 years ago

“Absolutely disgusting company. I am on a prepayment meter and was struggling to top up both gas and electricity. Both were completely off supply. Also on the priority register. According to ofgem, in this situation energy supplier must support you with credit until you are able to top up. I was told to choose. They would only support me with gas OR electric. They proposed I went without gas or electricity supply over night. I have young children. 1.5 hours I spent on the phone and the woman caused me so much distress she made me shout, swear and eventually reduced me to tears. The phone was cut off so I called back, and spoke with a lovely lady who had no issues in providing support with both the gas and electricity. 2 hours it took for a resolution and a lot of unnecessary distress. Unfortunately my tenancy stipulates I cannot change suppliers, otherwise this would be my next step. British Gas, are arrogant, unhelpful and cruel”

Helpful Report

Posted 2 years ago

“This is absolutely beyond satire; You may find this hard to believe: c Feb 2022, a letter from BG, 'Your new acc' with us...we'll write again soon'. Previous supplier (Together Energy) collapsed, as did many. *Note: Its OFFGEM who hand these accounts to alt' firms, without any consultation or choice of supplier! More letters from BG. No speak of Direct Debit, so I write to them requesting they set one up. Ignored! Then, a £470 bill. I phone (usual wait is c20-min's), I write. Next, a £830 bill. More letters and calls from me. More junk mail from them! In Sept 2022, I took it to Ombudsman Services. Late October, BG's own Ombudsman Complaints Team call: "We apologise .......(etc etc), I will call back in two days to take card details and set-up a DD for you. She did, I quoted the card data, she advised "1st payment on 3rd December". On 6th Dec, I checked the bank acc: No payment AND no mention of BG on the account! The bank's Fraud Team said "It’s probably just an error from BG". By Xmas, an investigator at Ombudsman Services rang and said "Yes, I agree with you; BG must follow these steps by (whatever date)" and listed such steps. BG failed to implement one of them! More junk mail, more bills. I have ALL correspondence sent by me and received from BG; my own file on them! One letter says 'we have a new system; You have a new acc' number', but they continue to use the old customer #! An address on the rear of bills has changed from Nottingham to Sheffield (or vice-versa), plus the return address on the rear of their envelopes is Winchester (though one is from elsewhere!)! Now, I have THREE new bills totalling £6'300+. I have Citizens Advice on it and they're overloaded with this stuff! *Incidentally, the Ombudsman Services are NOT a Gov agency as you may well assume, they are a company, a private concern. Yes folks, it’s all been privatised, not just the NHS! [To do this, I have to select star ratings on the RHS; I don't want to give this org' any stars, as others have said here.]”

Helpful Report

Posted 2 years ago

“Only interested in money despite being funded by the British tax payer. For them to announce profits of nearly £1billion. They pretend they care for you as a customer. They will shut you up by saying the estimated bill is paid only to send you a document of another customers account contravening GDPR law via email. Give you crazy estimated readings to the tune of £3000 charge for less than a months gas for a 2 bed home. My complaint with British gas is ongoing. I have been on the phone numerous times, last call was after speaking for nearly 40minutes the Indian call centre lady said their manager will contact back after the weekend at 11am they never did. They are a pathetic excuse of a business. Lies - don't go near them. "Looking after your World" they really do not. When will this business learn? more time I'm going to waste sorting this mess out...”

Helpful Report

Posted 2 years ago

“the old app use to show use over the month with grapps .. think the new one is useless . gives no info at all really bad app. when the old one use to be great”

Helpful Report

Posted 2 years ago

“Your mobile app has went from bad to worse. I can’t see my bills. It asks me to select which account I want to see but doesn’t show me any accounts. Also I cannot find where I can submit a metre reading. The app on mobile phone is worse than useless as it merges everything together and you can’t make head or tail of what to do. I complained about the app a number of YEARS AGO and nothing has changed for the better. British Gas don’t listen so I’m not expecting anything to change after my, and others comments”

Helpful Report

Posted 2 years ago

“Spent four hours over a few days just trying to change address, give final readings etc. Many attempted phone calls only to be told to do it online. I tried many times to do it online however as I have 2 accounts was told to phone. I was number 389 in the queue to chat online and then got a BOT! Finally spoke to someone today who said she couldn’t do it today. I asked to speak to a manager numerous times, didn’t happen. Appalling service.”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,248 reviews