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

“Having tried to hike my annual HomeCare cost by more than 25% but then agreeing to “allow me” to continue paying more than £300 for the privilege, two months later I learn they have cancelled my account. Learning this fact itself was not easy; I spoke to three different customer service executives, being passed from one to another without warning, only to be cut off by the last. I then resorted to on-line chat but, eventually, realised this was futile as I was communicating with someone who either had not a clue what to do or who was trained in customer frustration tactics (I have the transcript to prove it!). Anyway, the point is that British Gas HomeCare is without doubt the worst company with which I have ever had the misfortune to engage.”

Helpful Report

Posted 6 years ago

“I call for an emergency and the offices are closed at 8pm on a Monday. Also called yesterday and it was closed, reasonable as it’s Sunday but I can’t top up at all because the app is forever down and no one is available to help me. It’s ridiculous!”

Helpful Report

Posted 6 years ago

“I've been a BG Homecare customer for over 30 years and feel compelled to comment on their ever decreasing customer offer. Firstly there is the annual pantomime of the renewal process where they unsuccessfully attempt to increase my premium by +30%. The most recent farce involves booking a service. Having received both an email reminder and a prompt on my customer account web page from British Gas, I find that the next available appointment is the 12th of March, two months away. Apparently there is a shortage of engineers and "they're very busy just now|". This and the annoying habit of increasing and then dramatically decreasing my monthly direct debit despite my account being always in credit has finally persuaded my to change suppliers for both my energy requirements and Homecare. There is just another case where customer loyalty is not appreciated.”

Helpful Report

Posted 6 years ago

“I have BG Home care have done for 8 years first time call out week before xmas and told need new exchange unit. Came to fit it and did not seal pipes flooded my house. 2nd eng came to fix it broke the front panel on boiler and blew electrics. 3rd eng came to service it not to fix it. 4th eng tried to fix it but broke it even more and said he would order parts. 5th eng said no parts had been ordered and fixed it by applying black gaffer tape to it. 6th eng was very apologetic tried his best got it all working and said he couldn't get the parts to fix it. Raised an official complaint told will contact me in 48hrs. A week later and no contact was made so I rang them back and was told I will defiantly be contacted within the next day. That was a week and 1/2 ago. Just rang again and they still had not processed my complaint. Please do not use British Gas customer service worst I ever experienced. Engineers Skill very Poor. Complete waste of money. So from a Boiler that was not working the central heating to a complete mess and completely broken boiler all over Xmas.”

Helpful Report

Posted 6 years ago

“WORST COMPANY IN THE WORLD!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 6 years ago

“would give them a zero star if the option was available.Have appliance breakdown insurance with been with them 3years or so on recommendation of friends.Never needed to call them until my washing machine broke down on 21st December,rather than mess about on the phone booked the appointment online.This appointment was for 3rd Jan.between hours of 8am -1pm.Well 1pm came and went.2pm came and went.Then at 230pm i spoke online (via chat live)on my account.First of greeted with good evening since when was 230pm evening in the uk so reminded this person it was afternoon in uk.Really useless speaking to them.Then spoke to another person who did actually get Mark from british gas to phone me at 320pm.Mark assured me that their had been a mix up my appointment wasn't the morning one i had waited for but because it had been contracted out to ANS it was an all day appointment and they had left a message on Tylers phone for him to get back to me with ETA,but rest assured an engineer would be with me before 6pm,and due to the fact this engineer was possibly busy fixing someone elses appliance or even driving and that could be why they haven't got back to me.Well 6 pm came and went and yes you got it no one turned up.7pm called british gas again engineer could still call but if you feel it's too late call us back and we will rebook your appointment.Contacted online live chat again number given for ANS call them leave message (still no call back from them) spoke via social media its A & S another company number given call them no joy there either. At 830pm called them again this time getting through to Isabelle,very polite and trying to be helpful,she doesn't think the engineer will call now so she will start raising a complaint and rebooking an appointment.Comes back with the appointment 15th January asked her if she was having a laugh 4 weeks without a washer how do i do my washing for the previous 2 weeks ? take it to a dry cleaners how do i get it there where is there a dry cleaners locally to me?The cost of dry cleaning.Puts her manager on who just as useless as what Isabelle was again reiterating the same date for an appointment reschedule.Utter useless and a waste of my day and time,my complaint had been submitted and someone will contact me about it.If i like i can phone up at 8am to see if there is an earlier appointment..At 1030pm (ish) my appointment is still showing on my account and still showing that it was still going ahead.So 7am today get online to my account spoke again to chat adviser who let it slip that my appointment was never going to happen because due to issues with the system.So they knew yesterday that no one was going to call to fix my washing machine but decided to use that little old chestnut of LIES.Still waiting for complaints to get in touch with what they are going to do to rectify this matter.If anyone is thinking of taking out British Gas appliance cover don't avoid at all costs.Rogues and LIARS.On social media trying to fob me off with they do not lie biggest joke of all time.”

Helpful Report

Posted 6 years ago

“BG engineer burst our main water pipe while fixing our heating, in the night flooded our new kitchen through the ceiling electrics and side units. Took almost two days to fix after 5 different engineers turned up saying they didn't have the tools!! no working toilet or hot water for almost two days! absolutely atrocious service from British gas home care. The final guy was from Dyno, he was brilliant didn't have to smash up our new bathroom tiles to access the pipe as I was told by other engineers! this caused so much stress, we lost money on pre paid for events having to keep waiting in for someone else to arrive from BG only to be told he didn't have the tools again! and apparently he was told to come to us anyway even though he told BG he didn't have the tools and he wouldn't be able to fix the problem! Still waiting for a manager to call me back about my complaint!”

Helpful Report

Posted 6 years ago

“I don’t usually write reviews but I have just started using British Gas online & I must say how user friendly it is. Not only that but when I need to speak to an advisor on the phone there call back service was really quick. I have always had good customer service from them but they could give some of the so-called communication companies a run for their money!”

Helpful Report

Posted 6 years ago

“I am having my kitchen floor tiled. I have a stand alone gas cooker and am a British Gas customer. The cooker has a very short chain so I will need to have the cooker disconnected to enable the tiler to get to where the it stands. I will then need the same cooker reconnected. British Gas have just quoted me £73.53 to have the cooker disconnected and then a further £110.29 to have the same one reconnected. Yes, very nearly £200! This is more than the actual tiles cost!! Shame on the greedy British Gas and entirely irresponsible of them too as I think some people might try to do the job themselves and could put themselves and others at risk.”

Helpful Report

Posted 6 years ago

“Leaving BG, very disappointing service We have currently moved in to a property with smart meters. I have called BG to asks them to switch off the smart function or revert the meter to a traditional one as it is interfering my relative's pacemaker. The customer service was unhelpful and patronizing. I am so disappointed with their customer service. Will switch to a different supplier. I have cancelled my insurance with them too. Dont want to do anything with a company who cares so little.”

Helpful Report

Posted 6 years ago

“British gas are the biggest joke of a company to deal with, only that the outcome of dealing with them was no joke. We have been left with no gas over the last two weeks, making christmas a VERY cold one with no hot food. Had british gas done their job properly, everything would have been fine. But as they fitted us with a new (broken) meter and we were unable to top up. They have been round 4 times in the last week to put emergency gas on our meter but the top-up problem still isn't fixed. BRITISH GAS CAN DO ONE, IF YOU'RE THINKING OF SIGNING UP TO THIS DEHUMINISING COMPANY THEN THINK AGAIN.”

Helpful Report

Posted 6 years ago

“Your letter: CMN/DCL/LET1 211218 851010946322 It was agreed in chat online that my energy bill is paid by direct debit on the 28th of each month starting on 28th December 2018 at the agreed amount of £65.50 per month for a period of six months. Your letter PAY/PSC/CHGE/DDIN/CR 131218 showing my bank account details and amount(s) payable indicates that you have agreed to payment by direct debit. Your paragraph 'making life easier for you' I have questions. Why have you not taken the agreed amount from my bank? Will you please refrain from sending frightening letters with threatening overtones? Will you please read the online chats to confirm the above? dd David Dorrington NR147T/21”

Helpful Report

Posted 6 years ago

“So glad i left this company suppose to have serviced my boiler for years after me paying £28 monthly for the service. After leaving british gas I got an independant gas service engineer to service my boiler and he said this has never been serviced in years aparentely theres a bowl in the boiler that collects sediment and is supposed to be emptied and it had never been emptied my water and heating has never been as hot ill be sticking to the independant engineer from now one British gas your a disgrace”

Helpful Report

Posted 6 years ago

“Trustpilot reviews Categories My Reviews My Settings Help LOG OUT Alternate Text anna London, GB For companies Your review counts! You reviewed British Gas Add photo anna anna 24 reviews London, GB Star 1 Star 2 Star 3 Star 4 Star 5 Updated just now Simply shambolic!! Homecare boiler cover and customer service quite shambolic!! Repair job not properly done in the first place led to boiler breaking down the very next day and again after few weeks! Had to call my own plumber as BG would not send an engineer till the Monday leaving a family with no boiler for the whole weekend. When the boiler broke down again after a few weeks a different BG engineer attended and was meant to come back the following day with the part that should have been replaced in the first place. Guess what? He couldn't as he received the wrong part! When he finally turns up a few days later with the right part guess what? He manages to change it but another part which was perfectly fine before he puts his hands on it, breaks down. So he replaces that one too but guess what? Another part breaks down and guess what? He doesn't have it in his van because coincidence he used it the previous day and didn't replace it! So he has to order it and has to come back the following day leaving us with no heating and no hot water! I ask to borrow an electric heater but guess what? Roo much to ask....He hasn't got one in his van! I have complained to BG customers service and a Mr Shah from the Leicester team promise 100% to call me back on the 12th of December after one of the several engineer's visit but guess what?? I'm still waiting despite I called them again on the 14th to enquire about my complaint. So not just incompetent engineers but also appalling customers service. Well done British Gas! Won't recommend to anyone!!”

Helpful Report

Posted 6 years ago

“Its a shame you cannot pick '0' stars! Awful service - or lack of! As some of the other reviews here state - took a day off work for an annual boiler service - first one after taking out the cover, told engineer would arrive between 8 and 1, no update online just constantly says 'in your area' call up to chase after no one turned up, and I was told that I was the next job but the agent would check for me, then told after being on hold, that the job had to be cancelled. The agent was polite and it was not her fault, although complete lack of customer service with no communication in regard to the cancellation and a day off work wasted.”

Helpful Report

Posted 6 years ago

“Took the day off work for an engineer visit told between 12pm and 6pm get a phone call at 5:30pm to say the engineer wont be here. Useless no explanation just tough. Will not be renewing contact since this is the way they treat the customer.”

Helpful Report

Posted 6 years ago

“7 days still not hot water & NO update for 3 days now... After waiting patiently for 4 appointments (over 28 hours of waiting), I am still without hot water. I also have explained I have a medical condition which makes me more prone to this problem. The job is not even a complex one. I am tempted to just sort it out privately for £100 or so. - I have had to call British Gas 12 times so far. - On Friday I pushed to speak to a manager. The manager apologised and promised to call me back but he did not. - I chased up yesterday (a 43 minutes long call), they apologised again, but again failed to call back with an update. It is Sunday now, still no hot water or update. Not what I expected after paying for the most expensive homecare cover for over 18 months. The worse thing is its not even a complex job, 2 commonly available parts need replacing. Given I have a medical condition, I asked British Gas if I can pay someone privately to fix it as despite paying my monthly fee to have this sorted by British Gas, the main priority is to have hot water. They said they would not cover the costs and advised me to use a kettle instead for hot water. When the manager I complained to then messes you around and doesn't bother calling back with an update you know something is seriously wrong. I have a job so I have to take time out to be home available and it is super frustrating after the 6-hour time slot has ended that they call me to say they can't make it. I have lost out financially by not being at work, paying a monthly fee for nothing and still no fix or idea of when someone will come. Oh yeh and for this eventual fix, I have to pay a £60 excess fee on top of the monthly fee which is a complete joke! Stay away from British Gas. Terrible company. Terrible engineers. Terrible managers.”

Helpful Report

Posted 6 years ago

“Absolutely rubbish service is horrible keep on opening accounts in my old address off I've ended up with 6 accounts getting bills every 4 months every time I speak with somebody they promised me that the accounts are being closed down and a few days / weeks / months later I receive more bills absolutely disgusting. Never use be aware.”

Helpful Report

Posted 6 years ago

“I am with Homecare agreement which has home appliance covered. my Micowave breaks down and report it on the 26th November to get an earliest appointment for 6th December this 11 days later. They called to cancel the appointment on the 3rd and offered me an appointment forthe 14th December. I conplaint that this is not good enough compaint was not logged. I called on 6th to see why no one called for my compaint. Fillany spoke to them on 12th they offered £30 as agood will gesture then again today 14th no one turned up. I have mad another compaint as the appoinment is for the 28th December. I have not had my £30 or anyone who has looked at my microwave. I would give British Gas zero stars and would stay a way from their applicance policies as they take your premiums but have not one to do the work.”

Helpful Report

Posted 6 years ago

“Tried to make an appointment to get my Nu Flame Slimline Radiant HE (6 yrs old) gas fire repaired. First two appointments not attended - actually cancelled without notification from B Gas. Engineer turned up on the third appointment spent a lot of time looking on his computer and about 30 seconds looking at the fire. He then announced that my gas fire was not on his approved list and he could not have not do any repair work on the fire. Thanks British Gas, a waste of around 3 days of my time. You were given full details of my gas fire and it’s problem when I made the appointment. The radiant HE is a popular brand and I rang Nu Flame who confirmed you carry out repairs on their fires. I would give you no stars if it was allowed. Derek Wright”

Helpful Report

Posted 6 years ago

British Gas is rated 1.2 based on 3,141 reviews