British Gas Reviews

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

1.2 Rating 3,174 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,174 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 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 5th September 2025

British Gas 1 star review on 1st May 2025

103

Anonymous

Anonymous // 01/01/2019

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

“The worst of all , the service is so poor, if you have problem with your top up pay as you go card , forget it . No cards anywhere, and customer service can’t help you at all . I had a small issue, it took 5 days to sort.”

Helpful Report

Posted 11 months ago

“Disgusting live chat agent. I would like to put in an official complaint regarding my experience. 23/09/24 i called you up to arrange for my dad to have a new meter fitted due to 2 X threatening letters you are sending him threatening to cut off his electricity due to having an old meter. You arranged for an engineer to come out on the 24/09/24. I took the day off work waited the whole day for no to arrive. I contacted you via your live chat assistance who apologised and said due to lack of staff no one was available and re-booked the visit for 25/09/24. Today I waited in the whole day to find no one showed. Contacted your live chat today and asked for help the first live chat assistant ended the chat abruptly. I created a new live chat where the woman asked me to wait while she investigated. After being on chat for nearly half an hour saying she would help she ended the chat as well rudely. No explanation no help just went offline. After two attempts at asking for help, I called you up to find out that you have no appointment booked and your live chat adviser on the 24/09/25 lied and did not even re-book the appointment for the 25/09/25. Due to this I wasted another day in the house waiting with no one turning up. I travelled to my dads house for two days, waiting in took days of work for pure incompetence. The woman mentioned she would compensate for the loss of time for the 23/09/24 however i would like to open up a formal complaint regarding the whole experience. This is unacceptable two days wasted. I spoke to 6 live chat agents in 3 days. The whole experience has been stressful and a nightmare.”

Helpful Report

Posted 11 months ago

“B.g are very rude money making company in south Africa...they do not care about the British people or the disabled and elders.wost company ever.i s. Leaving to join OVO .”

Helpful Report

Posted 11 months ago

“Abysmal company. Spent months trying to combat a really high overcharged fin bill. Which was completely wrong on their part. They were adamant that it was correct. I went through their official complaint system, spoke to some people via email and phone to the complaints team. She (Patricia) was no help at all - I even caught her lying to me, after providing proof that what she was saying was a lie. She spent the next 10 minutes apologising on the phone; making sure she was covering her own back - as the call was being recorded. Decided to go to the Energy Ombudsman; that were fantastic by the way. They managed to reduce my final bill by £1200, with an extra £300 "good will" that she told BG to offer. After both sides provided evidence. So it makes you wonder, where on earth did they find this £1200 extra to charge me for, if it never should have been charged in the first place? Scam artists come to mind. The proof provided to the E.O. speaks for itself.”

Helpful Report

Posted 11 months ago

“Only gave one star so l could leave a complaint. Again have waited all day for a engineer checked appointment was still on at 16:27 then at 16:35 get a call saying that they couldn't get to me as the engineer was now on a emergency call. Not the first second or third time British Gas have come up with a excuse for non attendance. Excuse have ranged form the engineer has gone on holiday the parts are in his van and we have no way of accessing them to we didn't knock on the door as there was no car parked on it Absolute shower of SH#*”

Helpful Report

Posted 11 months ago

“Incredibly intransparent. They overcharged us over 900£ when they switched their crm system and we got a new account number all of a sudden. It was such a mess.. so many phone calls and complaints needed to figure it out I had and still dont have an idea what they are charging me for, they can never explain anything. Every invoice they send is confusing and intransparent. I can see how this will become a massive issue for them over time.”

Helpful Report

Posted 11 months ago

“I changed tarrifs and they said there would be no charges, which is what one of their agents confirmed, but they charged £150 to an OAP. Have you not got enough money that you have to take it from OAPs? Any change would not have ever given me a saving of £150 for both tarifs. Shame on you.”

Helpful Report

Posted 11 months ago

“Smart meter only works with electric, gas side doesn't work. Installed 3 years ago and have been on estimated gas bills ever since. They are now coming to change the gas meter which does not register usage tomorrow (ha, ha, ha). Hate to think how much I have overpaid in 3 years and how will they know. I can see a legal case looming.”

Helpful Report

Posted 11 months ago

“As someone has already stated, this has all the potential for a re run of the Post Office Scandal. I would strongly recommend that people contact their MP and BBC watchdog. This is the only way anything will be done. Their complaints department is not interested in any sensible points you try to make.”

Helpful Report

Posted 11 months ago

“Booked a gas boiler service online, and although promising with messages during the day that someone was coming, nobody turned up. No more communication and no apology, stayed in all day waiting, complete time wasters!.”

Helpful Report

Posted 11 months ago

“British Gas lite do not use full of scammers”

Helpful Report

Posted 11 months ago

“No heating. Hot water or means to cook. I have a 6 month old baby. Their call centre in South Africa not fit for purpose. Endless calls being cut off and promising an engineer still waiting. And to think I switched to this service is appalling. I’ll be cancelling my service and going with another with better reviews. Disgusting toy company!! How dare they eve use the name “British Gas””

Helpful Report

Posted 11 months ago

“Absolutely terrible been ringing for 2days day will ring you back 3 times nobody has rung back We have no gas my husband has heart failure and diabetes the prepayment has broken no way of topping up”

Helpful Report

Posted 11 months ago

“Avoid at all cost the top up doesn't go through and when it does it takes it all off you (with no errors) over £100 went missing and they are nothing but rude and abrupt when you speak with them. They tell you to top up again and as a disabled person this is very unacceptable. I have £28 in it 8hour later it was gone AGAIN. And they will do nothing to help you to sort it out. Changing provider to someone more reliable. Avoid British gas at all cost people.”

Helpful Report

Posted 11 months ago

“Worst service I have kids under 4 years old and this smart meter never pick up credit and I have to be wait hours to connect the call Never suggest anyone British Gas it’s worse service”

Helpful Report

Posted 11 months ago

“Worst company ever”

Helpful Report

Posted 11 months ago

“Awful, awful, awful...elderly dad waited in all day for engineer to install a smart meter which he doesn't even want, only for engineer to cancel at the last minute...this appointment has taken weeks to arrange. I'm so angry I can barely type.. the stress of having to deal with british gas has been awful and it has taken hours upon hours on the phone to arrange the installation and now this has happened..furious.”

Helpful Report

Posted 11 months ago

“Your service is atrocious. That is the second day i have waited to have a smart meter installed and again you have sent an engineer not qualified to do it. I moved from another company who did this 9 times so I thought BG was sure to be better. Sadly not. I don’t want to speak to someone in South Africa who has not a clue what I’m talking about. As soon as my fixed contract is finished I will be l moving to another provider…not that anyone at BG cares aj jot”

Helpful Report

Posted 11 months ago

“Booked a one off service for my boiler. Boiler was inspected on 12th September. It was a fairly new Worcester boiler . Passed all checked British Gas sent me the engineers summary with the wrong address on. Of no use whatsoever, as I need it to show give it to the solicitor who is carrying out the conveyance . I have spent over 6 hours on chat bots, customer service advisors in Asia without any hope of correcting the address on the engineers summary report.”

Helpful Report

Posted 11 months ago

“Absolutely awful customer service . On 2 seperate occasions British Gas have taken a huge payment out of my account despite being on a fixed monthly tarif . £1300 being the last payment they took out of my account and they are unable to help or get this money back for me . I have a family to provide for . Absolutely disgusting behaviour. Will not be using them ever again .”

Helpful Report

Posted 11 months ago

British Gas is rated 1.2 based on 3,174 reviews