British Gas Reviews

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

1.2 Rating 3,243 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

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Metrics

1.2

Based on 3,243 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Live Chat

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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

“Unfortunately after many years of trying to find a different company to service our boiler, we have decided to purchase a new one. (Not BG) On reflection on the Homecare service we have had from Britsh gas its a mixed review. Engineers, like most companies its the luck of the draw, sometimes you get them who know what there doing, do the service and leave it in a better condition and you get them that after a service its in a worse state and you have to pay again to get it fixed. Unfortunately with BG it mostly the latter. Phone Not the best, a average wait of 40 minutes is the norm to talk to anyone. Service The yearly service is more like the 15 month service. Overall confidence is low due to the many problems we have had , just after a service.”

Helpful Report

Posted 3 years ago

“What a useless service. Last two years they are doing my boiler service following year. But takes money from direct debit regularly. in the name of Corono delays makes as excuses. Non of the phoneline works Emergency line 24 hours _no one answering prompt goes on. What a useless service Useless customer care. Are they thought about elders & poors on winter time?”

Helpful Report

Posted 3 years ago

“Smart meter , app , monitor are absolutely useless, app doesn't work , monitor doesn't work , meters constantly going off . When I top up on the app it doesn't send the payment over so I have to manually enter it . British Gas want to charge me £150 to take out there faulty equipment. Over 40 yrs with them ( I wish I knew then ) British Gas have some decency and get it sorted”

British Gas 1 star review on 6th January 2023

Helpful Report

Posted 3 years ago

“Good evening Please treat this as a formal complaint, which I will also make through your online channels and by telephone when your call centre opens at 9am. I am putting it here too so people considering taking out your services or renewing them can be aware of your poor service levels and the obvious contempt you have for your customers and, to a degree your staff, as you do not equip them with what is needed to respond to customer queries. I will detail the background to the complaint and the steps I would like you to take to put it right. I have been a long standing homecare customer for well over a decade and have always thought it provided a good service and peace of mind when there is a problem. Your service is a very poor imitation of what it once was, and on today’s experience, pathetic and not fit for purpose and the £300 a year charge. Our boiler broke on Tuesday evening and we have no means of heating or hot water. I logged on to the system and booked the first available appointment of Thursday between 8am to 6pm. My partner has taken a day off work to wait for the engineer to arrive. He is self employed and lost income for the day. It got to late afternoon and we were expecting to be told the engineer would be with us on the next call. I called the call centre to see where we were in the queue. You were unable to provide any information - please consider why you have a call centre if you cannot deal with basic queries such as the arrival time of an engineer. I asked what I should do if the engineer did not arrive as expected. I was assured this was unlikely to be the case but if this did happen I would be notified and a prompt resolution offered. At 5.45 approximately, I received a call at work which went to voice mail. In the call you offered no apology and advised an engineer has been rescheduled for Sunday. Today is Thursday, tomorrow is Friday - why are we not at the top of the queue for a rescheduled appointment. On the performance of today, there is no point me having boiler cover - I pay for this so any problem can be resolved quickly. I would have been better advised to not pay for boiler cover and call a local engineer. This is what I would like you to do to resolve this complaint. 1. You have failed to fulfill your appointment commitment. I should not have to wait until Sunday, you should be offering an appointment as soon as possible, in this case Friday morning. 2. Details of how to claim for a days lost earnings. I await your response. I hope some of your senior leadership team read this review and reflect on how your service levels have deteriorated. This used to be an exemplar service and is now shockingly bad on todays experience. Date of experience: 05 January 2023”

Helpful Report

Posted 3 years ago

“Rubbish service let alone the price. App tells me absolutely nothing. How am I supposed to keep track of the smart meter doesn’t work. We’re overcharging me massively on direct debit!”

Helpful Report

Posted 3 years ago

“Disgusting customer service, live chat just closed on me. Lagging behind other companies with smart meters in my area , which could make things easy for topping up. Can never speak to anyone on the phone. The hold on music sings till they hang up on you . 🙆🏽‍♀️”

Helpful Report

Posted 3 years ago

“I changed my email address and informed British Gas so they could linked to my online account. Two months later nothings happened. Then in December 22 l was told lve moved and my account has been closed. I've never mentioned this. I've put in 5 complaints from December -January 23 and not heard a thing. I'm f d up explaining myself to their call centre who can hardly understand English. I give up👺👺👺👺”

Helpful Report

Posted 3 years ago

“This is a review of their Electricity supply business. They do everything to keep more of your money than they need (was >£1000 in credit at one stage). Simply shocking customer service designed to avoid you getting anything changed. Patronising staff, which gets worse the higher up you go. Now they have changed their Energy account website, I can't even access the data I need. They won't even pay me back the Government rebate, rather they add it to my credit. They have hung up on me twice. I have used Live chat, telephone and they even gave me a specific e.mail to write to, from which I have never had a reply. Letter to Ombudsman being written now. As soon as I can, I will get out of the service that these money grabbing leaches provide.”

Helpful Report

Posted 3 years ago

“Absolutely horrendous customer service. I will never use these again”

Helpful Report

Posted 3 years ago

“Shocking customer service, incompetent operators on the live chat, and invalid information. Im now 195 in the que for the second time today, trying to find out why i have not received my government support payments. The first chat ended with me being told to contact the operator of my electric key meter, i asked they check if it was BG before i logged off they said no. I then contacted northern power grid who immediately told me its BG , and that they have access to the same database , and have supplied the property since 2011. Previously when i contacted British gas about billing, the chat operator gave me different information to the call operator on the phone earlier that day. The app also had different information from both the chat operator and the telephone operator. The phone lines are closed again today. Terrible company avoid like the plaque.”

Helpful Report

Posted 3 years ago

“Appalled with the level of customer service, time off work with promises of call backs. Getting fobbed off by incompetent staff, just getting told the same thing time and time again, Late engineers, not refunded money as an issue with the meter from previous customer. Not even responded to the 4 complaints made. Appalling level of service. British gas should be embarrassed and don't deserve the right to be called British gas... Nothing but a tin pot money grabbing set of cowboys.”

Helpful Report

Posted 3 years ago

“Hopeless service.Tried for appointment in December got one inJanuary 3rd.Then got garbled message that this was changed to 19January due to more urgent needs.How do they know mine isn't urgent unless they keep appointments?Doubtful if I will be renewing Home care again.”

Helpful Report

Posted 3 years ago

“British gas have been taking money from my bank account for 4 years without my knowledge for policy for boiler care and drains without my knowledge from my bank account. The amount was £11.64 pence they just did automatic renewal. This company are crooks do not use. Because the amount was very little I didn't notice . Even the customer service team were really rude. Can a company steal money without your consent really terrible company I give them rating of -0. I definitely will be taking legal advice also writing to the ombudsman about this criminal company I didn't realise the British gas is a cowboy company. After stealing money from my account for 4 years they offered my 98 pounds I would advise customers to stay away from this company”

Helpful Report

Posted 3 years ago

“I would give them zero stars if I could. Awful customer service, terrible and incompetent engineers, ni sympathy, rude, unprofessional to say the least. The phone advisor was so fake over the phone to the point of insult, engineer turned up next day to change my smart meter, spend 1 hour at my property, didn't bother checking if the appliances actually work after installation, left and I realized there was no hot water, heating or gas. Spent 2 hours at useless customer service phone, being in hold for 45 mins only to be told their office is closed for the bank holiday weekend. Had to spend 60 pounds on private engineer to fix the mistake of incompetent engineer only for another rude, unsympathetic one to turn up 4 hours later to say sorry and not even mean it. British gas is the worst energy provider ever, I will highly discourage anyone to sign up with them, even if they offer a good deal. It is worth paying extra and have the piece of mind.”

Helpful Report

Posted 3 years ago

“After a breakdown of my heating System, I arranged for an engineer BUT the closes appointment was in 3 days. No heating or hot water.. I stayed in all day and evening and the engineer never turned up. I was informed digitally that my engineer was on route.., nobody turned up.,”

Helpful Report

Posted 3 years ago

“Review of British Gas Matthew Cheltenham 9 reviews GB Rated 1 out of 5 stars Absolutely disgusting how this company… Absolutely disgusting how this company gets away with this I don't know . I am having to contact the local mp to try and sort my problem out . I moved in to my new rental home after a devorce 6 weeks ago I've tried to call them arrond 30 days in a row to be constantly put on hold for hours then hung up on . I'm paying someone else's debt of and receiving no help as I can't get them on the phone I tried online chat and they left the chat befor sorting anything . So I contacted uw who managed to get the gas . But not electricity supply I'm actually so fed up I don't know what else to do british gas owe me a lot of money also my government help which I won't get as they are not answering. This company is unfit for purpose. Date of experience: 29 December 2022”

Helpful Report

Posted 3 years ago

“Non existent, terrible customer service, British Gas are money grabbers who never ever want to refund your money, even when you are entitled to a refund. They never do what their agents will tell you will be done over the phone. When you ring them again for the 100th time, you'll have to explain yourself from square 1, because their customer service reps haven't taken proper notes of your problem/query. Their customer service reps are incompetent and unable to complete very basic tasks. Worse some of their reps just want to argue with customers instead of sorting the problem out, and they will just pass you onto another department where you will be put on hold once again, and once again will have to start all over explaining your issue. This is a very unprofessional company that are dishonest and greedy and they hoard people's money. They need to be reported and investigated.”

Helpful Report

Posted 3 years ago

“Your customer service is absolutely ridiculous you are kept on line for 2hours or more passed from pillar to post and nobody can help you need a different team for such a big service you need to have people who know there job or request a call back from someone who does no I have not been happy with any team I have approached except smart meter top up team who were extremely helpful and did there job and explained things properly”

Helpful Report

Posted 3 years ago

“Spoke to British Gas for the 5th time since leaving them in October, still not received refund for account being in credit, was in credit by a substantial amount now they are trying to say it’s only in credit by £100 and taken over a £1000 off, bearing in mind no one has been living in the property for about 5 months and prior to that only at property 1 day a week due to work commitments. The assistants I spoke to at the beginning both gave the same amount to be refunded and the second had said it’s taking awhile as it needed to be approved as it was a large sum and that it had been approved and should be with you within 14 working days 3 -4 weeks on and no refund so called today and it’s suddenly reduced to £100, they also deducted £75 for late payment??? I questioned this and then was told it’s a penalty for leaving British Gas and all customers who leave pay this, been with them over a year will never go with British gas again. Also unable to access account online as they’ve never sorted that either after over a year of chasing that too, apparently as account was linked to another address in my email (previous address) it needed to be sorted by another department so never been able to look at bills or anything else for this address or my last one, would not recommend this company at all would totally avoid”

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Posted 3 years ago

“Very competent service engineers being let down by poor, or non existent customer services. Owned by Capita and the customer services are outsourced to India and S. Africa. Unable to log on on the website, technichal issues. Used chat Cosmo the bot, then phoned and placed in the queue. No way of actually contacting a complaints department.”

British Gas 1 star review on 28th December 2022

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Posted 3 years ago

British Gas is rated 1.2 based on 3,243 reviews