British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.21

1.2 Rating 3,139 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,139 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

“Customer service, what customer service so rude, ask to speak to manage was refused, told to take day off work this time of year,been loyal customer for years, should of done what Martin Lewis said change”

Helpful Report

Posted 5 years ago

“british gas homecare customers be warned BG is seriously selling their new boilers first time engineer repairs boiler second time he says it cant be repaired you need a new boiler which they are happy to install for you at a disconnect and look for finance for you but if you have poor credit rating you are doomed not boiler and not repair and you are left in the cooled. I cant get a loan because someone stole my identity and still police with case and therefore no boiler after paying homecare cover for years and calling them twice and engineer says its unrepairable but problems started after he visited the property because water started leaking which was never there before.He denied he ever did anything but we all knew he did. I cant trust BG anymore.”

Helpful Report

Posted 5 years ago

“I have the Homecare Two Boiler and Central Heating cover. My advice to anyone thinking of taking out this cover think carefully. I have waited in for 3 consecutive engineer visits and not any of them showed. Not even a curtious phone call from the engineer to say they will be late or need to re-schedule. Contacted the customer services an hour before the time slot was due to expire today and they said they couldn't contact the engineer but the job sheet said "call customer to let them know eta of visit" There poor service has resulted in me having to take time off work and lose some holiday, just in case they turn up. I will not be renewing my contract with this bunch of Amateurs.”

Helpful Report

Posted 5 years ago

“Awful experience treated teeribly by 5 different members of staff in South Africa on who was clueless and had to speak to her expert who was telling her what to say. One favourite with them was this is a 'Business Driven Decision' So heres one of them ive left you after 27 Years. You are horrendous.”

Helpful Report

Posted 5 years ago

“Really really bad so bad it made me ill actually gave me coronary heart disease.”

Helpful Report

Posted 5 years ago

“Don’t touch them with a barge pole TOTAL RIP OFF COMPANY customer service is a disgrace !!!!! If you are late with a payment there is no reminder and they charge you a £45 late payment fee STAY AWAY”

Helpful Report

Posted 5 years ago

“Customer service is a disgrace. They changed their terms and conditions by no longer sending reminders of gas appliance serving. No notification was sent about this change. Because previously reminders were sent the annual service was overlooked. So I paid a whole year subscription without receiving any service. They made no apology for this and gave no refund. When I contacted them they were dismissive.”

Helpful Report

Posted 5 years ago

“Poor service , overly problematic , can’t fix anything , just excuses, staff need to be changed and trained in customs relations. Remember we pay you !”

Helpful Report

Posted 5 years ago

“Have had a long standing problem with clanking noise when boiler switches off and none of the British Gas engineers have been able to solve it until the last one ( Phil O ) who o our delight has cracked it . Well done and thank you Phil.”

Helpful Report

Posted 5 years ago

“Hello, I don’t often write reviews but feel compelled to do so tonight. I have tried to contact British Gas this evening as I’m without electric and have been on hold for 25 minutes then disconnected without speaking to anyone. Then tried the App which doesn’t work....times out to inactivity after a minute. Then called back and have at the time of writing this been on hold for 30+ minutes. Absolutely disgusting for an error created by them. Changing my supplier immediately.”

Helpful Report

Posted 5 years ago

“I've been a customer for nearly 30 years and when I need them because of boiler problem resulting in no hot water or heating, they offer me an appointment in 4 weeks time in the middle of winter. Have cancelled the homecare agreement and moved electricity and gas to Octopus. I do feel sorry for their telephone staff though - its not them who are incompetent - the management should be made to answer the phones...”

Helpful Report

Posted 5 years ago

“After having home care paying over £50 a month for 20 years when I needed an engineer as I had NO HEATING OR HOT WATER they could only give me an appointment 10 days later and then they didn’t turn up and put the visit back another 10 days . So much for loyal customer ‘s Will me moving to another home card provider ASAP”

Helpful Report

Posted 5 years ago

“absolutely awful service not worth the money.last three years turned up late.didnt turn up at all.this year waited 5 hours window no appearance or phone call.cant get through to anybody.”

Helpful Report

Posted 5 years ago

“Terrible service I have had boiler and central heating cover/Homecare cover with British Gas for years and have hardly ever claimed. When the cold weather arrived one radiator wasn't working so I booked online for an engineer visit. This was 3 weeks ago, with the visit due tomorrow. Just had a phone call from BG to say they can't come tomorrow because they are too busy and need to rebook for 3rd January! Apart from having had to make arrangements to make sure someone is in tomorrow, I have my grandchildren coming down next week and will be in an unheated room. I told BG I will get someone in and send them the bill but they seemed to think their terms excluded this. I think they need a lesson in contract law! Terrible so-called service and I will now, after many years, be looking for another provider and claiming a refund for this year's premium.”

Helpful Report

Posted 5 years ago

“‪@BritishGas it has been 4 months since you put up a gas meter on our new home and you have still not registered it with the national database. We complained, we asked and still waiting. We are stuck with your variable rate as we are not willing to sign a contract with you so in spite you are being unethical and taking your sweet time registering our gas meter which is your job and responsibility. Consumer watchdog now has been alerted and once you finally do register our meter and we sign up for a fixed rate with a company of our choice we will be seeing you in court for the difference between the rates while holding is hostage. @BoycottCentrica @centricaplc we want to switch and don’t want you. Register our meter”

Helpful Report

Posted 5 years ago

“Second meeting on the boiler case. Meeting booked at 8am to 1 pm and as always the employee shows up at 1 pm or 15 minutes late to inform that once again the parts have not been repaired and the sea will come in a week. You are waiting for such, you take a free day at work, you lose holidays and money, and you are not interested in such time and you, complete lack of respect and respect for the client. They waste your time and they don't care. Poor, poor, hopeless company”

Helpful Report

Posted 5 years ago

“I pay for a homecare contract and have done for several years, we were due to have our boiler serviced on the 7th October, waited in all day only to get cancelled at 3:30pm that afternoon because the engineer was running late, rearranged for the 10th December only to get a call once again to cancel us yet again, this time its because they have too many breakdowns. Our latest date is January 27th 2020 I won't hold my breath. I pay for an annual service not a biannual service. The reason you have too many breakdowns is because you never seem to do any sevices. Money under false pretences British gas. Trading standards should investigate you.”

Helpful Report

Posted 5 years ago

“they are just rubbing costumer..im single person in the house and always working ...they charge me £280 for using over than ma tarrief which i don't believe used gas that much spicially on summer time ...really poor costumer service and managers all of them really unhelpfull and rude”

Helpful Report

Posted 5 years ago

“Disgraceful I am trying to get through. The wait is tiring and frustrating. I want to leave them. They don't seem to acknowledge customers. I have no gas and was informed that British Gas do not cover me. Because I have a meter. For goodness sake I went through getting a new prepayment card. Topping it up and then no gas for weeks on end. I don't regard their customer service. It is awful and the waiting time!”

Helpful Report

Posted 5 years ago

“As a small business owner I had an horrendous experience with billing and their customer complaints department. To cut a long story very short, they charged extortionate out of contract fees initially, refused to give me a DD discount, even though I paid by DD, they did not collect on a set up DD for 4 months, then chased for the full amount, even though I had an agreed payment plan in place and, to cap it all, I was told by an incredibly impatient man by the name of Stefan Adamek that I could obviously afford to pay up to date (!) and should do so immediately. The same chap hid behind a 'final decision', peppered with blatant untruths. A horrible time and I can't wait to leave. Their prices are good, though you can get better. In terms of customer service I have never had, in 5 decades, a worse experience. Naturally I am unable to recommend”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,139 reviews