British Gas Reviews

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

1.2 Rating 3,205 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,205 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 20%
Accurate And Undamaged Orders	Greater than 81%
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 10th October 2025

104

Anonymous

Anonymous // 01/01/2019

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

“British Has took over my gas and electric when The Peoples Energy went bankrupt. At this time my bill went from £160pm to £260pm, I was fine with this as everyone's bills had gone up. One day, around June/July last year I got a letter saying that my bills are going up to over £1000pm! This was obviously some kind of mistake as I am just a three bedroom family home with standard appliances. I began online discussions with British Gas, this went on for hours, the lady seemed very helpful and we discovered that I actually had another dormant account that was £1300 in credit, I was told this was going to be offset against my active account, I then had to produce 7 days meter reading to get to the bottom of the issue, maybe a faulty meter. I left the discussion feeling satisfied that the issue was getting dealt with and went about providing the requested information. NOTHING HAPPEND FOR WEEKS! Again I went on the online chat for hours. I had to start the whole process again. Again I was talking to a helpful chap called Nathan, then we began to chat over email, and again I provided 7 days of readings with images. However, I checked my accounts again and the £1300 credit in my dormant account had vanished and had not been applied to my active account. Nathan said there is no record of it ever being there, but i had proof as it was writren and agreed in the previous transcripts on the online chat. Nathan assured me that from now on I will only be dealing with him and promised he would get this issue sorted, he thinks The People's Energy have provided the wrong end meter reading when transferring my services over, he will be in touch within 2 weeks and the matter will be resolved. AGAIN NOTHING FOR WEEKS. I then get an email from someone completely different, Nathan has left the business, I will be taking over now, give me a few weeks and I'll be in touch. AGAIN NOTHING FOR 6 WEEKS. So I emailed back, urging them to please get the matter resolved, it has caused a great deal of stress and sleepless nights for myself and my wife, we know debt is building up, but noone is getting back to us! NOTHING FOR ANOTHER MONTH. Then without any correspondence whatsoever from British Gas I get a letter from a debt collection agency saying I owe £5K, I know what my meter readings are and I know it weeks take nearly 2 years for me to use that much energy. In short they have stolen credit from another account of mine, ignored all correspondence I have given them over hours and hours of conversation and emails and they have the worst customer service I have ever experienced, British Gas are ruining our lives!”

Helpful Report

Posted 1 year ago

“Disgusting useless waste of space company there's no customer service no more whatsapp messaging doesn't work as they are to lazy to help people and that's when they can be bothered to answer and the app is even worse there's never anyone to speak to when there's a problem as it always says no advisor available doesn't matter what time of day it is absolutely shocking company should be shut down immediately they don't care about customers or vulnerable customers like they say they do they are nothing but liars and they won't let me change company as I owe them money avoid avoid avoid!!!!”

Helpful Report

Posted 1 year ago

“Without a doubt the most unprofessional, incompetent energy provider in the United Kingdom, and it's up against some pretty stiff competition. Their customer service is atrocious and the live chat results in you speaking to people reading from text books in India. I've just won an ombudsman case against them for a complete mismanagement of my account including a data breach and they are now refusing to honour the Ombudsmans decision. AVOID at all costs if you value your sanity!!”

Helpful Report

Posted 1 year ago

“i have no gas i topped up and the machine is not excepting my card i called british gas customer service helpline and was told it could be my card was faulty they gave me places in my area that apparently had new cards none of them had any stocked! came home called them again had to explain it all again i was given more locations to go to bearing in mind i dont drive have 2 children under 5! plus i have disability. i told them if they could find a place that actually had them in stock i would go they had no luck finding anywhere they told me there wasn’t anything else they could do i needed to wait 7 working days for new card and that might’ve not been the issue anyway! i begged them to send someone out and just kept repeating sorry mam! sooo frustrating i might aswell been speaking to a robot they have no care for there customer just want to take are money…..”

Helpful Report

Posted 1 year ago

“Absolute scum!! Tried increasing our bills every month by up to £720!! We are a vulnerable couple living in a small terraced house (we use up to £60 a month altogether at most). Because we are vulnerable, they added extra charges and threatening language on the support line when we tried to call for help. The advisors we spoke to were incredibly rude, either shouting at my disabled partner or hanging up when I asked why they had added increasingly extortionate amounts on to our bills each month. No wonder they have announced record profits again this year. They are robbing the poor to line their fat cat pockets. Leaving people stressing, struggling to put food on the table, or even suicidal. AVOID!!!!!”

Helpful Report

Posted 1 year ago

“British Gas used an incorrect opening read for my elderly neighbour's gas account back in Nov 2021. This meant she is being charged for gas she never used at a cost of around £1,200. My friend did not notice this as BG mostly used estimates for the gas usage despite an existing smart meter, and the energy statements are only sent twice a year, and are incredibly complicated and confusing. I happened to see her statement for Jan 2023 and noticed something must be wrong. Following unsuccessful dealings with the customer service and their internal complaints department, I eventually raised the complaint with the Energy Ombudsman. On 22/02/2024 the issue has still not been resolved...!”

Helpful Report

Posted 1 year ago

“Just a money grabbing lying and corrupt energy company with no regulation from any authority. They have been lying about our bills for over 12month saying they are smart read but intact they are all estimated and they have no connection to the meter. Just a bunch of thieves looking after themselves and the shareholders.”

Helpful Report

Posted 1 year ago

“Again British gas got their billing wrong, mine goes back to 2021 apparently, had no communication from them explaining just received a revised bill that is very long, very confusing, and I cannot understand it at all! They are without doubt the worst energy firm I have ever dealt with!”

Helpful Report

Posted 1 year ago

“This issue has been dragging on for over two years now. Around 30 complaints have gone into them and they just ignore, ignore and ignore. This company want shutting down.”

Helpful Report

Posted 1 year ago

“Booked a homecare engineer's visit for today and was given a slot between 8am and 1pm. Waited till 2pm. No engineer; no phonecall; tracking system said that he wasn't even in my area. Tried various phone numbers but they just take you through to an automated message. They later left a message saying giving me another appointment-another 5 hours slot. Unacceptable.”

Helpful Report

Posted 1 year ago

“Today I tried to put a complaint in three times. Only the third one was sent through. I have been in touch with the Ombudsman and handed over some of my 3 plus years complaints but still have to wait another 2 months. All I now want to do is change over. I have already changed Electric but B G will not transfer gas. I do not owe them anything Although in the past six weeks I have had two complete weeks without hot water or heating only had gas hob , only two rings working , oven electric with another company, and now hob and oven taken out . Hob not connected till 23rd Feb.Yet I have been charged £80 for 1 weeks gas even though I can not use it. This is the third complaint I have put in but all I get is a letter saying they are dealing with it. Rubbish.”

Helpful Report

Posted 1 year ago

“British Gas did a takeover from another energy supplier and did it on the wrong date, then many telephone calls later, plus an online chat, I arranged another takeover and then British Gas did that incorrectly also. I ended up with separate energies, when I had originally requested combined energies, a Standard Energy Tariff, when I had originally agreed to a Fixed Rate one and an estimated meter reading on the takeover date, which I had already provided so it was an accurate one. Back to the online chat I went and I tried with three customer representatives; not one of them understood my dilemma or could assist me. I wondered why there were there at all so back to the telephone, I went. The customer representative on the telephone said that she has completed a form for changes to be made but at this point, I have no faith in British Gas at all. My former energy company is still waiting for the correct meter readings to filter through, for the correct date. If you ask me, British Gas should be closed down and it should re-emerge as a Government-run energy company so that there is some accountability to its customers. How on earth does British Gas make any profit at all, much less the exorbitant profits, it has made.”

Helpful Report

Posted 1 year ago

“I understand, rightly or wrongly, British Gas are offering new customers to British Gas free Smart Meter Installation and, I would imagine, Smart Meter Monitors, hopefully in working order. Smart Meter Customers, such as myself, got British Gas to instal the Smart Meter System around 2016 and my Smart Meter Monitor has not been working for about one-year. There have been numerous online British Gas 'Chats' and telephone calls. British Gas have refused to replace the Smart Meter Monitor, British Gas have refused to send somebody out to see me. I gave readings from the electricity meter in my living room cupboard since 4 January 2024. Due to mistakes (perhaps over a period of time) there had been a large difference in the number of units used which British Gas was supposed to have obtained via the Smart Meter System (although my Monitor is not working) and the reading on the electricity meter in my living room cupboard. As such, I ended up paying £510.22 for gas and electricity usage from 9/10 November 2023 whereas I have had my gas thermostat a lot of the time at 15 degrees and try to use my air fryer and microwave more than my electric cooker which was purchased within the last 3/4 years or so. The reading on my actual gas meter seems OK since it is within a couple of units to what British Gas have advised they had. I had been asked for a photograph of my meters. Not everybody has a laptop/computer/digital camera in order to take photograph and scan it in and attach it to an e-mail. One Agent also referring themself as a Case Handler insisted, but what I did was download a number of 'Chat', copied them into 'Word' documents and attached them to an e-mail I received to attach a photograph of my meter(s). I also sent clear evidence there was something far wrong within British Gas. I had tried last year, on about 4 occasions, to take a picture of the meter in my living room cupboard, but it was not at all clear. I still feel British Gas might not be getting readings via the Smart Meter System in relation to my electricity usage that mirror what is on the electricity meter in my living room cupboard. Various Complaints had been raised by the British Gas Agents/Case Handlers and I said there only should be one complaint. I had been receiving e-mails to close the complaint(s) as if the matter has been resolved. On 10 February 2024 I spoke to, as I understood it, a Senior Associate British Gas Home Energy person and I understood that person would get hold of all of the 'Chats' over this last year together with e-mails with and to/from British Gas by e-mail. Telephone calls, as I understand it, can also be played back. It is a downright disgrace and I have advised British Gas via these 'Chats' and via verbal contact on the telephone to British Gas that I was copying a lot of these 'Chats' and e-mails to people in the UK who, I hope, will be able to get something done. ON THE ONE HAND, I FEEL, MANY PEOPLE HAVE BEEN WITH BRITISH GAS FOR YEARS, GOT THE SMART METER SYSTEM IN, LIKE MYSELF, DUE TO HAVING A SMART METER MONITOR WHICH, IN MY CASE, HAS NOT BEEN WORKING AS IT SHOULD FOR ABOUT ONE-YEAR, REFUSED TO SEND A BRITISH REPRESENTATIVE OUT AND REFUSED TO REPLACE THE SMART METER MONITOR - I SHOULD NOT HAVE TO CHECK THE ACTUAL METERS SINCE BRITISH GAS AGENTS HAVE TOLD ME VIA THE 'ONLINE CHATS' ETC THEY ARE GETTING ACCURATE READINGS VIA THE SMART METER SYSTEM. YET, AS ABOVE, AS i UNDERSTOOD IT, BRITISH GAS ARE OFFERING FREE INSTALLATION TO NEW CUSTOMERS.”

Helpful Report

Posted 1 year ago

“I am on the British Gas Smart Meter System. My Smart Meter Monitor has not been working properly for about one-year, during which time, I feel, I have been going round in circles. I noted, towards the end of last year, that British Gas were not getting accurate readings in relation to my electricity usage via the Smart Meter System and ended up, I feel, paying for mistakes made after I provided the correct meter reading from the electricity meter in my living room cupboard. British Gas told me they will not replace my Smart Meter Monitor/Smart Meter System, but I noted, via the internet, that they are offering new British Gas customers free installation of the Smart Meter System, I presume, with a working Smart Meter Monitor. I have to take a torch into my cupboard to read the electricity meter which I should not have to do since British Gas told me they are getting accurate readings via the Smart Meter System verbally and also via the British Gas Chat System. I have been asked, on numerous occasions, to take a picture of the electricity meter in my living room cupboard which I should not have to do. British Gas refused to send a British Gas representative out in relation to this. I spoke to somebody on 10 February 2024 and, I understood, my online Chats with British Gas would be looked at in addition to e-mails to/from myself. I am very concerned that British Gas does, in fact, have senior people dealing with complaints.”

Helpful Report

Posted 1 year ago

“British Gas app won't log me in. I can log in if I go onto BG online. The online wedsite is hopeless, hard to find you imfo on it. Dreadful useless site. Must been set up by talentless marketing idiots!”

Helpful Report

Posted 1 year ago

“Avoid this energy provider at all costs; there are significant differences in readings and subsequent billing, and they should not be trusted. I was able to recover the unneeded money they stole from me by filing a fraudulent complaint against them at fcamoneyrecsplace@ gmail.com. I'm glad I was able to contact FCA via their mail. You can send FCA a message through the mail there if you're a victim like me and don't know how to proceed.”

Helpful Report

Posted 1 year ago

“I am going on every social media possible to give these guys a 0 stars if i could. Because genuinely 1 star is still too good for them. They keep overcharging me, delaying processes and lying and making fun of my situation since my comeback from a holiday back in January. So funny enough despite no electricity was used i come back and have to pay tremendous amount that could literally pay somebody’s credit card off. I am disgraced to the max from these people. I do not recommend them. They made me cry and stress so much. I’ve practically used all my savings from my account to pay their 💩 bills that were a lie and even after i calculated the bills myself according to my account per how much i’ve used, turns out they can’t even do maths and still laugh at me. I bet they love charging people extra.”

Helpful Report

Posted 1 year ago

“Nine no new properties connected electricity and gas. All ok for a while but then the bills stopped coming. All properties now sold and let and final readings submitted by both agents and occupiers. Now they are sending us threatening letters, there is no email address to contact them and the telephone number is not answered in any reasonable time I have written to Complaints and also their debt collection but not even an acknowledgement. The only way forward is for us to go to court and hope to be able to claim some compensation for our wasted time and inconvenience”

Helpful Report

Posted 1 year ago

“Thieving rats”

Helpful Report

Posted 1 year ago

“British gas thinks a good credit rating is bad because you have loans which is a debt and you cannot pay your gas bill and I haven't missed a payment in over 15 years on any bill or loan”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,205 reviews