British Gas Reviews

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

1.2 Rating 3,138 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,138 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

“Cannot believe how such a sham company getaway with how they sell their products or treat their customers. Bunch of liars. They signed me up promising cheap rates for my business over the phone and clearly quoted me a monthly bill figure which they knew was false as they had been supplying to the same business the previous year and I was just buying it and keeping same energy supplier. Once my first month bill came I knew they had deliberately put a lower estimate on the businesses consumption to show a low monthly cost when quoting me. The bill was more than double what I was quoted I would expect. And worse, they told me when signing that there wont be any cooling off period as it was a special offer and I am accepting as such. Couldnt believe that after months of wrangling and complaints they actually tried to put the blame on me our volume of usage etc. Finally I am kicking them out and NEVER AGAIN BRITISH GAS”

Helpful Report

Posted 4 years ago

“After the terrible experience posted previously, I was highly motivated to explore ways to sever ties with this company. So, on a positive note, I will save myself at least £20 per year for the same level of cover, and between £100 and £200 on fuel. Thank you British Gas, for stirring me out of complacency.”

Helpful Report

Posted 4 years ago

“The internet site and app are the worst in the whole wide world. You cannot access your account!! You call them and don’t get replies. You can’t do anything online! A hopeless / cowboy internet/ app site I have ever come across 😡😡😡😡😡😡😡 Disgusting and Disgraceful 😡😡😡”

Helpful Report

Posted 4 years ago

“The engineer didn’t turn up for a booked repair. The repair was bumped 7 days ahead. BG’s response was to advise me to find my own engineer which they would refund. The whole point of having insurance is that the insurer deals with everything. I was also offered £20 compensation. The next day a manager phoned and insisted that I close my complaint. When I refused, he told me the first person I spoke to should not have offered the £20 and he was ‘taking it off the table’. This is the service and attitude you get when you renew your policy year after year, and spend thousands with them on a new boiler. It’s their right to bump your job off the list, with not so much as a phone call. You, the customer, are expected to do all the running around, and if you try to escalate a complaint, your compensation offer is withdrawn. Good luck if you decide to buy cover from this company.”

Helpful Report

Posted 4 years ago

“Had a British gas plumber at my house today and his behaviour towards my wife is highly worrying, unprofessional and threatening. Had to rush myself back from work for safety reasons. After watching the threatening behaviour of the allocated plumber on the video clip on my wife's phone, I had no choice but to launch a complaint to British gas and also considering going further to other relevant departments. unfortunately, he's caused more damage to the bathroom. have to be professional at this point and allow British gas to carry out their internal investigation before I move to the next stage.”

Helpful Report

Posted 4 years ago

“British Gas has lied to me, I’ve got homecare cover which is useless. I booked a safety inspection for my boiler in September for November as my family’s safety is my main priority, in October they sent me 2 separate txt messages bribing me with £65 if I cancelled and rescheduled in May 2021. Now my safety check is way overdue I’m talking over 12 months so I declined, then last night I received a voicemail telling me appointment had been cancelled anyway ? So they had NO intention of coming out to my property way back in October when they sent me the txt messages. They have really let me down and I have now cancelled my policy as it’s worthless, local gas service engineers are booked up so my boiler safety check will have to wait longer now putting my family at risk. AVOID this company as they will gladly take your premium each month but will have NO intention of fulfilling the agreement. Best to use a local company”

Helpful Report

Posted 4 years ago

“This is by far the worst ever company I've had the misfortune of dealing with. I was promised that an engineer would come round to install a smart meter. I received an email and text confirming he was on his way, waited over 2 hours when I called them they told me they didn't know anything about it DISGUSTING.”

Helpful Report

Posted 4 years ago

“we had a annual service booked for Tuesday between 8.00am 12.00noon. on there tracking said engineer on his way nobody came . i was told the can not service until next year horrible service no communication .The are good taking your money.”

Helpful Report

Posted 4 years ago

“Waited all morning for engineer who said he would come to appointment first thing today. Now mid afternoon and not even a phone call. Have had no heating or hot water for a week now. I'm a priority customer due to health issues. How do they treat other customers. VERY POOR”

Helpful Report

Posted 4 years ago

“Worst decision I ever made was to change my supplier to British Gas I have had nothing but problems with them since. Terrible company to deal with, don’t expect any assistance from customer services and don’t believe a word that they say. The app is terrible as well unworkable only gives details of electricity. Keep well away from them they are disaster.”

Helpful Report

Posted 4 years ago

“Found it funny how i was on a smart pay as you go metre already, but british gas thought it would be great to unscrew my door handle and allow there selfs into my home basically (breaking and entering) when nobody was in to say they are changing my metre which my metres are in view outside my home, it was our niehbours who pulled them up so we phoned them up and still no response, big thanks british gas.”

Helpful Report

Posted 4 years ago

“British Gas at least 40mins to get thro to call centre in India...and still sending me bills having left BG in October..... Nobody cares... AVOID BRITISH GAS AT ALL COSTS”

Helpful Report

Posted 4 years ago

“Absolutely pathetic, was told hold time 20 minutes, been 1 hour 14 minutes, just joined think I will cancel,”

Helpful Report

Posted 4 years ago

“I’ve been paying for Homecare service contract for my central heating - currently £50+ a month. On Friday our boiler stopped working so I rang to request an engineer. Had to hang on phone for ages , and finally got through to Indian call centre and communication was difficult. Finally was given an appointment for following day. When engineer came he advised that unable to obtain part required for repair so left without heating. He told me they don’t install warm air boilers which ours is! So we have been paying for a service they can’t provide and we have no heating. I was 31st in queue for phone chat today to make complaint and request payments refund. Finally got through and was told no refund as they can’t repair if they can’t get parts! So I’ve been paying for years for nothing! I’m going to Ofgen and the financial ombudsman as this is disgusting! We are pensioners and I have a heart condition and we have been left with no heating!”

Helpful Report

Posted 4 years ago

“If I could give no stars to British Gas I would; I previously paid £67 a month for my gas and electricity with British Gas . The new contract indicated a huge increase . I changed to a new supplier and informed British Gas. Subsequently they took £127 out of my account they then said I owe £84 and now they’ve sent me a letter from a debt collectors agency saying I hope £284.47 how can they pluck figures out of the air. I close my account in August so these are bills for summer months British Gas used to be a reputable company but they are no longer! The poor reviews from so many people says it all I am so so upset I have Parkinson’s and receiving letters from debt collectors is something that’s never happened to me before they say it affect my credit rating if I don’t pay I really don’t know where to turn I am so so upset about this. I will never ever deal with British gas I think these bullying tactics are despicable it could honestly throw people over the edge”

Helpful Report

Posted 4 years ago

“BG took over Robin Hood Energy and promised "the same level of service". Contract had barely arrived when we were told that we would have to submit readings manually; attempts to contact - all email correspondence via "no-reply@" of course! So - a few days into this it is obvious that BG are a "mega-blob" overly automated company - I'm switching to So energy!”

Helpful Report

Posted 4 years ago

“Horrendous service STAY AWAY as customer service appalling you cannot speak to a human being.... Texts constantly to an Indian call centre so English is very minimal.... total lack of understanding any situation.... repetitive rubbish answers I have never known such a useless company what a huge deterioration in services over the years”

Helpful Report

Posted 4 years ago

“Engineer came today very helpful nothing was to much trouble excellent service from him”

Helpful Report

Posted 4 years ago

“The worst company I have ever switched to been without money in the smart meter since morrning and they keep telling me some is being sent out to give me a new card then tel me I can top up with previous suppliers card then tel me they're sending out an enginer to sort out the problem giving me time from 10 am till 4 PM and then 6pm till 8 PM ridiculous I have an 4 year old sitting in the cold as I have no heating shame on your well known company who stoops so low I will not be staying with british gas and would be switching suppliers shame on you I was in priority need and you never put me first cant believe”

Helpful Report

Posted 4 years ago

“Firstly - I know posting a bad review is a waste of time, in so much as this company NEVER positively or honestly replies to messages, emails or letters. However I hope that by posting I can stop some other poor unsuspecting person from being stressed out by dealing with this company. I cancelled my homecare agreement as I was moving home and no longer needed the policy. The premiums were paid from a bill paying account and as such was very rarely looked at and we only received annual statements. Upon examining the statement we found that the agreement hadn't been cancelled and we were due a refund of well in excess of £300. Despite having this information in writing, British Gas are deliberately taking their time to process the refund. It's now 10 weeks and counting since we were advised of the refund.”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,138 reviews