British Gas Reviews

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

1.2 Rating 3,154 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,154 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 22%
Accurate And Undamaged Orders	Greater than 80%
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 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

“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 10 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 10 months ago

“Bad service full of liars from customer service to engineer I had an appointment to install smart meter when engineer arrived and spent 3 hours just to be told job will not finish and I have to book again which is atleast a month wait to make it worse left me with no heating after chasing customer service been told some one will come in 2 hours to fix the heating they messed up nobody show up spending hours on customer service just to be jump around from 1 place to other one of the biggest lying customer service”

Helpful Report

Posted 10 months ago

“Absolute horrible experience Agents are arrogant, patronising & disingenuous, they have utter disregard for customers. BG have a culture of ignoring customers and this comes across aptly when engaging with advisors.”

Helpful Report

Posted 10 months ago

“Terrible top up cards not registered 3 hours on the phone call centre in South Africa keep away from them never had douche a bad experience on line not working getting cut of when in credit call centre putting phone down on you and unable to understand them”

Helpful Report

Posted 10 months ago

“Everything. Meter has not been working since May. Have been trying to sort this for 5 months. No one responds. No one cares. Abysmal.”

Helpful Report

Posted 10 months ago

“Avoid British Gas homecare cover I’m a disabled person wasn’t working at all not hot water not eating. It took them four days to repair my boiler. I don’t give priority on disabled people. Discrimination to disable them.”

Helpful Report

Posted 10 months ago

“Been dealing with BG for 2 years about one issue... Bills too high, they have lied to us on multiple occasions, closed complaints without my permission, hang up on me multiple occasions, transferred me to irrelevant departments on multiple occasions, asked to speak to a manager and keep getting promises that they will call me back and no one ever does. Absolutely useless "company" of you can call them that. Really annoying, so will keep calling them until I get somewhere also raising an ombudsman complaint as well. If I could afford to sue them I would...”

Helpful Report

Posted 10 months ago

“Had boiler service booked for Wednesday am had several messages saying engineer was attending on days beforehand and on morning of day then another text saying engineer will be with us soon, then at 12.30 another text saying engineer is running late but should be with you by 1 .Just sfter 1had a phone call saying they have no engineer in the area and would have to re-book for another day, absolutely disgusting knew the chap on the phone was living and making it up as he went along did he take me for idiot, all morning waisted, very annoyed will not be renewing contract”

Helpful Report

Posted 10 months ago

“This is the most unprofessional company I have ever encountered. They never finish the job, disrespectful to customers, their customer support is terrible. I booked a smart meter installation about a year and a half ago, 4 engineer visits (obviously I need to be home half a day each and wait for them) and it's still not connected! I cannot submit my meter readings either as they don't accept the readings from the new meter they installed but did not connect to their system! I've been trying to solve my issue for over a year, spent about 60 hours of my time talking to people - all for nothing. I'm paying 'estimated' price, have about 5 unresolved complaints. 3 customer support reps gave their emails and I sent to all 3 of them meter readings 3 weeks apart, all 3 promised to 'personally make sure the case is resolved' and guess what? None of them ever followed up or updated the readings! They make empty promises and take your money, nothing else. I am definitely moving to another provider and happy to pay more for a better experience, BG you are outrageously awful!”

Helpful Report

Posted 10 months ago

“Contacted British Gas to change my tariff online and was asked personal questions about my account when I was already logged in. When I was changed to a new tariff, I requested a refund from the credit in my account and was informed I had to pay another month before given some of what I requested back. I was then told it would take upto ten days before I receive my money. I'm a disabled person and felt like I was being robbed online by some idiot in customer service.”

Helpful Report

Posted 10 months ago

“British gas scamed me by adding a charge of £400 hidden in my acount after years of batleing with them and the help of citizens advice they concided and blamed the accounts changeover how many other customers have they done the same too . I wound not use them ever again for anything”

Helpful Report

Posted 10 months ago

“Appauling services.awful customer care.they takeextra from the bank without consent”

Helpful Report

Posted 10 months ago

“NEVER USE BRITISH GAS. Was with B.G briefly and I now have an enormous bill plucked out of the thin air and a report on my credit file. B.G have RUINED my life for the next 7 years!!!!! STAY AWAY FROM THEM”

Helpful Report

Posted 10 months ago

“As an executor of my late mother's estate; I reported her death three times via the bereavement service page and the correspondence address to which bills should be sent. Death Cert and all relevant documents provided. This was ignored for months. Use of the chat system just ended with me being repeatedly sent the link to the bereavement page. Operators on the call centre refused to discuss bereavement account arrangement with me as they could only speak to the account holder on such a sensitive matter! I repeatedly advised that the account holder was dead so this would be difficult. No communication between call centre and UK systems. Call centre staff cannot see documents posted at their request. Repeated broken, verbal promises that this has all been sorted. I feel like sending the BG chairman a Ouija board. A difficult time made more distressing by BGs utterly incompetent, untrained/unempowered, call centre staff. One star rating too generous”

Helpful Report

Posted 10 months ago

“The first adviser was making strange noises and put the phone down on me . The second adviser I got through to it was a tad difficult to understand his accent and I think he had trouble understanding me so he decided shouting at me rudely and aggressively would make me understand better but it didn't , so I thought he might understand me better if I shouted back .. only for him to act like a little dictator and threaten to cut the call off which would leave my elderly mother in a state of stress due to her boiler not working and over heating on a hot summers day. We have already had an engineer out this week who was extremely helpful but unfortunately the thermostat he fitted doesn't seem to be working. The Homecare package is paid for and thus I think the customer service should reflect this . What we received was nothing short of disgraceful. Yours sorely disappointed Awful service .. the pits!”

Helpful Report

Posted 10 months ago

“Uncontactable unhelpful unsatisfactory”

Helpful Report

Posted 10 months ago

“Absolute joke of a company, they pretend to care about their vulnerable customers when in reality they don’t give a monkeys. All they are bothered about is getting every last penny out of you even tho I use next to zero gas and electric as I am scared of getting a massive bill, my electric bills are standing charge and the odd 10 mins of tv. An my gas bill is ONLY standing charge because I know I darent turn my heating on as I know this company will bully a vulnerable customer for their money”

Helpful Report

Posted 10 months ago

“I had a terrible experience with British Gas. I had a cover with them and called for an issue in June, but despite chasing them every other day, it wasn't resolved until nearly August. To make matters worse, they took two payments from my account without permission. When I called to cancel the cover, they informed me I couldn't do so until October. I had to push them to refund the extra payment, and even after filing a complaint, they didn't respond for over a month. I had to follow up myself. Terrible service—avoid at all costs!”

Helpful Report

Posted 10 months ago

“Bought a new house which previous owner had left £200+ debt on the meter. I have been trying to clear it over the past 3 weeks and been to pay zone 6 times to try and clear it using multiple RTI and Emergency Credit instructions. Found out on Sunday that company policy is only to send customers out 4 times, no more. Found out today when they tried to send me out for the 7th time that they won't do anything until I'm off grid and my gas stops working. So even though I have done everything that was asked, tried to fix it for the past 3 weeks spent hours on the phone and going to the shop and back, they won't do anything until I have no hot water and can't cook. The customer service is awful and they have gone against own policy and kept sending me out despite knowing nothing will change until gas stops working. They have no understanding of work and expect you to be home 24/7 whenever they ring. I have sent pictures of my meter on 4 occassions and they still ask me for more. They don't track their service at all so I have to reexplain and resend information everytime. I will soon be without gas despite doing everything I was asked to and more. Being punished for someone elses debt. Don't go with British Gas, nightmare company who will quite happily let a customer which is on the priority service list to go without gas and send some out with MS to go to the shops multiple times.”

Helpful Report

Posted 10 months ago

British Gas is rated 1.2 based on 3,154 reviews