British Gas Reviews

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

1.2 Rating 3,128 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,128 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

“the worst company ever. No review on my balance, unable to see any information on my online account, holding monies in credit, no payment for the £66 for November, no readings from my smart metre for my gas. Cannot contact anyone to discuss the mess they have made, keep changing my Direct Debit without notifying me. Keep canceling my old bills and replacing with new, some pending for weeks. At my wits end with it all, no contact from complaints for weeks.”

Helpful Report

Posted 2 years ago

“If I could give them zero stars I would. Impossible to reach anyone. If your problem doesn't fit into their electronic system/website/app, you go through loop after loop on the phone and then face hold times of up to one hour. Just ridiculous.”

Helpful Report

Posted 2 years ago

“Difficult to know where to start it's soooo bad! So many phone calls to get something sorted, nice but untrained hopelessly ineffectual people answering the phone. They are clearly located in South Africa - does this explain why they cut you off so often? Every time they put you on hold multiple times during the call to presumably ask advice from another person?? Very poor, each call takes ages. Problem which is that they are still billing me for a property that I no longer live in and told them about months ago is still not definitely resolved. I would never use them again.”

Helpful Report

Posted 2 years ago

“Absolutely disgusting service after almost 40 years with them, now can't even contact them and supposed to be PRIORITY customers, looking for another supplier”

Helpful Report

Posted 2 years ago

“Let me give you a brief history of my interactions with British Gas, regarding the EBSS vouchers that all British Gas customer were supposed to receive. 19th October 2022 I first contacted British Gas to find out when I would receive my first voucher of £66. I was told I would get the voucher THAT WEEK. I didn't. 26th October 2022 I contacted British gas for the second time. I told them that a week ago I was told I would get the voucher that week, but I still hadn't received it. They told me that due to the royal mail strikes, they were delayed, but it will be with me in a few days. 4th November 2022 I contacted British gas for the 3rd time. I tell them that I still haven't received my OCTOBER voucher and its now November (all my other post was arriving on time so the Royal Mail strike had nothing to do with the voucher not arriving on time). This time they tell me that they'll send me the voucher to my email address. It will take a few days. Not sure why an email would take a few days but I just accept I'll have to wait even longer. 9th November 2022 I contact British Gas for the 4th time. I tell them I haven't received my voucher in my email like they promised. This advisor tells me that I won't receive an email, that the voucher will definitely be coming in the post (so the previous advisor just straight up lied when she said she'd sent them to my email address), and I would definitely get them in a few days. I really don't believe them at this point but I decided to wait a few more days. 16th November 2022 I contact British Gas for the 5th time. You guessed it, I still haven't received my voucher for OCTOBER. We're halfway through November now. This is getting ridiculous. This advisor tells me that the vouchers all had to be cancelled and reissued. Not sure how you cancel something which was supposedly posted 4 weeks ago, but once again I decide to wait "a few days" like this advisor suggested. 23rd November I receive a text apologising that the NOVEMBER voucher was late. I still haven't received my OCTOBER voucher. This makes me angry, so on 23rd November 2022 I contact British Gas for the 6th time. I tell them I'm not waiting anymore. I want my voucher to be sent to my email now, or I want to speak to a manager. They tell me I will get BOTH VOUCHERS this month (November 2022) so to wait a few days. I've had enough now. I ask to speak to a manager. Manager Vikram Singh tells me that they don't actually know when customers will receive the vouchers, and that every single time over the last 6 weeks that a British gas employee has told me I'll get the vouchers, it was a lie. They are lying to all their customers. They never sent the vouchers, and they have no intention of doing so anytime soon. I've posted my ordeal online to see if I get a response, but British Gas don't seem to care. So I'll be submitting complaints to the energy ombudsman services, and obviously leaving scathing reviews anywhere I can.”

Helpful Report

Posted 2 years ago

“Shocking customer service. They will pass you from one person to the next without resolving any problems. No one seems to be able to sort out issues. AVOID THIS COMPANY AT ALL TIMES.”

Helpful Report

Posted 2 years ago

“I feel guilty that I recommended British Gas to my daughter in law. It went smoothly in the beginning, but this last 6 months the gas care has been a nightmare It would take 3 A4 sheets to explain front and back They shouldn't be duping people with all their jargon of how good and honest they say they are”

Helpful Report

Posted 2 years ago

“British Gas are breaking the Law (they have admitted this)! They are completing FRAUDULENT transactions! Their staff from the CEO to the cleaners are thick immoral imbeciles. The whole company wants shutting down! A disgrace to the good name of British!!!”

Helpful Report

Posted 2 years ago

“Vulnerable customer. We have no interest in your sales team. We just need help to keep warm. Been a British Gas customer since I can remember, looking elsewhere right now. I live alone and it is currently costing me nine pound per day. On UC I can only feed my dog and wrap up warm.”

Helpful Report

Posted 2 years ago

“Possibly the worst app I have ever used !. The only parts that work are the bits they can sell you services etc. Usage info doesn't work and support is a joke.”

Helpful Report

Posted 2 years ago

“Simply the worst customer service I have encountered. British/Scottish gas migrated me to a new system without even the courtesy of informing me. My account was effectively cancelled without anyway of me knowing what I would be expected to pay. My direct debit was also cancelled. God knows how many of their customers have had the same thing happen to them and during an energy cost crisis at that. However I am aware that mistakes do happen and would have hoped that British/Scottish Gas would have been able to fix problems entirely of their own making in a prompt and efficient manner. I was wrong. I was so frustrated and angry that I e mailed Chris O’Shea the CEO of the parent company Centrica. I got an acknowledgement from that e mail telling me that they will email me again within the next 5 – 7 working days to provide me with an update. That has not happened so it would appear that the contempt for customers goes right to the top. I think there needs to be a Twitter like clearance of the alleged British Gas Customer Service Management Team and the same for their IT Department Management. If there were not so many news stories out there at the moment I am sure the press would have a field day regarding this migration.”

Helpful Report

Posted 2 years ago

“British Gas Is the worst company ever I must say a thief a white collar thief stealing from us in a legal way .I tried to switch from them 6 times and tried to move my energy supplier and every time they been making different excuses don't want me to switch I have solar panels in my house and still high Electric bill I believe they doing something wrong and keep adding something in bill I must say worst company every they wont let you move away from them I am thinking to take legal action against them and get rid of them I got 600 pounds bill for gas and electric it is a joke these people are thieves we should stand up against them Stay away from British Gas When ever tried to get help from them no use waste of time and money sad thing is they are looting us backed by Govt .Govt making them rich and rich and not doing any thing Shame on you british Gas Shame on you”

Helpful Report

Posted 2 years ago

“If I could give 0 stars I would! I spent 4 and a half hours on the phone to BG yesterday and my issues are still not resolved. A tenant moved out in august so i took over the energy until a new tenant moved in on 1st November. My electric account was in credit on my final bill £112. I requested a refund but the cheque I received was only for £46 I rang and queried to be told the £66 left on the account was from the government grant and I could not have this money back eventually it was agreed a cheque would be sent but it hasn’t and since then my electric account and the credit balance no longer exists. BG has deleted any evidence of the £66, my final bill and that an account ever exited! Then we come to the gas account which was a pre payment meter a final bill was issued showing I was in credit £5 a day later a new final bill is issued stating I owe £950 dating back to nov 2020 when the original tenant moved in so basically BG are trying to charge me for the previous tenants usage, I can’t even understand how there would be an outstanding bill when the meter was pre paid but if there is any debt does not belong to me! Customer services are useless passed around departments and fobbed off with lies!! AVOID at all costs!!!!!!!!!!!!!!!!! Incase BG responds I have sent in a complaint and tweeted with no response!!”

Helpful Report

Posted 2 years ago

“British Gas have changed their online system so that now.. when we are all trying our best to cope with rising fuel bills, customers can no longer see their energy usage or monthly costs and the smart meters, that were helping no longer work!. British Gas response to this is that is might be sorted out in 90 days! Never mind, they will continue to make millions in profit while they make our lives ever more difficult. This is gross incompetence and complete disregard for customers. And no doubt someone earned millions setting up the useless online platform we now have.”

Helpful Report

Posted 2 years ago

“Been a Homecare customer for over 20 years. USED to be great but now atrocious. Last 2 times used them taken days to come out, rescheduled appointments and not fixed issues on the 1st attempt. Most recently, 4 engineer visits, blamed wiring as cause - done by them when installed Hive. Then blamed house wiring which we then had to have a cable run from 1 end of house to other, only then to find out it was neither but a boiler fault that needed parts. THEN after all this discovered that we were right and the boiler had been burning gas continuously for the previous 2 weeks despite being assured by these "competent" engineers it was not. To then send a renewal notice with an increase of a few pence of £120 per year on top of an already high price. Just cancelled and my renewal with a competitor with better trustpilot reviews is £270 cheaper per year.”

Helpful Report

Posted 2 years ago

“Customer service with this company is appalling. I have attempted to contact them on several occasions, eventually managing to speak to different people. My initial enquiry was to check I was not in credit as this is not practical for me currently and I do not want my money sitting with the company - only to be told I was in significant debit of varying amounts and then with no outstanding amounts whatsoever. Calls were not returned, information provided was poor, I was told I could not speak to a manager, the call was disconnected today (I was not rude and so no reason for this, I had purely asked to speak to a manager). My direct debit is apparently going to be increased from just over £50 per month to £848! I live alone, I am usually out at work, I do not leave any heating on when I am out, it is impossible to sort this out without a formal complaint and I plan to speak to the ombudsman. I would strongly advise to avoid this company in view of my experiences.”

Helpful Report

Posted 2 years ago

“Unlawful money deduction!!!just about to report them to trading standards and make them even more famous everywhere.Im a pay as you go customer and whatever I top It stays on debit which is rising instead of adding credit to the meter,can't track the usage properly ,no help from them whatsoever no voucher and not answering back with solution to that for over a month already!”

Helpful Report

Posted 2 years ago

“I have had a problem with a smart meter monitor for several months. Every time I contact BG about it I'm waiting about 20 minutes before phone call is answered. I then explain the issue and on Every occasion the phone then is hung up on me. I ring back and go through it all again only for phone to be hung up on me again. This has happened many times with it happening 5 times in one afternoon. I'm told someone should call me back but they never do.”

British Gas 1 star review on 16th November 2022

Helpful Report

Posted 2 years ago

“Never works when you want it to . Password rarely works”

Helpful Report

Posted 2 years ago

“I was forced to go with BG last year when my energy company collapsed. It's been a nightmare from day one. I have the same problems as other reviewers but in addition I find their website is so confusing and primitive. They now have two systems running in parallel. They will not give me regular statements even when I supply them with readings. They bill electricity without billing gas at the same time. Absolutely useless company. Luckily I have moved to ovo.”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,128 reviews