British Gas Reviews

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

1.2 Rating 3,226 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,226 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 7%
Accurate And Undamaged Orders	Greater than 79%
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 21st December 2025

105

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

“You're the worse. Terrible service. We pay for your care plan. Our boiler stopped working last week, so we had no heating or hot water. After hours on the phone and lots of you lot getting it wrong, over 3 days, 3 different plumber visits never happened, and none of you seemed to know what's going on. One of your staff even tried to blame my wife, and was rude and unpleasant. We don't know what we get for our care plan of £38 per month. But we will cancel that now and advise everyone to stop. You're better off saving that payment monthly and getting a decent, independent professional plumber when you need one. And stop these inept companies earning such huge profits. I expect some compensation after the thousands of pounds they've had off us. Most upsetting”

Helpful Report

Posted 4 years ago

“A terrible company to deal with you wait ages for them to answer the phone, they deserve to lose customer's the way they treat there customer's”

Helpful Report

Posted 4 years ago

“Rubbish company. Never answer the phone never had them sort out any issues at any property.! I’ve also never chosen to be supplied by them an I never will. Currently trying to pay a bill of a dead family member. Thank you for making this as frustrating process as possible. Could all be sorted over the phone. I guess I’ll see you in court.”

Helpful Report

Posted 4 years ago

“I was very happy to leave Bt Gas when I moved house, maybe 25yrs ago! Awful C. Service V Costly! No better now phoned 5 times to ask for a DD Mandate form still not had one. Had a few supplier's since BT Gas having moved around, then found Zebra Power second to none! Thanks a bunch Boris and Off Gen!”

Helpful Report

Posted 4 years ago

“I changed from the peoples energy to another supplier which I thought was taking direct debits for gas and electric, but British gas kept sending e-mails demanding a I changed from the peoples energy to another supplier, thought the gas and electric was with them, bur british gas kept sending e-mails to pay them for gas. My new company keeps trying to get them to stop but british gas keeps stopping them taking over as they say that I am with them. I have disputes with British before they are a terrible company'”

Helpful Report

Posted 4 years ago

“Steve arrived this morning, after 1st ringing to confirm that he was on his way. My problem was "No hot water" in my kitchen, after listening to my concerns & being worried, fault was rectified & provided me with some Education, (due to hubby previously sorted these issues & passed away on 01/08/21) I am very grateful to his swift action and empathy that Steve showed me, Steve is a credit to British gas. Thank you Steve.”

Helpful Report

Posted 4 years ago

“Set up extra cover for my boiler service this morning.I need an engineer today.Guess what the engineer has been delayed.Had the same message last time.The engineer is set to come today if they don’t I’ll have no hot water.All it’s supposed to is an annual gas service.Why charge these fees if you let customers down.I hope someone comes today.Please don’t use pandemic as an excuse you have extra engineers to help.”

Helpful Report

Posted 4 years ago

“App is useless. Impossible to set up direct debit without getting through to Advisor on Message service. There are clearly not enough employees as Advisors are never available. Very poor customer service.”

Helpful Report

Posted 4 years ago

“We were told our elderly tenant would have to wait 5 weeks for a repair so no heat or water in winter ?????!!! I cancelled two accounts immediately”

Helpful Report

Posted 4 years ago

“The Homecare service has gone rapidly downhill over the last 15 years. In the last 4-5 years thet have either cancelled the appointment the day before or not turned up on the day, so it was no surprise when they phoned last month the day before my service and radiator repair to cancel. After being assured as I've been cancelled once I should have no issue with the rearranged appointment. Today they rang and cancelled again. This is the most shocking useless shower I have ever come across. They are taking money for a service they can't provide. Only the age of my bolier stops me changing. I hate this company with a passion and I recommend anyone to go elsewhere if they can.”

Helpful Report

Posted 4 years ago

“Been with bg for several years now u can't contact them via Web or phone absolutely ridiculous get sorry not all agents are busy been like this for months Switching soon to eon as they don't ignore you”

Helpful Report

Posted 4 years ago

“I was moved to British gas after People Enery went into receivership. I have been trying to set up a direct debit to pay my bill yet still not been able to. When you phone they do not answer or move you from department to department and then you suddenly get cut off and have to start the process all over again. I have come from a company that had a high customer care to a company that do not care about the customer. Last time I spoke to an adviser they told be that I could not set up a direct debit as my electric smart meter is not working this time my gas meter is not working?”

Helpful Report

Posted 4 years ago

“Dreadful customer service. You try to get assistance at the moment and all their operatives are good for is cutting the phone call off or terminating the live chat (after shunting you from one long queue to another, leaving you enraged and with the same problem you had to start with). USELESS!!! And all this because they ignored a "reschedule" text for a meter installation.”

Helpful Report

Posted 4 years ago

“Arranged a BG engineer to come and service my heating boiler, Friday 26th Nov. Also asked that someone look at why radiators were no longer coming up to temp. didn't get a BG engineer, got a subcontractor, who wouldn't loot at the radiator problem and the service took around 10 mins! Made another appointment for 2nd Dec. BG engineer this time who (fare play) checked everything and said there is a blockage and he would arrange for dynorod to come with "Thermal imaging gear" to fine it. heard nothing for a week and finally chased it up, having to phone Dyno myself who told me they would con on 21st Dec. they came and spent the day banging all my radiators and finally said it requires a Power Flush to clear the dirt out of the system and they would go and recommend it to BG. Meantime I had arranged another call because the boiler was now making a noise when the pilot light ignited, for 7th Jan but also called to complain and make sure the power flush was being arranged. BG said they knew nothing about it but would pass that on to the visiting engineer. I got another subcontractor who couldn't get out of the house fast enough but, did arrange a propper BG guy to come the same day. This guy made the recommendation for a Power flush Quote which, I have accepted. As I missed the phone call to arrange a date, I called again only to have they tell me I had not accepted the quote yet (even though I had the return acceptance email in front of me at the time). I'm now waiting for a return call to confirm when a proper British Gas engineer can come and do the Power Flush. I note that, as soon as I raised a complaint they wanted to give 30 pounds to close it right away! Followed by "what if we make it 50 pounds!!" Even though it turned out that dyno rod had recommended the power flush, I was told that a recommendation from them meant nothing to British Gas... Conclusions: Even when you call them up they don't look for all the details related to your case. They don't follow up or communicate internally. They still send emails asking me to arrange a service. 2 Months on I live in hope of getting me heating working properly by summer!!!”

Helpful Report

Posted 4 years ago

“I pay monthly for British gas home care and they do not upload the documents onto my portal- really inconvenient”

Helpful Report

Posted 4 years ago

“Useless. It's taken 4 months to het a direct debit set up having failed to take payment twice. They admitted the problem is at their end. Now they've informed me that my direct debit has been cancelled as requested by me!!! Utterly inept.”

Helpful Report

Posted 4 years ago

“Informed them a week ago that we had no heating due to a boiler problem.After six days they attended our address and informed us we needed a new pump.They will re attend in two days time with a pump replacement.More than week without heating in mid winter and we are pensioners.Makes me wonder if British Gas home care is worth the money.”

Helpful Report

Posted 4 years ago

“The app is useless. Try to login and it says there's a problem us not you and when you can log in it's so slow and doesn't work properly and asks if you want to save card details say yes but it doesn't save them. It's been like that for months. You're British gas, sort it out!”

Helpful Report

Posted 4 years ago

“Appalling product, appalling service. New boiler and tank fitted 18 months ago. It keeps cutting out, losing pressure and we don't have hot water or central heating. We have called BG out 5 times as part of our Homecare plan. They are slow to respond, tried to go to an address we lived at 25 years ago! promised they would be here before 6pm today, didn't turn up then claimed they were booked for the next day (which they weren't). We had a service booked for next week which they can't find any record of and cancelled without telling us. I wouldn't trust this company to run bath. Terrible service.”

Helpful Report

Posted 4 years ago

“I am a new customer at British Gas and I can honestly say they are terrible, incompetent, and not professional at all! They have put me through stress! They have cancelled my appointments several times, they have made me my book holiday from work and cost me money to attend an appointment that they never turned up for. Don't sign any contract with British Gas. I would strongly advise you go somewhere else. I will not be renewing my contract! Useless company.”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,226 reviews