British Gas Reviews

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

1.2 Rating 3,141 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,141 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

“Have a service agreement for a couple of flats which costs £341.98 per annum. Currently no heating and no hot water. They cannot get out until tomorrow afternoon and expect the customer to take the afternoon off work. So, inconvenience and extra cost! When I phoned up to complain the advisor suggested we boil a kettle!”

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Posted 6 years ago

“Demand for totally wrong amount, harassment for payment”

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Posted 6 years ago

“Customer service is absolutely appalling. They gave out my personal information without my permission.”

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Posted 6 years ago

“Spoke to a rude south African who basically told me I was free to leave if I wasn't happy. Shocking service.”

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Posted 6 years ago

“Very poor is not enough to describe BG service. After boiler and new radiators installation I have been left with leaks all over my ceiling in one room, just because their "professional engineer" didn't bother tied up the pipes, radiators were installed on to existing horrible and very old pipes, I have specifically asked for valves on the radiators and been told, "yes, yes, valves are less of his worries" WTF and of course there is no valves installed on the radiators. Their "professional" work cost me £4000 IT IS LESS THAN VERY POOR”

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Posted 6 years ago

“Had boiler serviced in june. Put heating on after heatwave summer.water is fine. Charging us call out because of their bad servicing.”

Helpful Report

Posted 6 years ago

“My central heating boiler is old, doesn't cost a lot to run and has worked perfectly since my wife and I bought our house (in Grantham 23 months ago). That is until it was serviced in April, for the second time, by British Gas. The engineer remarked at how clean it was and how quietly it ran. However, a few days later the pilot light went out. Although it relit easily the problem persisted sometimes going out after a few days or more. I requested a repair and,in May, a new thermocouple was fitted and I was asked to monitor performance. The problem came and went at irregular intervals, the biggest being 29 days, so I requested another appointment and this was arranged for August 6th. The first thing the "engineer" did on arrival was to tell me that "hot gases" from the boiler flue were "scorching" the wood of an adjacent storm porch. This was despite the fact that paint was flaking off on both sides of the porch because redecoration was required, nothing to do with "hot gases". He then diagnosed the problem as a faulty gas valve but told me that parts are not available. Not true since they are available from several suppliers but BG doesn't keep them. He then proceeded to fit another new thermocouple and an overheat stat, all the while telling me I need a new boiler and asking me to arrange an appointment to get a quote from BG which I did to shut him up because he went on about it for so long. I was saved the trouble of cancelling subsequently since the sales rep. was off sick and couldn't attend! Before leaving he told me my boiler is a fire risk and should be turned off. I declined. When he had gone I saw that he had left a "do not use" card in the boiler. I then called in an independent gas safe registered engineer who confirmed there was no problem with "hot gases" and that gas valves are available if required. From this experience I can only assume that the "engineer" is in some kind of commission scheme for generating appointments and selling new boilers. Today I received an email to tell me my Homecare agreement will renew shortly with a telephone number to call with any query. Why would I want to renew if parts are not available? I called it and was faced with an automated system that asked me to say my reason for calling then told me it didn't recognise that reason! Apparently "cancel" is not in its vocabulary. You have to say "Homecare" then answer "yes" when the system asks you if it's about a renewal. After 10 minutes I got through to someone and explained the reason for my call. She asked me to hang on. A few minutes later she told me that I needed to speak to the cancellation department but there was a long queue which I could either join or have a call back from BG. I opted for the latter and was told it could take up to 48 hours!! I asked why I had to speak to someone else and was told she was not authorised to take cancellations. I remember when British Gas was easy to deal with and gave good service. What happened?”

Helpful Report

Posted 6 years ago

“Very bad company, customer service zero. We bought a property with British gas supply wanted to carry on with them monthly tariff around 89£ was paid unbroken after received a letter with an outstanding bill over 1000£ very shocked the information given at first was wrong and still paying the balance moved to bulb only pay monthly 78£ around 3 month now received a letter to say our actual consumption is law they want to reduce the monthly tariff. British gas rob you off. Keep far far away.”

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Posted 6 years ago

“Nothing about British Gas makes me happy. Their service contract prices have increased massively and their service standards and response times have fallen rapidly. I cancelled my Homecare 4 contract when it reached almost £1.000 a year on top of a £100 call out charge for any heating problems. They are losing customers like water running down hill, that has to tell you something! It makes me wonder if BG is looking to get out of the retail market and concentrate it’s business on the Centrica wholesale supply of gas.”

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Posted 6 years ago

“I really didn't want to give BG even one star but unfortunately I have to. They began by offering reasonable prices and then have almost doubled the charges with very little notice (£120 to £220 per month a 2 bedroom terrace). Ridiculously overcharging your customers and poor customer services is the reason I will go elsewhere!! Terrible experience”

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Posted 6 years ago

“I wouldn't use British Gas again ever. Their customer services is no-existent. I bought my second home in June 2018. The property had a prepaid meter installed so whilst we were doing the up we kept the prepaid meter going, topping up at the Post Office as we went along. British Gas keep sending us the same bill for 'paying monthly', I have phoned them 5 times now to explain we have a prepaid meter, every time they check and after about 1/2 an hour they say 'yes you are correct we will credit the bill'. Every month I get the same bill again, go through the whole process. Today I received a bill where they have added a charge to my account. Thank you very much British Gas, three months on and about 5 hours of my time and you still cannot sort the problem. I give up! I wouldn't give you any stars you don't deserve it!”

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Posted 6 years ago

“smart meters they don't work and then you end up with a massive bill do British Gas care no they don't the fact that the technology provided it's not their fault. Poor service”

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Posted 6 years ago

“! have an 8 month old child and I am being told today I have to wait until 28th before someone can come and look at my washing machine. The package costs be £63.51 per mont.”

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Posted 6 years ago

“My mum had a new boiler installed, a big job because it was moved to a new location in the house. This cost the best part of 10k I believe. We just had a plumber round to fit a new kitchen tap and he discovered the hot water tank was leaking around a pipe. He said it was never installed properly only "hand tightened". My mum is elderly with dementia so she struggles to keep on top of things, therefore she didn't alert us to the small damp patch on the kitchen ceiling where the pipe upstairs had been dripping. I called British Gas about this, only to find out that she was 17 days beyond her warranty and they would not come to rectify it unless we pay. I fully understand the need for a cut off period on a warranty, but this issue had clearly been going on for more than 17 days and was a poor/faulty installation issue, rather than a boiler breakdown.”

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Posted 6 years ago

“Rang strong smell gas and burning from metre sending somebody out between 6pm 1am sat up all night still waiting rang back coming between 1pm 6pm shocking british gas”

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Posted 6 years ago

“Another price rise! Taken the decision to switch to bulb and wish I did it ages ago. Their pricing is very competitive (cheapest on the market for me), there is no contract and they even pay any exit fees. Such a simple process to switch it literally took 3 minutes. I got £50 credit on my first bill so almost a month of free energy. You also get your own referral code so if you recommend someone you and they each get £50 off and you can do this as many times as you like. Fantastic idea! Feel free to use my referral code and get £50 credit: https://bulb.co.uk/refer/peterk9464”

Helpful Report

Posted 6 years ago

“These big companies won't learn. Customer service is everything. We have changed to BULB energy, much better and if you use the following link to sign up you'll get £50 credit. You can send the same on to anyone you like when your signed up. Seamless process and cheaper. bulb.co.uk/refer/matthewb9192”

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Posted 6 years ago

“Large sums of funds taken out of bank as Direct Debit. I have never used more than £60 .. and they have taken £700. plus as estimate reding. Still waiting for a refund of over £1000.00 since 25th of January. Call centre is in South Africa. Awfull service couldnt care less attitude. Still waiting for a phone call let alone a cheque. Quick to take money out of account.. why a cheque as a refund? Disgraceful”

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Posted 6 years ago

“First impression not good. Telephoned to arrange for a meter to be fitted into a new property and was held on the line for 34 minutes whilst being transferred from one assistant to another only to then be given a 0800 number to call. Am now being held in a queue. Unbelievable!”

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Posted 6 years ago

“Moved into a property that was supplied by British Gas - changed to another supplier. When they closed the account, they sent me a final bill: - Gas usage was 4x what I had actually used - They moved me to another tariff which has a standing charge that was 50% higher than all the bills that were being sent to the "The Occupier" at the address. I am very glad to be moving to a different supplier as it looks like British Gas will make every attempt to screw you over...”

Helpful Report

Posted 6 years ago

British Gas is rated 1.2 based on 3,141 reviews