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

“Impossible to get through to. When you finally do, they hang up or just plain don’t care. Happy to leave my elderly disabled mother without electricity (who relies on electricity for her medication) - livid. Will be looking at alternative suppliers.”

Helpful Report

Posted 4 years ago

“Boiler and heating system not functioning properly. Called in Homeserve with whom we were under service contract. After 2 days of ineptness they left us in a worst state as the fitting of a new pump introduced copious amounts of air into the system and a leak left us with a damaged ceiling. Spent the last 4 nights with no heating and no hot water. Called British Gas on Sunday morning, had an engineer with us at 10.00 on Monday morning and by 10:40, the heating system was purring! Committed to spend £300.00 over 12 month for 3 star cover that looks after my complete heating system. Money well spent methinks...absolutely delighted with speed of response, professionalism of engineer and the result. Thank you!”

Helpful Report

Posted 4 years ago

“I CANNOT BELIEVE HOW BAD THIS IS !! IT'S REALLY DON'T DESERVE BRITISH NAME ON THE COMPANY. IT'S MISLEADING THAT ALL BRITISH ARE LIKE THIS BAD SERVICE. SUPER BAD SERVICE. CALLING THEM TRYING TO GET MY PROPERTY CHANGED TO MY NAME (NO ELECTRICITY IN MY HOUSE WHATSOEVER NOW) AND WAITING FOR 2 HOURS AND CALLED 2 TIMES TODAY WAITING FOR 2 HOURS EACH TIME AND THEN CUT OFF MY PHONE !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 4 years ago

“Zero customer service can’t get through to a human at all. Also got my address wrong how is that even possible?!”

Helpful Report

Posted 4 years ago

“Have had problems with my new boiler since installation 4 years ago. No one seemed to solve it. Then Tommy, an engineer for gas board for 20 years arrived. He spent hours and finally found the fault and changed a pipe and sensor, which had been the problem since installation. He was helpful, knowledgeable and caring. 4 years to solve ! Thank you to him, gas board need to rethink their system and go back to how they were.”

Helpful Report

Posted 4 years ago

“Impossible to reach, and when you do somehow manage to get a human being on the other end of the line they hang up and don't call you back. Just pray you never have an issue or ready yourelf for weeks of torture trying to get anything sorted.”

Helpful Report

Posted 4 years ago

“We had a leak inside our Boiler which was first noticed on a Sunday. It is very difficult to contact anyone on a Sunday unless it is a Gas Emergency. However, I did manage to book a Appointment using the Online Booking System for two and a half weeks later! The following Wednesday we noticed the leak was getting worse so I tried the 'Live chat' function and spoke with Prathamesh. He arranged for an Engineer to visit at 8pm that night, the relevant part was ordered and the Engineer came back at 10.30 the following morning and the leak was fixed. Think I was very lucky reading the reviews on here.”

Helpful Report

Posted 4 years ago

“constantly waiting for up to one hour to speak to customer services and when I do get through they promise to sort out my problem, but still do not”

Helpful Report

Posted 4 years ago

“What an absolute shambles..customer service a massive disgrace...whilst waiting for a phone reply..if that is you are fortunate to have not already been cut off by them.!..the automated tells you how an agent will be able to help you..lol..but forgets to mention ..that is IF? you ever get to talk to someone .. that it is more than likely they will just disappear from ur call ..as they do not have a clue how to sort ur problem..so just leave you hanging until you finally give up..As for...CHAT.. requested transcript..nothing forthcoming..likely because it included an apology for their incompetence..and highlý unlikely they would want that to be available in writing to a customer!!!”

Helpful Report

Posted 4 years ago

“Terrible company, worst I’ve ever had , mess up every time.. useless wankers”

Helpful Report

Posted 4 years ago

“British Gas home care?? The boiler broke down, no central heating/ hot water. It took five days for an engineer to come out, ten minutes later it’s all fixed even though he didn’t have the replacement parts he felt would rectify it?? I asked does it all look ok have you serviced it?,”no, go online for that” . Ten minutes after he left it broke down again .Tried to speak with british Gas over the phone ,near impossible!! finally got through was put on hold whilst they chased up the engineer then cut off . Phoned through again , (2hrs)finally spoke with somebody who said they couldn’t get hold of the engineer but I should try turning it on and off again.. earliest booking in three days , so over a week now! We pay around £400 a year for home care , due to the pandemic? The boiler and central heating hasn’t been serviced in two years and when you finally need the cover this is what you are provided with. Extremely systemically poor service ...steer clear!!”

Helpful Report

Posted 4 years ago

“Transfered to British, first months calculated usage equates to over ten times more than the actual usage, equating £850 for a month. Credit still not materialize from previous company. Absolute joke.”

Helpful Report

Posted 4 years ago

“i was chatting to the women, i was asking about the cost increase to my policy, i said it would be cheaper to cancel then start another account, she said we have a team for that then cut me off”

Helpful Report

Posted 4 years ago

“This review is not for British gas itself as I've had a year of trouble with the company itself and a handful of unhelpful of employees. I rung up on the 29/11/21 and finally got through to a lovely lady that actually liked her job and made it her mission to sort out my account like no other had ever attempted. Tanika you are an angel and I'm am so grateful to you for dealing with my complaints and spending the 2 hours to fix everything. Thank you so much for your time, patience and optimistic attitude, you were pleasure to talk to you and others at British gas would benefit greatly from your expertise and determination to get the job done. Thank you again 😊”

Helpful Report

Posted 4 years ago

“Was moved to British Gas when my previous supplier went into liquidation. Does the left-hand know what the right hand is doing in this company . I moved over on the 8th Nov on the 16th Nov phoned and set up a direct debit to be taken out on the first of each month starting from the 1st Dec on the 21st of Nov I received an email saying that they haven’t been able to take my direct debit but not to worry as the fault was their end and they would be taking it on the 3rd Dec then on 1st of each month from Jan 2022. Today 1st Dec my first D.D was taken looking on the App they will be taking a second D.D on 3rd of Dec what are they up to do they know what they’re doing you can’t get in touch with anybody the chat doesn’t work or closed on the app you just go round in circles I can’t see me staying with British Gas very long I’ve already had enough of them.”

Helpful Report

Posted 4 years ago

“Peoples went bust and I had to switch to Worst company ever, British gas!!!! Cant speak to them tried everything. I have a key can't find any place that their machine works to top up.Had to go 20 miles to get credit. I want to switch but Don't know if I am aloud to, company is a joke”

Helpful Report

Posted 4 years ago

“What a disgusting company. There customer service genuinely really don’t care a jot. The only effort they make is to send out debt collection threats. Threatening me with debt collectors because I owe them £9.07. When I made a complaint they promised to call me to sort it all out but never did. Going without electricity would be better than dealing with British Gas. There horrible. I gave them one star because zero wasn’t an option.”

Helpful Report

Posted 4 years ago

“A shambles. I've been moved to British Gas from Zebra who went bust. I've had NIL information from them - eg how much they will be taking per month. Nothing except the start date which has passed. I tried to contact them - there is no way I can do this. They cannot be reached. So they are my energy suppliers, will take whatever they want each month, and I can not contact them. I did a Trustpilot review (BG emailed to ask if I'd do a review) and BG replied to say contact them via Twitter. Are they serious? What a shambles of a company.”

Helpful Report

Posted 4 years ago

“The worst company ever!!! I have had to call them 5 times due to an error in my metre and having to manually putting my gas and electricity on my metre every time! This is not acceptable due to the company boasting about smart metres they wanted to put on customers when it’s stess every time I top up I call the company wait in a queue for over one hour then be told there is no mangers available?! Being a manager myself I asked them what would be the procedure if anything was to happen during work hours? She stated they would wait until the next day for a manager?! Never heard of that but Ok that does not sound professional at all. It’s the simple things that make this company lose money. British Gas need to hold a meeting and think how to improve there service as the reviews are awful.”

Helpful Report

Posted 4 years ago

“I have had a Homecare agreement for several years. My boiler runs on LPG. A few weeks ago the engineer turned up to carry out the annual service only to discover that we do not use natural gas. He was not qualified to work on LPG boilers. British Gas then contacted me to say the engineer had called but could not gain access. Visit was rebooked for November 29th but engineer failed to turn up. Their customer service is the worst I have encountered in any industry. They are a joke.”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,226 reviews