British Gas Reviews

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

1.2 Rating 3,209 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,209 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 15%
Accurate And Undamaged Orders	Greater than 81%
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 26th December 2025

106

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

“Every year British Gas delay my Annual boiler service by about 2 months so that after about 6 years I have paid for 7 services and only had 6. This to my mind amounts to fraud. This year after pestering BG they arranged a service for 14 May 2021. On 13 May they cancelled that service and rescheduled for 4 June 2021. On 23 May I received a text cancelling the 4 June service and offering a £65 refund of £65 as compensation. There was no mention of when the service would be rescheduled. On 28 May I received a phone call repeating the same information as above. When asked when the service would be rescheduled I was told that the £65 was in lieu of having the boiler serviced and I would not be receiving a boiler service. In effect I have been cut off from having the annual boiler service I was relying on. I find this behaviour by BG totally unacceptable. They make the excuse about Corona virus while at the same time advertising on the TV that "they are there for you" or some such twaddle. The main reason they are providing an inadequate service is because they are trying to worsen the working conditions of their service engineers who are understandably striking over the issue. The previous service was done by and engineer from Newcastle upon Tyne (we live in Leicestershire 150 miles away) who was put up in a hotel in Kettering for a week at a time because they did not have enough staff in the Midlands - what a way to run a business”

Helpful Report

Posted 4 years ago

“Well I receive a email from BG about my complaint about not turning up for an appointment which they confirmed twice by text but then failed to tell me they had cancelled the service due to other priorities and gave me another date in July without asking me if I am available. What are the chances they won't turn up for that either. The email they sent me confirmed that they had received my complaint and would get back to me within 8 weeks!! Are they serious? Or is this a comedy sketch. 2 months to sort a complaint. Mr Ombudsman please investigate BG without delay, they are extracting money under false pretenses!! My complaint ref is 8012355236. Think they need to go on course about the definition of customer service. I'm available...its not rocket science”

Helpful Report

Posted 4 years ago

“What happened to BG. Can’t get an engineer out to fix a faulty central heating valve. They book you in, wait three weeks for appointment, then cancel their commitment to appointment, due to other “higher priority” work.... plus they now charge an excess”

Helpful Report

Posted 4 years ago

“Shocking customer service - Refund my £800. Having moved from British gas in February 2020 they continued to take money for gas from me via direct debit which they never supplied. I only realised this last month when they emailed saying they were increasing my monthly fee as I was out of contract. I have spoken to the call centre in South Africa who are unable to transfer me to anyone in the U.K./manager/complaints team and they investigated the issue which took 2 weeks. After hitting the investigation deadline on the 18th of May it seems British Gas owe me £800 as they supplied nothing (taking money under false pretences?). I've now chased for my money 5 times always getting the same response from the call centre in South Africa - the refund is blocked due to the value. Final word today from me was I'll give until 5pm for a customer complaints team get in touch finally and confirm my money is refunded before I put my complaint on your social media sites. Complaint also logged with Ofgem now considering taking legal action. Will never be a British Gas customer (impossible to speak to someone in Great Britain) again.”

Helpful Report

Posted 4 years ago

“I have just recieved a rude email saying they know i lead a busy life but if i dont pay my bill they will be charging me another £25 . Funny thing is i paid that bill over 10 days ago . I know times are hard but if a big company like british gas cant get it right maybe i should go elsewhere”

Helpful Report

Posted 4 years ago

“Moved into a new build house, still waiting for my first gas bill from British Gas 7 months later, despite repeated attempts to pay them. Do not use British Gas if you can help it, useless customer service and hard to contact.”

Helpful Report

Posted 4 years ago

“Pay as you go meter stopped working.woudnt acccept top up.no idea how much electricity was left.spent 3 hours on telephone over 2 days talking to 6 customer care workers and had 5 completely different answers to resolve.i have never experiend such a shambles.”

Helpful Report

Posted 4 years ago

“A theft and messy company. I was with British Gas for a few years. When I changed address, they set up a new account for me instead of amending the old one, so I called them to clear this up. After couple of days, it turned up that I've got 3 account set up for the same address including two DD and a bill send by mail. So I called them again. They advised me to pay senr bill so I did. Then I noticed that both DD were taken from my account. It took me many weeks to clear this out and lots of nerve, but I never received a refund. Absolutely hopeless!!!”

Helpful Report

Posted 4 years ago

“vile greedy company putting phone down on customers when they have complaints,”

Helpful Report

Posted 4 years ago

“Rang British gas and was told engineer would be out on the 19/05/21. I cancelled dental appointment and waited in all day. At 18.46 rang up to chase, to be told appointment was not booked. Promised some one will come out before 10pm. Lost confidence in Bristish Gas. It is not what it use to be.”

Helpful Report

Posted 4 years ago

“I was with British Gas for a few years. All of a sudden they began to take £100 more per month from my bank, it wasn't until I had emails from other companies that I pay by direct debit telling me their payments were declined that I looked into it. They had been helping themselves for a few months and put me in trouble with 3 other companies (Disgusting Right?) I eventually left British Gas and arranged to pay off an amount they said I owed. I payed of the second monthly payment, I then receive a message from a company called BPO??. British Gas had passed my details to them and I now owe this company the money I owed BG. On phoning BG, I was told that because I had payed the second payment a couple of days early, the payment due on the 19th of the month showed as missed. HOW PATHETIC. Not only had BG put me in debt with other companies by taking more money without even letting me know, but they had now sold the debt I had with them to another blood sucker. To round it off just nice, I had a message from my credit reference agency telling me that my score has now been damaged by not paying my bill. I am absolutely struck dumb,,, How could a massive organisation like British Gas shaft a normal working class person like this? I know how, they don't give a toss about their customers, just the money they can squeeze out of us. WELL DONE BRITISH GAS, YOU HAVE BROKEN ANOTHER PERSON ON THE BREADLINE, AND STRUGGLING TO MAKE ENDS MEET. I HOPE YOU ARE REALLY HAPPY WITH YOURSELVES.”

Helpful Report

Posted 4 years ago

“Why has british gas not telling customers that when gas and electricity are low it run into emergency without my knowledge this is so annoying I prefer the supply to cut of then I top up to budget my pocket”

Helpful Report

Posted 4 years ago

“British Gas failed to deliver my boiler service booked over 2 months ago. They gave me a 6 hour waiting time from 12pm to 6pm, texted me 4 times to say their engineer was running late, then didn’t bother to turn up! When I phoned at 6pm all I got was a recorded message saying “Sorry we missed you”. Could I speak to anyone? No way. Hopeless company with no respect for its customers.”

Helpful Report

Posted 4 years ago

“Absolutely the worst in every way possible.”

Helpful Report

Posted 4 years ago

“Absolutely appalling customer service they don't even deserve a zero..... I have had no electric since 30/4/21. I have spoken to numerous people and supervisors and non of them have been able to help me. I have spoken with Luna, Sam, Nunzia Ellis, Zianda and Phindale Zibi (Phindale Zibi is supposed to be a supervisor and promised to call me back at 6.15pm last night but he did not. If you cant trust a supervisor who can you trust eh!!!!) Nunzias - she clearly was not wearing her headset at the time I called. All I could hear was laughing, shouting and swearing in the background. It sounded like British Gas were having a party in the back ground. As soon a feasibly possible I will be leaving British Gas. I don't even have the words to describe how thoroughly disappointed and extremely unhappy I am with there service.”

Helpful Report

Posted 4 years ago

“So we got switched over to British Gas in January without asking to be from the council. Been asking for 5 months to be switched over to pre payment meter. Instead they put us on a quarterly bill making the bill sky high. As well asked for a appointment to get our meter read. After 5 months still nothing. Then when you speak to the customer service team you cannot speak to anyone in England yet it is called British gas. The ladies in South Africa say they are doing things but nothing has been resolved. I am sick and tired on being on british gas.”

Helpful Report

Posted 4 years ago

“They are the worse! Had a difficulties to pay the bill due to pandemic, arranged a call to discuss my situation and all I got were threats that my case will be sent to the third party, will affect my credit score and other nasty stuff!! The only company that were not able to give me extra two weeks before my pay check.. the bill is less than £90 and i get such treatment?! such a disgrace!”

Helpful Report

Posted 4 years ago

“I was a temporary customer for 1 month in my new home until I used uSwitch to change supplier. I gave them my opening readings and closing readings for the final bill and they but they sent me a bill based on random numbers. I have tried to correct this by being in contact with at least 8 different agents and have up until now been issued with 4 final bills. All different and the last one also covering a period in time when I didn't even own the property. I have the readings, give them to agents and they just don't get it right. Tomorrow I have to ring them again and waste another couple of hours.”

Helpful Report

Posted 4 years ago

“Another failed appointment. Quite appalling customer service. You pay a lot of money for cover and then they continually let you down. The company really needs a significant managerial change”

Helpful Report

Posted 4 years ago

“Marked my credit history although I have never received a bill Awful haven t sent me any bills checked clear score they have labelled a missed payment on my credit score to say i am furious is an understatement ! i am leaving and will never use any of there services while i am on this planet . I AM CONSIDERING COURT ACTION OR SOME FORM OF COMPENSATION”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,209 reviews