British Gas Reviews

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

1.2 Rating 3,138 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,138 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

“Everything went wrong the wait times to speak to someone was over 48 minutes, the virtual chat advise you to ring customer services? plus told different amount to pay on account then to be told we have cancelled your payment plan due to wrong payments, i have been a customer for over 22 years today was the last straw, i am going to find another provider that is firstly cheaper and better service, at least the adviser abroad was helpful but sadly to late”

Helpful Report

Posted 4 years ago

“Hi, i have been trying time and time to sort this issue which has been going on since the smart meter has been installed. on the 4th january. I am being charged ridiculous money, because someone at British gas unable to sort it out. I have rang and spend hour on the phone and your system has not been update to show that we have SMaRT Meter. it still appears as economy 7. i work and study and have 2 small children i do not have that much time or able to afford £174 a month bill because someone on your end cant do the job. i understand it is pandemic but surely this doesn’t take that long to sort it out. Especially when i have spent hours on the phone speaking to your representatives and then nothing is done. i then get promised a phone call, to resolve an issue and once again no one calls me back. this is very pure customer service. and i would consider the his being a fraud/ scam by british gas.”

Helpful Report

Posted 4 years ago

“Would have given no stars but won’t allow that so had to begrudgingly give one star!! Really don’t bother with British Gas Homecare complete waste of your money. I was unfortunate to have to deal with this company had a boiler breakdown booked the service at the same time, advised to contact a neighbour (of whom lives literallynext door, information provided to BG) and they would let the engineer in the property, as the person in the property was in hospital. The engineer attended didn’t bother speaking to the neighbour, put a card through the door and left. Giving benefit of the doubt I arranged yet another visit, same thing happened again. Now bear in mind that British Gas state they will help the vulnerable wherever they can!! So I made another appointment at this point I was appalled by the service received, but this plan has been paid for over years for an event like this!! So another apt made for the breakdown and again the supposedly free service that is included in the policy. The engineer actually contacted the neighbour this time, the engineer went in the property adjusted the thermostat and left. So apart from the hot water still not working when he left, the service wasn’t done a 50 excess had been paid for that visit on top of already paying £40+ a month. When I called BG I was told that there was no service booked in, which I know i requested. At this point I cancelled the policy and got my own engineer to fit the part that was needed. The appalling service didn’t end there I put a complaint in, was told this should not have happen!! And was insulted by being offered £50 which only gives the excess payment back, nothing for the appalling service, and the incompetence of staff and also the inconvenience of everything. For such a big company it is disgusting and I wouldn’t waste your money, it will be cheaper and less stress to just get you own private engineer to carry out any work, because the money you spend and the stress you get put through isn’t worth it, may as well throw the money down the drain. So I put this on their Facebook page, was told to PM them and give my details and they will look into it, well what a surprise don’t hear anything back!!”

Helpful Report

Posted 4 years ago

“If I could give British Gas no stars I would. Their customer service is beyond useless! I inherited their utilities when I moved into a new build house and immediately tried to change utility provider. Unfortunately the National Database shows our address incorrectly and I can't move providers until it is sorted. This was Mid January. It is April next week and despite numerous phone calls and live chats it is still not sorted! I've been lied to, fobbed off, my complaints closed down with no resolution. I am so beyond angry it is unbelievable. DO NOT USE THEM!”

Helpful Report

Posted 4 years ago

“My smart meter doesn't work. Phoned British Gas on Feb 23rd and I was told that someone would be round in a few days. Nothing happened so phoned again on MARCH 25th. I was told that no-one had been round (No-one had thought it polite or business-like to let me know why) but someone could come round and they would need access to the house. I said we are shielding so I was asked to provide a meter reading. I tried to provide meter reading, but the meter reading site was down(!). I tried phoning and was told that I couldn't leave a meter reading because I had a smart meter(!!). I phoned again and got through to a woman who started registering my reading then disappeared - I assume she'd hung up. I tried several more calls, but every time the phone was answered the person hung up without saying anything. Finally, I tried your website and after some time I was told I was eleventh in the queue. I accepted defeat. Are your staff having fun at the expense of the customer? Footnote: in the past, the meter readers have arrived at the house and said they couldn't find the meter....which very obvious and clearly visible on the side of the house. British Gas is a total shambles.”

Helpful Report

Posted 4 years ago

“Using the homecare service. It is essentially useless I'm afraid. We have had a problem with our boiler for 4 months and they still havent fixed it. They repeatedly cancel appointments with no notice.”

Helpful Report

Posted 4 years ago

“Customer service was awful! This is the 3rd time within 3 weeks that the household has been left without any gas! Having a heart patient in the household BG didn't think it was necessary to send an engineer out as an emergency. After pushing and arguing that it was not okay to keep the individual in the house under these circumstances they agreed to send out an engineer. An engineer calls at 22.34pm and says he'll be there in 10minutes! He never turned up! How disgusting! BG may be the biggest UK energy and home care services provider but for sure they ARE NOT WORTH ANYTHING! INCOMPETENT, CARELESS AND MONEY SUCKING COMPANY!”

Helpful Report

Posted 4 years ago

“Totally disgusted with #BritishGas Boiler broken since Friday so no heating or hot water. We have their service plan and the earliest appointment was 24 March. Phone call received today rescheduling it to 31March. They didn't want to carry out the annual service earlier in the year due to covid (ok) but promised they would be there in case of emergency. In their own words no heating or hot water is an emergency however it'll take 2 weeks to get to you! Disgusting service. This is a link to their commitment posted only yesterday. It's also worth googling how many staff they have furloughed. I am appalled”

Helpful Report

Posted 4 years ago

“I agree with most on here, a truly awful company that treats their loyal customers like scum. Go elsewhere, we do not live in a monopoly any more.”

Helpful Report

Posted 4 years ago

“Homecare boiler cover policy is just a scam to take your money! Had a fault with my boiler late last year. Engineer called and carried out what I can only describe as a temporary fix. This proved correct, as the identical issue arose about 3 weeks ago. Requested a further engineer visit and got an email confirming my appointmnet slot for Tusday 23/3/21. ( about a two week wait! ) However, 3 days before engineer was due to call, BG phoned to say the engineer visit was cancelled and they would be able to re-arrange vist for sometime in June! ( several months away!!!) Suffice to say I found this to be totally unacceptable! I had a confirmed appointment slot and failed to see why this could not be honoured! I have had to pay for an engineer tocall out and complete a proper repair to my boiler, which wasn't cheap. Cancelled my direct debit with this bunch of robbers and will never deal with BG again!”

Helpful Report

Posted 4 years ago

“1 star they wish they were that good. 1st call was over an hour, issue not resolved, BG answer to this was to simply hang up, 2nd call 1 hour 30 mins, still not resolved, can you guess what happened.... correct they simply hung up mid conversation. In they space of both calls, I went from £609.75 in debt to £275.34 in credit, back to £339.25 in debt, to £254.75 in credit. To top it all and whilst on the phone another bill popped up saying I'm in debt for £909.54, when I mentioned this there response was..... Click.... end of call What a disgusting, disgraceful, rude, and unprofessional company.”

Helpful Report

Posted 4 years ago

“how on earth is this rubbish company still around? how is it even possible? been trying to set up a direct debit but even after live chat, emailing and contacting zillions of times not been able (the company hasn't been able) to help me set up a direct debit. apparently it costs more not to have a direct debit. what a cheap company!”

Helpful Report

Posted 4 years ago

“If it was possible to give no star, that's what they would be getting.I live in a two bedroom flat, with my husband and 9 year old son. This company is charging me over £250 a month for my gas and electricity. When I applied to switch with another company, they block my account and informed EDF that I was not eligible for switching. I contacted British gas and was told I owed on my account. when I challenge the representative, she then stated after checking their records I had nothing owing on the account. She informed me it going to take another 14days for the switching to beable to go a head. British gas is a disgusting organisation, they are flue by greed and they have no regards for their customers. Pls avoid them at all cost...”

Helpful Report

Posted 4 years ago

“It is a trash service place and giving overpriced bills not even in the peak point of British gas bills. £450 and making excuses that the bank has it wrong but the bank confirmed it and so did their manager. CHOOSE SOMEONE ELSE”

Helpful Report

Posted 4 years ago

“I am not one to review unless positive or complain, however I have never experienced service as bad as British Gas! Not only is their Gas and Electricity shockingly expensive, the customer service is appalling attempted to contact their customer service for weeks with no contact back to any of my requests via multiple platforms, when I did finally get through, the payment date and amount was not adhered to or correct!! They are the worst company I have ever had to deal with! I will never use British Gas again!! I wish I could give you no stars!”

Helpful Report

Posted 4 years ago

“I had a smart meter installed so I could keep an eye on my spending. Their app isn’t working. Accessed account on my laptop the last update of spend was September 2020. Rubbish”

Helpful Report

Posted 4 years ago

“Engineer strike poorly managed by those who want to union bash and force customers to use poorly trained workers from Dynorod or local heroes, to avoid scrutiny of their incompetent restructuring plans. This customer's service repairs cancelled several times, why isn't this in the national press?”

Helpful Report

Posted 4 years ago

“The British Gas automated telephone system seems determined to stop you talking to a real person. I don't mind paying bill automatically, but for any complex issue to be shunted round automated menus is just excruciating. The online help is just as convoluted and eventually they will let you have a web chat - which is a typing nightmare. British Gas management could learn a lot from BT - who allow you to speak to normal helpful people who sort out issues quickly and with a human face”

Helpful Report

Posted 4 years ago

“British gas stole my money. I just returned from my holiday And entered my home at 10pm, after doing a food shop and I topped up electric and gas of a total £30+ . To only come home to british gas taking all the money and saying I have now owed them and to top up again. I dont owe british gas a penny I am a new home owner British gas have done this to me before. This is disgusting and very disappointing. This has now caused me total distress knowing I will be freezing all night and all my food for the fridge n freezer will now go to waste. Very upsetting”

Helpful Report

Posted 4 years ago

“Never had a problem with BG before. However I have been without central heating for some weeks but have hot water, I can understand the delay with Covid and the snow and bad conditions so was booked for a visit on Monday 8th but was called on the 5th and told i was rescheduled for the 18th as the engineers were on strike due to the fact that BG wanted to alter the engineers contracts so they could fire them and then rehire them! ie pay them less?? and it saves on not paying redundancy money. This is not ethical! I shall be complaining to my mps and Ofgen!”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,138 reviews