British Gas Reviews

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

1.2 Rating 3,120 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,120 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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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

“British Gas, if you going to launch a new app why do you come with a product which is so awful ... Interface is bad and plain, now when looking energy usage is not possible to compare different months or years, which was possible in previous app, you are still showing I have an account associated to an address i have moved out almost 3y ago .... Honestly”

Helpful Report

Posted 1 year ago

“Received a letter saying we were £1800 in credit then received one saying we owe £1800. Their customer service line is a Kafkaesque maze. Got passed through 5 people, having to tell the same story 5 times, only the phone 1.5 hours just trying to talk to someone that could tell me if we owed money or are owed money. Absolute joke of a company. Customer service so bad I’d not use the company again”

Helpful Report

Posted 1 year ago

“I received a letter on 17 November saying my a/c no. was changing but did not mention any other changes or wld be sending me a bill for 2 months when my contract with them is to receive qtrly bills. Also did not mention they would need meter readings. The bill was an estimated bill, and way overestimated. Have checked online and a B.Gas article says they have been planning this change of accounting system since 2021 and not to worry there would be no changes. But they have changed things and are in breach of contract. I do not have to accept an estimated bill. When I complained, this arrogant person in the executive dept phoned me and said he was closing my complaint and twice refused to send me a deadlock letter so I could take my case to the ombudsman. They do not comply with their own complaints procedure either. Why is this awful company with such arrogant staff still allowed to operate as a business.”

Helpful Report

Posted 1 year ago

“I submitted my meter readings for this month 25/11(as i do every month) The next day i got an email reminder which i ignored. But 2 days after that i got a text reminder. I duly checked my a/c and my readings had been stored. I used their we chat 242 in line but seemed to be progressing quickly so i hung on. When i finally got someone she asked "would i like her 2 submit my readings", of course i replied yes. Then when i asked about the chasing msgs she replied with some totally wacky reply then told me to ignore it. When pressed for an answer to my question she told me i could submit my readings 2morrow!!! I gave up but on checking my a/c 2nite the latest statement is for the period 30/9/22 (!) - 29/11/23!!!!!! USELESS is a kind way of putting it. I won't be as kind when i ring them 2morrow.”

Helpful Report

Posted 1 year ago

“They do their best to avoid us contacting them. I have been with them for best part of 50 years. I am paying £220 p/month (far too much) my contract runs out August 2024, so does my loyalty.”

Helpful Report

Posted 1 year ago

“Very poor customer service following a recent move to an EV Driver contract. Complicated by fact my old account was on the ‘old system’. Smart meter not communicating, long waits on live chat, sent from one call centre to another. The service seems utterly chaotic. Can’t find my account online, a promised callback not delivered. I’m out asap.”

Helpful Report

Posted 1 year ago

“Total waste of time I'm 74yr and disabled been on the phone for 2 hours due it a bill thats not mine and they not helpful at all old me i had to pay or they have me put in prison and refused to put me through to manger and then hung up on me.”

Helpful Report

Posted 1 year ago

“No stars if I could. They've added additional charges to my bills and they have lost my direct debit details in their system 'upgrade', that's a data breach! I would encourage all to use Martin Lewis's company Resolver to lodge your complaint.”

Helpful Report

Posted 1 year ago

“Account number: A566208  Shameful Lie! I can't recommend companies that employ liars. The smart meter installers did not turn up for installation in the morning timeframe provided. They did not call and did not ring the doorbell. I've received a text saying: "We visited your property today to fit your smart meters, but unfortunately, nobody was at home - we're sorry we missed you." This is a freaking lie and completely unacceptable! I was sitting at home, waiting for the engineer to come. I called British Gas immediately after receiving the text, and they could not organise installation on the same day. I've taken an unpaid day off partly to get this done. What a waste. That's it. They have just lost a customer.”

Helpful Report

Posted 1 year ago

“Smart meter installed 2021. Not updated on National Register. Unable to change supplier due to this. Yesterday 311th in queue for chat, then they couldn't deal with it on chat, sat for hours waiting to get through on phone. Failed. Two emails to customer service. No response. Ombudsman next stop....i could go on.....”

Helpful Report

Posted 1 year ago

“We had a smart meter and monitor installed on the 20th of November. The monitor has worked for 3 days it says lost network?. Complained about this to British Gas had email this morning saying they are looking into it ?.would I recommend them NO”

Helpful Report

Posted 1 year ago

“Awful customer service.”

Helpful Report

Posted 1 year ago

“Don’t know what’s happened with my bills. I’ve had 3 bills dated November. 😒”

Helpful Report

Posted 1 year ago

“Shifty and underhand in making a contract we never agreed to. Do not ever have any involvement with this company they are not to be trusted.”

Helpful Report

Posted 1 year ago

“Sold me an EV contract but can't fulfill so, in breach of contract and now charging me in excess of cap, due to their total incompetence. Smart meter reads only one rate, yet EV rate is peak and off-peak. No communication from them as to how the issue is to be resolved, yet they keep sending me huge bills.”

Helpful Report

Posted 1 year ago

“I called in when I was about to renew my Home Service. If as a loyalty customer and they gave me discount.”

Helpful Report

Posted 1 year ago

“I had to go to ombudsman because of bad customer service. I refuse to pay towards their 900 percent evil profit's. Im an OAP and will pay what I can afford Only,im living in one Room currently to save on energy , haven't put on my has central heating and won't, now I hear therye putting up prices by 5 percent in January 2024, someone needs to stop them, never in my life have I heard About so much greed from one company ,there is no excuse now as interest rates have fallen. How the individual's responsible for this evil can look in the mirror, no one only rich people can afford their price's unbelievable”

Helpful Report

Posted 1 year ago

“Hi.. I've been without heating and hot water for 5 days with 8 children in house and one is a cancer patient... I had waited patiently for a engineer to attend today.. I got a text at 8am saying engineer will attend at 8:34 so I got up and ready at 8:30 I went to toilet for 1 minute and came back to front door and the engineer posted a card saying sorry visited at 8:30am you were not in... I waited for hours and days... couldn't the engineer wait a few minutes. But I was at my door for 8:31 ... it was still few minutes b4 he arrives left... and I got onto phone straight away and every time I tryed to chat to someone on option 2 it just kept cutting me off... then I went on text chat and they couldn't do anything either... its been a hour and still not got through to anyone... really disappointed and will recommend to all family and friends and customers at my spar shop to re think about getting British gas cover ... I'm not worried abt myself it my 8 children in the house!!!”

Helpful Report

Posted 1 year ago

“Bunch of useless C__ts. Nice and concise for you. Can't understand basic English or common sense. Phone calls, letter, email or online chat. None seem to resolve issues. USELESS COMPANY.”

Helpful Report

Posted 1 year ago

“In March this year we called out B G as we had a problem with our heating and hot water and this was covered under our service contract. First engineer came and confirmed we had a problem but couldn't fix it but arranged for an appoint with a colleague who could. Second engineer came and found the problem and said we had a blocked water pipe and would have to drain the system to fix it. Tried to drain but said the tap on the drainage system was stuck and could not be opened. Told him there were other drainage points which strangely enough were also stuck. He saw we had a wood burning stove and said he was not "HETAS" certified so was not allowed to work on the system and had to cancel the service contract and but a do not use sticker on the boiler and left. Here we were in March with frost in the North Pennines, 80 next year former Cancer sufferer and wife with no heating or hot water. Our local plumber was able to drain the system and checked all drainage points and all worked perfectly. Problem fixed at a cost of £300.00 which should have been fixed under a contract we paid for. Since then we have been contacted by BG a number of times and a previous review in September was responded to by Kam who was sorry to hear and said if I contacted them on Facebook or Twitter or pop then a DM with Trustpilot they will do their best to help. I am 80 and have no idea what the duce they are talking about? Are they going to refund my £300. Do they seriously think we have gone all this time with no heating or hot water. Since September they have contacted us again pestering us to rejoin their service scheme. That is fine if they think I can just throw money at them and when I have a problem cancel the cover due to our having a woodburner. Please leave us alone.”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,120 reviews