British Gas Reviews

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

1.2 Rating 3,124 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,124 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

“It's about time you sorted out your online top up app. It's USELESS. jumps about then says an error occurred and to try again, when the money is already taken from bank account but not showing on smart meterand I cannot find the top up code. ALSO JUST TO LET YOU KNOW BUT THE UPDATES ARE AT LEAST 4 DAYS BEHIND”

Helpful Report

Posted 1 year ago

“Absolutely appalled! Tried to access an engineer call out via phone, over an hour and was cut off twice. Message on the phone directling you to the chat so gave it a go only to be told they couldnt help me and to phone the number I had phoned and waited on for an hour - when I said I was not happy the agent left the chat (rude). Dont usually complain but as a younger person trying to get a leaking boiler fixed without a great deal of success I can only imagine how difficult elderly people find this - now sat on the phone with at least a 20 minute wait - no-one every complain about the NHS when we have private companies providing such inadequate service, especially when I pay nearly £200 a month for gas and electric and I have insurance cover on the boiler - also the next available appointment on the app is 5 days away we could have a swimming pool rather than a kitchen by then!”

Helpful Report

Posted 1 year ago

“I have been waiting for my top up smart meters tobe installed for over a year. First appointment Engineer went to wrong address - 2nd appointment no show - 3rd appointment I keep getting text messages saying my appointment has been cancelled, however when I call to find out why I keep getting these text messages they have no idea why? as on their system it says the Engineer is due tomorrow 18/10 between 10am - 2pm I'm still not convinced they will show up tomorrow. Also I have received an email saying I need to keep topping up my Gas and my account is now with their Debt Department I'm not Happy and when I call I keep getting different answers. James I have sent messages on Twitter and had no response- I am now waiting for my smart meters to arrive? Sort this out for me or I will keep writing bad reviews I HAVE JUST BEEN TOLD THAT MY 3RD APPOINTMENT TODAY HAS BEEN CANCELLED I WANT COMPENSATION YOUR COMPANY IN A JOKE IVE BEEN WAITING FOR MY SMART METERS FOR A YEAR NOW I WILL KEEP WRITING BAD REVIEWS Date of experience: 17 October 2023 Edit Reply from British Gas 14 hours ago I'm sorry to read this Ashley, if you'd like us to take a look drop us a private message on Facebook or Twitter and we can look into this for you! ^James”

Helpful Report

Posted 1 year ago

“I've been a BG customer for over 30 years. This new App BG has switched customers is truly appalling. Before it was so simple to keep an eye on your daily spending, make top up payments etc. Now that's all been taken away for a bland, non informative App. I couldn't even get into the App in the first place without jumping through hoops. My pin number has been removed so now back to remembering long password. I'll give BG a month to rectify then I will be moving my Gas and Electricity to another provider who can supply the information I require. Extremely disappointed that a company of this size could get it so wrong. I'm sure a lot of customers will be thinking as I am.”

Helpful Report

Posted 1 year ago

“Absolutely worse energy company.!! Useless. They treating people in unprofessional manner. They suppose to fit pre-payment pay as you go meter into my property, but instead engineer lied it's a temporary meter. Free gas etc until electricity will be taken over.. nothing never happened. It was actually a smart meter, direct supply. And the tried to issue me with hefty bills. This company is a scammer, no care for single parents who are struggling. And having kids. They will try you by giving you wrong service and meter .. 9 months later and I still don't have a pre-payment pay as u go meter. They really don't care. Do not use their service. Bad negative phone call experiences . Just transferring you from one department to another. Nothing will be done. Useless. You could never imagine how much stress these people put me through.”

Helpful Report

Posted 1 year ago

“I pay 53 pounds a month for homecare cover, i have no hot water no heating, the earliest appointment is in 8 days. Stay away!”

Helpful Report

Posted 1 year ago

“British Gas has gone downhill- closed my account in a blink of an eye - I spent hours on phone to them as wanted account transferred to new address- they were awful- gone over to octopus energy really didn’t want to but app so much better wish I changed years ago - back in control”

Helpful Report

Posted 1 year ago

“What a shocking App. Not worth 1 star. Will be leaving and going back to Scottish Power. Their App is really good.”

Helpful Report

Posted 1 year ago

“The new app is useless. What are BG goung to do about it. No useage displayed in the app since August. How am I expected to monitor my usage???????. Get a grio or I will be leaving”

Helpful Report

Posted 1 year ago

“I thought the new app would be an improvement on the old one, but NO! Where’s the previous readings gone, I can only see the last few days usage. Absolutely no historic info to see any trends in usage. Also the meter differs from the app values, due to standing charge, surely there should be an option to have this added to the charge so I can see what I’m really going to have to pay……Jeez it’s not rocket science!!”

Helpful Report

Posted 1 year ago

“Useless app,useless company,would give no stars if I could”

Helpful Report

Posted 1 year ago

“Dreadful - new app is useless!”

Helpful Report

Posted 1 year ago

“The new app is useless. It doesn't give you the information you need and all the previous data seems to have been lost. There also seems to be no connection to actual usage of fuel from the Smart meter.”

Helpful Report

Posted 1 year ago

“The new app has to be the worst ever. It’s hard to use and no longer shows how much energy you are using.”

Helpful Report

Posted 1 year ago

“New app is impossible to understand my summer electric bill is astronomical was asked 8 weeks ago to increase dd by £30 pcm did this now they want another £42 pcm it’s been the summer why can’t they work out usage and stay with it!”

Helpful Report

Posted 1 year ago

“Unable to speak to anyone that can help. Never call back. Was 92nd in one queue. Been trying to sort Smart Meter problem for 2 months. Just simply awful customer service.”

Helpful Report

Posted 1 year ago

“The new app is simple but now doesnt show the smart meter readings.no way of knowing what they have their end.now can send meter readings in new app.is this what they expect us to do.no way of knowing. Old app was much better with more info.not a fan.was assigned to bg when previous company went bust.wasnt happy about it but thought they were ok.now considering swapping to octopus as this app is really a step back and gives you less control over your finances”

Helpful Report

Posted 1 year ago

“Was on the phone to them for 3 hours. Kept getting transferred from one person to another and always got the phone shut on my face after being put on hold. Called them 6 times in 3 hours and i cant even make a complaint. What a bloody joke!!”

Helpful Report

Posted 1 year ago

“I am having to assist my elderly 89 year old mother. She needs to claim back £50 what British Gas overcharged her and they debited it from her account. The consultants blatantly tell lies when on Web chat and phone calls. After spending over 3 hours talking to numerous consultants,are still left back at square one unresolved! I have screen shot the last transcript as proof. Treating a vulnerable elderly person in the manner British gas have is appalling! Being a customer for many years and experiencing the decline in this company is evident. I will not be wasting anymore time tracing up this account discrepancy again with them Next step, Trading Standards!”

Helpful Report

Posted 1 year ago

“They owe me over £800 since I moved to Octopus...it has been months and I still have not had what they owe me. Outrageous”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,124 reviews