British Gas Reviews

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

1.2 Rating 3,141 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,141 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

“I set my account up with British gas in 2010. in 2015 Scottish power made an erroneous transfer of my account. then billed the wrong address so I didnt realise. I went on paying my joint energy bill not realising the gas bill had been removed. on January 1st 2019 I had bailiffs turn up at my door for the full amount of £2200.00. this was the first id heard of Scottish power or the bailiff company. I spoke with British gas and they said they would sort it out. 3 months later they deny I had ever had an account with them, then tried to trick me into taking out a new account. this would mean I would of had to pay Scottish power thousands that by law I now dont owe. Scottish power confirmed they would switch it back the moment British gas gets in touch, but like I said. now they are telling complete lies and deny I was ever a customer. my bank details and emails in receipt of payment to them say different. Beware British gas, it is not a British company. their final response was 'go get a solicitor' leaving me with the prospect of having my door kicked in by bailiffs so they can relieve me of my goods to that value... im fuming!!!!!”

Helpful Report

Posted 6 years ago

“British Gas charge you whatever they like when you take on someone else’s account temporarily. Then instead of charging the amount owed they charge you more so that they can give you a cheque refund of the balance, knowing very well that half there customers wont cash the cheque. Totally immoral institution that have no right to have the proud word British in their name. Why does the government not step in on practice such as this.”

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Posted 6 years ago

“It would appear that the operatives are chosen for their abilities to lie and obfuscate. No wonder that Centrica is going down the pan.”

Helpful Report

Posted 6 years ago

“Regarding Gas Cert and Landlords Homecare package. We've been BG customers on 2 properties since 2010 to 2019. We have paid over GPB 6,000. It's proven to be an absolute rip off as we never got value for services purchased and their service has simply deteriorated to appalling. They need agents on site to let their technicians in (no BG - they are not engineers, they are technicians) because they will not pick up keys. That's ok if their technicians would actually show up. They think nothing of leaving our tenants without gas in winter. And it is all about the repeat visit and extras. After 9 years a cupboard installed in 2007 becomes an issue. We have cancelled our contract with BG and would not consider using them again. Trust this is helpful.”

Helpful Report

Posted 6 years ago

“We were with British Gas for our business electricity. When we tried to change suppliers in Dec 2018 we decided to ask the new supplier to invoice our Limited company rather than myself personally. BIG MISTAKE. BG decided to change the name on the account to the Ltd company name (despite never being asked to) with disastrous consequences. I can't begin to tell you the confusion to the final billing process this has caused. When you email BG you NEVER receive a reply. When you call them, you seem to speak to a different person with a South African accent every time but no resolution. Despite owing nothing we are still receiving debt collectors letters. One star is one more than they deserve.”

Helpful Report

Posted 6 years ago

“I have just had a combi boiler installed by British Gas to replace my back boiler. It was quite a big job to relocate and get a gas supply to the new location. I can't praise the engineers enough. They were polite, efficient and considerate. I was dreading having the work done as floor boards had to come up that were under my laminate flooring. Everything ran smoothly. These lads are a credit to British Gas. The new Hive control is amazing, so glad I took the plunge now before my old boiler died. Have been a British Gas customer for over 40 years, never had any major issues”

Helpful Report

Posted 6 years ago

“On the 10/06/2019 at approximately 6.40 pm after returning home from work I noticed a lot of water coming in from my kitchen back door - there have been numerous issues with water that I have constantly reported and paid call out fees. I thought at least this could be solved this occasion. I called British Gas specifically stating I was worried and that because of my fridge being in that position some spark sounds were coming from there. To me this was an emergency and a huge risk to myself and the home. I was told someone will be there within the next hour and that an engineer/ plumber will call me. I rang back at 7 then 8 and 9 and was told no call has been logged. I was devastated and by this time I had a power cut and had to go to a local pub to charge my phone. The call was then logged and I was then told later when I rang back that there was a call made/with a logged matter where an engineer/plumber will be with me shortly I mentioned to the lady on the final call that this was a serious issue - she stated she will log a complaint and that she will also call me by 10pm to see if it’s been sorted. This sounded a little reassuring at the time. She also mentioned that she will ensure that an electrician can look into this as I have been let down (she specified despite not having cover for my electric regarding home Care) that something will be done to solve the matter at least for today? It is now 7am the next day I have had no calls or solution. I was also left at the home with no secure home alarm (ADT) so this was a cost I was paying with nothing happening. The engineer eventually turned up at 10.20pm but it felt a lot longer. It didn’t help at all when the plumber stated the water was coming from the back garden? To me this was very basic and not the work for a plumber to call out and see. I was able to see where the water was coming from, but needed a solution or some sort of plumbing work to be carried out. The plumber stated he is not a builder. When logging this matter for the additional time and not to mention delays/ being on hold possibly running up a telephone bill I did specify the urgency and state that due to no electric or lights the engineer/plumber will not be able to see anything - I was told they will have tools - I need to mention this plumber had no tools but a small torch saying he wouldn’t be able to do anything as he can’t see. He continually asked me if this is my home and I was not happy in the dark with no solution- not to mention soaking kitchen floor, slipping over many times. My kittens were running around and the plumber kept leaving doors open when I did say the importance of them being shut as my kittens are not yet immunised. The whole evening was a complete shambles and I am truly devastated here. I specifically mentioned all the above while logging the matter - not for no reason or ranting but to come to a proper solution. I felt that my whole evening was ruined , not to mention basic necessities completely destroyed when it could have been solved in a more better way (food/ lights/charging phone just to call British gas and be let down. I was also left with no choice but to go in a local pub where things took place just to charge my phone! awful experience and service Can we come to some sort of agreement here- I cant be left like this with no solution or help. I have also asked that a member of the team comes to help me with submitting a reading and till this date nothing has happened. I am left with potential high bulls where I have had this incident occur so haven’t had the full use, while having family pay extra. I have had separate issues simply changing account holders has been a palaver and I have really been let down.”

Helpful Report

Posted 6 years ago

“Just changed to British Gas, and OMG what a mess! You talk to people , give meter readings and they vanish! 5 times talking to people so far and promises, was even told to sit back and chill at one point! Email complaints no response, I’ve just live chatted and had to give all the meter readings again, opening ones and the start of June, and on my account they are asking for meter readings !!! What a nightmare this has been, and as I can see has been for a lot of others, I will definitely be changing next year when my contract is up”

Helpful Report

Posted 6 years ago

“British gas deserve a Five Star Trustpilot rating for the wonderful contribution they've made to the legalised business world of deceit, threats and distress. Fortunately for me and after 22 months of suffering the brilliant art deceit, threats and distress from british gas, I've decided to believe they don't exist. I feel so much better now because I've got a free supply of energy and am able to buy a headstone for my wife's grave! You see, british gas refuse to let me pay for energy.”

Helpful Report

Posted 6 years ago

“Do not use just look at here and trust pilot I had to try ombudmen they broke into my garage no warrant I've now contacted police as advised by ombudsmen”

Helpful Report

Posted 6 years ago

“Have had an ongoing issue for roughly 6 months now. The case worker assigned to my case either is completely lazy or has been given too many other complaints to deal with. Spent 10+ hours on the phone to numerous different people where I need to re-explain the issue and nobody seems to be able to make a decision. Cannot wait to never have to deal with British Gas again. Have never had such a poor experience with a company.”

Helpful Report

Posted 6 years ago

“Complaint against British Gas My customer number when with British Gas was - 851010505362 The issue began when we decided to change energy suppliers. We contacted British Gas and began the process of submitting meter readings etc. The 1st set of reading I submitted were declined and the reason was that the reading was very different than what was expected. I then phoned and after a VERY lengthy process of being passed from one to another I was told the meter readings could not possibly be correct. I confirmed them again over the phone and mentioned the fact they were from my smart meter. The response I got was, “You don’t have a smart meter!” I was a bit perplexed as I was being told that what I was looking at in my sitting room was seemingly a figment of my imagination. I assured British Gas that there was in Fact a smart meter and that it was British Gas who had installed it last year (Aug 2018). The call was ended with the assurance that we would receive a phone call the following day with an explanation. A week later and no phone call! I then called British Gas again... Another VERY lengthy wait and call (again in excess of an hour). The advisor again proceeded to inform me that NO smart meter had been fitted to our address. After, AGAIN, going through the same brief as I had spent ages doing to the previous British Gas rep, this man was sympathetic and began asking the right questions. I gave him the serial numbers from both Gas and Electric meters along with both the meter readings. He informed me that the serial numbers were NOT what was recorded in their system. Turns out we had new meters installed along with the smart meter. Although British Gas has no record of this being carried out! I assured the rep that all the work had been carried out by British Gas as they were our energy supplier. The rep assured me that he personally would sort things and get back to me the following day. The same outcome as before, 4/5 days laterI had to phone them for an update! Guess what the process ended up being... WELL OVER an hour again briefing yet another rep!!!! This man was VERY unhelpful and harsh with me. I was just about keeping my cool, however frustration was beginning to surface. I ended the call with a request for a complaint to be lodged. I was assured that someone would be in touch. I received an Email stating that THEY had RESOLVED the issue and had addressed all my concerns. THEY DID NOT ADDRESS ANY OF MY CONCERNS - and said they had closed the case!!! I am now left with many unresolved problems - our new supplier has opened our new account based on British Gas “Estimates” for gas readings. - when I submitted readings to Bulb energy, they send the same response that British Gas used too - The readings are not accepted because they are way off their expected readings!!! - I have no way of knowing if I have been ripped off by British Gas as for the last year they have been going on “estimated” readings. - all our four girls left home during that year and we know our usage was dramatically reduced when they left home!! - there is a massive difference between the “estimated” readings and actual. Actual readings are round 3000 lower than estimated ones on both meters.”

Helpful Report

Posted 6 years ago

“Helpful and a good energy saving , I will be back to sign up in a few days , as npower we’re going to charge me a leave early fee.”

Helpful Report

Posted 6 years ago

“Keisha in customer services made a problem with my meter so easy to correct. I was pleasantly surprised and impressed with the efficient, polite, helpful, understanding and reassuring way she approached and solved my issue. She deserves a lot of loyalty from her employers and a bonus. Many thanks.”

Helpful Report

Posted 6 years ago

“Since the "Smart meter's" have been fitted we had nothing but trouble, we have not been credited our balance from the old meters as promised, the website does not work, the app is impossible and you are left without a viable way of topping up your account and left ultimately without gas and electric. The customer service is void and you just get passed to other departments and other advisors where they "look" into your complaint then fill you with empty promises, or you just ignore you. The facebook page is filled with complaint's and the advisors on their social media sites are pretty arrogant or continue to ask irrelevant questions without actually reading the complaint's. I have lived in many third world countries and received better service than this 'British Corporate" company that seems to be stuck in the dark ages where customer service and competence is concerned. We are now stuck with this poor excuse for an energy company as the more competent companies do not take on client's with these dreadful "Smart meters" I just hope this helps others whom are thinking of switching to the smart meters. Switch provider while you still can don't be left without energy like we constantly are!”

Helpful Report

Posted 6 years ago

“Homecare package is not what it seems its £60 extra for each and every callout. Having a leak from the plastic pipe connecting my boiler to the outside drain pipe. I stupidly thought that this sort of issue would be covered under my top Homecare package. Well it was not unless I wanted to pay £60 excess for this and any other call out. £60 for a rubber sleeve is nothing less a cowboy type ripoff. Its about time they gave there engineers horses and triangular hats shouting stand and deliver on arrival. So if you are thinking about Homecare package, think again it only covers what you think it covers if you agree to give them £60 to walk through your door. Its a call out charge pure and simple so why not say it up front when you are buying this product. Because once you are on the hook they will have you for every penny they can squeeze out of you, also bear in mind before accepting you for Homecare they insist on a full inspection to insure they are only covering stuff unlikely to breakdown, I could accept a excess charge for faults and repairs over £200 but £60 for a rubber connector is outrageous. I'll try fixing it myself or I'll rather pay an independent who I trust to fix it at a sensible price.”

Helpful Report

Posted 6 years ago

“Bully text / phone all threatening debt collection . I have never not paid a bill . Misinterpreting the Ofgem backbilling rule . Would rather spend an hourly rate on advisors being rude , uncompromising than compensate for poor service . Going to the ombudsman . Get some customer service training , understand the definition of a complaint, recognise and compensate , you would then get better reviews !”

Helpful Report

Posted 6 years ago

“Frustrating telephone conversation with emergency department. I couldn't answer all the operative's questions, as I was ringing from an office on behalf of technicians out at a property, therefore the operative seems to be answering her own questions for me to put in her database! She refused to take a contact mobile number for more details, and sounded rather stroppy. If I spoke to enquirers like that, I would soon be out of a job!!”

Helpful Report

Posted 6 years ago

“I use 5o be with British gas any issues always connecting me to south Africa how can you call a company British gas by doing that RIP off will never use them ever again so glad I use utilita now standing dailey fas charges sick and it's not penny pinching its RIP off prices be gone with u for good”

Helpful Report

Posted 6 years ago

“Annual Homecare check yesterday. After about 10 minutes, engineer went to boiler controls (upstairs)to get boiler to fire up. Came back to boiler in kitchen and announced that the boiler would not ignite and he had to over-ride with switch on boiler. Said that ,meant over-heating but switched on and as it ran for another 10 mins. decided it was OK. When the auto control should have come on in the evening, nothing happened. I checked the digital control upstairs and found that he had switched all controls to "off". No wonder he couldn't get the boiler to flash up.”

Helpful Report

Posted 6 years ago

British Gas is rated 1.2 based on 3,141 reviews