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

Write Your review

Tell us how British Gas made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Easily the worst experience I've ever had with a utilities company. I was, for my sins, transferred to BG after People's Energy went bust. First they didn't set up our account properly so we couldn't login to give a meter reading. We went through the forgot password facility and reset the pass, but it still didn't let us in. We tried to call, but never got near them. It was always a 30-45 minute wait time - that was if you managed to get through the labiryntine "press X for Y" menus that actually led you to a human. As a supposed alternative we were invited to use their What's App service. This is just another bot-based facility that can, in theory, to those who are very lucky, lead you to chat with an actual human. We waited over 24 hours for a reply; when eventually someone did, they completely missed the fact we'd attached our meter readings to the previous message. When I pointed this out, it seemed to end the chat, and we were returned to the beginning of the process, with the labiryntine menu system. We never had another message from a human. Honestly, it's like this company has been designed to frustrate. It's laughable that these cost-saving What's App systems are intended to make things easier and streamlined, yet just lead people to be annoyed and not ultimately get the help they need. Remember when you could just talk to someone and they'd sort your problem out? There's probably a reason intelligent extraterrestrials haven't visited earth yet. They look at the likes of Trump, Brexit and British Gas and probably think there's far more intelligent places to visit. Good job, British Gas!”

Helpful Report

Posted 3 years ago

“This is the worst energy company in the UK. Impossible to contact by phone who even cheat and rob you of your entitled refund when moving. You have been warned!”

Helpful Report

Posted 3 years ago

“Well where do I start 1 send out new card in my dead husband name Sent me a letter saying you owe me nearly £500 I was told it was a mistake. RUBBISH SO YOU OWE ME MONEY I forgot to top up my fault so phone up as top up wasn’t going on My son was told we needed someone out to sort it again RUBBISH I phoned up as I had no electric and with my disability I need electric on in my home the 2nd gentleman on the phone was lovely he help talk me thru at getting my top up on but on doing so I was put in a dangerous situation, I was very unstable at what the gentleman was asking me to do at if I had fallen I would have not been able to get back up with my disability, Now I have 2 questions for you 1 Where is my money you said you owed me on the 31 July 2 can I please have a copy of the 2 phone calls on my top up please Only 2 questions but I bet you will not give me 2 answers on here I’m putting you to the test give me the 2 answers I have left reviews on trust pilot, and on face book but getting no where with yous , so come on British Gas give me the answers”

British Gas 1 star review on 10th November 2021

Helpful Report

Posted 3 years ago

“booked home care then told i had not have now got to wait 3 more weeks wont tell me why as it is my dads home he in hosp.so cant speak to them .really unhelpful do use them”

Helpful Report

Posted 3 years ago

“Simply terrible, they've left my tenants without hot water or heating for a week. There are small children in the house and so I've put them up in a hotel whilst British Gas continue to delay fixing the problem. Worst still, they lie about arriving at the property but no one being there (they do not call me or the tenants to check). It takes too long to speak with someone and when you do they simply don't care. You're better off calling a local provider than using these expensive cowboys. I have numerous properties looked after by another provider and will never use British Gas again.”

Helpful Report

Posted 3 years ago

“Was with BG for a number of years.Since May 2021 I have had nothing but problems with my gas and electricity meters.Have spent hours on the phone to them being told a load of lies phone just put down.Told they are not sending engineers out because of covid which was untrue.When the came out fixed flauty meter.Then came back out a few weeks later to put new meters in so could pay DD.Done the electric meter but had problems with gas meter so put me back on card meter.They cancelled both my DD.Then came back out a month later and put another gas meter in still had credit on old meter which the engineer said they would credit me which her wrote down.Had to set up DD again .Was told They could not set them up as I was a month behind as I had cancelled them,When it was them.When I did get them set up they took money from my account at different days to what I wanted.Then they said with the last meter They took out with the credit on it that they could not find the paperwork for it.In the end I had enough and I have now gone to another supplier with a cheaper rate then BG.Same on you BG for the way your customer service treated me and I hope the money which you have not refunded me from my meter puts your profits up more.”

Helpful Report

Posted 3 years ago

“Have got Homecare cover. Promises so much but delivers so little. Today (Monday) had water leaking from the boiler. Rang and the automated message said it’s easy to book an engineer online. Tried, but the first available day was Thursday! After a huge amount of effort, managed to actually talk to someone (they make it really hard for you to do this). They said they would get someone out today before 4:00pm. In the afternoon was told the engineer was on schedule but then got a message to say it was delayed due to an urgent appointment. At 6:15pm got a message saying the engineer was on his way and would be with me shortly. 7:45pm and he still Hadn’t turned up. Rang and was told he had to go to an emergency (as if water flooding out of the boiler isn’t an emergency!) but would be with me before 10:00pm. Needless to say, 10:00pm came and went. Spoke to someone who said they would still be coming as they work 24 hours. I’m not holding my breath!”

Helpful Report

Posted 3 years ago

“British Gas Homeserve Disgusting company. Impossible to speak to anybody!!! Just robots!!! Despite paying over £300.00 per year , can not arrange service. Future customers be aware! They take your money!!! No service!!”

Helpful Report

Posted 3 years ago

“Have previously had nothing but praise for BG who have serviced the boiler in my High Street offices for years so god knows what has gone wrong to make them such an awful company now. Didn't know they were as bad as I have discovered by reading all of the following reviews!! Annual Service booked in September, engineer didn't turn up, no contact to say why, to cut a long story short rebooked a further two times and again engineer didn't turn up and again no contact to say why! Spoke to lady who was very nice as she said she dealt with booking the engineers' appointment and one was booked for today and gave her a window of between 9am and 4pm for him to get here. At 3pm no sign of the engineer even though I managed to get through at lunchtime and bookings confirmed engineer would be here mid afternoon guess what for the 4th time no show. Got through on phone and told I was being put through to bookings after hanging on for over 40 minutes I hung up and emailed their Credit Control asking for a refund. I have spoken to this department before and they are good, pity the rest are don't follow suit. Must be something really drastic wrong at BG for them to move from a brilliant company to a complete shower!!”

Helpful Report

Posted 3 years ago

“I was switched to British Gas because previous electricity supplier PFP Energy went bust. Since the date of the switchover on 02/11/21 our economy 7 heating has not come on. Freezing cold house for over a week and no resolution in prospect. Due to a number of medical conditions my partner is considered to be extremely vulnerable. So far have made 4 separate phone calls to BG customer service totalling 4.5 hours. I have been lied to , fobbed off , and cut off. These people are totally incompetent. With the last phone call , i thought i was actually getting somewhere and an engineer visit was arranged for today - he never turned up !!! Their online live chat does'nt work. Their online complaints form does'nt work. There complaints email address is'nt monitored !!! Have tried contacting them through Twitter - so far no reply. How can a company the size of British Gas be SO BAD ? Whatever you do , do not voluntarily sign up with this company.”

Helpful Report

Posted 3 years ago

“Well I wouldn't even give them 1 star as they are that bad and such an awful company. I wouldn't recommend British gas to anyone. They don't care about the suffering families with mental health plus the fact there are 2 children in the house they are willing to let them go without gas and electric !!!! which means no heating in these cold nights plus no food as all the food will now get wasted due to no electric ! Not willing to help or do anything they basically said they don't care. I would stay well clear for you own sake !!!!”

Helpful Report

Posted 3 years ago

“British Gas are still advertising HomeCare on TV, they should be taken to task by the Advertising Standards Authority for totally misleading advertising. I have just cancelled my HomeCare after my appointment was cancelled twice and then being told they have booked my boiler service in for the end of January 2022. An absolute joke.”

Helpful Report

Posted 3 years ago

“Was forced to switch to British gas after my provider when bust. No night supply on day of switch. Customer service answered after 25 minutes, spent an hour trying to convince a person in South Africa to send an engineer. He said my smart meter was not supported by BG and exchanged it 2 days later for an older model. I was without heating and hot water for 3 days because BG can't be bothered to check if they can supply a service. BTW compared to my previous company BG are charging Day rate +100% Night rate +30% Standing charge +25%”

Helpful Report

Posted 3 years ago

“Wastesd hours of my life over 3 days trying to submit meter readings. Should be easy either in App or online. Isn't. Stupid robot sends me to nonfunctioning page. No advisors available on chat. Tel no. no longer in service. Hate the company already and only been a customer 6 days.”

Helpful Report

Posted 3 years ago

“Homecare appointments repeated cancelled. British Gasd do not employ enough engineers to meet contractual obligations. Unable to get through on telephone. Service would be better called Dontcare.”

Helpful Report

Posted 3 years ago

“I used to be a loyal customer, not for the money but for the previous excellent customer service. Alas standards have slipped beyond all recognition over the last year. Cant wait until my contract is up!”

Helpful Report

Posted 3 years ago

“I switched to British gas on the 16th September on the the 9th September I rang them to inform them the pre pay meter had been exchanged for a credit meter..nearly 2 months on I'm still on a pre pay tarrif 6 phone calls and two complaints raised and still no call back from there so called specialist advisor....I would strongly advise that you give this company a wide birth...utterly shocking company and customer service”

Helpful Report

Posted 3 years ago

“If anyone is looking to have home care cover with British gas, I recommend you look elsewhere. We're loyal customers of this company but not anymore. You pay for a service that is time and time again cancelled without anyone telling you its going to be. Can't get through on the phone either unless you're willing to wait an hour!. Very poor service. If any company should be shutting down its British gas.”

Helpful Report

Posted 3 years ago

“Terrible service, no hot water or heating and the 1st available engineer online is in a weeks time. Spent over an hour and 3 calls to get through to someone only to be told that’s the best they can do. These days this cover is a complete waste of money.”

Helpful Report

Posted 3 years ago

“Incompetent company, unable to speak to anybody, switch still not complete after nearly 2 months, meter now not compatible, rubbish, rubbish, rubbish! AVOID AT ALL COSTS!!!”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,138 reviews