British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.22

1.2 Rating 3,153 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,153 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 22%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 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

“Terrible customer service. My boyfriend is an unfortunate customer. They’ve recently billed him for £38k for a 6 month period for a one bedroom flat. He has tried for days to get one persons email address to speak with, but keeps getting passed from pillar to post. Next step for us is going the omnibus man. Come on British Gas pull your finger out!”

Helpful Report

Posted 1 month ago

“customer service - no response to emails. Phone contact always answered by call centre in Africa, never in UK. They go over a list of same questions even if you had to call several times.”

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Posted 1 month ago

“Took 2x payments of £239.57, one in error, saying I would receive a refund for the first payment immediately. This never arrived. Spoken with them several times. Say they can't see second payment. They requested a copy of my bank statement which was sent. Now no reply to my emails. It like they can take your money with no consequences.”

Helpful Report

Posted 1 month ago

“I’m incredibly grateful I found FRED MERCY. They are true professionals when it comes to helping victims of investment fraud. From the beginning, their team acted swiftly and provided me with clear guidance and essential resources. Their support was instrumental in helping me recover my lost funds. What stood out most was their transparency and professionalism. They broke down the legal process in a way I could understand, and they walked me through every step. They also assisted me in gathering all the critical documentation I needed, which made a big difference. Thanks to FRED MERCY, I was able to reclaim my hard-earned savings. While this was a difficult experience, it taught me an important lesson: always be cautious when investing online. Do thorough research and consult with trusted professionals before making any financial commitments.”

British Gas 1 star review on 10th June 2025

Helpful Report

Posted 1 month ago

“my prepayment meter card slot stopped working, called BG to fix it. Engineer came 3 days later first thing he said was "oh I don't fix pre payment meters, I only install smart meters". I asked why has he been sent then if he can't fix it. He said British Gas DO NOT BOTHER REPAIRING THEM NOW! I am sure from what I have seen on TV that is totally illegal! Anyhow months later being left in limbo, various phone calls to BG who can't understand my accent an engineer finally came the 5th June, promised my credit of £180 would be put on, Monday I am still waiting for my credit. I am NOT calling them again, I am taking complaint further, see where I get. I know there are several thousands with similar complaints but the enforced smart meter is not a good look for BG”

Helpful Report

Posted 1 month ago

“Promise compensation for missed engineer appointments, but never pay up. Promised credit for cancelling a switch to another company. Only paid after 6 months and having to make a formal complaint. Now 4 weeks after switching to another company, still waiting for a final bill. I'll be in credit so they are delaying for as long as possible. Having smart meters, the bill should be easy to finalise.”

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Posted 1 month ago

“Smart meters don't work I had over 2k bill at end off year.”

Helpful Report

Posted 1 month ago

“Over charged 195 per month and and now I want to switch and they charging over £400 and I’ve never been in arrears”

Helpful Report

Posted 1 month ago

“They are dreadful. We bought a house with them supplying the gas. We provided a final readings and made the transfer to Octopus. Final reading agreed. Getting letters now saying that as we are not paying by direct debit our bills will increase. Now sending us estimated readings despite not having an count. Trying to pay them what we owe them for the 7 days before the account was transferred and no usage of gas has proved impossible. Nobody will anend our bill and nobody will answer the phone. Absolutely diabolical”

Helpful Report

Posted 1 month ago

“Yesterday, a British Gas engineer installed a new smart meter at my home and assured me that I would be able to top up electricity immediately via the mobile app or online. However, shortly after the installation, I checked both the app and my online account—and found no option to make a payment as promised. Concerned about running out of credit (as we had very little left before the installation), I called customer service today. I spent a total of 53 minutes on the phone, being transferred three times. The third advisor suggested applying for emergency credit just in case our power was cut (stating the option of online payments would become available within 48 hours of the new meter installation—information I had not received from the engineer) I was then asked to provide specific details from the meter to activate the emergency credit, but I was at work and not near the meter at the time. This crucial requirement was only mentioned at the very end of the call, after nearly an hour—by which point I had already gone well over my break at work. This experience highlighted two major issues: Inconsistent information between British Gas staff. Critical details being shared too late, wasting customers’ time. This was a frustrating and stressful situation, and sadly, yet another example of poor service from British Gas. Based on this experience, I cannot recommend them.”

Helpful Report

Posted 1 month ago

“3x Smart meter Installs CANCELLED 3x Smart meter Installs have been cancelled without reason. Everytime I try to book, i have to then join the queue again for another 4-5 weeks! what a waste of time. Customer service team continuously apologies and false promises they cant keep. 3rd time, not even a notification to say its been cancelled. Only found out when I requested a slot confirmation, to be told its been cancelled. How Pathetic can they get. 😠😠😠 Moving to another Supplier soon!!!”

Helpful Report

Posted 1 month ago

“Can't even call customer service. What a joke”

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Posted 1 month ago

“Futher to my last review of British Gas I stii trying to find out when or if an engineer is coming to fix my smart gas meter ? I stated the engineer who was supposed to come on the 2nd of may didn’t bother to come another appointment on the 30th of may was cancelled I spoke to chat line advisor who booked yet another appointment on the 4 th of June this again has been cancelled without out any expianation I’ve tried to talk to advisor this morning but got message saying there’s 90 people in queue no doubt there all won’t to know like me have British Gas actually got any engineers and I won’t to know why I have had three appointments cancelled and I’ve not been paid the £40 I was promised because of the first missed appointment why are British Gas so poor now ?”

Helpful Report

Posted 1 month ago

“Absolutely the worst customer service ever. I have been paying by direct debit for years and have not been billed since July 2023. I made hundreds of request via email and phone for this to be looked into. Not one person in the company ever got back to me after a year of making contact with them over and over again. This was their error and yet I was the one trying to sort it. I have never know such poor customer service even at high level. The company is an absolute joke and fo not care about there customers. I would even say they are incompetent at all levels.”

Helpful Report

Posted 1 month ago

“Britsh gas absolutely rubbish contacted them time after time and still in the same situation. smart meter doesn't work .been about 2yrs now absolutely fed up it's like banging your head on a brick wall phone them email them still nothing wast wast of time”

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Posted 1 month ago

“British Gas man Ed called at my eldery mothers house today and was a perfect gentleman.Kind and patient and explained everything he was doing.10/10 excellent service”

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Posted 1 month ago

“Violated my rights, and bumped up prices. Direct debit payments and bills on top. Way over priced for a service they can’t really provide.”

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Posted 1 month ago

“Very very very bad. British Gas is not trustful. They do not show up for appointsments, and their contact details on the confirmation message is invalid.”

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Posted 1 month ago

“Arranged to move 3 MPANs - they only managed to transfer two. Then they put them on different internal systems. Sent 8 contracts and 13 sales orders. Cancelled 4 smart meter appointments. Could not get their heads around the fact that two MPANs shared one address. Made seven promises: kept one. Months later I am still waiting for smart meters which I need to enable my storage batteries. By far the worst service I have ever received.”

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Posted 1 month ago

“Engineer counted the time to get back to his van and to reboot his computer before he registered the time his service ended. I ended up paying £230 for a simple valve replacement. When you phone British Gas they say an average repair takes in most cases 45 minutes. Our lasted 1 hour and 6 minutes. You pay £150 for a standard 45 minutes service and they charge extra £40 for every 15 minutes. This is a rip off. Also, I phoned British Gas helpline, talked to a rude assistant, they promised to talk to a supervisor to review my complaint, they were supposed to call me back. It is an over two week now and still no response. The helpline is based somewhere in India, no clear complaint policy. It is hard to believe British Gas is regulated by FCA and they don't offer any complaint procedure. Be aware of high charges, no clear rile show they charge you and forget about any chance to make a formal complaint. Utter rubbish. I gave two stars only because an engineer actually fixed the boiler and it works so far.”

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Posted 2 months ago

British Gas is rated 1.2 based on 3,153 reviews