British Gas Reviews

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

1.2 Rating 3,242 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

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Metrics

1.2

Based on 3,242 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Live Chat

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 21st December 2025

105

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“An utter failure of a company with possibly the worst customer service I have ever experienced Have a billing issue. 5 weeks. 15 communications. Zero results or response or even an update.”

Helpful Report

Posted 3 months ago

“Complete shambles! They have totally messed up my finances during the one year that I have been with them. They messed up on collecting my direct debit payments by consistently failing to activate collection on their end despite repeatedly informing them that the DD payments were not leaving my account every month and then being told that for whatever reason on their end, the 'previous call handler hadn't activated the action - every month? It's taken 12 months for them to be able to communicate with their own Gas smart meter during which time, the smart meter has been changed FOUR times and they were still own producing estimated readings until this month - allegedly. After months of having to phone every week and having my calls dropped and literally having to call back at least 8x times each time, I have now asked for a prepayment meter for my gas only so that I can take control of payments myself as the inability to to take my monthly DD payments has created a debt on my account that I want to clear and never have again, have been told by one of the case handlers that I don't qualify for a prepayment meter for the gas because according to their records, I am disabled and I keep meds in my fridge. Firstly, my fridge runs on electricity not gas and secondly, I have NEVER, been so blatantly been discriminated against because of my disability and then told so, I am still shocked that they have actually told me that they are discriminating my access to have a prepayment meter based on something that should not make me different to everyone else, I can only be grateful that there wasn't a third reason why I can't have a prepayment meter because Lord knows that at this point, I can only assume that the reason would have been race related. Thank you British Gas, I certainly hope that someone like Martin Lewis or the Energy Ombudsman can read my review from all the places I know intend to post this.”

Helpful Report

Posted 4 months ago

“Appalling customer service – Energy Ombudsman ruled against them British Gas handled my complaint so badly that I had to take it to the Energy Ombudsman. The Ombudsman found British Gas at fault, fined them, ordered them to fix the issue, and required a formal written apology. BUT, British Gas only acted when they were forced to. Before that, I was ignored, misinformed, and passed around endlessly with no accountability. The stress, wasted time, and sheer frustration this caused was completely avoidable if British Gas had even a basic level of competence or accountability. If a company needs the Ombudsman to make them do the basics, avoid them.”

Helpful Report

Posted 4 months ago

“The customer service is horrible and don't care about people only look at them company profits”

Helpful Report

Posted 4 months ago

“Terrible customer service, and the energy cost is higher than many other suppliers.”

Helpful Report

Posted 5 months ago

“Terrible customer service, I have had to waste about an hour of my time ringing them twice and eventually had to sent them an email (service_energy at britishgas.co.uk). They still get it wrong even went I send in the readings and do the calculations for them. I have now complained to the energy ombudsman and recommend people do the same. I consider this company to be extremely dishonest with evil and toxic management.”

Helpful Report

Posted 5 months ago

“Lies lies and more lies followed by blanking,ignoring the lot!!!!....damages and Cowboy antics...charged for needless asbestos removal £1500....not the reliable Company of yesterday year!!!!!”

Helpful Report

Posted 5 months ago

“A highly experienced and dependable professional who offered clear direction and delivered effective results from start to finish.”

Helpful Report

Posted 5 months ago

“Shocking and terrible service. Issues are never resolved, they never ever listen to what needs to be done and so many phone calls wasted repeating myself. Do not ever use”

Helpful Report

Posted 5 months ago

“I’ll never forget how close I came to giving up before Michael and team stepped in. I was overwhelmed and drained, but they met me with kindness, patience, and genuine care. They took the time to understand my situation, offered clear solutions, and made sure I was never left in the dark. Their consistency and warmth made me feel supported like family. Looking back, I’m beyond grateful — their dedication didn’t just solve my problem; it restored my faith in true customer care.”

British Gas 1 star review on 26th December 2025

Helpful Report

Posted 5 months ago

“What began as a lingering technical issue gradually escalated into a serious account lockout, creating uncertainty and mounting pressure. Conventional support channels failed to provide clarity or progress, which only added to the frustration. After careful consideration, I reached out to U.R.F, under the leadership of Unique Services. From the outset, their approach was methodical and reassuring. The team conducted a thorough assessment, identified the root cause of the security compromise, and acted swiftly to restore full access. More importantly, they reinforced my account with advanced protective measures, ensuring the long-term safety of my portfolio. Their expertise proved invaluable at a critical moment.”

Helpful Report

Posted 5 months ago

“Dreadful experience so far. Opened account weeks ago and was told I'd receive an email within 48 hours with tariffs etc so I can decide which I want. Weeks later, no emai. Tried webchat - useless!! The advisor had no clue what they were on about. Finally got through this morning, was going to send email immediately, when I asked to check email address - wrong one; gave correct address and they were going to send it immediately. No email. Rang back 5 hours later, man was dreadful - said he'd send email straight away but when I asked to check email address it was different from earlier, but still wrong!! STILL NO EMAIL!! Now I've received a direct debit letter saying how much they are taking each month WITHOUT me confirming the tariff I want to be on!!! I will be emailing a formal complaint and once the relevant time has passed I think it'll be in the hands of the ombudsman”

Helpful Report

Posted 5 months ago

“Working for British Gas is very terrible experience and management treated me like an animal, management and hr conspired together to dismiss me despite my health issues and young children to provide for bread and butter”

Helpful Report

Posted 5 months ago

“Never answer their phone, just play you irritating patronising messages. This is a sh*t company for service and price”

Helpful Report

Posted 6 months ago

“Disgusting customer service, stalling and placating after over charging me for over a year. Now with Oubudsmamm to try and get an outcome.”

Helpful Report

Posted 6 months ago

“Never again. The expression fool me once, shame on you. Fool me twice shame on me has never been more accurate I was with British Gas for a few years however they royally screwed up my account in autumn 2024 with payments made, 3 different accounts created by them and they couldn’t tell me what I owed. This was despite having a smart meter and paying by direct debit. Thus led to overpayments and underpayments on a regular basis and bills being created on different dates in the month. I left in February 2025 and went to EDF what a world of a difference. Then I needed a boiler service and despite reaching out to two local plumbers neither responded. Needing to keep my boiler warranty I thought surely British Gas cannot screw this up. Man I was so so wrong. British Gas took 2 payments out of my account to service a boiler over 2 different days. To say I was furious would be an understatement. I phoned them demanding for the refund and was told it would take 5 days via a BACS transfer to process. Needless to say first 5 days pass and no BACS payment however I did get my £10 compensation. Phoned again was told it would be another 5 days! Furious I asked to speak with a supervisor and yes they were all in a meeting Waited a few days and phoned because I never received the supervisor phone call. This is the crunch bit. As they have now cancelled my account they now cannot process a BACS payment and instead would need to send a cheque out which will take 14-28 days to process! I am utterly speechless. I will not swear in a review however if you want extremely poor service. Money taken out of your account at different dates. Unknown bills and lengthy delays over refunds then this is the company you are looking for Otherwise steer well well clear of this organisation”

Helpful Report

Posted 6 months ago

“Avoid this company! 5 days without hot water, no heating! Broken meter, 15 calls to the hotline 8 complaints, requests, nothing! It's very cold outside, there's a small child in the house, and it's 8 degrees! They send people back, they cheat, the engineer doesn't show up, they don't want to fix what they should! Scammers and ignorant. This is breaking the law! So many bad reviews, where is the court? Consumer rights? Why aren't the institutions doing anything about them? They should be punished for this!”

Helpful Report

Posted 6 months ago

“The customer service team is more focused on racing to close the complaint rather than ensuring the problem has been resolved. A phonecall with 1 or 2 rings followed up by an intention close email feels more like harassment than care.”

Helpful Report

Posted 7 months ago

“I have never received such horrifically abysmal customer service from any company, ever! I think British Gas pride themselves on delivering a uniquely frustrating, utterly atrocious customer experience. I chose them as my gas and electrivity provider in sept 2023. I was going to leave when my contract ended in sept 2024 and go to Scottish Power (and how I wish I had!!) but was called by British Gas offering an incentive of 7 maths free daily standing charge for electricity which amounted to £147 so I decided to stay. This was the worst decision I could ever have made. I waited a few months and noticed the credit of £147 hadn't been applied and when I called no one knew anything about this incentive but as gesture of goodwill they agreed to apply it in two payments, they paid £40 but then never bothered to pay the other £100 they owed. On further investigation of my account I found that I hadn't had a bill since October 2023 and my account was over £3000 in credit. I was paying £230 a month and thought as I hadn't heard from them that everything was fine with my account, how wrong I was! This then became the start of months of calling to try and resolve this issue. In that time I called and spoke to lots and lots of people in their UK and South African call centre and was promised call backs once they'd looked into it and guess what, no one did. I eventually managed to make a complaint with someone called Mark who explained the reason why I hadn't received a bill was because my account was on the old system and there was a problem with my billing info going on to the new system. He said that my request for a bill kept being sent to the back office billing team where they should generate a bill for me, but if there was a problem with any part of the bill it would bounce back without investigation and unless you called to chase it up it just sat there and they would have to send It back to the back office billing team again and the whole process would have to start again which could take another 3-5 weeks, it was an eternal loop of incompetence. Mark apologised and said he would to call me back a week later and surprise, surprise he didn't!! I called British Gas again and they didn't know which Mark it was that handled my complaint and when they did find out he was on extended leave, so again, nothing had been done with my complaint. I asked for his manager so I could complain to him and they couldn't put me through to him, in fact every time I called to complain and asked to speak to a manager they can't as there's are no managers there for you to speak to and whoever you speak to can't give you their surname either so there is no absolutely no accountability to anyone at British Gas or any desire to try and help you if you have a problem. On one of my many calls I was told "you can make a complaint but it won't make any difference" and how true she was. In the end i had to make a complaint through the Ombudsman and thankfully they were able to resolve all the issues I had, otherwise I would still be trying to sort it out myself now. British Gas is the worst and I will never, ever use them again and I recommend anyone thinking of using them to save themselves the frustration and use a company that is worthy of your custom”

Helpful Report

Posted 7 months ago

“Last year I moved into a new property and I set up the gas and electricity at the same time. For some reason, something went wrong on their end and the gas account was cancelled, the electricity one carried on as normal. I did not notice this until some months later as I have a separate bank account where my bills come out, therefore I am not checking it as often. I could see that British had set up the direct debit, I had no way of knowing that this was only covering the electricity and not the gas. It is normal that there is only one direct debit/bill for both fuels with other companies. I was not expecting to see two there. I had no way of knowing that I wasn’t actually paying the gas. They did not contact me to let me know there was an issue, I received no emails, calls or letters. I carried on as normal assuming it was all fine and taken care of. By the time it came to my attention that they had not been billing me for the gas I had set up - it has been some months and the amount I owed has accrued to quite an extortionate bill. This came as a shock to me as I wasn’t expecting it and had not budgeted for this amount of money to have to pay in one month. British Gas were very apologetic on the phone and admitted that it was an error on their part that caused my account to be cancelled and so accrue the debt. As it was a shock to me and o could not afford to pay a bill of over £300 in one month which is not usually any more than £30 - I was assured that I could just over pay on each subsequent bill that I received each month to slowly bring the balance down. This is what I did, until it came to the point where I was moving house and needed to close the account and so I settled and paid the final bill in full immediately. British Gas have now slapped a status 5 on my Experian credit report in regards to this matter stating that the extortionate bill should have been paid within 14 days. NOWHERE on the bill does it state this at all, and I was assured by an agent on the phone that paying monthly was perfectly fine. A status 5 implies that I left a bill unpaid and paid nothing for 5 months. This is simply not true. I was paying British Gas every month. I think it is completely underhanded and unprofessional to be punishing a customer for a mistake they made on my account. I should not have had to deal with the large unexpected bill in the first place if they had done their job and set up my account properly, or at the very least contact me to let me know there was an issue. Not only have I had to deal with paying back a large expected debt but I am now at risk of losing my mortgage as this status 5 on my credit report is blocking my application. I have spent weeks now trying to resolve this issue with them, including filing a complaint. NOONE WILL LISTEN TO ME. This whole situation has been completely out of my control and unfair of British Gas to be punishing me when I have never missed a payment as a customer of many years. They messed up on my account and are now blaming it on me and leaving the mark on my credit file is effecting my actual life and wellbeing, I AM GOING TO LOSE MY HOME OVER THIS. They refuse to look into this case properly and keep ignoring me, fobbing me off, no actual human empathy dor an issue which was their fault to begin with. I have lost complete trust in British Gas as a company and have switched to OVO now. I will never recommend to anyone nor would I ever use their services myself in the future. TEN YEARS I have been saving completely on my own to buy this property, and now because of British Gas and their underhanded and completely inaccurate representation of me on my credit report, I stand to lose it all. Everything I’ve been working for all these years, just flushed down the toilet by their complete and utter lies and fabrication of me. They are refusing to look into this properly every time I contact. Every agent I have spoken to on the phone has been rude and unsympathetic. Ive been left waiting for weeks, no one will take this case seriously. Im at my wits end on the brink of losing my flat and they quite literally couldn’t care less. TREAT PEOPLE BETTER. WE ARE NOT JUST NUMBERS.”

Helpful Report

Posted 7 months ago

British Gas is rated 1.2 based on 3,242 reviews