British Gas Reviews

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

1.2 Rating 3,126 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,126 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

“Had booking on 14 July between 1 and 5.00pm for a new smart meter installation. Took time off work. As I am self-employed this has cost me money. At 4.57pm I received a message saying they couldn't keep the appointment. They know where they can now install their smart meter.”

Helpful Report

Posted 1 year ago

“I've been going down all avenues trying to get assistance regarding my solar panel account. I've emailed their department half dozen times over past 3 weeks. I've sent messages on Facebook, Twitter and here. There is also open complaint with Ombudsman, there is a trail of emails with their complaints department and still no reply, no assistance from anyone at all. I've put the number reference of my complaint in this post for British Gas to see but they're choosing to ignore that as well. ABSOLUTELY the WORST Company ever!@@@”

Helpful Report

Posted 1 year ago

“Becuase of COVID I needed to lock down with my family in order to provide care due to a disability. Well surprise surprise my gas usage for the last three years has been much lower than their estimates. So low in fact they refuse to accept them. The fact I have heating only and we have also had very mild winters and hot summers they also regard as a flimsy excuse. The gas stove is also an induction and I have an on demand system electric shower. Apparently they don't get why I am not using gas for anything. So I dutifully submitted date and time stamped photos. Which after 6 months of arguing were finally accepted. Only to see two weeks later that becuase there has been no rise in my meter for the last few months they have removed it and replaced with a huge estimate. That I have some how used £2k in heat during the month of June! 😳 Now having a south facing house with lots of windows that turn this into a greenhouse I could see spending this on air con. If I had that. But heat in June? During the hottest year on record? Hell no. I am constantly sweating. Talking to their customer service agent he informed that to get accurate bills the meter readings must be different each time. Submitted 7 days apart. And mine are all the same. I told him that's impossible. It's only heat. Not water. Not electrics. Not cooking. Just heat and not even all the rooms need it except on the coldest days. He told me nothing can be done and I will have to pay £1k a month or turn the heating on full so they can see how much I use and readjust their estimate. I am one person in a tiny 2 bed house. How can I possibly use £1k of gas a month. With a boiler that is turned off. The difference us huge. This is not a Smart meter it's an old meter. There is no meter reading error. My bill before COVID was £65. Then after this I raised a complaint and got hostile emails threatening my with bailiffs if I don't continue paying. He said it was my fault for not using using enough heat and not being able to demonstrate 'weekly use in May to June'. He was rude, condescending and utterly clueless. I suggested then leaving and he said they will block me! I said what if I sell the house? He then said they will find me and sue me. I said for what? You have taken £15k out if my bank account for gas I have not used? He said we can add more charges to your final bill. I said but I haven't seen the last two quarterly bills. Still waiting. Becuase 6 months ago the meter reading was accepted and it was going to be recalculated. With a refund sent. Nothing happened until now. And now it's worse. Back to square one again. The boiler is off for summer. No heat needed. I live in the south and it's hot!”

British Gas 1 star review on 10th July 2023

Helpful Report

Posted 1 year ago

“Complete bunch of morons. Idiots of the highest order. Imagine a load of pigs covered in excrement, all noses in a feeding trough; overflowing with the cash they are stealing from their customers, and then just completely gorging themselves on the piles of cash they are raping everyone for. You call them up and they announce on the phone that they are a zero tolerance company when it comes to abuse on the phone, and that they can terminate the call if they experience any hurty feelings or if you are driving they can terminate the call. They are proud of the diversity of their customers and their staff, what a load of jumped up, self important plonkers these people are. They never get things right, they haven’t got a clue and they are the most self-important bunch of snowflakes I have ever had the misfortune to deal with. They constantly want me to go on DD and I opt to pay the bill in full 3 monthly, I can manage my money thank you very much, I don’t need to give you permission to rape me for £400 a month to build up a “balance” to cover me for future bills, I have a bank account for that that’s what it’s for you bunch of twats. Go and jump of a cliff morons.”

British Gas 1 star review on 6th July 2023

Helpful Report

Posted 1 year ago

“For 6 months I have been trying to get refunds on gas and electricity accounts for a property that I sold at the end of January 2023. I had accidentally overpaid. I am heartily sick of spending hours on the phone to British Gas "support staff". Lie after lie, "cheque is in the post" over and over again. Staff who promise to sort it out but then just stop communicating. If you're reading this wondering whether to become a customer, please do yourself a favour and try someone else. Horrible company, worst I've ever had the misfortune to deal with. The only reason I don't give up is that I don't want them to profit from their own incompetence.”

Helpful Report

Posted 1 year ago

“The worst customer service experience.They lie to you as much as they can.Don't care about they're customers.”

Helpful Report

Posted 1 year ago

“British Gas messed up my account with out knowledge. They then closed my account with out notice. They changed my address on the account with out telling me. They put another customer's details on to my account and vice versa. They need to be sued under Data Protection Act . Very appalling service, avoid at all cost.”

Helpful Report

Posted 1 year ago

“I submitted a meter reading on 30 June. The next day I received a request for a meter reading from British Gas stating I had 5 days in which to do this. I immediately resubmitted my reading. I then received an account statement/ bill which had used an estimated reading which was well above the actual figure I had submitted. I spent over 30 minutes on 3 separate occasions trying to phone British Gas to sort this out and on each occasion was unable to get through. This is not the first time I have had similar problems.”

Helpful Report

Posted 1 year ago

“This, is the, second review due to a long saga with this company. They are trying to charge over £650 for around 5 weeks supply after I paid a £4k bill (due to them NOT billing me for 18 months, despite taking regular metre readings and making regular DDB payments, (eventually cancelled these) and refused to repay me the excessive credit in account, so I could close it and move to a different provider.(placedwith them after previous company went bust) Numerous calls to customer services, getting nowhere. I have now moved to different provider, and from mid April to 21 May, they are charging £650. I live in the house on my own, and not even here all the time as was away working during that time. App to access as account says I can access for 6 months after closing, British gas have closed it so I can't check my records, they are emailing me threatening court action for this inflated bill, (for over 2 weeks telling me to pay, but no bill or notification of the amount) but insist they can't email me a copy of the bill, it will take 5 weeks for them to send a paper copy. SOOOO ridiculous. Now saying maybe my digital metre is, wrong, but just pay the bill. THIS COMPANY IS BAD NEWS.”

Helpful Report

Posted 1 year ago

“Transferred to British Gas when my old supplier went bust. In the past 12 months I have spent just over £2000 with them, for my small one bed house which I occupy on my own. For around 3/4 months over winter I actually had my heating off, because I just couldn't afford the bills. I tried to transfer away from them but they blocked it. I have tried speaking to them about their bills. Currently they are over the new guidelines for how much you can charge. Avoid them at all costs!!!”

Helpful Report

Posted 1 year ago

“Absolutely appalling trying to deal with British Gas. My smart meter has not worked for months and they refuse to fix or replace it. Customer services are a load of ignorent rude clueless idiots.”

Helpful Report

Posted 1 year ago

“Over charging customers”

Helpful Report

Posted 1 year ago

“I have decided to move my gas and electric, more than partially because I cannot understand much of what their customer service operatives say. Apparently, they are South African, which might explain it. I have a query about my meter registration number, bt cannot find anyone in BG who actually knows what it is.”

Helpful Report

Posted 1 year ago

“If I could give zero stars I would. Customer service are absolutely appalling and do not listen to you or answer your query. I’ve spent 4 days trying to resolve my complaint and they give false promises of a mngr ringing you and fin you off and cut you off constantly. Dreadful to loyal long standing customers and I will be leaving when I get my money back!”

Helpful Report

Posted 1 year ago

“My conversation with British Gas This is the 5th time So bad service This is a reminder that your Dyno appointment is scheduled for TOMORROW, between 08:00:00 & 13:00:00. To amend or cancel your appointment, please contact 02084780030. Your reference number is DY-WO-3196811. This above I booked to fix stuff at my place He just rang me & Cancel the job . And reason he can't find parking & he has to pay for parking. This is not a reason . Dyno has to cover . He ask me to pay for his parking & get permit which nome told me before . So he ask me to book again No no good . Every time I have problems to be fixed dyno people mess it up I will ask my landlord to find other people as this isn't working No acceptable It's like you are a doctor & tell a patient can't come as I got to pay for parking I will not rebook it Now I have a leakage in bathroom And even though my landlord pays for the poor insurance thing No result & will seek the help privately So no good”

Helpful Report

Posted 1 year ago

“British gas is indeed the worst of the worst companies ever. It has been over a year, that I have been trying to resolve a simple issue but it has proven over and over again that no one in British gas support & complaints team know what they are doing. Their system has been changed number of times in the last 9 months which has caused all sorts of issues. For the life of me, I don't understand of how can such a company is allowed to do this sort of illegal business with the worst customer service.”

Helpful Report

Posted 1 year ago

“what a sham the new platform is, its causing me no end of problems, wrong details of person, paid bills not showing on account,”

Helpful Report

Posted 1 year ago

“British Gas are appalling - customer services agents are so rude and unhelpful it's unbelievable. Apparently departments within British Gas don't talk to each other so good luck getting anything resolved. I am still waiting for acknowledgement of nearly £200 pounds worth of credit on my gas and electricity accounts combined that was paid for upfront. No response to any of my emails, and it has been 2 months. This is effectively theft. British Gas are criminal. Do not use them.”

Helpful Report

Posted 1 year ago

“I moved out of my flat two months ago, informed BG and supplied meter readings. Two months later and after supplying the same information 5 times you have not transferred the meters to the new occupant. When I complain, you write apologizing and ask me for the move out information again, you have done this 3 times. In addition your ‘new’ system does not show all my payments so my balance is higher than it should be even if the readings were correct. Someone even called me to tell me it would be sorted out then I never heard from him again.”

Helpful Report

Posted 1 year ago

“Left British Gas for another supplier, they owed me money when I left which they promised to send a cheque for. They failed to do so! I contact support and they said they would fix the problem and get a cheque sent out ASAP .... again months go by and nothing. I have filled in 2 complaints forms and never got a reply about the money they still owe me to this day. After contacting Citizens Advice they said to get a deadlock letter from British gas to make a formal complaint with the energy Ombusdman, currently they still have not replied to my request and still owe me money. You can bet if I owed them money they would be sending collection agents to get it! Terrible customer service and illegal business practices.”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,126 reviews