British Gas Reviews

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

1.2 Rating 3,253 Reviews

5 %

of reviewers recommend British Gas

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1.2

Based on 3,253 reviews

Customer Service
Communication Channels	Telephone

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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

“This is absolutely beyond satire; You may find this hard to believe: c Feb 2022, a letter from BG, 'Your new acc' with us...we'll write again soon'. Previous supplier (Together Energy) collapsed, as did many. *Note: Its OFFGEM who hand these accounts to alt' firms, without any consultation or choice of supplier! More letters from BG. No speak of Direct Debit, so I write to them requesting they set one up. Ignored! Then, a £470 bill. I phone (usual wait is c20-min's), I write. Next, a £830 bill. More letters and calls from me. More junk mail from them! In Sept 2022, I took it to Ombudsman Services. Late October, BG's own Ombudsman Complaints Team call: "We apologise .......(etc etc), I will call back in two days to take card details and set-up a DD for you. She did, I quoted the card data, she advised "1st payment on 3rd December". On 6th Dec, I checked the bank acc: No payment AND no mention of BG on the account! The bank's Fraud Team said "It’s probably just an error from BG". By Xmas, an investigator at Ombudsman Services rang and said "Yes, I agree with you; BG must follow these steps by (whatever date)" and listed such steps. BG failed to implement one of them! More junk mail, more bills. I have ALL correspondence sent by me and received from BG; my own file on them! One letter says 'we have a new system; You have a new acc' number', but they continue to use the old customer #! An address on the rear of bills has changed from Nottingham to Sheffield (or vice-versa), plus the return address on the rear of their envelopes is Winchester (though one is from elsewhere!)! Now, I have THREE new bills totalling £6'300+. I have Citizens Advice on it and they're overloaded with this stuff! *Incidentally, the Ombudsman Services are NOT a Gov agency as you may well assume, they are a company, a private concern. Yes folks, it’s all been privatised, not just the NHS! [To do this, I have to select star ratings on the RHS; I don't want to give this org' any stars, as others have said here.]”

Helpful Report

Posted 3 years ago

“Only interested in money despite being funded by the British tax payer. For them to announce profits of nearly £1billion. They pretend they care for you as a customer. They will shut you up by saying the estimated bill is paid only to send you a document of another customers account contravening GDPR law via email. Give you crazy estimated readings to the tune of £3000 charge for less than a months gas for a 2 bed home. My complaint with British gas is ongoing. I have been on the phone numerous times, last call was after speaking for nearly 40minutes the Indian call centre lady said their manager will contact back after the weekend at 11am they never did. They are a pathetic excuse of a business. Lies - don't go near them. "Looking after your World" they really do not. When will this business learn? more time I'm going to waste sorting this mess out...”

Helpful Report

Posted 3 years ago

“the old app use to show use over the month with grapps .. think the new one is useless . gives no info at all really bad app. when the old one use to be great”

Helpful Report

Posted 3 years ago

“Your mobile app has went from bad to worse. I can’t see my bills. It asks me to select which account I want to see but doesn’t show me any accounts. Also I cannot find where I can submit a metre reading. The app on mobile phone is worse than useless as it merges everything together and you can’t make head or tail of what to do. I complained about the app a number of YEARS AGO and nothing has changed for the better. British Gas don’t listen so I’m not expecting anything to change after my, and others comments”

Helpful Report

Posted 3 years ago

“Spent four hours over a few days just trying to change address, give final readings etc. Many attempted phone calls only to be told to do it online. I tried many times to do it online however as I have 2 accounts was told to phone. I was number 389 in the queue to chat online and then got a BOT! Finally spoke to someone today who said she couldn’t do it today. I asked to speak to a manager numerous times, didn’t happen. Appalling service.”

Helpful Report

Posted 3 years ago

“Shocking customer service Been trying to sort out my grossly inaccurate estimated meter readings I’m £2000+ in credit and they continue to raise my direct debit Fed up trying to get sorted out going to leave them”

Helpful Report

Posted 3 years ago

“Would give 0 stars if possible. Been battling for 9 months re overcharging, inaccurate bills, terrible customer service. Have now finally left them but am out of pocket. They just won't listen. Going to also cancel 2 HomeCare agreements and advise anyone who even considers getting involved with BG to run a mile.”

Helpful Report

Posted 3 years ago

“Just moved in to a property with prepaid meter and I was sent new smart card for gas which does not work to top up in the shops, online or with BG staff so unable to top up, have been calling daily up to 2 hours in my work time for over a week but appalling and insensitive response. Every time I call and explain all the story again to new staff and I was told it is referred to ‘the back office’ or promised engineer would come last Friday but no one arrived and still nothing done and no answer about actual fault. Raised a complain which was closed by themselves without my knowledge and consent so when I raised it again, no response from management even though daily promised that someone will call back. Spoke to Emily today and Shirley yesterday. Can’t believe that management not interested even in complaints at all and feel stuck as when I requested to speak to the manager, I was told away or cannot until 48 hours and now it is a week. I was told that engineer can’t come until I have left £2 in my account or run out so ensuring to make me suffer. Would never go back to them as learned a lesson so be careful. Very poor customer care which is shocking and unbelievable.”

Helpful Report

Posted 3 years ago

“If I could leave zero stars I would, 9 months on a total of around 60 hours of phone calls and hundreds of emails they still haven't resolved a miss billing of £2500 and It stills shows as a debt on my account, eventually got Ofgem involved, Would never use or recommend to anyone.”

Helpful Report

Posted 3 years ago

“British Gas are absolutely appalling. I've been trying to get my closing credit balance back for a home I moved out of on 12th August. I've rang at least 15 times to speak to someone in the home move team to be told each time its closed, subsequently its closed permanently except for them calling you back which takes 7-10 days. They closed my gas account but not my electric. I couldn't use their online acc system as I had cross over dates......I'm so frustrated, even spoke to someone in complaints who didn't raise it as a complaint. Another call today still no luck....when this finally gets sorted I'm moving suppliers, wish I'd not opened a new acc for my new property with them now.”

Helpful Report

Posted 3 years ago

“I have finally left BG as I found the customer service was appalling, I’ve joined Octopus who have been ever so helpful getting my DD set up and giving me a monthly bill so I can keep an eye on my bills, being a pensioner this is important being on a fixed income. BG could do none of the above nor could they read the smart meter for my gas readings online again causing problems with my bills, although the price with Octopus for the gas and electricity is slightly higher for now there daily charge is a lot cheaper, people tend not to look at this but I recon I’m saving up to £50 a year between the two companies, good bye BG hello Octopus.”

Helpful Report

Posted 3 years ago

“This company absolutely stinks. I was transferred to them when my previous supplier went bust, I had no actual choice in the matter which in this day and age is ridiculous. My main gripe is their billing process which seems to be made up on the hoof; they create bills which they then go on to cancel then recreate in a new image, one that is very much in their own favour. The latest wheeze is to create a new app and website but to do this they again have decided to cancel my previous four bills (for which I have always provided my own meter readings) and concoct a new replacement bill based on the dreaded estimated readings which, yes you’ve guessed it!, are far higher than my actual meter readings despite mine being taken a week after the estimates… They’ve badgered me ever since the switch into having a smart meter installed, at one point telling me it was mandatory and that if I refused they had the right not to supply me further and that I would not be allowed to find another supplier..! Considering that my wife has late stage cancer, and we are on the priority services register as a result of this, I thought this was an insensitive, if not callous, approach to customer service. A few weeks later we received an email apologising and admitting this had been an error and we NOT under any obligation to have the smart meter. It’s a fact that energy companies have been having an absolute field day at the expense of their customers, bumper record breaking profits while hard up people are forced to choose between eating or freezing. Unfortunately the consumer has no real choice in choosing who provides their gas and electricity which has to be a failure of the so-called free market in this capitalist system. I could go on and on but with my blood pressure rising by the minute I think it best to sign off now. For British Gas, with their 12m customers, some of them a captive clientele, life has never been so rosy; for the rest of us life has never looked so bleak.”

Helpful Report

Posted 3 years ago

“Absolutely the worst customer service I've had to deal with. Had to send them many emails of complaint regarding problems with bills etc, either had no response or it took months for a reply. The last complaint was never resolved, British Gas just ignored it and threatened debt collectors instead of resolving the issue. Utterly appalling!”

Helpful Report

Posted 3 years ago

“This company are a criminal organisation,they ought to be closed down and the leaders arrested for fraud ! They are only interested in taking your money with zero customer support ,they employ indigenous people in South Africa because they can pay them less wages than in uk ,those people are incompetent,and often cannot answer your issues, that's if they understand your accent and you inderstand theirs, they recently wrote me to say they were changing my account to their new system which saves them money, from now on you cannot pay them cash but you have to pay them with a bank card ,my old system quarter bill was due ,they said I'd get it and I could pay it off ,however it has not happened and now their telling me it will be added onto my new system quarterly payment so I will have to pay a six month bill I told them no I should as they promised get my old quarterly bill ,first i am still waiting for them to sort it out !”

Helpful Report

Posted 3 years ago

“Customer service is probably the worst I've experienced.”

Helpful Report

Posted 3 years ago

“Only a one star because I can’t leave 0! Few months been receiving random gas bills from accounts I’ve never heard of… while mine is sat at 0.00 for gas and electric. Took me over three hours and 7 different phones calls chats online to find out what’s going on? Been told to throw these bills in the bin? Then today I’ve had an engineer round to take away my gas meter? He’s on no fault of his own not got a clue what’s actully going on. He’s left and said maybe I should get a smart meter? I’ve been on the chat to some one for over an hour trying to sort this out then it cuts of. I’m literally at the end with this supplier.”

Helpful Report

Posted 3 years ago

“Customer service is diabolical, they owe me money from when I had a prepayment meter, have been months trying to get it credited to my account, the latest lie from them is that they have sent a cheque, that was weeks ago, this company commit fraud on a national scale, the staff are totally useless at their jobs, and the call wait time is hours, being transferred from one incompetent idiot to another, AVOID BRITISH GAS AT ALL COSTS”

Helpful Report

Posted 3 years ago

“New site shows nothing. I was in credit . That has disappeared. Very difficult to navigate. The old one was clearer and better”

Helpful Report

Posted 3 years ago

“They cut my electric off the day i moved in on a prepayment meter after wiping out all the credit, i had no payment number to top up, i switched to a credit meter, they never refunded me what was left on the prepayment meter, have phoned countless times, but they just fob people off, their staff are totally incompetent and lie all the time, if you switch to a credit meter from a prepayment meter they keep the amount left on the prepayment meter, i know of several people that have had this done to them by british gas, they are thieves, AVOID THEM, i have switched suppliers”

Helpful Report

Posted 3 years ago

“The new British Gas app is obsoletely rubbish. Unable to see monthly payments it only lets you see your credit and upload meter readings you Have to log on line to view everything else which is so long winded. Time to look for a new supplier.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,253 reviews