British Gas Reviews

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

1.2 Rating 3,209 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,209 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 15%
Accurate And Undamaged Orders	Greater than 81%
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 26th December 2025

106

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

“If there were minus stars I would give you minus 5. I have been a dual fuel customer for 20 years. I referred a friend in December 2021, she signed up with British Gas as a dual fuel customer and has 2 direct debits with British Gas. However British Gas made a real hash of setting up her accounts, they kept setting her accounts at the wrong address and at one point she had at least 4 different account numbers. We were both promised a reward of £70 vouchers each, Injave lost count of the number of times I have called and emailed British Gas about this and the ridiculous replies I had had from the Customer Service, which is not fit for purpose. I will never recommend anyone to join British Gas, you make false promises of rewards and have no intention of giving the reward to loyal customers. Shame on You !!!! I have contacted you by phone, live chat and email and either had lies or no response.”

Helpful Report

Posted 3 years ago

“What went wrong - this would be comparable to writing ‘War and Peace’. The shortened version would be we received our first bill from you on 14/04 with numerous errors, and telling us our fixed term contract would be increased by some £110 per month. An advisor was contacted and he was to ring me back on 19/04 with updated information. No such call was received. We then received four/five envelopes on 22/04 from you with varied statements, again erroneous, but informed us we were on track with monthly payments and were also in credit to some £727. Made another call on 22/04. An advisor agreed these were incorrect and confusing and was to arrange for an amendment to our account, as he believed we’d been paying too much per month. Not received, but received a further letter on 27/04 telling us we owed you money and you had closed our account and cancelled our direct debits. I rang again on 27/04 and spoke to a different advisor who apologised for error and I asked if this would be immediately reinstated and she promised to ring me back later that day. Some three days later I am still waiting. Our account is still closed and I cannot speak to anyone as it is now a bank holiday weekend . For information, we are old age pensioners with my partner suffering a heart condition. I cannot fault the attitude of your advisors, although they do not keep their promise to keep you informed or to contact you when agreed. Your app has been near to useless as there are always tech problems. Our smart meters have not been functioning correctly and you failed to inform us that you could not read our gas usage. All in all we feel totally let down by your service and have no idea of how we are ever going to get a satisfactory outcome to the above. We have spent literally hours on the phone to your advisors with no resolution. I am so worried about this situation as currently it appears we have no contract with any supplier and you believe we owe you £584 to be paid within seven days. I would appreciate some immediate action to reinstate our account and an updated bill outlining our correct direct debit payments.”

Helpful Report

Posted 3 years ago

“Smart meter not worked since February 2021. Get the same response technical team are aware and will up and running seven days. Online app not working same response again. Worst Company ever. I don't even wish to talk about their advisor.”

Helpful Report

Posted 3 years ago

“The best decision ever chosing British Gas to install a new boiler. Professional, efficient and work done on schedule. All rubbish removed scaffolding taken away and everything cleaned up straight after the job was completed. The engineer Paul, was brilliant at his job. He managed to secret new pipework even though it seemed an impossible job. 5 stars British Gas, Well Done.”

Helpful Report

Posted 3 years ago

“Absolutely shocking I’ve not managed to pay my electricity bill in a year! Can only see gas on my account and I’ve rang many times even much so they’ve refunded us some money but still haven’t sorted anything. Shambles of a company”

Helpful Report

Posted 3 years ago

“Pay a fortune already for Home Care. Charged £50 excess for a fault caused by the service engineer bearing in mind we have never once needed to do a call out for it. The day it was serviced it developed a serious fault. Two separate customer service employees confirmed that the excess would be waived. Sent an invoice the next day. Next customer service employee incredibly rude and wouldn't let me get a word in. The one after that couldn't help but advised that they'd contact debt recovery agency if it wasn't paid. So left completely out of pocket for a fix that we didn't need until it was serviced. Appalling, avoid. I would say it's a waste of money, but it's that plus costing you even more when they break your boiler!”

Helpful Report

Posted 3 years ago

“To many problems to even list. Terrible terrible company!!!”

Helpful Report

Posted 3 years ago

“The service I received this Morning was absolutely appalling and utterly rude. First and foremost, for your Agent to ask me the reason I’m enquiring about a Bill increase might it be that I cannot afford it! The disrespect and rudeness were beyond me. Now as a British Gas customer I’m not allowed to enquire about a price increase that’s coming out of my Bank Account, ridiculous. Secondly, I didn’t even receive a notification from British Gas informing me about the price increase not even a letter, e-mail, text, or a phone call informing me that there might be an adjustment to your Gas/Electricity Bill. The lack of communication is unacceptable and inexcusable for a Company that prides itself on keeping their Customer informed with the latest updates. Thirdly, I’m trying to explain to your Agent where the Gas Meter is located but continuously keeps arguing with me about its location which was very frustrating and came across very arrogant. When I’m Physically here and someone is thousands of Miles away keeps arguing with me was very rude. And why doesn’t British Gas allow its Agents to give their last name not only their first names?”

Helpful Report

Posted 3 years ago

“I would give zero stars if I could, this company cannot even set up an account for us, getting passed around call centres and departments, we moved into our new house 3 months ago and still have not got a correct account set up - we have been told we cannot escalate this and the home move department is closed until the 9th May!!!”

Helpful Report

Posted 3 years ago

“Homecare Central Heating Cover I have been a british gas homecare customer for more than 10 years. My boiler has broken down and I have no hot water or heating. I tried the website to book an appointment the website was down. I rang their service centre. I explained my problem and advised that my wife was suffering from terminal cancer and was very frail. Their operative had two options for me. 1) Wait for 8 days for an engineers appointment or 2) Get someone else to fix it. Their operative was unhelpful in the extreme. This is April - not the depths of winter. Why anyone would pay £60 per month for this appalling service is beyond me. You would be better off self insuring. Direct debit will be cancelled tomorrow.”

Helpful Report

Posted 3 years ago

“Since September last year I have tried on numerous occasions to log in to my British Gas account, each time it comes up with 'sorry there is a technical issue'. Well this 'technical issue' has been going on for seven months. I have reset my password at least five times and still the message keeps coming up, so that I can't see see any information on my account. Please, please switch to OCTOPUS or another energy supplier because these are utterly useless.”

Helpful Report

Posted 3 years ago

“Worst customer service in the world”

Helpful Report

Posted 3 years ago

“I've had Homecare for a while, and always been happy with it, but their service recently is absolutely disgraceful. DO NOT SIGN UP TO THEM. I reported a fault with my hot water 3 weeks ago. It took a week to get an engineer to attend. He couldn't fix it, arranged to come back with the part, and has now failed to attend twice with no warning, just hasn't turned up. Customer service is disgraceful, complaints take 6-8 to process, and I'm still yet to have the fault fixed.”

Helpful Report

Posted 3 years ago

“£13 charge for one automated reminder along with threats of debt collectors. Ugly horrible greedy in compassionate company.”

Helpful Report

Posted 3 years ago

“British Gas has got to be the worst firm I have ever had the displeasure of dealing with . After moving into a 2 bedroom house me and my wife were told to pay 75 pound a month for both gas and electric . This we did until British Gas contacted us telling us we were paying too much and told us to reduce our payments , we queried this only to be reassured this was correct . How surprised we were when only in a matter of months British Gas contacted us telling us we were now 1500 in debt . After querying this and sending meter readings the new figure was 600 so where did 1500 come from ? We now agreed under duress to pay 140 and month to get the arrears down . Well a few months later here we go again we received a new statement saying saying we was both paying too much and paying too little who’s in charge of these clowns ? After another 50 minute phone call our payments have now increased to 250 a month and the last statement we received was wrong . Well who sent it then ? British Gas the firm who makes it up as they go along …”

Helpful Report

Posted 3 years ago

“The worst company I have ever dealt with. Tried to switch twice last year they kept telling the other company I owed them money so I couldn't switch. When I rang and FINALLY got through they say I owe nothing. I'm on Pay as you go so ??????? !!!! Not the first time I've had problems they are absolute #@$% and downright liars. Pushed me to have smart meters that never work. How the heck do these people even get paid a wage, it's beyond disgraceful.”

Helpful Report

Posted 3 years ago

“Paid final bill about 2 years ago. Spent hours and days telling them with proof that payment had been made. They ignored my evidence and gave the 'debt' to an agency who came up with the usual threats. In a weak moment I paid the bill again thinking that would get rid of them. We are now on agency number 4. So 4 failures to collect, you'd think that would tell BG something, buy hey what do they care. Today I received the bill again after 2 years through their solicitor. Going to ignore it in the hope it goes to court where I can rip into them Compensation, return of monies paid and an apology.”

Helpful Report

Posted 3 years ago

“I have been using british gas dual fuel for five years and I am satisfied. I just don't understand how long it is possible to troubleshoot the problem”

British Gas 1 star review on 25th April 2022

Helpful Report

Posted 3 years ago

“A terribly organised company. The booking team books appointments and then can't find them. Not one person you speak to on the phone has any idea where or what the engineers are doing. 2 appointments booked for a smart meter and one appointment left without hot water over the weekend after being 'assured' someone will be out to sort it out. Not ONE engineer turned up. You take days off work, lose days' wages and they offer you £30 for the missed appointment. They also book appointments telling you it's between certain times, without ever actually booking it, they message several third party engineers who IF they can do the job, will book you in. The people on the phones do not tell you this, you think you have an appointment. Worst company and service I have ever had the misfortune to do business with. Avoid like the plague.”

Helpful Report

Posted 3 years ago

“British Gas are fraudulent liars! They have caused my mental health to be worse than it’s ever been, through to frustration, pressure and theft, I’m a single mother struggling with the rise in fuel prices without British Gas giving me a £259 bill when I’m on pay as you go and top up at least £30 a week! They sent someone out to change my meter and told me that the bill would be wiped of as it was there mistake only to find out that they’ve fitted a new machine with the bill on and there deducting £13.50 out of £15 that I top up! I rang them back and had to go through it all again, only for the customer service operator “chad” to tell me that the reason I had a new gas meter fitted was because I couldn’t keep up with my bills! And there’s now no evidence that I had a pay as you go meter! I’ve actually got proof, I took pictures before and after it was removed and the engineer left me a receipt and he’s details incase British Gas lied and still tried to charge me for the bill, which they have done, I was in tears on the phone telling them that there causing my depression and anxiety to deteriorate, “chad” laughed and called me a liar! I have emailed citizens advice for there help, and will be taking this further, I shouldn’t have to go through all of this when British Gas already know themselves that they are lying and coning money out of vulnerable people, I am shocked and disgusted that a well known company like this can act in such a way!!”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,209 reviews