British Gas Reviews

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

1.2 Rating 3,120 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,120 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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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

“I order a new boiler installation in the value of £6.5 k cause they said my currently boiler was too old to be serviced but turns although they said they could not cover it they still charge the supposed cover that does not cover my boiler, I have been charged £25 several months for a service I don’t have Ok mistakes happens what I do t get is how can not get in touch with anyone I there. Well after hours I finally get someone they direct me to another department and call always drop Last one said will call me and as soon phone rings once they hang up saying I did t awnser their calls They are all disgusting full of tricks and I’m not letting this doggy company to install anything in my house. They should not be in business at all ripping customers like that”

Helpful Report

Posted 1 year ago

“I have been a customer for 13 years and I have been let down tremendously by British Gas. 2 years ago my husband and I separated I needed to change the direct debit to the 1st of the month to keep an eye on bills by myself. I work full time and get no help from him at all so I needed everything in check. It took them 4 months to put this in place after numerous phone calls. Move forward to June.23’ I was having a little financial difficulty so I reached out to them I lowered my bill by £40 I called back in July to put it back to normal as I could then afford the full amount again. No problem whatsoever. Roll onto this month where my divorce was coming to an end and I was getting ready to go to court. I had to raise funds to get a mortgage to buy my husband out. Mortgage broker said I’m really sorry but basically “computer says no” I paid Checkmyfile only to find British Gas have an agreement to pay on my file. Because of a £40 discount for 1 month they didn’t take it off even though I been paying the full amount every month even on my statement it says “your on target with your bills” now I have 7 months worth of agreement to pay on my file! That they won’t take off.I have now lost my home and have to sell because I couldn’t get my mortgage. I have rang British Gas 7 times this week I have been passed around from pillar to post even cut off 3 times and NOBODY can give me an answer. I spoke to someone yesterday who has cancelled this invisible agreement to pay but she can’t take the previous 7 months off apparently I have to be thankful it wasn’t a years worth apparently! I have 3 children relying on me to buy them a new home but I can’t because my credit file has this agreement to pay on it. Nobody in British Gas will give me an answer or even cares as to how or why this has happened…….moral of the story DONT USE THEM”

Helpful Report

Posted 1 year ago

“Absolutely appalling company. We have had a contract with these people for years. Steadily they have become a faceless, useless, unfriendly set of online clones. Everything we have with them is about to be cancelled (if we can get their 'chat' to give us a coherent answer). Don't use them if you can help it.”

Helpful Report

Posted 1 year ago

“Register with British Gas aand even sending them the closing readings still received wrong bill and need to pay £3000. They don't want to fix the problem, and they will take the money from my account. Worst decisions i have made to register with this company. STAY AWAY FROM THIS COMPANY!!!!”

Helpful Report

Posted 1 year ago

“Absolute jokes got quoted £2870 to fix inner flue pipe cause apparently it had dropped for him to then also say “at that price may aswell pay extra to fit a new boiler instead cause it’s is old “ .After my mum being in tears I called someone else to come see it and £200 later it’s fixed and no new boiler needed ! You should be ashamed !”

Helpful Report

Posted 1 year ago

“If there were zero stars I’d award them less than that. Came to fix two radiators. Didn’t fix but advised the system would need flushed. Then serviced my boiler, which was working fine before the service. Then it wasn’t….after the service! He checked and said parts (gaskets) were in stock and he would be back next morning to fix but I couldn’t use the boiler in the meantime. I am 75 years old, live alone, in Aberdeen, in January and we were under 2’ snow, and minus 6°C Shorty after he left I received a text from BG saying they didn’t in fact have the part as it was obsolete but they would source for me. Long story short…..five days later in freezing (literally) conditions in an old house with no heating or hot water, numerous calls (literally hours) to BG, engineers not turning up, calls ‘disconnected’ and advice such as ‘boilty a kettle’ for baths/showers. You couldn’t make it up. 100% the worst company in Britain for caring about its customers.”

Helpful Report

Posted 1 year ago

“Appalling customer service , all engineers contractors and No call enter in the UK”

Helpful Report

Posted 1 year ago

“Once again terribly treated! Spoke to Lilitha, who guaranteed me a manager would be ringing me in the next 72 hours. Which is a disgraceful time to wait may I add. Absolute shock, no one has rang. Querying a wrongful £800+ bill. No option but to speak to ofgem and Martin Lewis and others in order to help me.”

Helpful Report

Posted 1 year ago

“Both my wife are well into our 70s and have been with British gas for 45 years and the way Homecare has treated us today is disgusting * SHAME ON YOU BRITISH GAS*”

Helpful Report

Posted 1 year ago

“I can't believe this shower can have a four star rating on Trustpilot. We had a complaint against BG's appalling service and inaccurate bills last year which was resolved after many months by the Ombudsman. We subsequently switched providers in July 2023. BG agreed there were no outstanding matters. Last month we received a bill from BG for nearly £500.00 and have been trying to sort it out ever since. We have been lied to by their agents and received numerous threatening demands for money we don't owe. BG may be okay when things are going well but God forbid you need to resolve a problem. Today we have received 4 separate letters all stating different figures and different demands. Just had the phone put down by a BG Agent after waiting for over an hour to speak to someone.”

Helpful Report

Posted 1 year ago

“They tell you - you are in Credit - but then change that to you owing them!! How? Do they use the Horizon computing system?? They pull balances out if the sky!! Awful company - never again!!”

Helpful Report

Posted 1 year ago

“ZERO Stars . Been with British Gas 23 years. Can't access my account since new system. They changed my email to someone else and give tye 3rd party my information- Data Breach. The customer service LIE and LIE. I have no clue to my balance. A meter reader comes then 3 days later I'm asked to give readings !! But I can't as I can't access my account. PLEASE DO NOT BECOME A NEW BRITISH GAS CUSTOMER UNLESS YOU WANT A NERVOUS BREAKDOWN. DATA BREACHES AND LIES ARE ALL YOU WILL HAVE.”

Helpful Report

Posted 1 year ago

“Mobile app. is atrocious. Can’t download past bills, unable to view current usage and massive over estimations of energy use despite me submitting meter readings on a monthly basis. I was ‘automatically’ transferred to British Gas when my last supplier went through - I can’t wait to leave and wouldn’t recommend to anybody…”

Helpful Report

Posted 1 year ago

“Everything! Won’t stop sending bills to my mother who passed away. Waiting for probate so I am paying the bills. When her bank cancelled the direct debit on her death, instead of contacting me by email ( they had my details when my mother lost capacity to deal with them) they sent me a threatening letter from their legal department and said they had sent two letters to the house. They were never received which I find strange. There customer care sounds like its based abroad as they don’t understand what the problem is and don’t address the issues. Totally incompetent. They used to be good but won’t use them again.”

Helpful Report

Posted 1 year ago

“Zero stars, estimated bills were 100% more than the energy I was using. They racked up debit without any concern or contact. Spring an "We're increasing your direct debit from £40-£250/m" When attempting to find out why I owed them £3K (Single person, just electrcity, one bedroom flat for 1 year) I had a multiple month battle. They used the excuse they changed the billing system and were charging me on both. This answer took months of talking to their inept customer services reps, most none native English speakers that did not understand what I was saying. No one I spoke to seemed to understand how that charge was simply impossible. (Equivalent to a family of 5 Gas and Electric). Ombudsman had to step in eventually and I was still left with £1k of debit that wasn't correct. Eventually payed it and moved away. Terrible, crooked, thieves of a company. I can not overstate how awful this experience and their company was. DO NOT USE BRITISH GAS. How did you communicate with the company? Email, phone and Live chat.”

Helpful Report

Posted 1 year ago

“Zero stars!! We have been with British Gas for 25 years and never had a problem until now. The new IT software that has been fitted last year is not fit for purpose, maybe it is the same software that the Post Office had installed. The old system was easy, you went on to the app and put your gas/electric meter readings in, the bill came back and taken out of my account after 10 days. Now i get an estimated hiked bill, i put the correct readings in to the app and they still take out the estimated abount. Last time i went on the phone i was on an hour, passed round to 5 different people, could not understand me (or them) and hung up on me. The customer service is terrible and there is no service, 1 woman told me to listen, i told her to listen as we are the customers! So yet again an estimated amount has been taken out of my account of 3 times more than it should be. Had enough of this company so will be changing to another service provider. Do not go with BG at any costs!!”

Helpful Report

Posted 1 year ago

“The cost of gas with British Gas is astronomical and their website / app is ridiculous. For such a 'big name' energy supplier, you'd think that their customer facing tech would be of the highest standard, but it's not even functional! Since they've updated to a new system, it constantly throws errors when I try to login, yet on their website, they claim to have carried out a series of thorough tests to ensure it's appropriate for their customers. If you call this final product riddled with system errors thoroughly tested, then you've completely wasted your IT budget for the last 3 years and should reconsider you QA team.”

Helpful Report

Posted 1 year ago

“I have had a similar experience as others, in that I was given a hugely over-estimated bill (it went up to £10k before I had the Ombudsman step in), and they didn't seem to think there was anything wrong with this estimate. Throughout the whole year, it was a constant fight that went nowhere. They didn't even question why a single person in a small house would use an industrial amount of energy, but they were hellbent on getting the money from me anyway. Their customer service was absolutely no help, they just kept saying "we're working on it" while demanding thousands of pounds from me (and despite my meter readings being incorrect, which they knew about). I'd been warned about them for years and only became a customer when they absorbed the company I was with. Truly the worst experience I've ever had with an energy company, and it only lasted a year. Avoid this company if you don't want to pay more than Amazon in energy bills, be gaslit, or have all your concerns ignored. Oh, and they won't apologise for any mistakes they make either. I'm happily with Octopus now but I'm sure BG will find a way to demand more money from me somehow...”

Helpful Report

Posted 1 year ago

“Cannot retrieve automatic readings always asking for reads taking money they just billing you taking your credit then taking direct bebit also always problems computers down meters down for the last 3 years I’ve been waiting for them to sort meters out joke of a company”

Helpful Report

Posted 1 year ago

“Zero stars. Avoid at all costs. Locked out of app and on line account for weeks. Several hours on phone/chat ‘facility’ to no avail. Off shore SA call centres where there really is no sense of urgency. Even received a voicemail saying they were pleased to see I had accessed my account (I had not, so who the heck had? GDPR breach??) Even when calling the retention team I got through to three different people, all seemingly unconcerned, one snivelling and snorking, could just picture him wiping his runny nose with the back of his hoodie sleeve. Can’t wait to transfer out.”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,120 reviews