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 21st December 2025

105

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

“Shocking customer service from this useless company. I was promised a refund on a homecare agreement that wasn't properly closed down by an incompetent customer service advisor. BUT - how to contact them? Chat is unavailable, try to contact by phone - they're not answering routine enquiries as all their agents are dealing with "boiler breakdowns" So, I'm left with using snail mail - and the chances are no one will even look at the letter. DO NOT, I repeat DO NOT ever use this company”

Helpful Report

Posted 5 years ago

“Worst Energy Company Ever! Please Avoid! Over 20 years I've used British gas. Now on universal credit due to covid so paying up my energy bill. British Gas ruined my credit report by putting 3 non payment complaints on my credit report. Even though I've paid them!”

Helpful Report

Posted 5 years ago

“Nearly a year ago, I took over the gas meter as new owner. After a few weeks it was evident that it was not working - it was not moving forward (later turned out to be intermittently faultily moving forward). Very obviously not measuring my gas useage. It took hours and hours and hours and extreme stress to me to communicate this simple matter to British Gas. Eventually on not getting through I used the transcript. The experience was as of talking with five year olds (who would have done infinately better than they). They kept turning the conversation circular without any action for me to take and absolutely no comprehension that my gas meter was not working. I have a copy of the transcript. Unbelievable. They lost my business because I went to a cheaper deal and much better service but also of course because of this. They ended up resolving the meter problem by not acting on it, but passing it on to the next company and reducing my final bill to £5 (very worryingly expensive for all if this is how they do business - just write things off - even over a very simple matter. An embarrassment to Britain. They would not even write to say that they had learned from it and properly sorry in that way. Very vague about it. Then in the last few weeks because I have my boiler warranty with their other wing I had to discuss my warranty. Again - two operatives were insistent on giving me the wrong information and sounded very disinterested. Eventually they acknowledged that what they were saying was incorrect and that my information in writing from them was the correct version. Shame on the managing directors of British Gas for not caring for, investing in, training up, empowering, giving autonomy to their front line staff. Very bad.”

Helpful Report

Posted 5 years ago

“they publish incorrect contact numbers and email addresses that dont exist!! Its like theyve made it impossible to contact them........but if you call the New Business number they answer within 20sec. Funny that.......”

Helpful Report

Posted 5 years ago

“British Gas has lost its way: in the past 2 years I have problems on line paying my gas bills, there was always a problem. My most recent last sat 10/10/20 I entered my meter readings and shortly after that rI received notification of the bill for my electricity and gas. I followed the process of entering my card details only for a message to tell me my card had not been accepted, 5 minutes later I received a message from my bank telling me that £144.40 had been requested by British Gas and for me to confirm this. A few minutes later I called the number on one of my bills 0800 107 0224 only to be advised that this line is not now in operation and to call 03332029802. Being cautious I checked this number on BT and was advised the number was unsafe and located in France.. I tried several other numbers with out success. I emailed customer services and for some reason the email address would not allow me to put a a heading for the subject of my email!!! so I sent it without a heading. Guess what! my email came straight back to me!! I manage a complex that houses retired residents and many do not have computers so it is hard for them to contact BG. many of their bills are sky high with one elderly chap paying monthly £117.00 for a all electric 1 bed flat and BG take his money on time despite his emails asking for justification for such high bills. Many of my resident's are going off direct debit and paying quarterly and their bulls have almost halved but they are finding it difficult to get back their debit over payments. How ever they feel Paying quarterly by cheque etc they are in control. BG will shortly be losing customers from my complex including me. Awful, awful service and difficult to contact. I have given 1 x star but only because other wise I wouldn't be able to get on this site. So BG from me and my residents a zero stare rating.”

Helpful Report

Posted 5 years ago

“Terrible company!! Changed from prepayment meters in August. Set up monthly payments and they still haven't sorted the issue. Just a change over thats all!!!! I have spoken to at least 20 agents, had 2 engineers out. Not one person has helped rectify problem. They either put down or pass you onto another department. I am disabled and have in the past 2 weeks been without gas and electric on 3 different occasions. I can't stop crying as I wait upto an hour to call to then be passed onto another department, then the line goes dead. I literally have no gas this morning again. I am cold, I am crying as I am so frustrated. I have been so poorly since the first time I had no gas or electric. I have no where else to go as my family live far away, so I'm stuck in a house cold. I really want to take this further, I've put in complaints but nobody does anything about it. I just don't know what to do.”

Helpful Report

Posted 5 years ago

“It's a shame there is no 0 mark on here dont take out their product cover absolutely appalling service in the end I gave up and payed anouther company to repair my broken cooker .”

Helpful Report

Posted 5 years ago

“Every time I have to contact British Gas, I spend on average 45 minutes or more on hold just to get through to a human being, and as soon as I'm put through the call is cut off. Their people never call back so I have to go through the whole 45-minute wait again. I've had multiple engineer appointments cancelled without notifying me, leaving me waiting in all day for someone who was never going to arrive, and no apology at all when I called to complain. At every turn they have displayed incompetence, disinterest and a complete lack of customer care. I've had nothing but problems with British Gas since I moved into my current property and I've been trying to get these problems sorted for months now with nothing but poor service and absolute failure to communicate on their end. I can't change supplier until the problems are resolved, and they are actively hindering my ability to leave them and sign up with another energy provider. I feel like I'm being held hostage, and continuing to be forced to pay them for the privilege. Moreover, I can't even top up my gas meter! Since they won't fix the issues, they no longer take Paypoint, and I cannot drive, there is nowhere within reachable distance where I can top up my card. So they're even making it virtually impossible to access one of the services I'm paying them to provide! Anyone reading this - good god, don't go with British Gas. They're the most atrocious energy supplier I've ever had the displeasure of dealing with and I can't wait to get away from them. 0/10, absolutely will not be using them again, and if I could give a star level in the negatives I would. Their so-called "service" is appalling. Also, fair warning, their customer service representatives are rude, unhelpful and will hang up on you for asking them (politely) to log a complaint.”

Helpful Report

Posted 5 years ago

“Worse customer service possible no sympathy at all and very rude advisors”

Helpful Report

Posted 5 years ago

“Moved house recently and had British Gas for gas and electricity at old house, but to avoid hassle decided to keep the supplier already supplying new house and then decide whether to change or not and informed British Gas of decision. Anyway British Gas charged for the correct reading of gas but a higher than actual reading for electric, and also continued to take more payments from account, so I contacted them and was told would be reimbursed for overcharging and additional payments within 10 working days and would receive letter and cheque for overcharging and overpayment but received nothing, I have contacted them again and have been told again that I will be reimbursed, will wait and see hoping I do not have to contact them again but if I had not checked I would have lost money, over £500, and not been aware of the fact.”

Helpful Report

Posted 5 years ago

“Worst company and worst customer service. I have a one bedroom flat and the cost of electricity is so high. First time they’ve taken 250£ from my account and then 500£ without even telling me even on an email. Pair in mind I pay 60£ monthly. This company is scam and robbers. Absolutely disgusting. Will never use it again and will never recommend it.”

Helpful Report

Posted 5 years ago

“worst consumer service ever. Have been trying to contact them for last two weeks. No one takes calls, no email response or acknowledgement. Have been trying to setup an online accounts for past few days and the password just does not work!”

Helpful Report

Posted 5 years ago

“Absolutely abysmal customer service. Waited home for promised phone call, it came very late and British Gas representative ended the call before I could speak!”

Helpful Report

Posted 5 years ago

“Fourth time I contacted BG when I had free time to do so. None of the calls ever answered by a “human” . This time I rang them and then a voice appears and says to opt to speak to someone via text? Silly me I did... told them what my issue was.. then got a msg to say they will be in touch hopefully in 5 hours......grrrrr that’s not convenient for me and that’s why I called them when time allowed. Utter rubbish.”

Helpful Report

Posted 5 years ago

“I wish I'd never moved to BG.”

Helpful Report

Posted 5 years ago

“After reading the problems some people are having this may seem trivial but why can’t HomeCare get their act together? My washing machine broke down on 21 September and the earliest date I was given for an engineer to call was 9 October. 18 days! Ridiculous. I rang again at 7.30am on 28th to see if there was an earlier appointment and was told an engineer could come that morning. He was here by 9.20am. He had to send for a part and said it would be 7-10 days. This morning, 5 October I rang at 8am to see what the situation was and was told the engineer would be with me this morning and I should have been notified. Again he arrived around 9.20 and the machine was thankfully fixed by 10. If I hadn’t have been proactive I would still have been waiting for a first visit by an engineer, then there would have been another week for the part. I told this to the engineer and he said sometimes they don’t have a full sheet for the day but he goes to someone later in the week who has been waiting ages. Really it’s time British Gas got their administration sorted out. I wrote snail mail to the MD when I was first told I had an 18 day wait saying this was unacceptable but I haven’t had a reply. I’m not holding my breath.”

Helpful Report

Posted 5 years ago

“Due to an error on their side I keep receiving bills from British gas for an electric meter that is not mine/ located at my address. I have made them aware of this several times however they keep sending me messages and threatening legal action for overdue bills. They should not even be my supplier as I switched my service to EDF. If I was looking for a new energy supplier I wouldn't even consider British gas.”

Helpful Report

Posted 5 years ago

“Brilliant Service! having problems with our boiler, not only did Mark fix it but he also went out of his way to fix our toilet. He is an absolute credit to his team, genuinely lovely man.”

Helpful Report

Posted 5 years ago

“Excellent service, problems with hot water but resolved quickly. Explained issues gave advice then repaired my boiler professionally. Out on a Sunday so glad we did not have to wait too long. For the gentleman who called on us in Billericay, top service.”

Helpful Report

Posted 5 years ago

“Our boiler broke ,an engineer came out the same day,ordered the part and we arranged an appointment for the following week ,as I was working .I spoke to a gentleman on the phone who was so helpful and arranged the appointment for a time when I was at home .This is not the first time we have used homecare and have been happy with the service.”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,209 reviews