British Gas Reviews

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

1.2 Rating 3,138 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,138 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

Write Your review

Tell us how British Gas made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“If I could give zero stars I would. Received debt threats through their admin error then when I complained I got told to just ignore them with no apology. Avoid!”

Helpful Report

Posted 4 years ago

“Do not take out a British Gas boiler homecare maintenance plan, some may remember the “watchdog” programme some years ago - that’s it’s merely their ploy to sell new boilers & out of my recent experiences it still definitely is, each time a “technician” (engineers fix things) visits either for service or breakdown I get the patter about the none availability of parts. What a joke the biggest gas brand in the UK have no leverage, they hike their price by post every year & you can’t speak to anyone with any knowledge or brains or customer service. Last year they quoted a power flush at £990, so I asked a local expert to do it & he fixed the simple other things wrong with boiler for less than a fifth of that price. When the service came round in Jan 20 - the BG homecare gas technician said what a superbly performing boiler, I had an ignition issue this weekend Aug 20, I called For a homecare appointment - their online account method is rubbish / almost another ploy to prevent your contact. After their visit yesterday & later in the day, someone called to tell me “the fan part is not on the list” (well I think that’s what was said - it was a confusing mumble)... of course the technician’s friendly approach included “you can get a new boiler from the biggest gas brand in the U.K. for less than the cost of the homecare plan”. Confirming to me British Gas are continuing in taking money under false pretences, my plan is already over £60/month - they have no intention of fixing older boilers. I’ve had numerous previous rude & aggressive technicians over the years - thinking they know it all. So guess what, I’m fed up of this useless customer treatment - I’ll be calling the local expert, cancelling this plan after 17 years of very very weak unprofessional service. Oh yes, they’ve quoted £708 for next years homecare maintenance plan, a cost which mostly covers the BG homecare technicians sitting in their expensive vans instead of improving diagnosis & sourcing parts needed for a maintenance plan!! My recommendation is - Do not take out British Gas boiler homecare maintenance plan, use a local expert who has the right determination to satisfy you - this lot do not care about you!!!”

Helpful Report

Posted 4 years ago

“So my annual boiler service under the Homecare agreement was booked months ago for last Monday, 17 August, (first available appointment) between hours of 8 and 1, but no one turned up. Took me several calls to get thru' to real person after being cut off several times having gone thru' electronic messages. Was told my appointment wasn't for the 17th but 24th. I know it was the 17th as I remembered standing in front of calendar writing it in and saying to myself "ah, so-and-so's birthday". So today, 24th, same again, rang, eventually got thru' to a real person after several attempts, to be told they'd call the engineer and I'd receive a call within 15 mins, no such call has been forthcoming - nearly 2 hours now. Have tried to call 3 times again but after the electronic sifting process the call gets cut off repeatedly. FUMING!!”

Helpful Report

Posted 4 years ago

“Trying to get hold of someone to talk to is impossible. You do not accept or answer emails or phone calls because you say you don't have the resources to handle them during the corona virus! However, other gas and electric suppliers are offering a full service! I know this from personal experience with my family and friends. As soon as I can I will be leaving you. John Sweeney”

Helpful Report

Posted 4 years ago

“After 35min wait on the phone to speak to customer service they hang up. I have been with them previously for many years and only had troubles. Stay as far as possible.”

Helpful Report

Posted 4 years ago

“Been trying to get to my account via website and App.. The BIGGEST energy supplier they call themselves yet they can't get website or APP to work... Waste of time.. Will try phone now and see how we get on there.. If that the same will ha e to cancel the service plan I ha e just started as won't be able to make most of it.”

Helpful Report

Posted 4 years ago

“After moving into a new home I had a terrible experience with British Gas. I was put on a temporary extremely expensive tariff which I wasn't informed of until being in the property for over 3 weeks. I then received bills requesting I pay for the previous owners gas & electricity usage which they hadn't yet paid. I phoned BG and told them this was not ok and asked them to send amended final bills only for my usage. They agreed it was an error and would send amended bills. The bills which arrived were still incorrect, this time they had falsely increased meter readinging way beyond when I had switched to a new energy supplier. I have a BG smart meter so it was disgraceful they made up an estimated reading instead of using the smart meter they have access to. I phoned again requesting up to date correct & final bills. This time the electric bill was correct but wasn't a 'FINAL' bill... and the gas bill was even higher than before... At this stage they started threatening to send my details to a debt collection agency. I finally used their live chat and had to be very pushy. They agreed the electric bill should have been a 'final' bill and this was their error, and they agreed the threats were a mistake - yet continued to send them. Today I finally have written confirmation from them of the correct, final bill amounts which I will pay. avoid this con-men. Note the written confirmation also included some other customers details and case information by their error - stupid british gas!”

Helpful Report

Posted 4 years ago

“After moving into a new home I had a terrible experience with British Gas. I was put on a temporary extremely expensive tariff which I wasn't informed of until being in the property for over 3 weeks. I then received bills requesting I pay for the previous owners gas & electricity usage which they hadn't yet paid. I phoned BG and told them this was not ok and asked them to send amended final bills only for my usage. They agreed it was an error and would send amended bills. The bills which arrived were still incorrect, this time they had falsely increased meter readinging way beyond when I had switched to a new energy supplier. I have a BG smart meter so it was disgraceful they made up an estimated reading instead of using the smart meter they have access to. I phoned again requesting up to date correct & final bills. This time the electric bill was correct but wasn't a 'FINAL' bill... and the gas bill was even higher than before... At this stage they started threatening to send my details to a debt collection agency. I finally used their live chat and had to be very pushy. They agreed the electric bill should have been a 'final' bill and this was their error, and they agreed the threats were a mistake - yet continued to send them. Today I finally have written confirmation from them of the correct, final bill amounts which I will pay. avoid this con-men. Note, the written confirmation also included some other customers details and case information by their error - stupid british gas! #GPDRbreach”

Helpful Report

Posted 4 years ago

“Worst energy provider, bring up excessive energy costs, than send out people to change your energy source to pay per meter, so that you will be stuck with them and can’t change provides, also they get court judgments unfairly by not sending any notices and letters. The customer service mis managed and so many miscommunications, they don’t even know what’s happening half the time, please don’t, don’t, don’t go with British Gas! Worst company ever!”

Helpful Report

Posted 4 years ago

“Never once in my life felt the need to do one of these. As context there are 2 people living in my house and we use no gas at all and very little electricity (same room same tv short time periods). We were paying £130 a month for dual fuel tariff and after reviewing other deals seemed very expensive for what we were using. Turned out British Gas constantly messed around with my payment and stopped it for some months and hiked it up twice as high others, then upon leaving switched me to an ‘emergency plan’ which I assume was to just milk any extra money from me costing me £200 in one month. Received an email stating that a debt collection agency will come to collect if I do not pay, cannot speak to anyone other than outsourced individuals with no power to do anything other than get you off the phone. Total joke, don’t join them.”

Helpful Report

Posted 4 years ago

“We were charged a call out fee for a leak as British Gas claimed we were not covered, despite having Homeware 4 package. British Gas had downgraded our cover without informing us. Repair completed by cowboy sub-contractor which still leaked and cost us to repair with another plumber. When engineer later called for annual boiler service he showed us that we were listed on his system as having full cover, even though BG still denied it. 9 months later finally received refund but no apology Not possible to book annual services when due, and then cancelled at last moment. Friends have had contract for 5 years but only received 4 annual service calls. Think twice before joining!”

Helpful Report

Posted 4 years ago

“Line keeps dropping and everybody is indian, I tried to simply pay my bill and set up a direct debit for an hour and a half and I've still not been successful in doing so.”

Helpful Report

Posted 4 years ago

“Home care policy £109 a month what a farce. 2014 was sold a policy the only reason I agreed to it and took it out was because I was informed that any thing covered that isn’t repairable will be replaced like for like. I had cause to contact British Gas as my dishwasher has stopped working plus my brushes steel double plug sockets in my kitchen only one side is working on a few so thought might as well get an electrical engineer out to look at them. A rude engineer contacted me on the day asked about the problems. Told me he wouldn’t do dishwasher as it sounds like an appliance issue and would throw it back to British Gas to sort another engineer to come out. He then went onto to say he would not replace the sockets like for like (which I was told in the beginning it would be) but would be replaced with some old white plastic things they carry in the van if I want brushed steel I need to go and buy them and re book! I went back to work to be told later by my son that an engineer had been out after I left to look at the dishwasher! I contacted British Gas to be spoken to rudely abruptly and quite frankly obnoxiously by a Scottish accented team leader who told me continuously to read the policy document I challenged her and she first agreed she didn’t always read them herself but later when I used the same statement she accused me of attacking her personally as it now transpired if my dishwasher is repairable it will be but if not the exchange team will contact me to replace the dishwasher LIKE FOR LIKE but if it’s over three years old I have to foot 70% of the cost of the replacement which is not what I was sold when I agreed to accept the policy. I challenged her about what I get for £109 a month she couldn’t or wouldn’t respond just reverted back to type saying read the policy document and put the phone down after refusing point blank any form of refund or part refund for miso of policy. I was neither rude aggressive (well I did have to talk over her as she repeatedly spoke over me when I was talking) or attacked her personally all I did was challenge her on her responses to my questions. This is a policy not worth taking out, not worth the money as there are more disadvantages to it than advantages to having it and if you are told like me like for like its NOT your find not everything is covered so you will be paying twice once for the policy and again for any new appliance or plug face. Very disappointed and disgusted will be cancelling this policy once the dishwasher is done and will replace the plugs myself or get a friend who is a qualified electrician to do it certainly won’t cost me £7,848.00.”

Helpful Report

Posted 4 years ago

“Given an appointment time between 12.00am and 6.00pm, surely when the engineer gets their rota for the day they can give you a better estimated time of arrival. As things stands looks as though it’s a fully wasted afternoon, my time is just as precious as theirs! Companies have all this “wonderful” technology yet they don’t know how to communicate with their paying customers.”

Helpful Report

Posted 4 years ago

“"What Went Wrong"? EVERYTHING! I am trying to change a pre-payment Electricity meter for my 83 year old father (Who is on the vulnerable sheilding list, so has not been out of the house for over 4 months) He cannot get to a shop to top up the card, and as the system is outdated and expensive he agreed to the change. Customer service took all his bank payment details for the new Direct Debit Payments, and assured his it would take 48 hours to complete the switch, also to leave the meter by £2 in credit. 4 days later all his Electricity went out. There was no emergency call number, by pure chance we managed to get the electricity back up and running 6 hours later. They hadn't switched the meter at all. How was the issue resolved? Let's just say it's on going. If no one ever getting back to you, or telling you via their on line chats that the meter is with another energey supplier and not British Gas, is on-going!! Getting through to an actual person is impossible, then it's barking dogs and screaming kids in the back ground. I feel terrible for my father who has been so patient, I just know that they are going to take the direct debit from his account, and he will still be topping up the meter, and we are then faced with a whole new set of problems. I feel so angry that they are allowed to treat their most vulnerable and loyal customers this way and just get away with it.”

Helpful Report

Posted 4 years ago

“They messed up our payments, then tried to blame it on us even though we have proof it was them. When we told them about this, they said they’d fix it and never did. They are now denying any fault at all even though they were admitting fault at the start. I will be taking this further!”

Helpful Report

Posted 4 years ago

“Same as other people posted here before on British Gas customer service. They disconnect mid call for no reason. British Gas, you are losing customers due to poor customer service!”

Helpful Report

Posted 4 years ago

“Worst customer service I have ever experienced, they will hang up on you regularly if they have difficulty solving a problem, I have been waiting 2 weeks for credit to be refunded. Almost impossible to talk to any kind of manger or ever file a complaint. Avoid like the plague, these people are disgusting.”

Helpful Report

Posted 4 years ago

“British Gas Homecare. I was a good customer for many years having homecare three. I just looked on a comparison website on the off chance, being furloughed has given me time to really have a look on my outgoings to find I could get home care four cheaper than what I was paying for three as a new customer. My policy was up for renewal soon so I cancelled and took my custom else where. I will look more closely in future.”

Helpful Report

Posted 4 years ago

“Promised a discount to prevent me leaving Y,. Energy and held me captive by saying that they would call back. The discount was never applied, I spoke to 26 ppl,and they regularly left me hanging on the line and cut me off too. The worst customer service in the UK. Horrendously expensive. Nothing good to say about them. When I lodged a complaint they scratched it off saying they wanted it closed as they thought they had done enough. Many, many, many companies are much less expensive and head and shoulders over B. Gas to deal with. Even if you leave you will probably be quids in ....their charges are exorbitant, their staff couldn't care less, case handlers pretend to sort and then ditch, as they are likely to feel so miserable, dejected and sorry that they ever took a job from these useless Charlatans. Be warned they are failing rapidly as they do not employ staff to sort problems....they just avoid the problems by not answering the phone and not getting back to you. Tip=LEAVE”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,138 reviews