British Gas Reviews

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

1.2 Rating 3,136 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,136 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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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

“£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

“Pre paid meter display screen went blank the end of March , I panicked because of my electric running out. After being in a queue a hour and forty minutes I managed to get through to customer service only to be hung up on. I tried the following day and was told I would be rung back after them saying I had to have smart meters fitted or pay £130 for a ordainry meter .I didn't want smart meters but I had no choice as I wasn't prepared to pay for a ordainry meter again , bullying tactics by British gas. Surprise , surprise they didn't ring me back after she promised to. It was then that I got in touch with citizens advice and they immediately gave me a case number and rung British gas who then got in touch and gave me a appointment for 4 days later , I'm sure that you can guess that I received a message from British gas that due to unavailability of engineers that my appointment was cancelled . Quoting my case number I rung citizens advice and within a hour British gas got in touch and my appointment went ahead. I urge customers of British gas to get in touch with citizens advice they were brilliant , I had regular phone calls off them to see if I was ok and I can't praise them enough. I was promised £30 cheque from British gas for inconvenience but you've guessed it , I have never received it.”

Helpful Report

Posted 3 years ago

“Scams happening I had fixed tariff for dual fuel until March 2022, British gas has charged me new tariff from the 9th March 2022 it is not been a full month since my new tariff has started I also have left credit in my accounts and still direct debit applied and money taken from my account,.”

Helpful Report

Posted 3 years ago

“I have been trying now for 3 months to get my gas metre replaced so I can actually read it 4 hours yesterday I spoke to someone today I'm told the chat has been closed and they need all my details again very difficult to contact any kind of customer service I struggle with severe anxiety so find it difficult using the phone talking to this company has made me want to kill myself it is caused me so much stress and anxiety”

Helpful Report

Posted 3 years ago

“I have been trying to talk to a person from British Gas for over 2 months no joy on chat line at the moment over 2 hours still haven’t spoke to anyone that can help”

Helpful Report

Posted 3 years ago

“Boiler service- reported fault on Bank Holiday Monday & got prompt appointment for today. Engineer called early to bring appointment forward & true to his word arrived early. Replaced faulty calve & tested system before leaving. Engineer D Tarrant, very polite & professional. Thank you for prompt service.”

Helpful Report

Posted 3 years ago

“Literally nothing about this company is ever easy. They have 15 teams where Octopus has one, and whichever one you get through to is guaranteed to be the wrong one. Very occasionally, you get lucky and find someone who might try to pick up your issue and get it solved internally, but even then they are often hamstrung by the bureaucracy and ancient systems they have been lumbered with. I manage properties and whenever I see the British Gas logo, I want to cry. For the sake of your own sanity, please AVOID this company.”

Helpful Report

Posted 3 years ago

“I woule literally rate british gas at 0 but thats not possible. Extremely poor customer service, I had to call like hundred times to sort out my account and still got no help. Every customer service advisor have told me they will contact me within a week to sort out my meter readings because they were wrong and I have NEVER been contacted. It is literally the worst utility supplier i have ever been with. They just drag you on for months then they send you a bill that makes you want to commit suicide. If i ever die, british gas will be the reason.”

Helpful Report

Posted 3 years ago

“Style over substance. When gas and electric prices are the highest in history relating to income. BG hasn't solved the problem with the usage app.....”

Helpful Report

Posted 3 years ago

“Worse than useless. None of their systems work and you can't get through to anyone.”

Helpful Report

Posted 3 years ago

“British Gas are a disgrace I have been trying to get my monthly billing meter changed to a pay as you go. British had have told me that this will happen 3 times now it has not. I have the top up app and cards which I cannot use. I was assured by British Gas that my electricity supply would continue until the switch happens. My electricity is off now. I have a disabled wife with dementia who uses electric equipment and medication which must be stored in the fridge. Luckily my wife is in hospital at the moment. This totally unacceptable and shambolic. I am receiving bills which they expect me to pay that WILL NOT be happening. I am no way racist but every time you ring you speak to a South African call operator most struggle to understand what you are saying. This BRITISH gas is supposed to be our flagship company. The second other companies are taking on new customers I will be changing supplier and do not care if I end up paying more. Anything to get free of British Gas”

Helpful Report

Posted 3 years ago

“Convoluted price structures always make it feel like you're being ripped off because you are. They are a law onto themselves that can change how you'll pay them without asking. Terrible company. Already left them before and somehow I've now ended up back with them. AVOID”

Helpful Report

Posted 3 years ago

“I had some questions about my account, I was determined to actually speak to someone this time so I patiently waded through the usual automated fobbing off when success arrived, I finally got though to a customer agent who was helpful enough but unfortunately her foreign accent was so strong I did understand a single word she said. Does anyone have any advice for me...because I know I need to be very careful what I say for being accused of being racist and getting arrested. To be honest I would rather my gas account issues lay unresolved, even if British gas owe me thousands because I am too scared of being arrested by the Police for being accused of being racist...if this makes sense. Thanks”

Helpful Report

Posted 3 years ago

“BG have pretty much made me homeless. Tried to move address but their total failure to reconnect me at my new property left me with no alternative but to cancel my new tenancy. I spent three and a half working days to be put through to the billing department. One phone call lasted 1 hour and 42 minutes while they put me on hold. My phone went dead and I had to discreetly recharge it at the library. I am a pensioner and it's lucky for me that I left a couple of weeks crossover on my moving dates otherwise I would be sleeping in my car. I have written and complained to BG but it's no surprise that they haven't contacted me. As soon as I can I will go to the Ombudsman. Despicable company who should not be be allowed to carry the name of any nation in their title. Shame on you B...... Gas !!!!!”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,136 reviews