British Gas Reviews

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

1.2 Rating 3,226 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,226 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 7%
Accurate And Undamaged Orders	Greater than 79%
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

“Inept. BG have yet again messed up our Direct Debit, Readings and Bill. Over the last 4 days our account has shown 2 bills and 2 reversals of over £1k each. We've been in debit for over 1.5k, in credit for £55 and now in debit for £800!!! I sent our readings and they said they were wrong so they wouldn't use them to bill me so I sent photos of the meters. This is when the money merry-go-round began on the App. When I looked at our usage on the App for the last quarter it is sky high. The only way it could be this high is if a music festival was being run off our meter. Utterly ridiculous! Then I find out they've been taking £50 a month more than the agreed direct debit without informing me of the change. This is the 2nd time in 2 years they've made a huge blunder and I've wasted time trying to get hold of them with absolutely no luck. It's wearing and infuriating. Every time you go to Live Chat a notice pops as informing you that there's nobody available. Utter rubbish. Utter, utter rubbish. Sort it out British Gas!!! Just look at the review sites! It says it all!!!”

British Gas 1 star review on 17th July 2022

Helpful Report

Posted 3 years ago

“Trying to find my next month payment. ‘Sorry we have a glitch is all I get. When I cancel my dd that will be my response. Get a grip.”

Helpful Report

Posted 3 years ago

“App is fine for checking what previous bills etc, but won't show usage, the chat rarely has anyone answering, and combined with the lack of phone operatives, the only thing you can do is to look up the FAQ section - which often doesn't cover my enquiry. British gas don't seem to want any communication with their customers.”

Helpful Report

Posted 3 years ago

“Have spent hours online and on phone, with no response. I did manage to find out that I am , for an unknown reason, with the defunct subsidiary Evolve. But I am unable to get through to them. As I write this I have been on hold for 40 minutes. Absolutely appalling customer service.”

Helpful Report

Posted 3 years ago

“Waited in 6 hours for a gas service. They failed to arrive or contact me. Rang them 3 days later. According to call-centre can't ring, email or write to them to make a complaint. They listen to my complaint & make one on my behalf. Asked if I could have a copy. No. So 'I've' made a complaint but have no clue as to its contents. This is customer contempt not customer service. Reply from British Gas Hi Neil, it's disappointing that it's not been explained to you properly. If we've raised a complaint on your behalf, we should do all we can to work with you to resolve it or escalate it to our dedicated complaints team if it'll take a little longer to resolve. So we can find out where yours is up to, please get in touch over Facebook or Twitter with your details & include #Trustpilot in your message. If you don't have access to do this, you can use the live chat option via the website or app. Thanks, Charlotte Reply from Neil I have a complaint made on my behalf & now have to contact you so you can find out where you're up to? I'm not on Facebook or Twitter. You know my address & phone number so; look at the complaint you made on my behalf, think of a resolution then contact me with it.”

Helpful Report

Posted 3 years ago

“I would of given 0 if did had been an option, we tried to change from a prepaid meter to pay by direct debit, easy you would think! All set up or so we thought, but because of terrible service a few months ago I decided to check, they tried but said it was blocked but didn't fix it or let us know, after broken promises to phone us back, still waiting and our credit is going down, so we could end up without electricity if they don't fix it and they didn't even bother to tell us there was a problem.”

Helpful Report

Posted 3 years ago

“Live chat is frustratingly poor, I think the agent just gave up, look at the times on the chat yet I got a message saying it was ended due to inactivity. This was after lots of conversation just trying to book a bloody service”

British Gas 1 star review on 13th July 2022

Helpful Report

Posted 3 years ago

“Communication is almost impossible from a mobile phone and my experience of moving was terrible”

Helpful Report

Posted 3 years ago

“I would give no stars if that was an option. I can never access the British Gas website. It is impossible to set up Direct Debit or to access information about my energy usage. Sometimes I long for simpler times when communications were on paper and a Direct Debit form could be completed in a couple of minutes. This is dreadful service and causing me a lot of stress. I am also paying more for my energy because I haven’t been able to set up Direct Debit.”

Helpful Report

Posted 3 years ago

“so back in december i had a issue with my tarif, i thought i was on a fixed but i wasnt and then said i would struggle to pay a higher price and i could feed my son and Glen that was perfect , i was like what the hell Mate, i reported it straight away and i put a complaint in this was december or early January, ive been on there chat numerous times, had call backs arranged with managers and nothing ive emailed your complaints team 5/6 time and nothing ive been lied to insulted even called and been on hold for over a hour at times ive lost 5/6 days of work, all this has effected my mental health all because a member of your staff thought it was ok for a baby to starve.”

Helpful Report

Posted 3 years ago

“I am still waiting for the manager to call me after 4 weeks. They sent me a bill which is incorrect and sent me a threatening message to pay it. The bill is incorrect and I won’t pay it until the manager rings me. I would if left British Gas but my fixed tariff does not run out until 31.12.23.”

Helpful Report

Posted 3 years ago

“Customer service and billing are totally not fit for purpose. Stopped my payments until they start billing me correctly. It will be likely that they take me to court first as they are in a mess with my billing...... and not my fault!”

Helpful Report

Posted 3 years ago

“British Gas app complete waste of time. Slow, doesn't bring up information being searched for such as usage. It needs sorting outG”

Helpful Report

Posted 3 years ago

“Absolutely appalling I'm genourous to give it 1 star, big company and app doesn't even work, I was better off with eon. Even there advisors feel sorry for there customers they don't know wgats going on too. British Gas get a grip scrap your app and start again or ask other energy providers how they have got it right.”

Helpful Report

Posted 3 years ago

“Booked a day off work for our boiler to be serviced needed an LPG engineer wrong engineer sent to us wasted day Complaing by phone difficult press 1 said no etc Web chat got £20 compensation for my wasted day holiday not enough Let's hope next booking goes well after all the cost of homecare service is expensive”

Helpful Report

Posted 3 years ago

“i had new meters fitted on 1/7/22 inhome moniter not working they wont send anyone out to fix it.”

Helpful Report

Posted 3 years ago

“If you a small business stay clear, customer service terrible.5022670086”

Helpful Report

Posted 3 years ago

“Billing Fraud. Every month bill is getting cancelled and replaced. Fortunately I have saved all the bills in my laptop. When I compared last month bill with present month bill. They are adding few kWh to months which we have already paid for and this is happening without our knowledge. This is my bill example: 5th May Bill Statement : 21 Oct 2021 - 25 Nov 2021 559kWh at 19.695p per kWh £110.10 25th May Bill Statement : 21 Oct 2021 - 25 Nov 2021 593kWh at 19.695p per kWh £116.79 How could 2021 meter reading will change in 2022 May month billing? Please someone government officers look into this issue.”

British Gas 1 star review on 2nd July 2022

Helpful Report

Posted 3 years ago

“B .G has caused me & my wife who has stage 4 cancer .so much stress over 14 months ago when we made a complaint. even made her cry with debt collector threats. We made a complaint . About incorrect bill . Wrong info . etc.”

Helpful Report

Posted 3 years ago

“220th in the chat queue.?...Joined inJan22 but no bills available/ visible online. It is now July 22. I was with together energy but got moved to BG...I wouldnever have chosen BG.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,226 reviews