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

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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

“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 4 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 4 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 4 years ago

“I wish I'd never moved to BG.”

Helpful Report

Posted 4 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 4 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 4 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 4 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 4 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 4 years ago

“Why is their no monitoring system for call handlers. They just don't care and can't do their job. I have spent five hours yes five hours trying to speak to someone today multiple calls and when I do they can't sort out such a simple thing. Only want to give a metre reading. Just spend 40 mins on hold again and when I said I want to make a complaint the whore has just put the phone down. I actually dispise this company hope they all rot rats!!!”

Helpful Report

Posted 4 years ago

“Terrible Company - they cannot get the bill right even with smart meters. After moving to the year ago, I had 4 months of constant phone calls, chats and emails to get them to understand that I did have smart meters fitted (that they fitted!) The still insisted on billing me with incorrect estimates and meter readings from another meter that didn't even exist, I had to take several days off work to wait in for engineers to come and rectify the problem - one of which did not turn up and 1 turned up at 9 am when I was told 2 pm. When they did arrive they simply said - you already have smart meters so what's the problem!! The problem is British Gas have got no idea what they are doing. No apology or compensation offered and now you cannot even get hold of them at all (Due to COVID, just another excuse). I will NEVER use them again and have arranged for other members of my family to do the same. Just on one final point the website and app are terrible and do not give you any information at all (When they are working or displaying proplery that is)”

Helpful Report

Posted 4 years ago

“I have just recently joined British Gas, now they send me emails but the background is black and the text is very pale grey - impossible to read - does anyone else have this ??”

Helpful Report

Posted 4 years ago

“Yet another company using the fear pandemic excuses and NOT providing ANY customer support. Bunch of snowflakes hiding under the covers. Come out sweetie it's OK... and get back on live chat the only way business customers can communicate to let you know you've once again ballsed the bills up. I give up!”

Helpful Report

Posted 4 years ago

“Have home care agreement - had to wait over 3 weeks for them to come and fix the washing machine even tho they classed it as urgent as it fused the whole electrics in the house The engineer didn’t turn up not even a message to say he wasn’t coming so wasted a days holiday waiting in - complained and they are giving me the next urgent appointment, yep another 3 weeks away Do not go with this company”

Helpful Report

Posted 4 years ago

“We received a letter from British Gas confirming our appointment for a "Gas Safety Check" We were given a five hour slot and even had a text message that morning saying everything was good and on schedule. Waited in all day! no engineer turns up and no text messages or calls to notify us. Tried "writing" two weeks still no reply Tried "live chat" sorry no record of appointment Tried "email" sorry e mails are not being monitored Tried "calling" after 50 minutes and being transferred several times we eventually found out they had actually received the original complaint letter and are dealing with it, but never thought to tell? This appointment was made for a (Gas Safety Check) and we are actually registered on the British gas support scheme for vulnerable/priority customers. What a disgraceful way to treat a loyal British gas customer for over 40 years! Maybe time for a change”

Helpful Report

Posted 4 years ago

“My toilet has been broken for 2 months now and unuseable. I have a son in a wheelchair who has been using a commode. Despite numerous chasing phone calls and registering an official complaint they do not contact me to arrange for the repairs to take place. I have been a Homecare customer for 18 years. I thought they prioritised disabled people. They don't.”

British Gas 1 star review on 29th September 2020

Helpful Report

Posted 4 years ago

“My company has boiler service and repair contracts for tenanted properties. Booking a repair online or through their app is not easy. Getting an engineer in an emergency is almost impossible. I've had problems every year since using them. Im fed up and going to find a new company. Even though I've made complaints, nothing has changed.”

Helpful Report

Posted 4 years ago

“I have been shielding 6 months as in vulnerable group. Letter came to contact for annual service check. I cant do online and s very scared about corona virus coming into household. After being on phone 6 minutes 03332008899 going through press this or that for response, then at the end recorded message said must go online as this department closed. I tried chat online and to busy so not available.”

Helpful Report

Posted 4 years ago

“would give a negative number if I could. Trying to change from British gas to another supplier. The change was supposed to happen at the beginning of September, but they won`t allow it to go ahead as they say I have a debt. I don`t, it was the previous tenant. I actually have my webchat transcript saying this but I received a letter this morning saying the transfer is on hold due to a debt. This apparently is all due to a computer glitch, I have had 7 web chats several phone calls and have written several complaint letters, all to no avail. I would like an apology and acknowledgement that the debt was never mine to begin with, And some recompense for phone bills and stress caused. I live in hope”

Helpful Report

Posted 4 years ago

“Unhelpful company robbing the vulnerable”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,138 reviews