British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.22

1.2 Rating 3,208 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,208 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

“We have had nothing but incompetence from them from the day we had to go with them ! From taking money from us for our old house and our new house. Now they have put us into debt even though we are £279 in credit? We haven’t had our money owed from the government either So stressful! There is absolutely no way you can speak to anyone to sort it out as the just hang up on you Absolutely dreading trying to sort it all out 🙈”

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Posted 3 years ago

“My daughter just moved into a new house. She has had no heating of hot water for 8 days . Three young children. 3 hours on the phone to customer services only to be passed on to another number . Automated answer then disconnected . Still no heating or hot water . These useless incompetent xunts get away with murder but rake in astronomical profits. You should all be arrested for fraud you bunch of xucking sub humans”

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Posted 3 years ago

“Having had a failed boiler service appointment I had to wait over a month for new appointment but engineer failed to arrive dispite me receiving texts allday saying "engineer on schedule see you soon ". Unable to contact anyone at British gas.”

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Posted 3 years ago

“No customer service??? No response to email No response to messenger (other than automated response that they aimed to respond in 3 days), over a Month chasing now App chat, just today from 14:00 to 21:30, email, DOB, post code, no…over and over to be asked to supply same again over and over Just stopped billing and taking my DD??? How did I try to communicate doesn’t allow you to select all??!!! Reply..last option over a week? Over a month!!”

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Posted 3 years ago

“3 phone calls taking forever on hold at my expense engineer failed to turn up twice spoke on phone and basically called a liar and hung up on Disgraceful attitude still left hanging and don’t know if the repair will be sorted”

Helpful Report

Posted 3 years ago

“Transferred over from Peoples Energy who were fab!! Then dealt with British Gas a very broken company! Everything from start to finish from exceptionally poor customer service to unprofessional advisors and managers ! Keep sending reminders for things that don’t need doing and have failed to set up my DD we are now on the 5th attempt to set this up as I don’t want to pay quarterly bills! I was on DD before and one of their advisor in their wisdom decided to change it to quarterly and now am struggling to get DD set up again!! Made so many calls with no joys of any help or support, I work full time as a nurse and get promised a call back which never happens. If I could give a 0 star review or minus I would.”

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Posted 3 years ago

“Absolutely awful company to deal with. Customer Service is Non-existent. Left Hanging on the phone for ages. Don't answer the online Help! Should be renamed "Un-Help" contact. I've now been cut off 5 times and been on hold for nearly an hour! Eventually Got through to someone on the phone, two departments later, then she cut me off!! Having to now go through the whole process of speaking to various people without getting an answer. This is the 9th attempted Call today!!! All I wanted to do was sort out a faulty Smart Meter!!! You can even see on the image it has an error displayed with an exclamation mark and red triangle! Frequently overcharging, changing the direct debit payment without authorisation. Took them to OFGEM, who agreed with me and they refunded the money. No wonder their operating profit is growing from $1.3Bn to $1.5Bn in 2022.. Stealing from the poor”

British Gas 1 star review on 6th December 2022

Helpful Report

Posted 3 years ago

“engineer told us he was coming. If slightly curt he was nevertheless punctual efficient and adequately informative”

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Posted 3 years ago

“Booked a visit, waited all day no one came. They rang 10 minutes after the last time slot to say they had been delayed, said they would book us in for an early morning slot a few days later. We again waited in no one came, they rang at 12.55am, and said they were delayed, but we had a previous appointment booked at 2.00 pm. My husband said come they come after three, he was told they couldn’t wait around for us!!!!!! Quite happy to let customers wait for them though. How this service has deteriorated .”

Helpful Report

Posted 3 years ago

“Ended up with BG after my supplier went bust, and can't change away from them as no one wants to accept new customers. They more than triple my direct debit every 6 months when they get an opportunity to 'review' it, even though my account is in credit at the end of each 6 months. Currently on live chat to them because they've violated the T&Cs of my direct debit by taking more than the agreed amount with no notice.”

Helpful Report

Posted 3 years ago

“Everything. They overcharge, keep changing the Web site, don't pay the government support £66 on time. Added fraudulent charges to our account, set DD way higher than necessary. Took them to the Ombudman, BG offered "sincere apology" only to continue behaving exactly the same way immediately afterwards.BG don't care so long as they can charge you and get away with it. Advise to anyone with them check your bills ,meter readings etc. There will be something they are trying to overcharge you with.”

Helpful Report

Posted 3 years ago

“Had the misfortune of automatically being took over by British Gas when my previous supplier went into admin last year. First few months expected bit of up down till familiar with my usage or they received my historic info. 12 months later they got no more clue than had at start despite my monthly readings.... One min need pay more...Next payin too much....added bonus of warning I will be in debit end of plan....then send me a balance I tried storing on account for winter back with no warning??? Only got accurate bill twice in a year.....and thank god I overpaid all their DD suggestions as I just about covered the last 6 month bill..... The app and online account are about as much use as a chocolate fireguard regarding up to date usage...or anything remotely important. But I would say from my experience an easy way to build up debt if left 6 month at a time. Tried at beginning asking if could get monthly statement so could monitor....nope. International Call centre answer was don't worry if you owe us we will tell you....in 6 months when next bill you( a fortune owing.) That could mean a remortgage with the price of energy. I have just switched supplier. Nobody could be as bad as this... And never have I dealt with such poor account information so leaves you pretty much praying your own usage/cost guess work is better.”

Helpful Report

Posted 3 years ago

“the WORST company i have ever encountered had no gas for 5 days and they laugh down the phone and hang up on me, im diabled with a child and british gas caused me to have a full on breakdown. thats how good they are. INDIAN CALL CENTER DOES NOT CARE. BRITISH GAS?”

Helpful Report

Posted 3 years ago

“After a failed appointment in October we expected the next one to be met but once again a no-show between 0800-1200. Call the contact number and sat for a long, long time in the queue and finally got an operator. I explained that the appointment was not kept and I was told I had the times wrong. This person said the appointment slot was 0800-1700 - not what my letter said! Anyway, at 1630 a technician arrived to do the smart meter installation and he also told us the appointment slot was 0800-1700! The smart meter work was completed and when I asked about the remote monitor and instructions for any adjustment to the meter I was told I needed to do that online. I was not even invited to see the meter which is outside our flat in a surface box. So, I have no idea how the smart meter works, who to contact with any problems, why I have no monitor fitted or what to expect from this unit. In my opinion Scottish Gas is an absolute shambles of bad organisation, failed communications - both written and by telephone, text or email. I cannot believe this service standard is allowed to continue so assume your management and operational staff are completely inept!”

Helpful Report

Posted 3 years ago

“We have a Homecare Contract, which includes a boiler service. The service was due this morning between 8 and 1pm. I took time off work and they didn't turn up. Last year they sent engineers on 3 different occasions who were not registered for Calor gas and so could not do anything. Poor service when I am paying £45 per month Please beware !”

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Posted 3 years ago

“3 different quotes from 3 different members of staff for insurance”

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Posted 3 years ago

“Worst app, customer support ever!!!!!!! No one everonline to help you.. They have no issue taking money though.... I don't want to give them 1 star even”

British Gas 1 star review on 1st December 2022

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Posted 3 years ago

“Worse ever company”

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Posted 3 years ago

“Utterly abysmal; a disgusting lack of service. My 90 year old mother has received her latest bill and needs to query the amount - apparently we have used far more this year than last year (NO, we have not; if anything - have used less, considering the times we are living in and being 'extra careful!!). Can we get hold of anyone? After 4 hours, no. At one point, 'homeservices' answered (after about 3 hours) - gave her a number to ring. Since then, again, no answer. We want someone to come and read our meter, not very strategically placed (!) in the garage. She can't - she is disabled and unable to bend low down to read figures. I can't - I've hurt my back and again, can't get down there. We want a meter reader! Website doesn't seem to cover this at all - and when I tried the 'webchat' - question wasn't recognised - and then it told us that 'our provider has ceased trading and we need to transfer to British Gas.' We have NEVER been with any provider OTHER than British Gas. So - we cannot query the amount to pay; we cannot access a meter reader; we cannot ask anyone anything about anything. What the hell is this like for vulnerable and/or very elderly people living alone, with nobody to support them or help? It seems I am perforce to give one star for this 'service' - please read that as zero. Stinks!”

Helpful Report

Posted 3 years ago

“Nothing ‘British’ about them. Absolutely shocking customer service. Unable to actually resolve any issues! They should be shut down. Lies and more lies from each customer service advisor. None of them have a clue!! The best bit is when they hang up because they have no more answers to help you resolve the many problems, after waiting 50mins-1.2 hours to actually get through to them.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,208 reviews