British Gas Reviews

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

1.2 Rating 3,209 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,209 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 26th December 2025

106

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“quite possibly the worst customer experience & service I have come across. First they send me an incorrect bill. To get it resolved I have to launch a complaint, which they say they will resolve in 7 days. hahaha! I then receive emails, txts from Debt recovery companies chasing the bill. I have explained the bill was in dispute, but they take no notice. Finally after 3 or 4 phone calls from me to customer services I reach somebody who cares. They call me back and say they have resolved the problem and confirm there was an overcharge (over £1000) I am offered a £20 goodwill gesture of my bill for the inconvenience, which I accept and pay the bill over the phone. They also agree to call off the debt recovery company. I request new invoices. When I check the invoice they do not add up to what I paid. I also notice that the charge for Gas looks really expensive as no appliances are running as the property was empty. Can a pilot light on a boiler cost £2 per day? I don't think so. I have to call customer services again! grrrr. Upon getting through I am told that the reason the bills don't add up is because I was charged a £25 late payment fee. What a liberty and so much for the £20 goodwill gesture. Now Im fuming! I ask if they can check the gas usage. They respond by saying "Mr Hixon are you saying the meter is faulty because if its not there will be a £400 charge for the engineer visit. Another liberty!!!! I request a call back from a manager. No surprise I"m still waiting and I'm not holding my breath. Oh and today I got a letter from the debt recovery company which just about tops it off.....”

Helpful Report

Posted 7 years ago

“British Gas homecare is an absolute joke. Not content with making us wait 2 months for the service appointment, they then ring up the week before the scheduled date to cancel it due to an abundance of emergency appointments. We will then have to wait another 2 months. All this time they’re collecting £17 a month for “peace of mind” They couldn’t possibly answer my question of whether the emergency appointments were due to the fact that they’re not servicing appliances. One customer less after service.”

Helpful Report

Posted 7 years ago

“They did everything possible to stop us cancelling our Homecare cover after experiencing poor service from their engineer. Their automated telephone system is dreadful, email contact was not available, and when you finally speak to someone you are told that they are not able to deal with cancellations, despite that number being given by British Gas on the notification of automatic renewal. All of this after they elected to ignore explicit written instructions to cancel automatic renewal sent by mail 2 months earlier.”

Helpful Report

Posted 7 years ago

“2hours and 2 call centre staff spoken too 1st gentleman was polite and helpful then said the dreaded thing I would get a call back in 48 hours when I saidhis was not good enough he gave me a number to call 20 miunutes later hung washing out and brushed my path spoke to a lady ???who was very rude told again I would have to wait 48 hors for a call back !I asked to speak to a supervisor and was told they would only say the same I informed the lady! I would wait to speak to her supervisor 5 minutes wait and was told someone would call me within the hour with my recent experience with British gas I will believe it when I see it, will be looking to cancel all I have with them can not believe how a company of British gas standard has deterioted so badlyJudging by the bad reviews written they are not going to improve.”

Helpful Report

Posted 7 years ago

“Was a customer for 3 minutes. To a service plan out and then wentto book a service and they exepct you to wait in 5 hours for a slot........”

Helpful Report

Posted 7 years ago

“Absolute Cowboys! I wouldn’t trust them to change a plug. They are currently paying Trustpilot to put fake 5 star reviews on also.”

Helpful Report

Posted 7 years ago

“Lied to by BG who said engineer had called when he had not. Manager very rude when I had explained a missed visit to my sick 91 year old mother and that I had a 7 year old staying with me. 48 hours without hot water or heating”

Helpful Report

Posted 7 years ago

“Have a service agreement for a couple of flats which costs £341.98 per annum. Currently no heating and no hot water. They cannot get out until tomorrow afternoon and expect the customer to take the afternoon off work. So, inconvenience and extra cost! When I phoned up to complain the advisor suggested we boil a kettle!”

Helpful Report

Posted 7 years ago

“Demand for totally wrong amount, harassment for payment”

Helpful Report

Posted 7 years ago

“Customer service is absolutely appalling. They gave out my personal information without my permission.”

Helpful Report

Posted 7 years ago

“Very poor is not enough to describe BG service. After boiler and new radiators installation I have been left with leaks all over my ceiling in one room, just because their "professional engineer" didn't bother tied up the pipes, radiators were installed on to existing horrible and very old pipes, I have specifically asked for valves on the radiators and been told, "yes, yes, valves are less of his worries" WTF and of course there is no valves installed on the radiators. Their "professional" work cost me £4000 IT IS LESS THAN VERY POOR”

Helpful Report

Posted 7 years ago

“Had boiler serviced in june. Put heating on after heatwave summer.water is fine. Charging us call out because of their bad servicing.”

Helpful Report

Posted 7 years ago

“My central heating boiler is old, doesn't cost a lot to run and has worked perfectly since my wife and I bought our house (in Grantham 23 months ago). That is until it was serviced in April, for the second time, by British Gas. The engineer remarked at how clean it was and how quietly it ran. However, a few days later the pilot light went out. Although it relit easily the problem persisted sometimes going out after a few days or more. I requested a repair and,in May, a new thermocouple was fitted and I was asked to monitor performance. The problem came and went at irregular intervals, the biggest being 29 days, so I requested another appointment and this was arranged for August 6th. The first thing the "engineer" did on arrival was to tell me that "hot gases" from the boiler flue were "scorching" the wood of an adjacent storm porch. This was despite the fact that paint was flaking off on both sides of the porch because redecoration was required, nothing to do with "hot gases". He then diagnosed the problem as a faulty gas valve but told me that parts are not available. Not true since they are available from several suppliers but BG doesn't keep them. He then proceeded to fit another new thermocouple and an overheat stat, all the while telling me I need a new boiler and asking me to arrange an appointment to get a quote from BG which I did to shut him up because he went on about it for so long. I was saved the trouble of cancelling subsequently since the sales rep. was off sick and couldn't attend! Before leaving he told me my boiler is a fire risk and should be turned off. I declined. When he had gone I saw that he had left a "do not use" card in the boiler. I then called in an independent gas safe registered engineer who confirmed there was no problem with "hot gases" and that gas valves are available if required. From this experience I can only assume that the "engineer" is in some kind of commission scheme for generating appointments and selling new boilers. Today I received an email to tell me my Homecare agreement will renew shortly with a telephone number to call with any query. Why would I want to renew if parts are not available? I called it and was faced with an automated system that asked me to say my reason for calling then told me it didn't recognise that reason! Apparently "cancel" is not in its vocabulary. You have to say "Homecare" then answer "yes" when the system asks you if it's about a renewal. After 10 minutes I got through to someone and explained the reason for my call. She asked me to hang on. A few minutes later she told me that I needed to speak to the cancellation department but there was a long queue which I could either join or have a call back from BG. I opted for the latter and was told it could take up to 48 hours!! I asked why I had to speak to someone else and was told she was not authorised to take cancellations. I remember when British Gas was easy to deal with and gave good service. What happened?”

Helpful Report

Posted 7 years ago

“Very bad company, customer service zero. We bought a property with British gas supply wanted to carry on with them monthly tariff around 89£ was paid unbroken after received a letter with an outstanding bill over 1000£ very shocked the information given at first was wrong and still paying the balance moved to bulb only pay monthly 78£ around 3 month now received a letter to say our actual consumption is law they want to reduce the monthly tariff. British gas rob you off. Keep far far away.”

Helpful Report

Posted 7 years ago

“I really didn't want to give BG even one star but unfortunately I have to. They began by offering reasonable prices and then have almost doubled the charges with very little notice (£120 to £220 per month a 2 bedroom terrace). Ridiculously overcharging your customers and poor customer services is the reason I will go elsewhere!! Terrible experience”

Helpful Report

Posted 7 years ago

“I wouldn't use British Gas again ever. Their customer services is no-existent. I bought my second home in June 2018. The property had a prepaid meter installed so whilst we were doing the up we kept the prepaid meter going, topping up at the Post Office as we went along. British Gas keep sending us the same bill for 'paying monthly', I have phoned them 5 times now to explain we have a prepaid meter, every time they check and after about 1/2 an hour they say 'yes you are correct we will credit the bill'. Every month I get the same bill again, go through the whole process. Today I received a bill where they have added a charge to my account. Thank you very much British Gas, three months on and about 5 hours of my time and you still cannot sort the problem. I give up! I wouldn't give you any stars you don't deserve it!”

Helpful Report

Posted 7 years ago

“smart meters they don't work and then you end up with a massive bill do British Gas care no they don't the fact that the technology provided it's not their fault. Poor service”

Helpful Report

Posted 7 years ago

“! have an 8 month old child and I am being told today I have to wait until 28th before someone can come and look at my washing machine. The package costs be £63.51 per mont.”

Helpful Report

Posted 7 years ago

“My mum had a new boiler installed, a big job because it was moved to a new location in the house. This cost the best part of 10k I believe. We just had a plumber round to fit a new kitchen tap and he discovered the hot water tank was leaking around a pipe. He said it was never installed properly only "hand tightened". My mum is elderly with dementia so she struggles to keep on top of things, therefore she didn't alert us to the small damp patch on the kitchen ceiling where the pipe upstairs had been dripping. I called British Gas about this, only to find out that she was 17 days beyond her warranty and they would not come to rectify it unless we pay. I fully understand the need for a cut off period on a warranty, but this issue had clearly been going on for more than 17 days and was a poor/faulty installation issue, rather than a boiler breakdown.”

Helpful Report

Posted 7 years ago

“Rang strong smell gas and burning from metre sending somebody out between 6pm 1am sat up all night still waiting rang back coming between 1pm 6pm shocking british gas”

Helpful Report

Posted 7 years ago

British Gas is rated 1.2 based on 3,209 reviews