British Gas Reviews

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

1.2 Rating 3,228 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

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Metrics

1.2

Based on 3,228 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Live Chat, Email

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

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

“Only 1 because I can't give a 0 rating. Been paying for a care package for years for our boiler. Our service was postponed due to other emergencies earlier this year yet when our boiler breaks down leaving us with no hot water or heating (effectively living in a fridge) we're refused an emergency call out because our daughter is over 1! She's 2... In any normal civilised world leaving a preschooler in a house for 36+ hours with no heating or hot water is scandalous. If BG we're our energy supplier...this would be different.. we could sign up and they'd come out because she's under 5!!! We still pay you money every month British Gas and this is what we get? I am beyond furious. Why is my child worth less than another's who's family get their energy from you?? Once this shambles is dealt with we will be going elsewhere and I will be telling all and sundry how you sort your priorities”

Helpful Report

Posted 7 years ago

“I have the unfortunate experience of dealing with the CEO customer complaints team, they are without doubt the most useless customer service team I have come across. unwilling to listen, seem to make up rules as they go along and contradict themselves constantly. would I use them? never ever again and would warn anyone off evening getting into a contract with them . glad to be finished and off back to EON”

Helpful Report

Posted 7 years ago

“Just got a bill from them, after 3months from switching suppliers, for £400 because they say "they underestimated our bill for a year"! How Convenient that they make that claim now. Is this an early termination fee for switching from their incompetence? Is it payback? stay Away from British Gas...that’s why we switched Suppliers! Such Incompetence!!!”

Helpful Report

Posted 7 years ago

“I can only describe British Gas as exceptionally poor! I was paying £35 a month for over a year which I was very happy with, suddenly it shot up to £125 a month, which is just ridiculous, I phoned the company to ask if there has been a mistake and there hadn’t been, I then told them I will be leaving as I can’t afford to pay that amount a month! I changed supplier and in the same month BG took another £119 out of my account plus paying my new supplier, I then phoned the company again asking about this, I was passed pillar to post speaking with lots of different people, some very patronising, rude staff! I was then told they will have to open this as a complaint, after them Promising me they would phone back and didn’t, I then phoned them again to be told I now owed them £192! I am now currently paying this off in installments! Absolutely shocking service, I feel like I have aged 10 years dealing with them and I warn any of you to avoid them!”

Helpful Report

Posted 7 years ago

“I am stuck with British Gas ! I had a refund in April as they said the company had made a mistake £224 reversed (electric) after huge discussion with representative,,, in July without any communication they added it back on to my bill. Same happened with my gas £300 deduction in April I was told due to a mistake of BG , it was added back on in July . I’m paying £86 a month for electric and £75 a month for gas ,,, there is only myself and husband in the property and we both work full time !! I called BG thinking smart metre must be sending the wrong info , I am told I can have it checked but will need to pay if no fault is found ,,, I don’t want to pay them any more money!!! I can’t leave them yet because in debit of £231.84 !! I just can’t see how I’ve used all of this energy!!”

Helpful Report

Posted 7 years ago

“We booked our annual service and it was put back 1 month due to all engineers being out on emergency call outs.... Our renewal documents come soon after and we realised that our next appointment would be after this years contract ends. I cannot get hold of any customer service, and am loathed to pay £409 for an annual check up when I can’t get hold of anyone let alone trying to in an emergency. I recommend anyone joining home care read the small print, and invest in your own local plumber....”

Helpful Report

Posted 7 years ago

“absolutely disgraceful customer service. can't keep appointments made over 24hrs earlier and expect you to take further time off work without recompense when it is their fault. don't buy this product. Sham!”

Helpful Report

Posted 7 years ago

“Spoke to a rude south African who basically told me I was free to leave if I wasn't happy. Shocking service.”

Helpful Report

Posted 7 years ago

“Nothing about British Gas makes me happy. Their service contract prices have increased massively and their service standards and response times have fallen rapidly. I cancelled my Homecare 4 contract when it reached almost £1.000 a year on top of a £100 call out charge for any heating problems. They are losing customers like water running down hill, that has to tell you something! It makes me wonder if BG is looking to get out of the retail market and concentrate it’s business on the Centrica wholesale supply of gas.”

Helpful Report

Posted 7 years ago

“We booked a plumber through British gas homecare for a timeslot between 12 and 6pm. My husband took the day off work but they never turned up. I rang them at 6pm and they told me that Dynorod had been delayed on another job but they would definitely come between 6 and 9 pm but they never arrived. They are a completecwaste of space.”

Helpful Report

Posted 7 years ago

“Awful unhelpful patronising about my circumstances wouldn't accept any thing I said including payment of 5 pound aweek asmy bill is 228 pounds mainly standing charges and vat kept telling me my bill would go to debt agent icant afford to have had on my usage for 3 months was 9 pound by the end of conversation with the so called priority line I was reduced to years with the stress of it all I am 64 years old . I was told the 317 pound amonth I get ishould be to manage I've been with British gas since 1974 and totally let down”

Helpful Report

Posted 7 years ago

“Smart meter installer damaged my boiler beyond repeir 7 days ego and left 4 of us ( 2 small kids) without hot water and heating. Our complaint is being shifted from one manager to another, without any solution. That's the way how BRITISH GAS repays 19 years of loyalty.”

Helpful Report

Posted 7 years ago

“Terrible company!!!!!!!!!! Avoid!!!!!!!!!!!!!!!!!!!!!!!! They owe me £500 since 24.08. Now we have 15.10, and I dont have my money back!!!! Rude people on the phone!!!!!!!”

Helpful Report

Posted 7 years ago

“Terrible company!!!!!!!!!! Avoid!!!!!!!!!!!!!!!!!!!!!!!! They owe me £500 since 24.08. Now we have 15.10, and I dont have my money back!!!! Rude people on the phone!!!!!!!”

Helpful Report

Posted 7 years ago

“Twice they haven’t turned up for a 12-6 slot that I’ve taken time off for. And frankly I don’t believe the excuses. Homecare is going to be cancelled if this happens again.”

Helpful Report

Posted 7 years ago

“TOTAL JUNK ,YOUR NEW VOICE SMART TOP UP DOES NOT WORK PROPERLY WHAT A WASTE OF TIME SMART TOP UP ? NOTHING SMART ABOUT BRITISH GAS,IM CHANGING SUPPLIER”

Helpful Report

Posted 7 years ago

“AVOID. We had full homecare contract- boiler/plumbing/drains/electrical- costing over £800/ year - but have cancelled after a litany of problems and failed appointments. It is very hard to get through and you are passed from pillar to post. They don't have the number of electricians needed to offer that service. Engineers fail to turn up/ fail to attend with the right parts and then never come back. We had 5 failed appointments and are now getting a local electrician. Even the core boiler service is pretty useless. If there is a problem in winter- they say they are so busy that can't come urgently unless you are very old and frail or have a baby. Honestly cheaper and better to get local plumber/ boiler company/ electrician”

Helpful Report

Posted 7 years ago

“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

British Gas is rated 1.2 based on 3,228 reviews