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

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

“I called British Gas and was cut off half way through the conversation. Wish I had read the reviews before having a new boiler fitted, waste of money, had four hours of misery while it was being fitted. Engineer didn’t know how to connect me to Hive which they had fitted and when I rang British Gas the next day (because we had no heating) I was told to ring the engineer myself, what a joke, supposed to have a five year guarantee. I had to get an independent person to connect me to Hive just to get the heating/water working. Mess they left was unbelievable, I could go on but it looks like it’s the norm for British Gas after reading some reviews. Don’t touch them with a barge pole, they can talk the talk while selling to you but once they have your money they don’t walk the walk.”

Helpful Report

Posted 4 years ago

“Absolutely shocking. Don't bother & pay extra on your buildings insurance. Phoned them on Tuesday14th Dec 2021 An engineer was booked for the following Tuesday, however since then my kitchen ceiling is leaking, i have no Heating or water So i called them on 3 occasions and for some reason each call was ended half way through conversation, until i phoned again and asked for their name. An engineer was booked for this morning Sat 18th, i contacted them just to be sure they were attending because i was advised by a friend that they don't turn up. The customer services representative informed me the appointment wasn't booked in, but someone will come this afternoon. I have just received a phone call from the same advisor that the engineer cannot come today. I am disabled and cannot get out the house and I'm sitting here cold with no hot water and a damaged kitchen ceiling. And i cannot use the light switch.”

British Gas 1 star review on 18th December 2021

Helpful Report

Posted 4 years ago

“I would Give 0 star if I could! This company is absolutely dreadful! do not use them. They take as much money from you as possible, and they do not care. Customer service is awful (you get spoken to like a 2 year old) and when you have a concern they are just bothered about taking a payment from you.”

Helpful Report

Posted 4 years ago

“Was transferred from the People’s energy company about six months ago and British Gas have been absolutely useless and the website is terrible I have a credit of £238 from the People’s energy company which has yet to materialise into my account This makes me very suspicious and question where that money has gone?”

Helpful Report

Posted 4 years ago

“as much use as a chocolate fireguard,3 appointments made to fix a faulty meter,all 3 occasions the engineer failed to show up,this is after dozens of phone calls being kept on hold for up to 1.5 hours shambolic from start to finish,problem still not fixed. this lot could not run a tap and clearly dont give a sh*t about their customers”

Helpful Report

Posted 4 years ago

“The worst service i have ever had in my lifetime, as someone said previously I had to give a 1 star as zero stars is not an option. Do not take out a policy with these people. The last 2 years have been terrible despite me being with british gas and homecare for 20 years. several late notice cancelled appointments, taking time off work, staying in all day and nobody turning up. They do not care about the customer.”

Helpful Report

Posted 4 years ago

“call a local engineer if you have trouble, BG will take days to arrive from point of call, i will call a local company and keep a receipt of repairs and send it to BG. not once during the call did they ask about persons in the house if they had any ailment, were there any young, was any elderly in the property. if a boiler is down is it not clear no heating or hot water is available. BG doesnt care, questions are all just covid related now once you pass the security questions.....”

Helpful Report

Posted 4 years ago

“Had appt booked for 3weeks in advance .Day before APPT BG rang to say they were moving it on a week to which I went berserk!! They agreed to keep to original appt time and when engineer arrived (a contracted private engineer not working for BG)he was so inexperienced( his words not mine)he couldnt deal with it and referred us back to BG.! So sick of BG now .This isnt a service with peace of mind anymore.When contract is due for renewal I'm going with another company who can get their engineers out within a couple of days and get excellent reviews. BG is a sinking ship in my opinion.!”

Helpful Report

Posted 4 years ago

“We have had a British Gas boiler care contract for many years but yesterday, 14 December, when we needed an engineer as we had no hot water or heating, we were told the first available appointment was 4 January. We are both elderly so it is ridiculous to expect us to go that length of time without heating and hot water in the middle of winter. We have been forced to find a private engineer at a high cost. Absolutely disgusted with their service.”

Helpful Report

Posted 4 years ago

“At 4.30am we realised that water was coming through the loft hatch, we called British Gas who finally attended our home at 12 noon (some 24 hour emergency service that is!) He informed us that the contractor that British Gas sent to our home 2 months ago completely bodged the job of replacing the safety release valve on our boiler. He clearly could not get it in properly so wedged it in place with a piece of sawn off pipe, image below. This was an accident waiting to happen, all confirmed by a British Gas own engineer. Because of his incompetence I have a ruined carpet and water damage to 4 rooms. Despite two calls to your team requesting help (including an electrical safety check) no one has fulfilled the promised call back. I am simply aghast at this disgraceful attitude, I am sure that British Gas would love for my insurance company to pick up the bill for the damage and for I to pay through the nose for years afterwards for daring to claim. This is completely down to you so do the right thing and contact us, a “please message us” standard response is unacceptable, do the right thing otherwise I will see you in court!”

Helpful Report

Posted 4 years ago

“Visit been booked for a month to repair gas cooker. 1 hour after estimated time today had a phone call cancelling due to emergencies taking priority. Can't re arrange until February. I am now left trying to find someone else to repair with less than 2 weeks to Christmas. I hope you will enjoy your Christmas Dinner as I doubt we will be having one. I will be cancelling my home care plan as I have given you the benefit of the doubt too many times now. Enough is enough”

Helpful Report

Posted 4 years ago

“First our annual boiler service was cancelled on the day it was due to be carried out and a new appointment made over three weeks later which was kept. A problem with the boiler which was due to be fixed as part of the annual service did not resolve the problem. Arranged foe a service call. given a date over three weeks away. On day of appointment contacted by British Gas who cancelled the appointment and made another one, yet again over tree weeks away. On day of second appointment British Gas again cancelled and made another appointment almost 4 weeks away. When my Service contract expires I will not be renewing with British Gas as they seem incapable of keeping an appointment. In my experience very poor customer service.”

Helpful Report

Posted 4 years ago

“A bg engineer capped our gas fire saying the flu in the loft was damaged nearly 3 years after a very expensive repair we found this was nothing to do with the fire at all I want thay money back & all they say is it was right at the time how can this be right as they are in the wrong & the complaints manager James Hardwick refeued to talk to me”

Helpful Report

Posted 4 years ago

“Very rude staff on the phone didn't care at all when I had a gas leak”

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Posted 4 years ago

“British gas should not be allowed to trade very bad service should be prosecuted for breach of contract”

Helpful Report

Posted 4 years ago

“british gas owe me £132.32 refund from leaving them for another supplier I have been in constant contact with them for 3 months now and keep getting the same response saying you should receive a cheque in 7 to 10 days, i raised an official complaint and received a call from the complaints department promising me that a cheque was raised there and then and i will receive it asap that was 30 days ago. i contacted them again to day and was told i will receive a cheque in 7 to 10 days. THEY WILL NOT PAY BACK ANY MONEY OWED TO CUSTOMERS. And customer services and complaints agents are well trained in fobbing customers off with lie after lie. why is a company like British Gas being allowed to to this”

Helpful Report

Posted 4 years ago

“Do not and I mean do not get any service from this company no electricity no gas don’t even touch any paperwork they send. The worse company I have ever delt with you buy at your own Risk”

Helpful Report

Posted 4 years ago

“Joke of a company. They have put false missed payments on my credit report and are now saying that they can’t remove them. Calling them takes you a full day and their customer service team are absolutely useless. Go with a different company. I now have missed payments on my credit report and it has stopped me from getting a mortgage when I have never missed a payment in my life”

Helpful Report

Posted 4 years ago

“They cut me off with no warning when I had paid - they said tech issue. They said it would be 2 months for an engineer to come and fix the problem! Was on live chat for a total of 5 hours when they said they were resolving things - they didn't do anything. Phone numbers on the British Gas website are defunct and complaint email bounced back. NEVER USE THEM. I changed providers. I would give zero stars if I could.”

Helpful Report

Posted 4 years ago

“i'm still paying for the electricity of a flat i left 5months ago. I sent emails containing all my datas, tried to call them and waited 30minutes, sent complaints and had no answer.. I heard they could not yet do anything, I had to call back later...”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,208 reviews