British Gas Reviews

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

1.2 Rating 3,206 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,206 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 10th October 2025

104

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

“Sold me an EV contract but can't fulfill so, in breach of contract and now charging me in excess of cap, due to their total incompetence. Smart meter reads only one rate, yet EV rate is peak and off-peak. No communication from them as to how the issue is to be resolved, yet they keep sending me huge bills.”

Helpful Report

Posted 2 years ago

“I called in when I was about to renew my Home Service. If as a loyalty customer and they gave me discount.”

Helpful Report

Posted 2 years ago

“I had to go to ombudsman because of bad customer service. I refuse to pay towards their 900 percent evil profit's. Im an OAP and will pay what I can afford Only,im living in one Room currently to save on energy , haven't put on my has central heating and won't, now I hear therye putting up prices by 5 percent in January 2024, someone needs to stop them, never in my life have I heard About so much greed from one company ,there is no excuse now as interest rates have fallen. How the individual's responsible for this evil can look in the mirror, no one only rich people can afford their price's unbelievable”

Helpful Report

Posted 2 years ago

“Hi.. I've been without heating and hot water for 5 days with 8 children in house and one is a cancer patient... I had waited patiently for a engineer to attend today.. I got a text at 8am saying engineer will attend at 8:34 so I got up and ready at 8:30 I went to toilet for 1 minute and came back to front door and the engineer posted a card saying sorry visited at 8:30am you were not in... I waited for hours and days... couldn't the engineer wait a few minutes. But I was at my door for 8:31 ... it was still few minutes b4 he arrives left... and I got onto phone straight away and every time I tryed to chat to someone on option 2 it just kept cutting me off... then I went on text chat and they couldn't do anything either... its been a hour and still not got through to anyone... really disappointed and will recommend to all family and friends and customers at my spar shop to re think about getting British gas cover ... I'm not worried abt myself it my 8 children in the house!!!”

Helpful Report

Posted 2 years ago

“Bunch of useless C__ts. Nice and concise for you. Can't understand basic English or common sense. Phone calls, letter, email or online chat. None seem to resolve issues. USELESS COMPANY.”

Helpful Report

Posted 2 years ago

“In March this year we called out B G as we had a problem with our heating and hot water and this was covered under our service contract. First engineer came and confirmed we had a problem but couldn't fix it but arranged for an appoint with a colleague who could. Second engineer came and found the problem and said we had a blocked water pipe and would have to drain the system to fix it. Tried to drain but said the tap on the drainage system was stuck and could not be opened. Told him there were other drainage points which strangely enough were also stuck. He saw we had a wood burning stove and said he was not "HETAS" certified so was not allowed to work on the system and had to cancel the service contract and but a do not use sticker on the boiler and left. Here we were in March with frost in the North Pennines, 80 next year former Cancer sufferer and wife with no heating or hot water. Our local plumber was able to drain the system and checked all drainage points and all worked perfectly. Problem fixed at a cost of £300.00 which should have been fixed under a contract we paid for. Since then we have been contacted by BG a number of times and a previous review in September was responded to by Kam who was sorry to hear and said if I contacted them on Facebook or Twitter or pop then a DM with Trustpilot they will do their best to help. I am 80 and have no idea what the duce they are talking about? Are they going to refund my £300. Do they seriously think we have gone all this time with no heating or hot water. Since September they have contacted us again pestering us to rejoin their service scheme. That is fine if they think I can just throw money at them and when I have a problem cancel the cover due to our having a woodburner. Please leave us alone.”

Helpful Report

Posted 2 years ago

“No show for appointment and boiler working perfectly until service..shocking..stress stress stress. Marine veteran 25 years service respect to all treated like a muppet.no heating or water after so called appointments cancelled at last minute as engineer too much to do on his schedule..come on stop making excuses and step up .. provide the service we all pay you for British gas...I served you and your family..”

Helpful Report

Posted 2 years ago

“This company is the worst energy supplier in the U.K. they just don’t care about the service they provide.. 4 sets of smart meters in 4 months and still the problem not resolved… In the end I’ve found it easier to change suppliers…do not use British Gas at any cost!!!”

Helpful Report

Posted 2 years ago

“What a surprise another 5 percent increase for winter, Don't you make enough profits, robbing the poor to get richer. Soon as I move house in a few weeks I will be leaving”

Helpful Report

Posted 2 years ago

“Absolutely rubbish app and customer service yet they made almost £970 million profit in the first 6 months of the year - a rise of 900% on the same period in the previous year. I am so appalled by then that I’m desperate to leave but can it find out my end of contract date or whether there will be an exit fee because that’s not been updated on the new app. I went on their chat today and was 494th in the queue - for chat! I don’t want online chat. I’m a human being and I’d like to speak to a human being. I was given a phone number to call which isn’t on their app yet. When I called it they said that they were so busy there would be a long wait and they were prioritising those without gas supply or their vulnerable customers so anyone else please ring off. I would suggest to them that they use some of their obscene amount if profit to employ more staff and set up some more telephone lines.”

Helpful Report

Posted 2 years ago

“Hi , I called several times on the customer services num,ber as 03332029386 in regards with installation of new meter on site, gave MPN no etc and address as she was unable to understand and take the inquiry or find any resolution while she was from overseas. I requested that if she can pass to another colleague based in UK who can better handle my inquiry as its now my 4th Call to you guys and I am not reached to the points where matter could be resolved. She responded as you are discriminating saying want to talk to someone in UK.I said this is not the case but as I keep repeating information and you are not taking it serious,there is lots of unacceptable noise in your background and on the top understanding is not great. All i want service not arguments but she continued with her version.”

Helpful Report

Posted 2 years ago

“I have been recieving an extream bad service from their support as well as their complaint departnment. they were unsupportive and they always hang the call everytime i call them”

Helpful Report

Posted 2 years ago

“Don’t waste your time. Try another supplier wherever possible.”

Helpful Report

Posted 2 years ago

“This company is an absolute joke, trying to resolve a complaint is near impossible, spent 6 hours on the phone to them over the last 6 weeks, just been onto then again and they hang up on me, absolutely furious”

Helpful Report

Posted 2 years ago

“Paid bills in September and October now I have another bill which covers the time frame of August until November now waiting on the phone to speak to someone british gas rip people off and need exposing”

Helpful Report

Posted 2 years ago

“I cannot count how many occasions I have contacted them, hours of my life for appalling service. No follow up or actions taken. Extremely unhelpful. I waited at home all day for an appointment but the engineer never showed up, I was not notified of a cancellation and waiting until 6pm when I should have been in the office at work. I also waited at home for a phone call booked weeks in advance because that was their only available time to call me and I would need to provide meter readings. They never called me. This was after them refusing to send anybody out to check our incorrect meters for 3 months of me asking. The readings were saying £800 for our energy bills in one month (when we were on holiday), they still refused to send an engineer and insisted it was correct. The woman was rude on the phone (one of the million times that I called). They then threatened me with debt collectors after one British Gas consultant advised me to cancel my direct debit. When they eventually came out to look at the smart meter they agreed it was faulty so changed it. Then the monitor they installed at the time did not work and wasnt showing readings for gas. They did not install a carbon monoxide alarm as was promised (I believe this is a legal requirement and I asked specifically for the man to do it). I have asked for an email to confirm my complaint but did not receive one (on three occasions). Absolutely the worst service I have ever experienced, cannot stress enough how terrible both their customer service and processes are.”

Helpful Report

Posted 2 years ago

“Diabolical customer service, who fail to listen and fully understand your complaint. Make wrongful assumptions and hide behind policy for policies sake. Appalled by how a long serving customer has been left with damage to my property that they claim to have repaired when they haven’t, have failed to listen to the fact that they haven’t completed the necessary repairs to the property. Have left us with a leaking toilet and holes in ceiling and bathroom while my partner is recovering from cancer. Avoid this company at all costs, they fail to complete repairs, because they are Ill equipped with poorly trained staff, who keep telling me they can’t complete a repair, but when pushed they suddenly can. I’ve been paying for a service that is not fit for purpose as they cannot make good on faults when it comes to plumbing, and keep telling me all the reasons why they can’t do such and such, displaying poor and negative attitudes, refusing to escalate when requested and constantly stone walling in the hope you will just go away, 4 months in still no resolve, and I am not going to go away quietly. If you have this service in place, cancel it now, there are way better companies out there, who believe in assisting their customers when they are in need, rather than looking for every excuse not to fulfil the contract you have with them.”

Helpful Report

Posted 2 years ago

“Useless! I have been trying to change our electric to a pay monthly account to match our gas for months! They keep saying they need to migrate our account and can only do this Monday-Friday. When I call in the week they pass me from team to team for over an hour and never actually migrate the account. I've tried all forms of modern communication at this point, I might send a carrier pigeon next!!”

Helpful Report

Posted 2 years ago

“I concur with every bad review on here about poor customer service. Over 30 yrs as a customer of BG Home Care which has gone completely downhill. Very difficult to speak to a human being, I abhor the automated phone lines, and will not use a chat bot service. Multiple engineers out to fix a growing list of problems with central heating and hot water. Two more faults caused by the engineers themselves. No one has an oversight of the problems, happy to pass it on to the next engineer that has to come out. Very dissatisfied customer here.”

Helpful Report

Posted 2 years ago

“I keep getting wrong bills all seem to be made up, Bills are getting silly now they say i owr almost £2,000, I used to belong to ebico and never had any trouble was with them for yrs . They left and i was put with bg, I like to pay quarterly but since being with them am having this problem. It feels like they are just guessing an amount”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,206 reviews