British Gas Reviews

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

1.2 Rating 3,125 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,125 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 18%
Accurate And Undamaged Orders	Greater than 80%
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 1st May 2025

British Gas 1 star review on 2nd December 2024

Richard Parsons

102

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

“They owe me over £800 since I moved to Octopus...it has been months and I still have not had what they owe me. Outrageous”

Helpful Report

Posted 1 year ago

“How Long does it take to transfer all your old data to new app, it's absolutely disgusting been 2 weeks and still does not gas usage, you use to have budget thats gone. Your standing charges are more than any other company, please think of the customers your lining your own pockets.”

Helpful Report

Posted 1 year ago

“Terrible customer service, didn't even understand what I was asking. Website gone awful as well. No way of seeing how much in credit you are. Need to sort their act out or I'm off!”

Helpful Report

Posted 1 year ago

“British Gas has made what should be a routine billing procedure into a number-crunching hell hamstrung by a labyrinth of inconsistent bills and unresolved technical difficulties. We switched to a direct deposit some months ago to keep from getting wildly varied bills every three months. Everything was going smoothly until two of our flatmates decided to move out, so I asked for a refund on our credit to pay them back for energy they wouldn't end up using. The reps confirmed we could do that until our Electricity Meter inexplicably stopped sending data and said we used more electricity in six weeks in the middle of summer than we did throughout the entire winter! During that period our flat was nearly empty, and we have not high-power appliances running. Not only did we get with a MASSIVE bill, but they said they can't do anything about it until the meter is fixed. That was two months ago and we are still waiting for them to send an engineer despite our issue being made "priorty." This word has lost all of its meaning. Avoid this company at all costs. They are more than happy to allow customer problems go unresolved so long as it makes them more money.”

Helpful Report

Posted 1 year ago

“British Gas should have the word "British" striped from their trading name, because Companies House state that any company which uses the word "British" in its name must prove they are "pre-eminent in their field....." Eminent is defined as having: "high status and importance owing to marked superiority" (over its competitors)..... The rubbish which comes out of BG employees' mouths, along with the false promises, and the ridiculous suggestion to remedy issues via facebook and instagram tells you all you need to know about British Gas and its obvious demise, it is simply a company unable to cope with even the most basic client transaction! In June of this year I applied for a EV Tariff, which was accepted, and the change scheduled. A date in August was also scheduled for the necessary smart meter installation. The date arrived, but the fitter did not show at the allotted time. When I called British Gas I was told that "the fitter is probably just delayed - so please hold tight", However no one arrived! The following day I called British Gas to be told I was no longer eligible for a smart meter and I had been put back on a variable tariff.......???!!! After a heated conversation, I was able to make another request for an EV tariff, which was accepted, and a date for installing the smart meter was scheduled for Monday 13th November between 08:00/12:00. However, 2 days later I received a letter from British Gas, "Thanking me for my change from a Variable Tariff, to a Variable Tariff.......!!?" Two and a half hours were spent on the phone with British Gas, with many consultants who seemed to know nothing about the products being sold, nor apparently how to use the phone system they use (as I was cut off at least 6 times, and on one occasion, was passed back to my own number, as I found myself listening to my own answer phone!) I was then told I could be put onto a list of customers who are "interested in having a smart meter and an EV tariff, and someone would call me, probably next year"...... When I objected to this suggestion, I was given numerous reasons why my request was problematic, some included: Smart Meters are made in Russia and the UK government's embargo forbids us purchasing them, Too many people want Smart Meters, and There isn't enough electricity to supply cars at night. When I just tried to point that because I had scheduled everything in June, but British Gas had cancelled the arrangements (twice), it was unfair that I now found myself at the end of the queue. Incredibly, the British Gas employee sniggered out loud, and when I called her out, and asked to speak to a manager, she hung up............ Have we really reached the point, when its considered Okay for British Gas staff to laugh at the difficulties of their clients, and 'cancel them' by hanging up on difficult calls?? The I wrote an online review, and within a couple of days, miraculously British Gas moved me back onto an EV tariff, and booked (for the third time) an engineer to install a smart meter - this was all confirmed at at 13:38 today....... But alas, the elation didnt last long, because at 19:15 on the same day, British Gas sent me another email, to inform me that i'm back on the Variable Tariff...... You honestly couldn't make it up!”

Helpful Report

Posted 1 year ago

“If I could give no stars I would! As a new customer that's moved into a rental property... British gas have set me up on a Variable tariff. I have contacted them countless times to get an account number (which you cannot ring up to talk to them unless you have an account number to get passed the automated service), used live chat twice (told me to email them), I emailed them and the guy via email tells me to use live chat. It is literally like chasing your tail! Not one person at British Gas has a clue on a simple job! On top of that I cannot switch providers until I have spoken to someone at British Gas! Fuming!”

Helpful Report

Posted 1 year ago

“I have recently been trying to pay my gas bill. British gas have removed the bank giro slip from their bills. Other than phone or internet which i will not use due to a recent scam interaction, I have no way to pay my bill. I rang two days ago the person said they would send a text, They didn't. I rang today the person said they would ring back with details of alternatives, They didn't.”

Helpful Report

Posted 1 year ago

“"Avoid British gas at all cost" They didn't bring bill for almost 11 months when they finally brought it it was almost £2000 for just gas. Prior to this I spoke to multiple staff to figure out if I was In debt they said no. Boom almost 2000£ debt. The staff are not well trained they seem very clueless on what is going on with my account. I decided to pay this debt on monthly direct debit which was set up by a member of thier staff, they said the debt was going to my credit score if I didn't pay before 1 year, I agreed to pay within 1 year. 2 months went by no money was taken from the direct debit, I contacted them again they said the debt was going to my credit score regardless of how I pay because I moved to another supplier which I was never told. I called them more than 10 times for them to please take the monthly agreed payment it was to no avail. It took months and staying on the line for multiple hours before this could be fixed. Then I moved my gas to another company by June 2023 they blocked it I called British gas to ask why I can't move they said they have rectified it I called the other company they said it is still blocked this is October 2023 I am still struggling with British gas on phone just to be able to move. I am writing this review with a very sad heart because this company has caused me so much mental, emotional and physical stress and trauma that I still haven't gotten out of. I am still in shock how clueless the staffs are. If I could change the hand of clock I would never go close to a company like this. Such a nightmare.”

Helpful Report

Posted 1 year ago

“The new app is not good. It's taking too long for things being transferred from The old system. I know full well these is an amount missing from my balance. You can't get through so you have to chat. I think they should go back too the old system. Much better.”

Helpful Report

Posted 1 year ago

“customer Service at British Gas is non-existent. The website is utterly useless. I'm trying to book a boiler service and the so called' booking code' I've been given isn't recognised. i've been a BG customer for 40 years and this is the worst i have encountered. nobody listens. Apologies don't cut it. i am paying exorbitant charges for a sub-standard service. just stay way from this useless company”

Helpful Report

Posted 1 year ago

“There should be NO STARS. British Gas has APPALLING customer service. I received a FINAL BILL with the wrong meter reading. I called British Gas and gave them the correct meter reading and they sent me the amended bill which I PAID. Since then, the nightmare started. BG sent me again final bills changing the amount every time I called to say I have already paid. This has been going on for the last 2 months and it has still not been sorted yet. Every time I call them, which is every other day, they put me through various people (6-7 at a time) and they still cannot sort the problem on their side - as I have already paid the final bill. It takes me at least 1hr and 30mins - AT MINIMUM - to speak to someone who says they will reconcile the account. My recommendation to anyone taking the time to read my review is STAY AWAY FROM BRITISH GAS! FOREVER! EVEN IF THEY SUPPY FOR FREE! JUST STAY AWAY”

Helpful Report

Posted 1 year ago

“British Gas Customer Service is absolutely shocking! You are waiting forever to get through to speak to a REAL person at BG & to top it off they play the most hideous loud torturous music down the phone, I swear they do it so you will hang up because you cannot take another second of it, and then after waiting forever! you then end up talking to someone in India! now dont get me wrong I do not care what country a person is from as long as they speak clearly & concisely & get the problem sorted out so please BS employ people who speak CLEAR English & who takes a breather in between every word, as they speak so very fast that it makes the call interaction at times unbearable, then after trying to understand best you can what they are saying they then start messing around having you wait for ages! And I can hear chattering and laughing in the background & I'm waiting on hold for eternity! It is as if they are doing it on purpose as if they are getting paid the longer they keep you on the phone for! And I was shouting down the phone hello, hello & stil i can hear chattering & laughing & and then they do this a couple of times, by coming on saying they are just sorting something out? What? God knows? Then next thing the horrendous loud fast music starts! by then you feel it is mental torture! You feel utterly stressed out, like you want to scream or cry and then next thing the phone goes dead!!!! And this has happened several times over several days all because you need to ringin BG to get any problems sorted out... The different customer service people I spoke to seem to do not seem to fully understand your problem and the language barrier was so agonising no disrespect because they are obviously trying their best, but it is counter productive & not helpful at all & they did not seem very knowledgeable either & the waiting times & horrific music is just abysmal & then being passed around from pillar to post & then having your call dropped & a myriad of other issues makes British Gas Customer Service so utterly utterpy unbearable & is like mental torture!... I did in the end get somewhere after days of trying & wasting hours & being put through torture, not properly sorted out, but somewhere hopefully on the way to getting fully sorted & that is when I tried again, having to go through the same agonising rigmoarole all over again but thankfully this person in India or South Africa because he sounded like it was a South African accent did speak clear and spoke more slowly & took his time & was very helpful which I told him i was very appreciative & grateful so hopefully i will get this matter fully resolved because dealing with BG Customer Service today is of Low standard & is a mentally torturous nightmare!...So much so that I want to find another company that has a high standard Customer Services & short waiting times with nice relaxing music that isnt too loud because how the elderly have to deal with this must be horrendous for them, I feel so sorry for the elderly today I really do, no one seems to care about those that cannot deal with the madness today.... Progress? Some things maybe but sometimes the old system can work much better... I remember the days in the 1980s when Customer service in Britain was the BEST in the world sadly it has drastically declined and has become a nightmare for a lot of people who tell me the same thing. BRITISH GAS SORT YOUR CUSTOMER SERVICE OUT & BRING IT BACK UP TO HIGH STANDARDS INSTEAD OF GETTING CHEAP LABOUR YOU MAKE ENOUGH PROFITS!”

Helpful Report

Posted 1 year ago

“I am krishanthi Happawana Withanage Don. I have a great conversation with Ms Sethu who is a customer care assistant about half and hour 😀. Yes absolutely great experience. She sorted out everything that I had to face all problems related to energy since my new arrival to my n home. Great service. 👍 I recommend British gas without any hesitate.”

Helpful Report

Posted 1 year ago

“Fake reviews on trust pilot do not fall for these guys keep away”

Helpful Report

Posted 1 year ago

“Appalling. Forget Customer Complaintsin South Africa. It is like maffie and no concern to resolve problems. Avoid at all costs/”

Helpful Report

Posted 1 year ago

“This should be NO STARS. The app is terrible, and has been this way since I joined the smart meter brigade. When trying to top up my meter it jumps about goes off and back on then jumps around some more. I have had money taken from my bank account but not gone on meter, had to chase them up about it. Customer service need to have lessons how to talk to people. A few weeks ago I went away for 10 days with £13 on meter which should have been enough for charges and fridge and freezer I topped up after being away for 8 days. When i returned home NO ELECTRIC food in fridge and freezer completely defrosted and ruined, emergency did not trip in as I hadn't " signed up" for it. I thought that it would be done automatically. Today I cannot top up online as the system is down AGAIN. Also not including the charges how am I using £4 a day for just the fridge and freezer and tv. With occasional airfryer????????????????”

Helpful Report

Posted 1 year ago

“Nothing has gone right let alone wrong British Gas are bang out of order they have left my mum who has copd arthritis anxiety in a right mess they agreed to only take £4.70 a week for her bill to be paid but every time she tops up £10 they take £5 if she puts £20 they take £10 the Gas meter has had in total this month from the 20th to 30th september 2023 £55 and she has been left with £8 out of £55 which is ridiculous when she phones them she gets an argumentative twat they wont let her move companies until its paid off i would not recommend this company they are robbing vulnerable customers and their pathetic excuses are “the meter must be faulty” not to mention that every shop my mum has been to that do payzone which is only how she can top up her meters they all have refused british gas on the grounds of them being robbed by them”

Helpful Report

Posted 1 year ago

“The worst ever customer service with British Gas, so left to join another supplier!! Trying to get my final bill paid, they continue to try to overcharge me by 100 pound even though a operator has explained this is wrong!!! Do await paper bill she said she would send, today received email with original amount 100 more and threat of debt agency if I don’t pay ? Submitted second complaint ? Awful way in which to treat customers ?”

Helpful Report

Posted 1 year ago

“I had to give 1 star to write a review. APPALING ! DISGRACEFUL! Customer service is absolutely APPALLING! British Gas made it their mission to be the worst in the business. Trying to speak to someone about a bill takes about 1h 30mins at MINIMUM per day and bear in mind, you need to call days on end to sort it out! Once you do manage to speak to someone, don't expect any help or solutions to your problems. It's as if they're reading from a script and have no ability to think. They show no empathy or understanding of your situation and seem more interested in passing the buck than actually resolving the issue.”

Helpful Report

Posted 1 year ago

“The app and web site is totally ridiculous, you can not access anything to do with your payment details, only what they want you to see. I found out by phoning I had £350 credit, and I asked for it back, and got it back. After many years of being with British gas, it is looking like time to go. I have complaned for over a year, spoken to that many people on live chat and phone, I am immensely confused. I ask once again, why! can we not see our payment details and tariff details on the app, or web site why ?”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,125 reviews