British Gas Reviews

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

1.2 Rating 3,226 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,226 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 7%
Accurate And Undamaged Orders	Greater than 79%
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

“Moved in to a property on 22/08/23. It was supplied by British Gas. I called up to register the account under my name, get the meters zeroed and get gas and electric cards so I could top up. I also needed the gas meter to be on my name and zeroed or in credit before the housing association would uncap the gas meter. I had the engineer booked for the 25/08/23 to uncap the meter. I waited for 5 hours in a queue to be spoken to. The first call got dropped within 3 minutes to my horror. I call back up and wait a further 1.5 hours at which point a get someone that actually got things going. The electric meter zeroed instantly. The gas meter I was told that it would be done in 3 hours. They also told me that I could get the gas card from the shop and I could top up the electric online. I went to the shop to get the card I waited 4 hours, I then follow the directions given to me to pair the card and then wonder off to the shop and put £20 on the card. I come home stick the card in to be greeted by an outstanding balance of +£40 of debt from the previous tenant! I now had to wait until the next day as the call centre was shut and I definitely didn't want to wait in a queue again. I couldn't get the meter zeroed in time for the gas engineer 2 visit over next 5 days. In this time I switched to Octopus Energy as I knew that I could trust them. I knew my switch date was 4/09/23 so I booked the Gas engineer to uncap my gas meter for 6/09/23. I contacted British Gas to tell them I was switching they advised me to top up as the funds would be transferred to my new supplier so I stupidly top up another £20 on gas and £20 on electricity. So when I switched over Octopus Energy, they highlighted that British Gas had told them that I had used gas and they knew from the previous calls that I had with them that it was capped as I had already explained about the capped meter issue and gas safety certificate. When I saw my final bill I knew that British Gas was robbing me. I got the electric bill and it only showed 1 £20 top up. I rang up they refunded straight away. I then got the gas bill. I had topped up £40 in total they were telling me that I had used gas. I left British Gas on 4/9/23!!!! My gas meter was upcapped by my housing association engineer on the 6/09/23, who took photos for insurance purposes. So there could have been no usage. They refunded £20 straight away and argued about the rest of it. Every time I call in they try and tell me that they know I have not used gas but the standing charge for 13 days is £20!!!! PLEASE LOOK ELSEWHERE THESE GUYS ARE OUT TO ROB YOU! They hold on to your money when they owe it to you, gaining interest on it. But if you owe them money they charge you interest. They take advantage of simple people like myself confusing them on the telephone to suit their agenda. Just remember British Gas puts the SHARE HOLDERS 1ST, MANAGERS 2ND, FRIENDS AND FAMILY IN MADE UP JOBS 3RD, THIRD PARTIES THAT SUPPLY PARTS, MATERIALS, SERVICES AND OTHER STUFF 4TH, customers 5th and their staff 6th. 20 years ago you could trust British Gas but now I wouldn't even recommend them to my worst enemy! Still waiting for my refund.... 9/11/23.”

Helpful Report

Posted 2 years ago

“AVOID. Would give zero stars if possible. Customer service is dreadful, you go around in circles in chat - the advisors don't understand what you are saying, they are obviously running off a script that doesn't work. The promise you they can do things, but do not deliver. Have spoken to 4 agents in 2 weeks and they have not sorted anything. Can't get through to anyone on the phone.”

Helpful Report

Posted 2 years ago

“Avoid unless you want your boiler broken after a service and 4 subsequent visits to leave you with no hot water or central heating in winter. This happened to us with british gas in 2016 2018 and 20w3. If you're brave enough to complain before the frost bite sets in then be prepared to wait their suggested 8 weeks whilst they read your catalogue of complaints. Incompetent scam artists who once they have broken your boiler will be good enough to quote for a new one which will be at least £600 more than any other company. Avoid at all costs.”

Helpful Report

Posted 2 years ago

“How anyone could work there is beyond me. What an awful way to conduct business. The online tools to chat to someone are ridiculous you just go round on circles. I am trying to help elderly who don’t have an online account and it’s soul destroying the way they don’t caret for this. They should be ashame!”

Helpful Report

Posted 2 years ago

“Three years on since we moved into a new house; I have one case with the Ombudsman and another about to be lodged; British Gas seem to just ignore any escalation request by the Ombudsman; it leaves any consumer helpless. Avoid, avoid, avoid; I don't think they have a single employee that knows what they are doing (or perhaps they are still sitting at home watching Netflix three years after the pandemic????)”

Helpful Report

Posted 2 years ago

“Never turned up for apointment, i complained as they stated if i didnt keep apointment they would charge 30 pound cant wait to leave this company”

Helpful Report

Posted 2 years ago

“British Gas caused a gas leak by attempting to remove the incorrect meter at my property, when we realised what he was doing he bodged the gas pipe back on, we smelt gas days later and cadent come out, they had reused an old corroded washer! They continue to get our bills incorrect charging for a meter not in use 4 times they have missed appointments and not turned up no phone call or reasoning given. Once I have the outcome from the financial ombudsman we are leaving them”

Helpful Report

Posted 2 years ago

“The have lost over £1,500 of the money which was in my account. Said they had sent cheque given 3 different dates. Had phone disconnected by agent when I called to try to recover this money as I cannot now pay future bills. My father who lives with me has brain damage part of this money is his and from a charity. Very worried now about paying my bill as BG have my money.”

Helpful Report

Posted 2 years ago

“Horrendous customer service spoke to 8 different people over 5 days 2 hung up on me 2 of staff were helpful.waited in for agreed appointment to be told a no show after I chased after 8 hours (engineer delay).very poor customer service and response.”

Helpful Report

Posted 2 years ago

“disgusting company”

Helpful Report

Posted 2 years ago

“LIARS!! This company is beyond AWFUL. British Gas has to reimburse me for over £1000 and every time I call and hold for more than 45 mins, they tell me they sent me the cheque. The cheque has not arrived even after 2 months!!! I am so sick of this company! When it comes for them to collect the money, they take it with both hands! When it comes for them to reimburse money, they stall and look the other way! DON'T, JUST DON'T ever become a client to British Gas!! There a lots of other companies out there to chose and save you a lot of headache.”

Helpful Report

Posted 2 years ago

“British Gas is all over the place from migration to new system poor workers don’t have a clue what’s going up . But people like mangers just sit back and relax way to many problems needs to be sorted!!!!!”

Helpful Report

Posted 2 years ago

“Cannot track useage”

Helpful Report

Posted 2 years ago

“Totally unacceptable service since upgrade Can not see bill or any details on what tarriffs are available to switch. In educated service team which on line uses the same cut and past response and not addressing my questions. The after 40 minutes on line 3 Times asked to call a human being which is near on impossible as it keeps you waiting. Get a grip with technology and what the customer wants and please do quality control on your testing and releases as it’s obvious it’s below par”

Helpful Report

Posted 2 years ago

“Absolute joke of a company ripping people off wouldn’t recommend if the last company on earth”

Helpful Report

Posted 2 years ago

“31 minute wait to speak to customer service on a Thursday mid day”

Helpful Report

Posted 2 years ago

“If there's a worse company out there, I'd be amazed.”

Helpful Report

Posted 2 years ago

“This has to be the worst customer service I've ever had.”

Helpful Report

Posted 2 years ago

“Worth service ever.. rude and unhelpful customer service. extremely unreliable and unhelpful. they don't send and confirmation emails or text for your booking. they don't report back of the work that has been carried out or update your account online. they make changes to your account without letting you know. the Enginner they sent to your property are very unhelpful and they come up with every single excuse not to carry out the work. do not waste your time and money with these people. stay away from this company and don't through your money away with them.”

Helpful Report

Posted 2 years ago

“Unbelievably incompetent administration where the simplest request is mishandled in a quite fantastic way.”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,226 reviews