British Gas Reviews

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

1.2 Rating 3,253 Reviews

5 %

of reviewers recommend British Gas

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Metrics

1.2

Based on 3,253 reviews

Customer Service
Communication Channels	Telephone

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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

“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

“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

“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

“I've been a B. Gas. homecare customer for a long time paying by monthly direct debit last year I had water running out the outside overflow pipe and had to wait for two weeks without hot water when the engineer arrived he said this is an easy fix? and I don't think he was at the house more than ten minutes that's how easy it was too fix? This year end of October beginning of November same thing happened water running out the outside overflow pipe but this time it ended up being a botched fix? 5 visits for a very simple fix doe's this not tell you some engineers need to be retrained?...1st engineer pumped up an expansion vessel then left water was still running out overflow?...2nd engineer fitted a new valve which didn't work ? the same engineer left two drips under the boiler?... 3rd engineer he fixed the water that was running out the overflow pipe so that was now fixed?...4th engineer he came and looked at the underside of the boiler to see where the dripping water was coming from and said I needed two new parts and he would be back on the Thursday he didn't turn up and didn't even have the decency to phone me?...5th visit engineer comes with one part he then goes and looks at the other part under the boiler to see if he could order it he then said that part is obsolete and it's a waste off time fitting the part he had so I asked him if he could tighten the nut in question which he tried to do but I still had two drips caused by a B.Gas. engineer I'm sure this engineer could have done more to help me but he didn't? So at the moment the boiler is working fine I've managed to fix one drip myself and have got a little pinch more on the other nut the water coming out is bearable? I think if the last engineer loosened the nut and put some ptf tape around it I believe that would have worked going by how much water is coming from it now? I'm over 74 years old and this is how B.Gas. look after the elderly. John Reid 17/11/23.”

Helpful Report

Posted 2 years ago

“They tried to overcharge me by £720 this month!!! I'm a careful user of energy, and my bill is always under £30. The customer "helpline" (poorly named as help is far from what they actually provide), resulted in a rude woman shouting that "they don't make mistakes" that I should just "pay it". I tried to explain that it was obviously an error, and I wasn't going to pay for energy I haven't used, but she kept talking over me and refused to listen to anything I had to say. I'd honestly give this joke of a company zero stars if I could.”

Helpful Report

Posted 2 years ago

“I have a credit balance with British Gas and requested a £1000 refund from an online chat representative on 25 October. I was assured, exact quote: "I have issued the refund for you amount £1000; you will receive the amount within 5-7 working days in your bank account :)" I didn't receive it. On 10 November, 12 working days after it was promised, I got another representative. This time I was assured, exact quote: "as its not received to you I've asked the advisor to kindly get back to you with its status to you as an urgent priority refund query....Sure, you'll receive the email from the advisor in next couple of hours" I didn't receive the email and contacted chat representatives again several hours later. This time, exact quote: "As the amount was high this was pending formrefund team for sometime. But i am happy to see that it has been authorized and soonyou will be credited with it'" I asked for a confirmation email, and received this on 10 October, exact quote: 'This is to confirm that the refund has been issued by the payment team for £1000 on your account which whould be refunded to your bank on or before 14/11/2023 as per the processing time." The refund didn't arrive (of course!) so I contacted BG again on 15 November to ask where it was. This is the response, exact quote: "Tthere is no refund issue from our side I'm really sorry for that." And why was there no refund? Exact quote: "i see your refund is showing cancelled because your bill has not been generated last 28days". Well -- the reason 28 days have elapsed since the last bill is that BG has failed to pay the refund from 25 October when the request was within the billing period, to 15 November when it wasn't-- all BG's fault!!! And what willl BG do about it? Exact quote: "To process the refund the direct debit collection date should not be more than 3 working days and your next direct debit date is on 16.11.23 that is the reason we are unable to process the refund". So after all that, I am right back where I started -- worse off, actually, because I have to wait 3 working days from 16 November to even BEGIN the refund ordeal again. During all this time I have not received even one message from BG telling me my refund is delayed or cancelled. I've been with BG for over 40 years but I notice that their rival Octopus has MUCH better customer reviews.”

Helpful Report

Posted 2 years ago

“rude incompetent engineer... 'repair' completely bodged and failed the following day ... dreadful 'service' ... 5 hour appointment slots ensure maximum inconvenience for customers”

Helpful Report

Posted 2 years ago

“Awful, awful, awful. British Gas moved to a new billing platform which disconnected my original account and the new one that they then gave me. Then because I was not occuppying the house, their payments system couldn't cope with the low meter readings I was giving them. The operator at the South African call centre made up a higher reading to get this into the system then I was given a really high bill. I had a hell of a job getting my money back, with complete incompetence at the call centre. I couldn't even get through to a manager. Later when I had sold the property, British Gas continued billing me despite giving a clear final reading and paying the resulting bill, I've no idea how they made up the figures and no one could explain. A nightmare, you have been warned!”

Helpful Report

Posted 2 years ago

“New contract with BG Homecare. Waited a few weeks for a boiler service. Last appointment of the day and at 17.02 was told he was on his way by their technology. Evidently, as it was the last call of the day, the engineer went home and was a no-show. Apparently, it was my fault as I didn't answer my phone. If only it had rung! If only he'd found me on google maps and come knocking on my door. I've now cancelled my BG Homecare policy. Tomorrow I will move my energy supplier to a company who actually gives a damn.”

Helpful Report

Posted 2 years ago

“With holding my refund for 4 months and still haven’t received it, constantly being lied to by the people there, they are beyond a joke don’t even bother with them”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,253 reviews