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

“One star… only because no stars is not an option. Recently moved from Octopus (who customer for service were great) Moved to BG, what a dreadful experience. Been with them 2 months, the change over was horrendous, app progress incorrect, when I did find someone to answer the phone, they had no clue, no electricity usage data on the app, apparently on six monthly billing (my bad for not spotting) so as I can’t see any data I am playing a game of Russian Roulette to see if I have enough money in the accost. Tried to find a way to speak to someone today, no joy, chat bot just terminates. I am tied in but the annoyance is pushing me that the fee may be worth it, but then don’t want to pay more as it is almost rewarding terrible service.”

Helpful Report

Posted 1 year ago

“Your service and app are totally rubbish I don't know who is in charge but they need to get everything sorted ASAP. I don't even know what my gas bill will be this month”

Helpful Report

Posted 1 year ago

“Truly the most dreadful company in the history of companies worldwide. I am tech savvy but their online account option is an absolute farce. It is IMPOSSIBLE to do anything. For over a year now Ive been trying to submit a meter reading or claim some of the considerable credit my account is in, but I work through the processes only to be told that 'something is wrong at the moment please try later' - for A YEAR!!! So I call the automated help lines and they tell me to use the online system! I swear this is the most hopeless company in the world. It is a third world company. I urge you to leave them. Go to Octopus, go anywhere. Anywhere you do go will definitely have been customer service than this appalling shambles. There are an absolute disgrace. The 'British' should be removed from their name as this company is a stain on the good name of Britain.”

Helpful Report

Posted 1 year ago

“British gas is the worst company you can use for your electricity and gas provider. The staff working for this company are so incompetent, they don't have a clue how to solve a problem and no communication between departments whatsoever yes some of them are polite but this doesn't help when british gas is asking you to pay for electricity that you haven't used and what I mean is electricity from an old property that we left 3 years ago, and suddenly I receive an email with over £ 3000 bill a bill from somewhere. I am not sure what is going on with this company is it the system they use out of date or they are trying to get extra mony if they can " why not " extra money is good isn't it. I have tried to solve the issue with them, but I have had no luck yet . I'm still waiting for a response from them . The worst thing actually here is that no one cares and listens to you, they talk over you, not giving you a chance to explain the situation, and make you feel like a fool, so I am wondering how we are going to resolve this matter . I hope this review can help someone who is in the same position. Please, people, be extra careful and mindful when using this company.”

Helpful Report

Posted 1 year ago

“WORST COMPANY I HAVE EVER DEALT WITH, PERIOD. The BG app is utterly useless, never works. Staff at the call centre are completely clueless (not their fault, clearly a leadership issue). I have been promised a refund countless times but of course every time I chase it they say no refund has been raised. As of today (30/4/24) I have £4707 of credit in my account but last week I had £1800 credit in my account?!? Have a look at the attached screenshots of my account on the app, they clearly don’t have a billing system that works. I hope to hell they come a cropper like the Banks did with mis sold PP some years ago. We all know that they’re over charging customers on DD so they can profit from the interest. You’ll also notice that you cannot reduce your DD amount when you call them. Chris O’Shea (CEO) doesn’t give a toss cause he’s a multi millionaire, changed days from his time at St Paul’s primary school in Glenrothes, good for you Chris, you must be proud of your legacy……”

British Gas 1 star review on 30th April 2024

Helpful Report

Posted 1 year ago

“Bought a new Eco Vaillant boiler from British Gas. After the installation the pressure on the boiler was 3.6. Was advised this was normal for a new boiler despite clear advice on the Vaillant website that this is high pressure and indicates a fault. I then had to schedule repeated post installation engineer visits to try to identify the fault (whilst being simultaneously told by the installation manager that if there was a fault it was probably nothing to do with the boiler). This meant multiple days off work waiting in for engineers who were unable to identify the problem and hours of time wasted bleeding radiators, monitoring the pressure, turning all my radiators off and on on the advice of engineers, loss of privacy with engineers in all the rooms of my house spending hours checking all the radiators when the fault was with the new boiler. I was repeatedly gaslit by the service manager telling me that the boiler wasn't faulty. The fault (on the boiler) was finally identified by a more senior engineer who identified it straight away and it was then fixed. This involved seven post installation visits. At no point have I had an apology from British Gas despite writing a detailed complaint. All I got was a rude phone call denying any culpability for the situation. I am still waiting (two months later) for a written response to my complaint. I therefore would NOT recommend anyone else to have a boiler installed by British Gas.”

Helpful Report

Posted 1 year ago

“Useless incompetent staff very polite but haven't got a clue how to resolve a complaint”

Helpful Report

Posted 1 year ago

“I'm really disappointed with british gas sent me cheque which has bounce getting through there customer service there rude not helping me at all got bank charges my advice keep away from them I don't even know weather I'm going to get my cheque I have health issues plus there stress you”

Helpful Report

Posted 1 year ago

“I’ve just put them in the county court for non payment of refund. Wasting your time dealing with the incompetent staff who handle their calls. Only interested in profit but in reality full of BS”

Helpful Report

Posted 1 year ago

“WORSE WORSE COMPANY EVER I have been without electricity since Wednesday it’s now Sunday my flat is all electric I am a vulnerable person my medication needs refrigerating tney don’t care one even laugh Tney lie told me 5 times were sending an engineer out still nothing they are a bloody disgusting company It’s made me poorly I ended up in hospital Housing have had to put me in a hotel they still don’t care I am changing providers thank goodness”

Helpful Report

Posted 1 year ago

“I would give it a 0 if I could the app is completely wrong. Doesn’t record most days then saw this month they calculate over £400 on gas instead of about £159. My usage is under last month so now have the palaver of ringing them tomoz to check and that is an absolute nightmare. The app is not fit for purpose British Gas. Sorte it or close it down. Useless”

Helpful Report

Posted 1 year ago

“British Gas app is currently using electricity unit price for its calculation so £ value has quadrupled. Why don’t they communicate this to customers and advise when it will be fixed. Just another example of abysmal so-called customer service. Come on British Gas, surely it’s not that difficult?”

Helpful Report

Posted 1 year ago

“So I just spent a worrying time trying to understand why I am suddenly spending huge amounts daily on my gas. I was sure the amount for last month was a lot less last time I looked but that’s massive now too…..and it goes all the way back. Finally figure it out - it’s British Gas profiteering tarrif. The app is calculation the cost of gas based on 24.66p per KWH instead of 5.96 KWH. So greedy British Gas are inflating usage by just over 4 fold! The level of incompetence of the people running this app is staggering it’s not fit for purpose!”

Helpful Report

Posted 1 year ago

“Called to find out if I could cancel their service in a property we bought and moving into soon. OMG the woman was so rude. I asked the same question about 4 times stilled not answered and the more I am asking the more she spoke to me like I was an idiot. Shocking service. I was with them a few years ago, this experience was a rude reminder why I will not deal with them again. Absolutely shocking!!!!”

Helpful Report

Posted 1 year ago

“Changed to Scottish Power now bg have hit me with a £600 bill apparently my direct debit was paying 3 months behind but no-one ever told me & Scottish Power is half the price of bg unbelievably BAD greedy company steer clear !!”

Helpful Report

Posted 1 year ago

“I have been trying to down load documents off my account and every time I try and down load documents app shuts down. Totally useless customer service waste of time promised to send a copy within 90 minutes never arrived. Thinking of moving my business to another provider”

Helpful Report

Posted 1 year ago

“I have been with British Gas all my life and also when living with my parents! Never had any problems with them and always pay direct debit monthly! All was well till I logged in to my online account to see I was £5,939.84 in credit! I knew this could not be right so got in touch with them to be told my smart meter has not been doing correct readings since January 2023! They say they are trying to work out the correct amount and bill me as soon as possible! I may be in credit but they are not sure! I demanded a phone call within 24 hours but nobody has rang me! I am now changing to Octopus Energy recommended by my family and friends! Has anyone else had this experience with British Gas! So annoyed at them! LG”

British Gas 1 star review on 24th April 2024

Helpful Report

Posted 1 year ago

“A17740732 I am really disappointed with british gas. they eat last 9,years my lots of money. They charge 5059 in the last 20 months for two bedrooms small single family living home. Almost 252.95, in a month, even in the summertime. I sent my complaint to everyone, but no one responded yet and now asks again 215 pounds final payment without the same. Thank god to leave from British gas.”

British Gas 1 star review on 23rd April 2024

Helpful Report

Posted 1 year ago

“I can only re-iterate how poor the customer service is. They are invoicing me twice for money already paid. Dare I suggest that rather than people having a moan on this website, with nothing getting done as a result, they contact BBC consumer programme Watchdog. Something might get done if there is strength in numbers.”

Helpful Report

Posted 1 year ago

“The incompetence of British Gas never ceases to amaze me. I have been chasing them to provide me with my quarterly dual energy bill since I sent them actual Gas and Electricity metre reading at the start of March. I received the following email on three occasions since the start of March, the first time on 20 March and the last email on 19 Apr. “Thanks for getting in touch and allowing us to resolve your complaint, I have issued the bill on the basis on 7th March 2024, meter readings and your bill has stuck on the system because of some technical issues your bill will get released within 7 working days and once it has been issued, I'll let you know via email”. The bill was finally released on 19 Apr 2024 and at this point British Gas sunk to a new level of incompetence. The actual metre reading I provided them with so that they could accurately calculate my energy usage and the total cost were not the metre reading on my bill. To add insult to injury they also added an additional charge simply described as “Other Adjustment” £62.00. One of the things required on a bill/invoice is “a clear description of what you're charging for”. When I finally manged to get through to British Gas by phone (only took 45 mins) I queried what the “Other Adjustment” £62.00 was all about. Unsurprisingly the person on the end of the phone at the call centre had no idea. In 2023 British Gases CEO Chris O'Shea's remuneration was £8.2m, up from £4.5m in 2022, according to the firm's annual report. The package consisted of a salary of £810,000, a £1.4m annual bonus and £5.9m in long-term bonus, pension and benefits. In January, during an interview on BBC, O'Shea described his combination of salary, bonus and shares as "a huge amount of money" and said he was "incredibly fortunate". During the same interview, O'Shea told the BBC his pay was "impossible to justify". It’s not surprising that British Gas CEO (O’Shea) is "incredibly fortunate" when his company accounts department are adding additional charges to their customers which they cannot account for. Or maybe I am contributing to their Christmas Party? It would also account for British Gas annual profits jump tenfold, from £72m in 2022 to £751m in 2023 and profits expected to come in between £150m and £250m in 2024”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,226 reviews