British Gas Reviews

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

1.2 Rating 3,139 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,139 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

“I have had British Gas Home Care for over 20 years, the service used to be excellent. However over the last year or so it has deteriorated enormously. I tried to get an engineer to repair my dishwasher and was told that I will have to wait for just over two weeks. The engineer was due for tomorrow, Thursday 6 February but I have just received a phone call saying that there is no engineer available and that I will have to wait until next Tuesday, that is another 4 days. A broken dishwasher is not a major issue but when you pay over £600 for home care services then you have the right to expect a prompt response and you should not be made to rearrange your daily activities around the availability of a British Gas Engineer. I am just pondering whether to renew my Home Care Insurance.”

Helpful Report

Posted 5 years ago

“No metres read had a huge estimate in read them myself no contact back so rung customer service is that what they call it 45 minutes wait would have cost me 15 pounds on pay as you go had a foreign lady who was rude arrogant told me to slow down speaking I had to repeat everything as she could not understand English then could not give me a date when my bill will be paid on direct debit energy companies are doing as they like to consumers government need to step in no help from the government unless there making money legal robbery”

Helpful Report

Posted 5 years ago

“Have taken Tuesday off work for our annual 15 month (cos that's annual to BG) service Had call on Friday saying they could not/would not honour their agreement and weren't coming - wanting to reschedule to the END of March (another 2 months away) and have me take another day off work to wait in in case they bother to keep that appointment Official complaint and guarantee of a call from a manager within 24 hours I'm still waiting 48 hours later”

Helpful Report

Posted 5 years ago

“i recently had to call the home care for a fault on my heating the earliest appointment available was the 20th off feb i was told that i am not a priority even when i later called back because i had water coming through my ceiling.Ihave had this cover for a long time previously the service was good but it is quite clear that this policy has been sold to many people without enough engineers to cover the workload i would not recommend this policy”

Helpful Report

Posted 5 years ago

“Poor repair service. We've had a BG service contract for many years. They used to be good. Not now. Our boiler failed. Soonest appointment was over 2 weeks. That's a long time without heating in January. Won't renew with BG next time.”

Helpful Report

Posted 5 years ago

“Joke of a company. I took a 3 Appliance Insurance Policy out for what seemed a reasonable £13 a month. Their system decided to auto-combine it with my Boiler policy which was due to expire in 3 weeks. They then `renewed` the Policy after 3 weeks, increased the cost by 30% and helped themselves to the whole 12 month payment of £217 in one go without any indications of why. I couldn't ever get through to speak to anyone, even their Chat window was useless, I was passed through 6 people and got nowhere. Finally spoke to someone after 5 days of trying who just kept saying `I had chosen to add` the appliances to my cover. Useless and couldn't care less! Typical big company mentality.”

Helpful Report

Posted 5 years ago

“Boiler and radiators fitted. Radiator pipes leaked in multiple places and called out to repair numerous times until all sorted. Came down this morning to find front room radiator called off wall, damaging a chair ...and leaking. Wasting another day sat around waiting for someone to fix it.”

Helpful Report

Posted 5 years ago

“If I could give them 0, I would. I’ve got a problem with my top up card for electricity. I’ve been on chat every night for 5 days and also contacted the Smart meter team 5 times over 2 days. Each one tells me something different. Each one promised a call back - nothing. Still haven’t resolved the problem therefore I’m unable to top up. The worst thing is that they do not keep a record of your calls or chat. Absolutely abysmal service.”

Helpful Report

Posted 5 years ago

“awful service . pricing of homecare contracts goes up by approx 20 percent every year ..when I phone to query they say that's the price they are charging take it or leave it --then said had I considered not having an annual gas service on my boiler as that could reduce cost by 2 percent . What about safety . Worst company to contact ...spend ages listening to music to even speak to someone .”

Helpful Report

Posted 5 years ago

“Terrible service. Have to repeat everything to different people.”

Helpful Report

Posted 5 years ago

“Appalling customer service. A truly incompetent organisation. Unresponsive and incapable of dealing with relatively simple complaints-”

Helpful Report

Posted 5 years ago

“Hand on heart the worse Customer Service I have ever encountered. False promises which are having a huge impact on my credit score due to their errors and it is now preventing me from completing on a mortgage which is now putting my home in jeopardy. I have been promised the earth from several customer service reps and have received zero documentation as I have been promised on more than one occasion. I one week, I have been on the phone to BG for over 7 hours, and have achieved zero progress. A shambles of a company who should not have the right to use the world British in their name. Nothing at all British about you clowns!!!”

Helpful Report

Posted 5 years ago

“Avoid. Take money and refuse to refund over payments immediately instead say they have to send a cheque - always had issues with BG - avoid at all costs. We are moving to octopus”

Helpful Report

Posted 5 years ago

“Customer service is unhelpful. They took a payment from my account without authorisation and said they cant send it back it has to be by cheque. Never get through to anyone and if you do they aren't English or struggle to speak it. No one can help any questions you have they have to speak to a manager - overall avoid avoid avoid !”

Helpful Report

Posted 5 years ago

“The customer service is awfull. I'm calling now 10 tine with the same problem!!! I'm tired to hear just different options, and nothing to be done !! They constantly send me to the pay zone to get a refund, but the shopkeeper doesn't have the capacity to understand how to give a refund. So here I'm without any refund but jumping between the customer service calls and unable people to pay zone shops.”

Helpful Report

Posted 5 years ago

“There are many cheaper energy providers out there but sometimes you don’t mind paying more if you get a good service. My mums been with British Gas for a while now. Just before Christmas they decided to deduct a few hundred from her account without telling her. I called them and they said it’s because for a year they had been undercharging (my mums got a smart meter). I then realised for that whole period they had never sent her a bill, which they admitted to. She also owed even more money, that was just a part payment. I know maybe she should have realised that but when someone from British Gas estimated what her monthly usage would be who would think we could go over that by so much. I explained to British gas that my mum had been caring for me, her young daughter through breast cancer, along with caring for my granddad (her dad) who had passed away and caring for my nan (her mum). This meant that my mum was unable to work so money was tight, especially with me having to live at home again. I thought that as I was dealing with British Gas we might have been dealt with a little more efficiently. I raised this on 29th of November and no matter how many times I call or emails I send they just keep saying it’s still being looked into. My mum has never in her life had a debt or owed money so this is really stressful for her. If anyone is looking on here to decide whether to go with British Gas, I wouldn’t bother. It will be fine until you have a problem and then you will never hear back from them.”

Helpful Report

Posted 5 years ago

“I joined British gas January 2nd and my god what a nightmare rubbish customer service rude staff. I called several times about a electric key last time was told mam it takes three days to come.. well another six days still not come .not been able to top up since December been using old credit. Every time you speak to someone it takes nearly a hour to get through never call back .well I have switched supplier back to my old supplier. be with them Monday and already have a card for meter. They do not look after customers full stop. the best thing british gas can do is shut up shop useless company”

Helpful Report

Posted 5 years ago

“Worst company I have dealt with in my entire life, I gave them a one star only because I can’t give a review without nominating at least one. They fitted New Boiler , workmanship was deplorable. after sales is even worse, still trying to get them to resolve our issues. Take some advice, find a local Gas Registered Installer whom has a history of good reviews and satisfied customers. Boot British Gas into touch.”

Helpful Report

Posted 5 years ago

“I first moved into my flat 10 years ago and soon after was issued with a gas bill for almost £500, even though the flats were newly built! I don’t like gas and my son fitted my ELECTRIC oven into my kitchen..After 2011 approximately I started to receive gas bills quarterly and rang numerous times explaining that I neither had a metre nor used gas..In approximately 2014 I received a bill for £450... I rang again and again getting told that I had a metre in my flat ( I didn’t) and that this was for a standing charge..Eventually I found out that they had installed a metre in a chamber not even near my block! On finding this out I asked for it to be removed immediately but waited ages (My elder sister at this time was terminally ill and I was helping with her care) until finally an engineer was sent to remove it. The metre read 000000 usage! Recently I received yet another bill for £249.20 threatening a default notice ( I was issued with a CCJ for the last bill) so now I’m ill and still I’m getting nowhere with them! It’s been ten years of this....The stress, injustice and outright malfeasance of this company is beyond words!”

Helpful Report

Posted 5 years ago

“Pretty similar to what others have said. Paying for boiler servicing and waiting nearly 2 months. Just had another call saying I'll have to wait another 2. Pretty shocking they get away with it...”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,139 reviews