British Gas Reviews

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

1.2 Rating 3,243 Reviews

5 %

of reviewers recommend British Gas

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Metrics

1.2

Based on 3,243 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Live Chat

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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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I used to get my statements every month just to be told its changed to every six months they say their's nothing they can do How can they just change things without advising customer Also people have to budget as the energy prices are so high”

Helpful Report

Posted 3 years ago

“Will false you to switch to their "Smart meter" under false pretenses. Basically saying the old key meters are a fire risk and if you dont change them now they will take legal action. The real reason they want you to change is so they can make it ALOT easier to rob you with the new energy prices (all done automatically with the smart meter) The best part of it is the so called smart meter they installed, the smart screen you get with it and the internet app NEVER seem to work, top up or in sync with each other AT ALL. Not to mention the phone calls you will get at 12am to say your top up will be credited within 24hrs (never does) Oh and when you call them about it they will threaten you with a £25 call out charge if they find nothing wrong basically putting you in the mercy of a strangers competence. Avoid if at all possible.”

Helpful Report

Posted 3 years ago

“Awful ain’t the word currently running some kind of back hand bad business deal with torus homes I moved in to my home and stayed with the current supplier on the 4th July 2022 credited my account to then have my supply changed to British Gas who are refusing to change it back even tho it was in my name and refusing to tell me where my credit has gone I was informed by torus that British Gas had refused the account when the property was empty but they was quick to take it after I had credited the account and put it in my name now they tell me I have to register with them and pay again for what has already been paid prior to them taking the account off me without my concent as the tenant”

Helpful Report

Posted 3 years ago

“First of all please don’t even bother with theIr app it is absolutely useless the whole company is incompetent. I was transferred to British Gas when my supplier went bust God help anybody who has to go over to them be Aware that british gas will take out your agreed direct debt wait for it plus any other amount of money they want to I live in a one bedroom bungalow I have a smart meter they say that they are not getting any readings from it they sent an engineer out to sort it out they still said they are not receiving any readings intel them to give my readings sent emails gave readings to a person in customer service all to no avail every month they take out my direct debit which covers my bill and as I said two more amounts from my account without informing me 🥴🥴 finally got through to customer complaints they said it was a mix up on their side and that they will sort it 🤗 what do you think been In touch with them again still taking arranged direct debit plus two other amounts and saying I am in debit I have already had one stroke a few years ago I am so stressed it won’t be long before my next one 😤😤😤”

Helpful Report

Posted 3 years ago

“DONT USE BRITISH GAS!!!! They are a complete con. I was with British Gas for over 5 years paying a DD every month of what British Gas estimated, over £100 a month what is about right! British Gas then took £1470 out of my account claiming they had been estimating it wrong. I am a single mum on benefits... did they care... of course not ! There are plenty other provider out there.”

Helpful Report

Posted 3 years ago

“Currently in a huge dispute with British Gas. They have cancelled and replaced my bills multitudes of times (seven times just in June?). Each time they replace the bill they prevent you from seeing the previous one so you can't see what changes have been made. I, however, have downloaded each bill and pulled up one from 4th July which showed from 4th Oct-4th July I was in debt by £437.62. I cancelled my DD after a phone call with a rep who said I had to increase my DD payment threefold and I had no choice!!? I am now making one of payments each month of what I can afford. After I took this action my bill was cancelled and replaced to show a new bill for exactly the SAME period now saying I owed £870.85!!?? I have looked closely at both bills and can see how this was achieved. They changed the first meter reading for both gas and electric on 4th October making it much lower (how can that change - they took the reading?) so that meant that my usage over the same period was so much more!! I have written a letter of complaint to BG and am waiting to question someone over this. I am very suspicious of what the hell is going on here!”

Helpful Report

Posted 3 years ago

“British Gas App is next to useless. Ever since I switched to British Gas three years ago and I have a dual fuel account the App says it’s not receiving data from my gas account but the electricity account is receiving data. The App is not showing meter readings., However, I’m being billed half yearly for gas and electricity consumed. I have to calculate my usage by taking my own readings and using my last bill as a reference. The App needs fixing.”

Helpful Report

Posted 3 years ago

“I have been in dispute with British Gas virtually non stop since they took over my Gas and Electric when my previous supplier went bust last year. I have tried to use Resolver to get British Gas to rectify things, but they have stopped responding to my Resolver Case. Most of the problems have been over grossly exaggerated Direct Debits. I have lived in the same house for over 20 years with very consistent usage! Most recent problems are that British Gas have deleted and replaced the bills that were generated since they took over my accounts. Previous to doing this, my Gas account was considerably in credit and on course to reach zero by the end of the account year. - Overnight, when the bills were replaced, my Gas account went into significant debt and I cannot access the deleted bills. British Gas now deny receiving a Credit of £147.68 from my previous supplier, despite that I have an email from British Gas stating that they had this credit! This would have shown on the deleted bills, which of course I cannot access. The deletion of this credit would also explain why my Gas account went from being considerably in credit, to considerable debt overnight! I have sent British Gas a copy of their own email confirming receipt of my credit from my previous supplier, and they haven't had the common courtesy or manners to acknowledge my email. - I am tearing my hair out with them, and to say that I am angry is an understatement. I would give British Gas zero stars if it were an option!”

Helpful Report

Posted 3 years ago

“Oh my word, where do I start? All was fine before my previous energy company went bust and we were automatically moved to British Gas meter readings were given all seemed ok, until I got the bill in Jan 2022 which showed I was using £421 per month of energy(£320 of this electricity alone), 26 chats, 3 calls and a meltdown when the call lady said "well it is winter" yes my love it is winter but for £320 per month I could grow enough Cannabis to afford the bill! Finally I spoke to a lovely lady who said this seemed excessive and that someone would come out to test my meter, the day arrived and engineer was doubtful it would be a meter issue and that maybe I should get electrician out, yes yes mate test the meter. What do you know meter faulty shiny smart meters installed bill adjusted to reflect outrageous issues start reading zero, I assumed this would be it. Day after engineer left house smart meter box lost connection, informed them via chat with the "have you turned it off and on" script. Also no bills just an exceptionally high electricity usage on the app( approx £320!!) finally a bill Jul 22 with an estimated reading from Mar-Apr and a £795 debit brought over. Full melt down 2 in progress cant get through on chat and attempted 7 calls where I was 143 in the line. Finally got through to an agent who has reversed my bill and said someone will be in touch...... I almost give up, I have no idea what I should/could be paying and with rising prices based on my alleged current use will be about 6K a year 5k on electricty. No we do not live in a Mansion nor do we grow Cannabis, no hot tub and recently had a full electrical check.”

Helpful Report

Posted 3 years ago

“In mid-2021 I signed up for a boiler repair & HomeCare package. The British Gas engineer deemed the boiler to be in working order, but it wasn't, so I had it replaced via a different company. I called up to cancel my HomeCare subscription immediately and was assured it was cancelled. Fast forward over a year and I find out I have been charged all this time for HomeCare and was only given a 3-month credit. THIEVES”

Helpful Report

Posted 3 years ago

“British Gas where do I start, January 2022 bills paid everything good since then I have submited readings and they have put a Higher estimated readings up until July and by then they reckon I owe £600.00 pluss, I phone them up estimated wait 30 mins hang up send an e-mail nothing, write a letter of complaint nothing I decide to change suppliers and decided to phone customer service waited 30 mins hang up,decide to try again and hang on the line till they answer finally I spoke to one of the most helpful and friendliest customer service agents ever, Her name is Susan Miller working from Edinburgh she sorted out my problem made sure everything was updated, sent me an e-mail of what she had done the lady was absolutely amazing if I had spoken to her first time I would still be a customer.. BRITISH GAS THIS LADY SHOULD BE PUT IN CHARGE OF YOUR CUSTOMER SERVICES WITHOUT DOUBT THE BEST AROUND. for Susan Miller I give 5 stars more if I could, for the rest 0”

Helpful Report

Posted 3 years ago

“Totally impossible to speak to anyone person to person forced to us “chat”. Passed from person to person, spend nearly an hour on “chat” trying to find out the most perfunctory question”

Helpful Report

Posted 3 years ago

“Impossible to get in touch with the company. I send accurate meter readings, I receive a reply saying that for whatever reason I can't be billed for that reading. I keep receiving emails asking me for a reply from a NO REPLY address so even if I wanted to send the meters photos I can't, and it is IMPOSSIBLE to speak to a human being via chat, email, or phone! One only gets reply from a bot that gets you nowhere.”

Helpful Report

Posted 3 years ago

“Awful. The single worst company I have ever had to deal with. An absolute disgrace. If possible, avoid these shysters at all costs.”

Helpful Report

Posted 3 years ago

“Have to say this is the worst app I have used. Down all the time. No up to date usage. British gas get your act together”

Helpful Report

Posted 3 years ago

“The app doesn't work it is very slow and when I get in it is always at 0000 so never know what the balance is my gas meter is not working there is no power to it the smart meter isn't that smart if you can't tell if the meter is not working I would like it taken out and your customer services are appalling no help at all spent hours on the phone to be told try again tomorrow think it is time to charge suppliers as been as you are to busy to help prices going up and you do nothing to help when there is a problem iv complain about the app on many occasions and its still the same the not so smart meter will be out side on the door step better come and get it before it rains”

Helpful Report

Posted 3 years ago

“The Cyber-Prime app is a great tool for parents who want to protect their children from viewing inappropriate content online. With this app, I can monitor my child's internet usage and make sure they're only viewing age-appropriate websites and material. I'm grateful to have this peace of mind, and I know other parents will be too. Thank you Cyber.Prime.com”

Helpful Report

Posted 3 years ago

“App and website still not working to check how much you have on your meters over a year later. Clearly not bothered to fix them. When I got pleurisy due to them cutting out my gas because my Smart Meter screen and app were showing that I had £15 on my gas when in fact I had nothing (So their fault) they said that someone will come the next day or two to turn my gas back on (I couldn't do it myself due to disabling health problems... With pleurisy on top of that). I had to scream cry over the phone to get them to turn my gas on the same day (It's been hours of pain in the middle of winter without heating. And I was on their priority services register due to disability. They don't care). Now they were supposed to, a week ago, refund me £100 for what I had on my gas and electricity before moving house, and they were supposed to change my meters to my new place, plus delete my old address account. They didn't delete my old address account until I called them to ask why they haven't done that. They didn't refund me. And they put my neighbour's meters as my meters. And on top of that they told me that they'll call me back the same day, but three days later and they still haven't called me back. Huh... Seems to be a clear sign... Ableist much? No care towards disabled people. And clearly no care towards elderly people from the reviews that I read either (I don't have experience on the elderly side, I believe them though).”

Helpful Report

Posted 3 years ago

“Their telephone line sucks! The staff answering the phone is extremely unprofessional. Do not use their service!!!”

Helpful Report

Posted 3 years ago

“i wish i could put less than a one star...I advised them of my financial difficulty with the energy increase. I was advised don't worry change to pay as you go and you can pay your outstanding bill weekly as you top up. So far this has been the worst nightmare possible. My gas is ok but the electricity they has cocked up and not changed it over. I have been calling them daily speaking to seven different people and no one has fixed it yet. And even though they know it's there fault they have today sent a letter saying a debt collection company is going to call at my home and they will charge me £39 for this. I have lodged complaint after complaint. How can i resolve and pay through my meter if they can't do the easiest thing - switch my account across. I even have the top up card for the electricity they sent me. British gas get your act together before i go to a solicitor for harassing text and emails.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,243 reviews