British Gas Reviews

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

1.2 Rating 3,208 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,208 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 15%
Accurate And Undamaged Orders	Greater than 81%
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

“Trying to be careful with gas and electric I've been using their App. Unfortunately the readings are not to be believed!. And how do I know this ?, the chances of me using the exact amount of gas and electricity to the penny week after week is about the same chance of winning the lottery without buying a ticket. Have I tried to complain ? Look at their site and figure out where I would begin. How a company of this size is permitted to function with I T that can't match a 3rd world capability should be punished by taking half their profits until they get it sorted.”

Helpful Report

Posted 3 years ago

“Their app stopped recording usage from February to May & even gave incorrect readings and costs. The chat line, on both occasions started at Number 147 and 174 in the queue and took 1 1/2 hours to answer. Two emails to customer complaints at head office have been ignored. I was told , when asked for a transcript of my chat, that I just had ‘to click on the envelope on the top right’. On my app, there is no envelope! I have a Smart Meter but my bill shows a reading that is estimated. Why? This is a dreadful service!”

Helpful Report

Posted 3 years ago

“We phoned them up and when we got through to them the person on the line was very rude and disrespectful to us.”

Helpful Report

Posted 3 years ago

“Moved house, was on prepayment meters, had plenty credit left on. They have just sent me final bill and want £500 off me, that's not happening. Would not use BG again.”

Helpful Report

Posted 3 years ago

“I was switched from PFP to British Gas in sept 2021, I even contacted the ombudsman, Imade a simple request "How much would my monlthly payments be" I am still awitingan answer, the online information is not easyto follow. there is now an electric bill for over £700+ but nothing to show how this has been worked out, I have called their number on 4 occasions this week and message state 20 min wait time, I have waited for over 45 mins and had no answer. I spoke to someone on 22/5 after waiting nearly 1 Hour she said " your bills from sept to 22 april are £232 in debt for gas and £67 in debt to electric and next bills not due until july" so I want to know where the £700+ has come from, I have todaybeen trying since 9am to go onlive chat, Ihave been disconnected twice passed to another agent 3 times and now they have ended the chat and sent me a linkto get large print bills, there is nothing wrong with my eyesight and a free gas check, I dont need this as the property is owned by the council they already do a free check, I am absolutely furious with british gas and do not know what to do next, I think they have seen £singns and greadily taking on more than they can handle and all this to the detiment of its customers”

Helpful Report

Posted 3 years ago

“Waited over 2 years for smart meters to be fitted, still not working on monitor and all paid for by government. Put direct debt up with out any warning, while owing me £200.”

Helpful Report

Posted 3 years ago

“Waited over 2 years for smart meters to be fitted, still not working on monitor and all paid for by government. Put direct debt up with out any warning, while owing me £200.”

Helpful Report

Posted 3 years ago

“My British gas service has been cancelled on no less than 5 occasions in one year and I am still waiting”

Helpful Report

Posted 3 years ago

“Rude live chat personally who disconnect when you try to raise a complaint, faulty goods, and unauthorised deduction from agreed terms, in debt with an agreement to settle, yet still will not allow me gas even though outstanding.amount settled! Dispicable company! Be advised to stay well clear no matter what rate they offer! Escalation to the ombudsman is the only recourse with this company! Be warned!! Not worth the stress”

Helpful Report

Posted 3 years ago

“Last time I complained I was told to contact them by Facebook. I don’t do Facebook! Two hours ago I received an email asking for meter readings. I’d already submitted meter readings & was told I would receive my first bill by 5th May. The past two hours have been spent trying to speak with someone. The two phone numbers I tried said the wait time was 45 minutes. Tried the chat line but Cosmo was a waste of time & I was 160 in the queue. Decided to wait & eventually, Shubham came on the line. She did help but I’m not satisfied with British Gas at all. Their customer service is virtually none existent! However, I have a feeling nothing will change & if British Gas think the level of service is acceptable heaven help us!”

Helpful Report

Posted 3 years ago

“Wow where do you start with this company should be nationlised very very poor”

Helpful Report

Posted 3 years ago

“I used British Gas in the past and they never got my bill right, in fact they got it so wrong when I went to leave due to high monthly payments they managed to suddenly bill me for £400.. I paid nonetheless and moved to Peoples Energy, great company but unfortunately soon after they went bust and I was absorbed back into the clusterfuck that is British Gas. Now according to their app they owe me £600 so I am desperately looking forward to them telling me that's all a big mistake and I in fact owe them money again. 40-50 minute wait time on the phone and on live chat, useless twats.”

Helpful Report

Posted 3 years ago

“In January I was taken over by British Gas (Ofgem's choice for me, not mine) after my previous supplier went bust. We're now into May and I still haven't had a clear, accurate bill from them which includes all my payments and credits to date. Also they omitted to set me up as a continuing Direct Debit customer, so have added an extra charge to my tariff. One employee I spoke to on the phone was pleasant enough but the call did not result in an inaccurate bill being sorted out. I just received a second inaccurate bill.”

Helpful Report

Posted 3 years ago

“British Gas are ridiculous, I joined the company last year, they offered a free year home cover, after the year they went into my Bank account, and took £11 for Homecare cover at no time did I set up a D/D after being on the phone for 45 mins and speaking to seven different people, I was moved around told to hang on for a few minutes, which ended up 45 minutes, then I got cut off at 6 pm. I have sent a formal complaint as they Breached the Data Protection act, they went into my account with no D/D being set up.”

Helpful Report

Posted 3 years ago

“Worst customer service ever cannot get to speak to anyone and when you do they dont do as they say they are going to do absolutely appauling service”

Helpful Report

Posted 3 years ago

“Was moving house and contacted British gas reference final bill and to give meter readings. Phone kept cutting off telling me operators had been moved from house move section to emergency section to deal with people without energy. Over 1 hour wait time on complaint line and the app would not allow me to do it because it was registering smart meetings way after our move out date. I suggest they hire a lot more additional personnel so there customers can actually contact them I have now left British gas as a result of this experience.”

Helpful Report

Posted 3 years ago

“After we had to have a flu liner fitted on the advise of a British gas engineer because he said that the flu in the loft was damaged last year we had a new fire & surround fitted only to find out that the liner was never required as no leaks from the smoke test in the fire place the damaged flu actually was from a warm air unit that was removed some years ago bri gas should now pay back what I spent on the unnecessary repair I don't see why I should be out of pocket because of the incompetent engineer”

Helpful Report

Posted 3 years ago

“If there were minus stars I would give you minus 5. I have been a dual fuel customer for 20 years. I referred a friend in December 2021, she signed up with British Gas as a dual fuel customer and has 2 direct debits with British Gas. However British Gas made a real hash of setting up her accounts, they kept setting her accounts at the wrong address and at one point she had at least 4 different account numbers. We were both promised a reward of £70 vouchers each, Injave lost count of the number of times I have called and emailed British Gas about this and the ridiculous replies I had had from the Customer Service, which is not fit for purpose. I will never recommend anyone to join British Gas, you make false promises of rewards and have no intention of giving the reward to loyal customers. Shame on You !!!! I have contacted you by phone, live chat and email and either had lies or no response.”

Helpful Report

Posted 3 years ago

“What went wrong - this would be comparable to writing ‘War and Peace’. The shortened version would be we received our first bill from you on 14/04 with numerous errors, and telling us our fixed term contract would be increased by some £110 per month. An advisor was contacted and he was to ring me back on 19/04 with updated information. No such call was received. We then received four/five envelopes on 22/04 from you with varied statements, again erroneous, but informed us we were on track with monthly payments and were also in credit to some £727. Made another call on 22/04. An advisor agreed these were incorrect and confusing and was to arrange for an amendment to our account, as he believed we’d been paying too much per month. Not received, but received a further letter on 27/04 telling us we owed you money and you had closed our account and cancelled our direct debits. I rang again on 27/04 and spoke to a different advisor who apologised for error and I asked if this would be immediately reinstated and she promised to ring me back later that day. Some three days later I am still waiting. Our account is still closed and I cannot speak to anyone as it is now a bank holiday weekend . For information, we are old age pensioners with my partner suffering a heart condition. I cannot fault the attitude of your advisors, although they do not keep their promise to keep you informed or to contact you when agreed. Your app has been near to useless as there are always tech problems. Our smart meters have not been functioning correctly and you failed to inform us that you could not read our gas usage. All in all we feel totally let down by your service and have no idea of how we are ever going to get a satisfactory outcome to the above. We have spent literally hours on the phone to your advisors with no resolution. I am so worried about this situation as currently it appears we have no contract with any supplier and you believe we owe you £584 to be paid within seven days. I would appreciate some immediate action to reinstate our account and an updated bill outlining our correct direct debit payments.”

Helpful Report

Posted 3 years ago

“Smart meter not worked since February 2021. Get the same response technical team are aware and will up and running seven days. Online app not working same response again. Worst Company ever. I don't even wish to talk about their advisor.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,208 reviews