British Gas Reviews

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

1.2 Rating 3,120 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,120 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

Write Your review

Tell us how British Gas made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Everything from communication between departments to engineers turning up 5 hours late.Weve had no water for two days and still no sign of promised repair being done.Lodged a complaint and was told it could take 7 weeks to resolve.No doubt a reflection of the fact that a recent newspaper article put British Gas bottom of the table and that they had 1.4 million complaints in last 18 months.Perhaps if they paid their ceo less than the reported £8.2 million in 2023 they could spend more on improving their worse than useless customer service experience.”

Helpful Report

Posted 4 months ago

“Heating was cutting out, engineer came to fix, he appeared to do a good job which we sent a good review for, a day later noticed no hot water in kitchen tap, which by the way we NEVER HAD a problem with before, and heating is still cutting off, lodged a complaint.”

Helpful Report

Posted 4 months ago

“Call centre usless..carn't get a bill ..smart meter terrible..”

Helpful Report

Posted 4 months ago

“Absolute terrible service portraying helping hand to people with living crisis passed thier details to credit file and and passed thier details debt collection after agreeing the repayment absolutely jock promised to look into but no call or return call from the company”

Helpful Report

Posted 4 months ago

“I booked in to have a quote for a new boiler installation between 1 and 5.30. I went upstairs to put my baby down for a nap at 1.15 at 1.22 i got a message saying that my engineer had called and I was not in so they have cancelled the appointment. I called to say I had been in and they range the engineer who said he had rung the bell but had knocked and there was no possible way he could come back, I called at 1.30 once my baby was asleep. So I didn't get my boiler quote.”

Helpful Report

Posted 4 months ago

“Relates to smart meter installations or not as the case is. As with others don't deserve any stars in my mind. Initially enquired about EV tariff and told no problem if wanted to proceed. When contacted again told needed to have smart meter for electric supply first. Arranged appt. for Dec. 2024, no one turned up. 'Phoned back and told appt. that I'd been told had been made was not made/processed any further from call. Made further appt. for Jan. 2025, I rang day before and had heard nil, assured that appt. was booked and that would get visit the next day. Surprise surprise again no one turned up. I called again - no record of previous day's contact. Ridiculous having a call centre in S. Africa that only 'speaks' online with Planning Dept. in UK. Asked for appt. within the week given the issues encountered - this after being referred back (from UK) to call handler who dealt with initial complaint in S. Africa. Offered another appt. in 3-4 weeks which I declined. Asked call handler to speak to Planning Team and arrange an appt. as soon as possible. Heard nothing in 5 working days - though requested confirmation within 24hrs. 'Phoned again and got offered an appt. in 3 weeks to resolve issue - no assurance that appt. would be met as Planning Dept. arrange own workload - even though appt. date and time communicated to customer is sent through to them. Declined appt. and told was being referred back to manager of call handler in S. Africa. was going to go elsewhere for smart meters, but have to be installed by current supplier. Then, if I do move, new supplier may not be able to access meters installed. Valued customer I think not. Plus, when you try to give feedback in callback received you're cut off after being told verbal feedback requested is not understood - has happened x3 times thus far and other occasions have not been able to access call. The sooner we can move supplier the better.”

Helpful Report

Posted 4 months ago

“Shame we can't put negative stars. Sending crazy inflated invoices. Threatening legal action if you don't pay. No help from customer services. Spending hours and hours on the phone and with useless chat bots. The Ombudsman is powerless. Been going on for well over a year. Their new invoicing system does not work and they are trying to hide it. Their services desks are over loaded with thousands of customers with the same issues. Will move away from them as soon as it is resolved but how much longer will it take.”

Helpful Report

Posted 4 months ago

“Had a bill that made no sense, tried calling them repeatedly to resolve the issue, they took more than a week to give us any semblance of help and then when we got through we had multiple instances of them hanging up on me during the call, so couldn't be an error. Will not be staying with them, would not recommend using them.”

Helpful Report

Posted 4 months ago

“They do not register your name on the invoice of this company. This company is the worst in the world. Just to warn you. ⚠️”

Helpful Report

Posted 4 months ago

“There was no option to give ZERO stars or negative stars otherwise I would My partner is about to run out of credit on key meter, is disabled and topped up and has been given the run around from you. The most recent call ended with employee telling him it was all of a sudden to do with the shop where he added the credit and no longer a British Gas problem and further more that the guy from the shop was going to call my boyfriend. (Is he telepathic ?) This is beyond ridiculous . He has £1 left on meter”

Helpful Report

Posted 4 months ago

“What a nightmare Promised us a new boiler for christmas Our boiler broke at the start of December And we waited for British gas to mess us around to end up with no hot water or heating for a whole month plus christmas with a 2 year old in -5 weather Which cause we had a 2 year old we are fast track, what a lie They are all super nice until they get your money and boom! The nightmare starts It was one thing after another, no one talks to each other, and they just blame one and other for mistakes or problems! They also put scaffolding on the wrong side of my house, then refused to move or take it down, I had to ring the scaffolding company myself muti time to get it took down We ended up going with a local company which were amazing!!! But trying to get a refund back from British gas was also a nightmare, we was in our rights for one as it was still in the 14 days refund policy but to get the refund I had to hold all there piles and new boiler I had I'm my garage hostage which they tried multiple time to collect, As soon has I had my refund them collected it but it couldn't come to that really! AVOID!!!!!!!!!!!!!!! ALSO VERY OVER PRICED!!”

Helpful Report

Posted 4 months ago

“My smart meter was installed 4 years ago. Last year the gas meter had to be replaced (flat battery) The monitor then stopped showing electricity consumption & readings. A British Gas engineer called & replaced the smart meter. He lived locally and told me he had the same problem with his monitor. BG are hopeless,I will switch asap”

Helpful Report

Posted 4 months ago

“Our experience of British Gas as an energy supplier has been terrible - it has been a catalogue of errors and poor service. We moved into a new house a little over six months ago. We’ve since found out that British Gas did not install the gas meter correctly so it was not smart. They then ignored all the meter readings we sent them and tried to charge for both gas and electricity before we moved in, they also vastly over-estimated our usage. Whilst trying to get this sorted we were lied to, spoken to rudely and emails were often not responded to for over a month. They have refused to fix the meter. Eventually they pressured us into close our complaint without ever apologising. Because they ignored our readings and over-estimated we were £500+ in credit but they still increased the direct debits! The service we received was truly awful. We did everything we were asked and gave them every opportunity to make it better but they had no interest.”

Helpful Report

Posted 4 months ago

“Shockingly bad customer service , I called 7 times for the same issue, I had a considerable credit on my accounts the 6th time I wanted to raise a complaint but they refused to take and I stead of refunding me they are investigating my meter asking me to send pictures despite a large direct debit each month and large credit on both accounts time to switch fir me”

Helpful Report

Posted 4 months ago

“Rip off company. if you never miss a payment.there will sting you for going to someone else. Customer service is poor a child could do it better. Least they got the right name for the company 100 %British.”

Helpful Report

Posted 4 months ago

“Shocking customer service never answer there phones or have to wait hours in a queue which is impossible when people have to work plus when you email them you get told someone will be in touch but no one ever does now the prices are going up again destroying people's lifes to fill there own pockets plus don't call yourselfs British gas when the gas comes from other countries.”

Helpful Report

Posted 4 months ago

“I would give them less than one star if I could. I moved house and had nothing but issues with them since. It took 6 months of calls to get them to even acknowledge the house and that I had moved in. And that was only after I raised it with the ombudsman. Then they moved me to a new system said I had been over paying and they owed me hundreds only to change their minds months later and demand the money back. Didn’t offer a solution or an apology just wanted the money. I couldn’t get a straight answer to why this had happened (I called and talked to someone asking why I had been over paying and was assured at that point. It was entirely their fault). I put a complaint in never had anything back (that made any sense), the complaints team appear to be non existent and the ombudsman has no real power over them. Avoid using British Gas if you can and if you are with them leave.”

Helpful Report

Posted 4 months ago

“Absolute disgrace. We moved out of the flat we had their service at in November 2023 and issues are still ongoing. We've had confirmation by email from many representatives at BG to say no balance is owed but they continue to try to scam us by sending more "final bill"s. The overseas customer service agents are beyond useless and are incompetent beyond belief. Absolutely stay away, and use any other energy provider. British Gas are so woefully far below an acceptable standard it must be n absolute joke. You're filling their shareholders pockets with money that is being scammed off of you.”

Helpful Report

Posted 4 months ago

“Terrible service. I asked for some of the money back from my credit this woz before Christmas all I get is it will be in your account in 3 to 5 working days. This has happened 7 times now then they gave me a date it still never went in now there saying 5 to 10 days. Now there saying it's because I have a bill going out. DISGUSTING......”

Helpful Report

Posted 4 months ago

“Good tariffs and app is superb.”

Helpful Report

Posted 4 months ago

British Gas is rated 1.2 based on 3,120 reviews