British Gas Reviews

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

1.2 Rating 3,174 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,174 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 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 5th September 2025

British Gas 1 star review on 1st May 2025

103

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very poor customer service, had nothing but problems. They don't listen they cause you a significant amount of stress and they don't listen. You get passed from pillar to post all the time. Awful company.”

Helpful Report

Posted 5 months ago

“am extremely disappointed with the customer service provided by British Gas. The staff I have interacted with have been rude, unhelpful, and sound like they are simply counting down the minutes until they can leave. I logged a complaint previously and was assured I would receive a callback, but no one has followed up. This lack of communication and professionalism is unacceptable, and it’s frustrating to feel like my concerns are being completely disregarded. I expected much better from such a large and established company.”

Helpful Report

Posted 5 months ago

“British Gas is probably the worse service provider in the country. Electric smart meter and smart monitor haven't worked for nearly five years, even though I have had a total of seven BG engineers take a look at it and try to get it communicating with their hub. Apparently BG have changed to a new system and it's all gone wrong. Does that mean there are thousands of customers with useles meters or is it just me. BG refuse to put in a new meter, even though they changed the gas meter, which is now working fine. I've been on chat lines for hours and made complaints but this multi million pound business can't sort out a little problem like this. I will be moving supplier when my contract ends and good ridence to BG.”

Helpful Report

Posted 5 months ago

“Smart meter stopped working, Impossible to speak to anyone, chat line over 100 waiting, website keeps taking you back to original query, call centre employee was hard to understand, told me to take a photo, told not to leave chat page or you would lose your place so how would I take a photo?”

Helpful Report

Posted 5 months ago

“21 phone calls and 5 complaints and still no further on. British Gas seem to think I have a payment meter and can’t move beyond the script that they have to read from to understand I have a credit meter, worst customer service ever, I’ll be contacting the ombudsman”

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Posted 5 months ago

“After submitting a complaint through Sup*reme*asset*7**@**gm*ail.**com I successfully recovered my stolen funds”

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Posted 5 months ago

“Terrible customer service. They always blame their systems for problems”

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Posted 5 months ago

“I have just recently had a new smart meter in stalled I am dual fuel British Gas have a new app for gas but they have not yet transferred over the electricity side of the app so it makes it very difficult to top up electricity as it does not work remotely on the app I have no way of checking how much electric I have when I am away. They keep saying they are working on the app to put electric side on it it has been a year now”

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Posted 5 months ago

“I'm too upset to even tell the tale. My two cents just just avoid them like the plague.”

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Posted 6 months ago

“Lucy. Do any of you read the reviews properly ? You spelt my name wrong. You said ring or use live chat BUT i tiold you I have done that several times. One says my smart meter isnt workung for the electric and I cant have a bill The next one says it is working and a billl is in the post but it never arrives !!!!! An engineer was booked but BGas cancelled it as said all is ok but still no bill. Now they are saying smart meter not working and an engineer will call 2 weeks time. I dont know who to believe any more. My last electric bill was 3rd October 2024 so I need an update a s a p .I am on priority but getting no help at all. Surely someone should ring me or call to sort this out. Really fed up with it all.”

Helpful Report

Posted 6 months ago

“👎👎👎👎👎 Hello, this company is really expensive and has really put us under pressure in the last few months. No matter what price you agree with them, they will charge you whatever price they want. I really don't understand how this is possible for a small family. Two adults and one child. I'm sorry to say but we are not in a good situation and this is really unfair. I know that people with poor financial means everywhere in the world have a hard life and are always under a lot of psychological pressure. I decided to express my opinion here so that my experience will not be experienced by anyone.🙏”

Helpful Report

Posted 6 months ago

“Avoid this company. For over 4 years they have been billing me for electricity consumption that is not mine. They ignore Citizens Advice and Ombudsman from which I contacted for help. They lie that they are taking care of things all the time. For over 4 years I’ve been struggling to correct the mistake as I want to pay for my electricity consumption .”

Helpful Report

Posted 6 months ago

“British gas has bad reviews because some customer service don't listen”

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Posted 6 months ago

“Been trying to get an engineer out since yesterday morning as pre pay meter broken. Spoken to about 8 different people each time have to explain again and given different advice. Often they just hang up on you or line just goes even if they seem helpful to start with. Give you references the next agent can't find nothing is joined up. Waited in all day for an engineer rang again at night and was told they'd cancelled but no one had told us. Parents are both elderly and no heating or hot water since Saturday so I am having to help them whilst working. Told they don't have an account for us time and again. Just appalling really such a big company can be so disorganised and leave old people they know are vulnerable and should be priority.”

Helpful Report

Posted 6 months ago

“Very bad experience, they never solve your issue, and even if they do they create another new problem. Very unprofessional and disappointing!!”

Helpful Report

Posted 6 months ago

“Very unprofessional services. Would never recommend British gas to anyone. They handled my switch very poorly. At the time of sales, I was told i would get a smart meter within 2 weeks. However, no one contacted me and upon chasing them I was given appointment with the engineer and was rescheduled 3 times after waiting through the appointment window. Upon 4th appointment I was told by the engineer that british gas doesn’t even have smart meters that are compatible with storage. In short, they’re highly unprofessional and don’t keep their words. They’re all about hogging customers but don’t care about their customers at all”

Helpful Report

Posted 6 months ago

“Moved to a new house, contacted Octopus for moving address, and found out the previous supplier was BRITISH GAS! GUESS WHAT? They were overcharging me with wrong meter readings far more than I use! The Octopus will now open a disputed against British Gas about my account! And I will report them to come here and do the reading much more than I use before handling the account to Octopus! I have been with OCTOPUS SINCE THEY TOOK OBER BULB! And it’s been amazing and they are very supportive with us! British Gas please don’t take advantage of Vulnerable people! I am disabled and I am shocked! I will report you to ombudsman! With a picture of all readings I have recorded! Shame I didn’t notice and understood until when I try to add on the app my readings and a red flag came up !”

Helpful Report

Posted 6 months ago

“This app does not yet work with my gas account and I am dismayed with my contacts with customer service who know nothing useful about when it will be working!”

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Posted 6 months ago

“Terrible - do not use them under any circumstances!!”

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Posted 6 months ago

“It's a shame that British Gas's default position if you leave them is you must be lying or deceitful in someway - I won't bore the world with my case as I'm sure everyone has their own headache of story, but after years of being a loyal customer (more fool me) an error, which they admitted to on their part, had dramatic knock on effects. I would highly recommend not using British Gas - if you do, just hope things run smoothly and that you don't find yourself with any issue created in error by them as they simply don't care to resolve it.”

Helpful Report

Posted 7 months ago

British Gas is rated 1.2 based on 3,174 reviews