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

“DO NOT GO WITH BG it will cause nothing but stress in your life they have the worst contact centre i have ever come across they lie continually the staff are so untrained its a shambles. I have had on going complaints since may with them i have phoned up 22 times n done 12 web chats all they are concerned about is as they say can i shut this complaint down!! There is a reason why BG have 50,000 outstanding complaints to deal with so pls DO NOT GO WITH BG you will really regret it”

Helpful Report

Posted 4 years ago

“Terrible service”

Helpful Report

Posted 4 years ago

“I have had a problem with my smart meter for over 3 months and have called on numerous occasions, to be told on one occasion by Ingram ( apparently he’s one of the managers) that the smart meter will take 7 days to come back online, 3 weeks later I’m still waiting! Amongst other lies by several customer services that they will log a complaint for me( to hear nothing) I keep manually inputting electric money like £30 every other week, I’ve been a customer for over 30 years and am about to leave 🤬”

Helpful Report

Posted 4 years ago

“Sugar. Wish I had read these reviews before l signed up”

Helpful Report

Posted 4 years ago

“Having received another automated threatening letter despite proactively registering account as new occupier. My experience both last week and today has been one of high incompetence. The tone and demeanour of the call handler was infuriating and disrespectful, add to the fact I have been told twice today that she didn't register us despite spending close to an hour with her last week. I'm still waiting to speak to someone and pay my bill. I will leave British Gas as a consequence of their lack of ability, customer service and the ability to handle and receive or in fact answer calls. The automated processes which I reluctantly followed failed. Highly infuriated of the impact to me and will log a complaint with Ombudsman. AVOID BRITISH GAS at all costs!”

Helpful Report

Posted 4 years ago

“Absolutely diabolical sham of a company. Shouldn't be allowed to call themselves British Gas as most of their agents are overseas. I finally got out a few months ago after having issues with them for 2 years or so. Truly don't care about their customers. Web chat is basically non exsistant,although the company use this as one of their methods of asking customers to get in touch. Email complaints not monitored blaming Covid. Other companies are managing to get back on track. The phone system is a joke. Agents hanging up when they not able to deal with complaints. Promises to call back but rarely do. Obviously BG get in touch when they are owed money. Just cannot describe how I felt when I needed to speak to them and no way possible. Reading reviews on here are shocking. BG should be taken to court and taken to the cleaners. Im now with 🐙 Energy and they are amazing. Fabulous, caring and delightful advisors. BG agents basically are not trained enough to deal with complaints. Maybe they should employ their agents from this country to help with unemployment. But no, its much cheaper to use overseas staff. What a joke of a company. Would put 0* stars if was able too. AVOID.”

Helpful Report

Posted 4 years ago

“I have been without electricity for 27 hrs when you are able to get through to the call centre they either cut you off or give yo a false promise that en engineer will come out no one does this company is a disgrace have nothing to do with them”

Helpful Report

Posted 4 years ago

“Held on phone for 47 mins before phone was answered then held for another 10 mins and was then disconnected”

Helpful Report

Posted 4 years ago

“had The worst experience I've ever had. I suffer from a chronic illness and I find it hard to deal with phone calls and emails also . I requested last year to receive paper statements and if someone could do my meter readings neither happened. Couple of weeks ago my amount taken from British gas went from £120 to £200 without warning , I've had to give up work due to my health so money is very tight ! I spoke to multiple people for hrs over the phone I managed to get a refund from my bank as advised by British gas and to cancel my direct debit and to start it again after a week. To then have British gas take another £200 without a direct debit ! When I called about it I was told a manager would call me back within 2 hrs this has not happened and surely illegal? I feel completely let down and offered no help from this company at all even though they said they would , they say they are there to help people even on the message when you call , but they don't , they don't care what trouble people get in they just want all the money they can get.This has caused me alot of stress and upset not just from the money amount but from the shocking costumer care. DO NOT go with company !”

Helpful Report

Posted 4 years ago

“Abysmal customer service and support has led to three errors on my bills and accounts and led to me being sold a product I didn’t want by mistake. Three official complaints later and they haven’t done anything and don’t care. Happy to never ever work with them again”

Helpful Report

Posted 4 years ago

“Worse company I have ever dealt with they are only interested in taking your money,customer service is zero they really are not interested please don’t use this company.”

Helpful Report

Posted 4 years ago

“If I could review as zero stars I would, without a doubt the worst service I have ever received from a company, if considering joining, simply don't bother, in the 6 months I was with British gas, I was given 3 separate smart meter slots that were all cancelled 2 the day before and one of which I wasn't even informed of, I was left without gas in the property for a period of 48 hours due to an error and from BG and incorrect information. The complaints I raised were not originally logged and when they finally were, were not dealt with correctly I'm still waiting to receive acknowledgement of 1 complaint some 4 months on. It takes circa 45 mins to get through to anybody in the servicing team and when you do their call centre is based in South Africa where if I'm honest nobody has a clue what they are doing, I've been hung up on countless times, given incorrect information countless times, promised something that ultimately I'm told is not possible on a subsequent call countless times and still 3 months later awaiting compensation owed from another complaint. As initially set out, awful customer service, terribly run and would avoid at all costs don't consider based on their so-called reputable name you will be extremely disappointed. Hope you find this helpful!”

Helpful Report

Posted 4 years ago

“Like many people, we have now had our annual boiler service appointment cancelled yet again - for the third time. A fourth appointment has apparently been booked. If this fourth appointment does actually happen the service will be c.8 months late....however, I am assuming this 4th appointment will also be cancelled (either on the day...or perhaps no-one will bother to let me know). One gets the feeling (unsubstantiated I have to say) that the poor employees are being pressured to be deliberately misleading and disingenuous with customers about the reasons for this appointment chaos. But they are still taking the monthly direct debit, of course. Will people receive refunds for the money BG continue to take, whilst not being able to provide a service in return? Or compensation for the long term negative effect of a late (or non existent) service to a boiler?”

Helpful Report

Posted 4 years ago

“I gave you metre readings from the house I had moved into, but you still tried to rip me off with an estimated bill, and before this could be resolved, you passed the inflated bill over to debt collectors! How would you describe your behaviour other than disgusting?”

Helpful Report

Posted 4 years ago

“Avoid at all costs. I have a small care home and we had a new Boiler fitted by British Gas and took out a service plan. We called them out for a service and they condemned their own 2 year boiler and cut it off. Our residents all over 85 years old had no hot water. I called them numerous times to come sort out the problem. I complained now over 4 weeks ago. No one has bothers to reply to my complaint or call me. I posted on Twitter and Facebook. I get a message to PM them. I do and all they say is contact the customer service team, which I have and nothing. Avoid avoid at all costs. They really don’t care.”

Helpful Report

Posted 4 years ago

“Dear British Gas, In July of this year, I had become so distressed with the constant calls from your overseas customer representatives I decided I could not cope with the amount of harassment they were causing me. To give one example, they called me over a dozen times after me hanging up asking them not to call back. For this reason, I tried to use energy provider that does not call me using a comparison service I then learned I am in a fixed contract until July next year with yourselves. I specifically and again on multiple occasions, explained I understood this and that I would be moving energy provider as soon as my contract ended. I have raised a complaint over the phone with yourselves yesterday and it was explained the issue lies with a third-party agent Bionic Services Ltd. I do not believe this is accurate. My personal information has been passed to an agent, without my consent. This is illegal. Please can you confirm that you can ask any agent that my information has been passed to, to be destroyed. I am told by yourselves that it is not your responsibility as the agent is the entity that is contacting me, however they are contacting on your behalf – therefore it is your responsibility to stop the harassment. As I explained to the customer service representative yesterday, if the harassment continues, I will take this matter further. Regards, Tobias”

Helpful Report

Posted 4 years ago

“I have had homecare for years. British gas are trying everything to sell me a new boiler and a powerflush rather than fix the issue. Apparently they don't replace heat exchangers on their contract but there is nothing to this effect in the contract I have with them. There is an exclusion about sludge/limescale if they have previously told you about the issue - in my case they hadn't (boiler serviced for years with them) but they are still leaving us without hot water I am devastated I have wasted so much money and time with this company. They don't care if you have no hot water or heating, they don't want to do their duty Also an engineer (John Oxley) was incredibly condescending to me (a woman), but not my flatmate (a man). He continuously talked over me, told me to listen whilst I was talking and used his mask as an excuse for his rudeness. Also he has done nothing at our visit which we have waiter 5 days for - he has not taken the heat exchanger off, not cleaned it and he left us without hot water. Instead I got a call to get a new boiler in from the installation team - I did not ask for that!! I am so upset, tired - and have no hot water”

Helpful Report

Posted 4 years ago

“British Gas sent their attack dogs Avarto to our business property to issue a notice of disconnection for an invoice we had paid 9 months earlier but they hadn't allocated properly. I wrote a formal complaint letter which they eventually acknowledged and stopped the action. It turns out that at the end of their internal investigation that they owe us 2p, well done British Gas. Another scam they work is to send out their invoices late so they arrive around the due date. They then stick on a late payment charge of £45.00 onto your next invoice just as a little bonus to themselves. What a great company they are certainly NOT. We are now moving all of our accounts away from them and I hope they rot away completely going bust and putting all their rotten staff out of work.”

Helpful Report

Posted 4 years ago

“Had our gas boiler service cancelled three times at the last minute after having used annual leave for this. We were promised that the third date would happen but was let down again. Poor indifferent service when we phoned to complain. Have now let British Gas and trying to get compensation. I would urge others to leave this company and seek an alternative. Centrica should have this utility taken away from them.”

Helpful Report

Posted 4 years ago

“Awful customer service. Recently bereaved. Been trying to sort account since beginning July 2021. Impossible to sort. Will be leaving British Gas ASAP.”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,208 reviews