British Gas Reviews

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

1.2 Rating 3,138 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,138 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

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British Gas 1 star review on 1st May 2025

British Gas 1 star review on 2nd December 2024

Richard Parsons

102

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

“No person wants to help in India (call centre) still waiting for a call back over 3 hrs now. A simple task of registering a new build for gas and electricity ...”

Helpful Report

Posted 4 years ago

“BG service has progressively deteriorated over recent years; definitely PRE COVID-19. I have had full homecare cover for 9 years, brand new boiler under full warranty. I've NEVER had the same "engineer" twice. At many visits each "engineer" panics my tenants, tells them the boiler/heating/gas are unsafe. Each time BG quote v expensive repairs & often full boiler replacement. When I meet /call them & say "Go ahead, I have full BG coverage, zero excess, including warranty boiler replacement" the problem suddenly disappears. Completely. Every.single.time. Took me a while to figure this all out. Just one example - one visit in winter 2019 I waited over 2 weeks, no heat/hot water, stressed tenants; after 2 visits, 2 separate quotes for unneeded £££ repairs & even a new boiler, I attended & met the 3rd "engineer", who had driven down to W1 from the Midlands. I wanted full details. He told me both prior "engineers" were wrong, what I needed was... a power flush! Bingo. Power flushes are not covered by Homecare. Kerching! He spent an hour drawing, explaining, had me convinced. He wrote me a ££££ quote, then left. I immediately solved the actual boiler problem myself (released pressure via pressure valve). BG wrote to confirm ££££ power flush quote. I phoned (still convinced at this stage) to book power flush - "Sorry, no-one available, try next week". After 3 weeks of this, I asked the chap to just make a note that I accept the quote & to book it when the next slot is available. No. I would need to keep calling BG every week. After much to-ing and fro-ing, he very rudely said there was no availability for the next 6 months, and likely not after that either. When I asked him what he would advise me to do, he just shouted at me. I said so BG have quoted me for something they could never deliver. He shouted at me and hung up. I read around & found that BG notoriously advise a power flush when there is nothing else billable found, so I put it down to experience. The past year has been atrocious, the BG app no longer works for landlords, the website non-functioning for days, no-one picking up the phone, just recorded messages to use the app/website. When website finally up, "engineer" arrives for blocked drain & leak, he tells tenants he does not do leaks, they need to book call specifically for leaks (which I HAD done). Could not rebook as website down again, no-one answering. I've spent the last 3 weeks trying to book gas safety certificate online with the website not accepting the booking, instead repeated messages that GSC was not due (it expires Tuesday!). I tried the live chat, explained all, was told to "book it on the website", explained again, told to book it on website again, explained again in CAPITAL LETTERS, the operator disconnected. I spent 3.5 hours on hold yesterday, constantly being redirected to website, finally got through & got a human to book GSC for Tuesday. I recently received my annual renewal quote - £696, a 20% increase for 9 years loyalty. I spent 45 minutes on hold today, finally got through & got a human to renegotiate renewal price. Whilst talking to the (lovely) BG phone operator, I checked new customer prices online (£503 for exact same cover). I supplied my other phone number for this quote; within seconds BG sales called me on that number, keen to sell to me - it seems COVID-19 does not affect them SELLING at all... That was the last straw, I cancelled the contract (& operator recorded a formal complaint).”

Helpful Report

Posted 4 years ago

“Absolute joke left 2 weeks with no heating in living room once new radiator fitted heat would not work downstairs tole engineer would arrive 2.30 then changed to 6 rang again told on there way still waiting 2 hours later”

Helpful Report

Posted 4 years ago

“Dreadful, can never get through to anyone and they cancel scheduled appointments left right & centre! Do not recommend.”

Helpful Report

Posted 4 years ago

“Awful service, they have cancelled my boiler service 3 times now and when I tried to speak to someone they put the phone down on my (and no i wasn't being rude to them). £350 a year and it hasn't been serviced in almost 16 months...thats if they don't cancel AGAIN!!”

Helpful Report

Posted 4 years ago

“No heating or hot water. Booked an appointment which was a wait of 5days then my appt has been cancelled to 1 st April which is in 21 days time. No heating or water for 26 days!!”

Helpful Report

Posted 4 years ago

“Cancelled my appointment AGAIN. They said its going to be another 20 days without heating because I'm not in the vunerable catagory. I have lived in my coat, with blankets, for the last few month even when it was minus 5 degrees. I'm more annoyed that this is down to greed than your customers having to live in absolute misery. You should be ashamed of yourself BRITISH GAS!!”

Helpful Report

Posted 4 years ago

“tried to renew my contract on my letter gave me how much standing order etc no answer on the phones so went on chat more expensive if you use chat , also my address was completely wrong”

Helpful Report

Posted 4 years ago

“Disgraceful service. I have been without heating in the front room since November 2020! They have now cancelled several appointments and are still taking just under £100 a month from me for homeware. The truth of the matter is they don't care and are not honouring the home-care contact. Really poor service!”

Helpful Report

Posted 4 years ago

“Phoned to check some statements issues one of them being the Standing charges the guy on the phone though that he is being funny by saying that is different charges as thought the year there are months with 30 days and 31 days when I told him that i was charges or £8/month or £33/month just for the standing orders he repeated the exact same thing. He did not helped with any of my inquiries was an awful useless phone confirmation. Shockingly rude & unpolite unprofessional guy who even started to sign while I was trying to find a solution on my problem. my tariff plan supposed to be £45.00 and in the past 4/5 months I been charged only £12.00 and now obl I have outstanding bills to pay and the guy literally said that during winter time their charges are going up and summer time is going down interesting cuz during summer time I payed £45.00 and wow winter time £12.00 hm looks like for he is using heating during summer not during winter”

Helpful Report

Posted 4 years ago

“Appalling service, have waited 4 weeks to get an appt for a leaking boiler. Checked my account to see if they are on their way to notice that the appt has been changed without my consent or notification. Why do I have homecare!! It is impossible to speak to a human being. The company are a disgrace, they are offering services that they do not have the staff to deal with the work. They need to change their advert to show how it really is!!!! waiting weeks for an appt to then get it changed”

Helpful Report

Posted 4 years ago

“Difficult to communicate and very expensive for their astonishingly poor service. Be careful with their bills. Could be wrong for many reasons, as they say.”

Helpful Report

Posted 4 years ago

“Homecare service is a big rip off and BG doesn't follow their own contract. With homecare, we are supposed to have the gas boiler (installed by BG) checked every 12 months... the last two times it was checked, was almost 18 months since the previous check. Then, had a problem with washing machine (under homecare), called them and they could not send an engineer out before a week! The inconvenience of not having a washing machine is one thing, but as our fault caused a small fire (luckily extinguished by brave husband), we don't feel safe waiting this long. We have been on homecare for many years, but will be cancelling now.”

Helpful Report

Posted 4 years ago

“Made appointment on 9jan for 22feb then never turned up so just rang to sort it no apologies told them mum was 93 said someone would turn up between 8 in the evening and 6 in the morning”

Helpful Report

Posted 4 years ago

“Found them good up to now had boiler instaled had a few teathing problems but got it sorted”

Helpful Report

Posted 4 years ago

“Absolutely hate bg, I pay my bills only to be greeted with more bulk bills a day later! Get a bill call them and on the same date as the bill I have they have a higher number to pay from the same date. Moved my gas and was paying what bg had recommended and already in a large amount of credit however ever since being with bg it's constant debt of 400-800 woth months payments of 250. Frauds!”

Helpful Report

Posted 4 years ago

“Rip off merchants never again there's only 2 of us in house 100 pound a month cost us another grand to leave 2200 for 2 people in a mid terraced house fumming isint the word disgusted”

Helpful Report

Posted 4 years ago

“Awful service. Moved into a new house in October and realised after a few that the meter reading hadn't changed. Spent hours on the phone trying to get through to BG. Eventually managed to get them to book an engineer visit to fix the meter. This was organised in December for February. This was subsequently cancelled due to "covid and lockdown". No idea when/if they will rearrange. We are paying an estimated amount for gas and have no idea if this is remotely accurate or not. We want to change supplier to a better tariff. We inherited a variable rate tariff which will be increased on on 1 April. Complained through the on line chat for complaints. Simply told that covid and lockdown meant an engineer couldn't come. This is difficult to understand a year in to the pandemic. Other companies seem to manage to send out personnel (eg I have had to have my oven fixed and Neff had no problem sending an engineer). Given that the meter is outside and the boiler immediately inside the back door, an engineer would not have to have any contact indoors with us. Meanwhile we are stuck with an uncompetitive tariff and cannot change supplier. The web chat complaints person told me I could change to the fixed tariff but I explained that we did not want to stay with BG and be tied into a tariff with them. He said it was a customer choice to be on a variable tariff! Pointed out it was a customer choice to be able to move supplier but they were preventing us doing this. I was told that they had opened a complaint and then closed it despite having left the matter unresolved. Sadly BG are and have been for a long time a terrible company for customer service. Feel trapped by them on an expensive tariff. Avoid them if you can.”

Helpful Report

Posted 4 years ago

“They set my tariff very low all the time telling me that it was correct then at the end of the year gave me a bill for 780 pound. This was not a mistake they did it to lock me in to there company .”

Helpful Report

Posted 4 years ago

“Booked a repair 3 weeks ago I am a key worker changed without letting me know very rude appalling customer service not the first time this has happened”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,138 reviews