British Gas Reviews

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

1.2 Rating 3,209 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,209 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 26th December 2025

106

Anonymous

Anonymous // 01/01/2019

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

“Once you are their customer, they don't care you. They are good with their user interface, attractive pages and packages and customer service only till you buy their services. They give you false promises, for example - if they are to inspect the gas hob or boiler and they fix an appointment, they don't turn up. You sit like a fool whole day wasting your holidays and earnings. They really don't care. Also in case of emergency - like tap leaking or etc,. they again promise and fail to turn up. This is because they are having lot of customers and they are in huge profits. They don't have enough resources. Even if someone turns up, they are very rude as if they doing the job for free.”

Helpful Report

Posted 8 years ago

“Charged us a substantial amount for our final gas and electric bill wich they say is an estimated bill although we have always sent accurate readings my new supplier also sent them the readings. they have charged my account on two occasions within a few weeks of each other without any bills being sent to us letting us kno that we about to ripp you off wich could of gone against my credit history or debt with my bank if ther was no money in my account they did say we did send it but when i asked for a copy of it it's just a coincidence it wont let them send me another copy? Ye righ.Even after supplying metere readings they refused to resolve. they tell you we will pass to our experts that have no clue. end result is they want me to contact our new suppliers and get them to send them meter readings when i can give them it and have. Also the customer sevice is a disgrace by faar the worst i was on phone with labona for over 45 mins wich she said she got to the bottom of and then cut it off and when i called back the lady i spoke to the second time had no clue as to what was going on because there was not much notes left so had to go through everything again only to be told that the bill is on my wife's name and they cant discuss with me becuse its data protection but have never had them ask this before this begs the question is our data safe in the hands of british gas? I will never recommend this company or its services to anyone again they should be ashamed to call themselves British gas if you are with this company i feel sorry for you. My fisrt call was made to labona at 11.07 on the 11/3/17 i don't normally leave reviews but new customers to british gas be aware”

Helpful Report

Posted 8 years ago

“Terrible experience, British gas estimated my final bill. Empty property, no gas usage and bill came to a £120! After hours on the phone they finally admitted the made a mistake. Now they are trying to charge a debt collection fee. I really feel for the old and vulnerable who have to deal with this company.”

Helpful Report

Posted 8 years ago

“Looking to have your boiler serviced by British Gas - DON'T! We have now been without heat/gas for two days due to the incompentence of British Gas Engineer! Our boiler was working perfectly well and reluctantly we had to have it serviced as per the Homecare contract, also we also had a small leak from one of the radiators. Engineer eventually came on the third time the appointment was made. The excuses were he had to go on 'emergency' call-outs. Pity he came on Tuesday 7 Feb he came to carry out the work. Next morning we could smell gas! Called the emergency services. SGN, who promptly sealed off our gas supply saying that there were two gas leaks coming from the boiler serviced by the British Gas Engineer! Rang British Gas to ask for an Engineer to attend to the leaks. They said that they were unable to get an Engineer to us until the next day! Asked why we couldn't have an emergency appointment as we had foregone our appointment for emergencies twice. Were told we were not in that category i.e. did not have a baby or inactive elderly person! My husband is 70 and I am 61. Appointment made and confirmation sent by text for the next day. Next day we noticed the leaking radiator which was supposed to be fixed was still leaking! Waited in for the elusive Engineer. Although in constant contact with British Gas Team that day, assuring us the Engineer would be calling, he didn't!. Was told there was a failure in their booking system! Not surprised as they are dealt with in India! Lost in translation or not concerned about their customers?? British Gas try to obtain new Homecare customers with propganda on the web when they clearly are not able to deal with their existing customers! Here are some of the quotes from their website trying to entice new customers, which are total lies as we are still without heat/gas!!! We’ve got over 6,000 engineers ready to help you get your central heating and hot water back on. Well they couldn't find ONE for us!! You can call us 24 hours a day, 7 days a week. We’re there whenever you need us whether you're a customer or not. Sure you can, but you will still be without heat due to the incompentence of their engineer!! Our engineers call ahead so you know they're on their way. Still waiting for the call!! Also looks like my Tweets have been deleted from British Gas Twitter page!!”

Helpful Report

Posted 8 years ago

“Shocking customer service, abysmal response and useless dispute resolution. Failed to update my details, even to the point they said I wasn't a customer, despite taking my money by DD. They used false meter readings to bill, blaming me for the previous supplier giving them incorrect information. They also put me on a standard tariff when I asked for a fixed tariff. Oh, and when I moved home they continued to charge me for a homecare service on the previous property, despite being informed of my new address AND they set up a new service for the guy that bought my old place, so it's not like they didn't know. Absolutely the worst energy supplier - and when you consider how bad some of the others are, this really is a dreadful indictment.”

Helpful Report

Posted 8 years ago

“Don't even think about signing up to British Gas. It's way more expensive than the other companies for both gas and electricity plus they have 26p per day standing charge for both meters ( Electricity and Gas) no matter what type of meter you get, PYG, Prepaid or smart meter. Also Customer service is the worst, they swear at customers, 3 different people from British Gas hanged up on me in one day.”

Helpful Report

Posted 8 years ago

“day before xmas eve boiler started to leak ,engineer called ,but could not fix leak ,so what an outlook,no heating and no hot water,but engineer assured us would be fixed next day and we would be fine for Christmas.But next day by 2pm ,in our seventies,cold ,and no hot water I called british gas and was assured someone would fix boiler by 6pm,this did not happen and things got worse when water from boiler leaked into electrics and blew our power,and theywill have the cheek to up our yearly maintenance plus£50 call out WHAT A RIPP OFF.still waiting.”

Helpful Report

Posted 9 years ago

“I have been British Gas Home Care customer for a long time. When I joined the plan, a BG engineer was visiting us within 24 hours. They asked about the fault and tried to fix it asap. I contacted them on Saturday morning and an engineer was only available on Monday afternoon. They have not asked about the fault code or what happened, so I worry that it would take more time and visits before they can fix it. It is late autumn and the cold front has arrived to London.”

Helpful Report

Posted 9 years ago

“Shocking! Terrible customer service. Going through the complaints team and have been on hold for 27 minutes!!!!!! Not happy at all....... 4 broken call outs and each person I have spoken to has given me some shitty excuse!!!”

Helpful Report

Posted 9 years ago

“We inherited an account with this company via 'Sainsbury's Energy' when we moved house. What dreadful customer service, and the energy cost was expensive with it. We have switched away now, but the communication was appalling as well as aggressive, and the company impossible to reason with when things went wrojng. Customer service are either not empowered to help or don't care enough to try, and every time I contacted them by phone or email I had to deal with someone else. I will avoid this company for life based on my experience an would strongly advise you to do the same!”

Helpful Report

Posted 9 years ago

“Never have I recieved such awful customer service or appaling treatement. On the 10th February I received a visit from an Engineer and what can only be described as a women hating, intimidating Warrant Office to inform me that I have a large debt with British Gas and that pre-payment meters will replace the standard one that I had. This Warrant Officer refused to show me the paperwork when I asked, stating that I would’ve received it and implied that I was lying when I told him I have received no letters from British Gas (Please note I have proof that British Gas has been sending lots of letters addressed to me to the wrong address – this has only just been changed on your system due to British Gas’ error and not mine). Several times the Warrant Office raised his voice to me and pointed in my face while doing so my children were stood behind me shaking with fear and crying from being so scared. I asked him on several occasions to stop shouting at me and pointing in my face, when I asked him to show me his ID badge as I wanted to know his name to complain he would not show it to me. In a letter from Laura Mortin – Customer Specialist at British Gas, she stated that the Warrant Office advised his ID badge was on display. This is an outrageous lie as he had his hand held machine (I believe an iPad but could be a tablet) held in front of it while snarling at me. Please note that the engineer who attended with him heard and saw all of this and I would expect him to tell the truth. The engineer was the only person to enter my property as my two young daughters were petrified I’d let the “big bully” in from outside (Those are the words my 4 year old used). I am disgusted that British Gas employs and sends people like that out to intimidate and scare their customers (and their children). As it turns out you had the incorrect address for me. You’ve been supplying 2b with gas and Electric but have been sending all correspondence to 28. I have spoken to the people at 28 who have confirmed they’ve received a lot of letters with my name and they’ve been sending letters back marked with not known or addressee unknown. They are willing to make a statement to that affect. Due to British Gas’ mistake not only have I been forced to pay outrageous costs for gas and electric through the pre-payment meter but I was actually charge for that privilege of them installing the god awful meters! Knowing the above facts about British Gas’ blatant mistakes I’m unsure why you are refusing to change my meters back from the Pre-Payment meters. I’ve already tried to explain that I would’ve been willing to pay more than the £6.50 each a week and that the debt mounted up was because of me not receiving one letter or phone call about this. Even after explaining about the above address issues and telling British Gas my address is 2b and not 28, the reply to my original complaint was sent the 28. Is it any wonder I haven’t been getting letters when you are still sending them to the wrong address.”

Helpful Report

Posted 9 years ago

“On haart radio there was an advert for 50% off on new boilers. Called to ask for a price. Their call centre guy was really arrogant and rude. Asked him to put me through to someone else please and he will keep asking why, then British Gas sent someone over to price the boiler and the cost was £3600+. Which is the double cost for the same boiler as my friend had it for only £1500 along with installation. Moral of the story, just don't accept the price and buy it if it says *half a price*”

Helpful Report

Posted 9 years ago

“My advice is to steer well clean of this corporate leviathan. If you have a problem and it doesn't fit neatly into one of their 'categories' you haven't a hope in hell of getting it resolved. British Gas have our domestic property mistakenly listed as a business. Despite three years worth of letters, emails, phone calls and promises we are still listed as a business. We recently tried leaving British Gas, desperate to be rid of the incompetence, but they wont let us leave as we are a (Yep, you guessed it) 'business customer' trying to join a 'domestic' tarrif at another supplier. apparently 'computer says no'. I've now threatened to camp out at corporate HQ Lets see where that gets us. I'm not holding out much hope Avoid these idiots at all cost”

Helpful Report

Posted 9 years ago

“Rogue trading at its best. And simply out to rip you off!!!”

Helpful Report

Posted 10 years ago

“A bunch of incompetent CLOWNS !”

Helpful Report

Posted 10 years ago

“Poor communications. Asked a simple request for payment amounts for an old account, ended up with them sending a bill to somewhere I didnt live. They got the reads wrong to start with and constantly disputed my data even though I had photographic evidence. I would NOT recommend them to anyone, not because they are pricey simply because they need to shift up a few gears and sort out the service they offer to their customers”

Helpful Report

Posted 10 years ago

“BRITISH GAS have a very poor customer service record I am switching to either the Co-op or M&S for my energy.”

Helpful Report

Posted 12 years ago

“I wouldn't use British Gas even if they had the most competitive prices in the UK. Their customer service is dogshite”

Helpful Report

Posted 12 years ago

“Half an hour so far on hold with British Gas 'Customer Service'. 16 bars of Coldplay and one advert on repeat. Explode? I wanna”

Helpful Report

Posted 12 years ago

British Gas is rated 1.2 based on 3,209 reviews