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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Supply took over by British gas after collapse of People's Energy September 21. Expected teething problems but have never known anything like it...... Welcome don't do anything we will take over your DD....you don't have to do anything. Err Nothing 2 months later. Made emergency voluntary payment after 2 months at Xmas knowing debt only builds........till my first DD kicked in January....based on????? Rang to ask what, when,where am I up to what is my monthly average what is my true balance so I can educated guess my payments.........as by January had only received a no sense no correct info bill and another not due till April!!!!! Asked for monthly bill in meantime so can follow....don't do only quarterly (more potential underpayment time) Answer don't worry if you owe we will bill you in April....a fortune of debt of course....if I had not acted...... The app is as much use as a chocolate fireguard. Despite monthly uploading of my readings you don't get any real time balance....whilst guessing where are you up to.......especially as a new customer now in a different payment deal than before with clear online balance/usage at all times.......am now in a secret one. The direct debit app advice randomly goes up and down with no clue where the figure comes from......as yet no 2nd bill to compare to the 1st... No clue if it true usage or includes previous credit now transfered to my account....all part of the secret. And all this before the massive increases to come. All I want is accurate regular information I can monitor so I can keep up to date with my payments...... I have had resorted to paying extra money on account ready for the suprise catch up bill in April..... Am sure many people will not have done and will get more than a shock when after 6 months after takeover they finally see their true balance......just before it shoots up again. Have no problem taking on responsibility paying without being asked as common sense tells me the buck will land on my toes when it all becomes clear... But 6 months of nothing accurate to guess on or no information due to quarterly billing....when bill one was not up to date and bill 2 not even landed yet..... Need a crystal ball..... And an advisor who I can understand a word of ....and had no answers to the most basic questions part from oh don't worry April bill will have caught up. Thanks...... that be 6 months after takeover before have slightest clue.....”

Helpful Report

Posted 3 years ago

“The service My elderly mother has received the last few months since she moved house has been appalling. Countless errors and poor customer service has been unbelievable They still haven't answered my complaint. The latest installment is that she received a awful demand at her previous house to the occupier. Well 'British' gas have been told her new address and she has a dd set up. Not to worry they said. USELESS”

Helpful Report

Posted 3 years ago

“Awful app that doesn’t work well at all. So frustrating that I will be moving companies when my contract is up.”

Helpful Report

Posted 3 years ago

“As a landlord dealing with empty properties I cannot express how unprofessional and totally useless British Gas are. Their agents need better training and some need to have a better level of English. I have no control over who my tenants use as their suppliers but from now on I will strongly recommend they use anyone apart from British Gas!!!”

Helpful Report

Posted 3 years ago

“Feel like I’m repeatedly going over the same thing over and over again.Having had cupboards removed and flus looked at I can’t pay 10 percent of the cost until engineer makes sure there is now enough room.I can’t leave a boiler sitting my flat for a wile before it’s fitted as flat small and don’t want to break anything.”

Helpful Report

Posted 3 years ago

“The most painful company to deal with, my mothers account was transferred from Bristol Energy when they went bust and trying to get a correct bill is unbelievable, customer services don't understand what you want and struggle to understand. To be upon only from 9-5 on a weekday is unreal in this day and age especially when its an Indian call centre. They have sent an estimated yearly usage which is over 2 times what they originally predicted and twice as much as my mothers previous supplier. Painful to try and deal with”

Helpful Report

Posted 3 years ago

“Terrible app and terrible website, zero customer service and you have to wait up to an hour for that. Everything they do is designed to keep the customer at arms length, maximise profits and provide the customer with no value for money. They absolutely do not care unless you're buying a new boiler with them.”

Helpful Report

Posted 3 years ago

“British Gas need to give their staff appropriate training. Most of the time they dont know what they talking about. So sometimes had to hanged up then redial. They promise to call you but they never call you back. Someone I spoke have changed my bill date when I asked for something else and I didnt even have enough money on my account!!!! I have booked 3 appointment for the smart meter and each time I took a time off but No one turn up . They said I will get £90 compensation and am still waiting. Sick of it!! Am definitely leaving British Gas”

Helpful Report

Posted 3 years ago

“Sizinzi Maqina provided an excellent customer service throughout the duration of our telephone call. She was also very helpful. I would give a rating of 10 ⭐️ Mr F. Oladipo”

Helpful Report

Posted 3 years ago

“I’d thought that my 98 year old mother was just unlucky in the way that she was treated by British Gas. A quick look a rating of 1.3 out of 5 tells its own story not to mention the number of ‘sorrys’ on the forum (doubtless there’ll be another now). My mother was left distressed after three slot appointments were missed. One unscheduled visit occurred surprisingly late at night when she was in bed. Engineer put a card through the door. Two appointments were no shows. On another occasion the Engineer failed to knock, put a card through the door and charged off. Engineers no longer phone ahead when they are on their way. I suppose disgraceful covers this saga. There are other words.”

Helpful Report

Posted 3 years ago

“App is useless. Unable to submit readings. House cover is poor at its best - sent engineer to service my 2nd boiler. Should have been a gas fire so had to send different engineer.”

Helpful Report

Posted 3 years ago

“Apsoloute scumbags never going with them ever again. They rang me up to lower my payments saying i was in credit them let me rack up a huge bill without even ringing me to tell me when id started going into debit! Id put 0 out of 10 if i could”

Helpful Report

Posted 3 years ago

“Deployment of 28 months an minimum r&r on polish border British Gas cut me off I offered to pay full balance the refused as the commission is greater on pay as you go”

Helpful Report

Posted 3 years ago

“It pains me that I'm stuck having being forced to use this company, the level of incompetence is off the chart, horrendous customer care , they fail on every count 1 star is to much , hours on hold only to be disconnected, worst company on the planet”

Helpful Report

Posted 3 years ago

“Style over substance... No energy usage fingers for six weeks. Pathetic”

Helpful Report

Posted 3 years ago

“Every time I call up I get transferred to South Africa where they have absolutely no clue or compassion a out them.. never have I been disrespected so many times in my life. I can't even begin to count how many times they just hang up the phone because they can't handle a simple task. Why the hell are the calls transferred there anyway other than to save the company money. Tight ..... this company should not be allowed to operate and should be shut down immediately. I'm a vulnerable customer and am constantly left with no electricity or gas due to them trying to save money... il be reporting this further as this can't be allowed to happen to others!!!! Disgusting!!!”

Helpful Report

Posted 3 years ago

“Just what is wrong with your online account website, Energy usage has not been updated since February 16th for electric, no energy usage for gas at all, I recently moved house in January and had letters to say my account was up and running and information was being updated correctly from the smart meters. Meter readings are updated on the main gas and electric pages but looking at historical meter reads they show the initial estimated reading even though I supplied readings when I moved in. I had smart meters installed at my previous residence in 2017 and information displayed was very good and informative, continuous upgrades to the website have gradually removed information available to the effect that it is now a third rate service, upgrades to the website are just beneficial to British Gas and not the consumer, it is like they do not want the consumer to question what is shown, just the minimum info now. Smart meters were supposed to supply information to help you budget and take control of your energy usage. As it stands at the moment I cannot do any of this, it is very frustrating, no information so I can control my energy usage other than it is quick to tell you to adjust your direct debit up. I have no display at this residence and the one at the previous house failed to display correctly from day one, I complained about this to BG and to the energy ombudsman, the bottom line was there was a software problem that was known about and BG could not give a date to fix it and closed out the complaint, it is a joke. Ways of contacting BG to complain have been degraded, long telephone waiting times and anything other than billing you have to go on the chat, another nightmare, I want to be able to talk to someone or at least by email. I worked for many years on oil and gas metering and we would not accept a performance like this from a supplier or to who we supplied to but BG seem to be able to get away with this. Will see what happens on 1st. April once the price cap is removed and if the system starts to show correct data. Come on BG you cam do better than this.”

Helpful Report

Posted 3 years ago

“Again today a shocking experience.I have 3 children under 3 engineers changed gas meter to old style car meter put a tenner emergency on Thursday and British Gas systems haven’t been updated meaning I can’t put fuel on. Apparently it’s the weekend and nothing can be done. Guys I can be without a means to heat my property and cook when I have 3 under 3s . I’m so angry right now and this is the second review”

Helpful Report

Posted 3 years ago

“This company should not be allowed to trade. The worst experience I have ever encountered, I've had no gas or electric for over a week and still not resolved. And the call centre blatantly lie to you on the phone. Awful experience, avoid”

Helpful Report

Posted 3 years ago

“Absolutely useless company. Switched to them in September 2021 and not had a bill or been able to login since then (the direct debit of course takes money every month). Their website and app continuously say 'Oops something went wrong' or 'we are having problems try later' when logging in, the chat system, never cnnects to a real person (even after many hours) and its impossible to phone them as they are too busy. I have smart meters but they keep asking for meter readings which I can't provide because their site never works. Surely I have a legal right to see how much I am being billed each month? If there are tech problems with sites or apps then they should be forced to send out the bill via the post. Unfortunately British gas is one of only a handful of energy companies left now so not much choice.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,209 reviews