British Gas Reviews

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

1.2 Rating 3,205 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,205 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 20%
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 10th October 2025

104

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

“Zero stars!! We have been with British Gas for 25 years and never had a problem until now. The new IT software that has been fitted last year is not fit for purpose, maybe it is the same software that the Post Office had installed. The old system was easy, you went on to the app and put your gas/electric meter readings in, the bill came back and taken out of my account after 10 days. Now i get an estimated hiked bill, i put the correct readings in to the app and they still take out the estimated abount. Last time i went on the phone i was on an hour, passed round to 5 different people, could not understand me (or them) and hung up on me. The customer service is terrible and there is no service, 1 woman told me to listen, i told her to listen as we are the customers! So yet again an estimated amount has been taken out of my account of 3 times more than it should be. Had enough of this company so will be changing to another service provider. Do not go with BG at any costs!!”

Helpful Report

Posted 1 year ago

“The cost of gas with British Gas is astronomical and their website / app is ridiculous. For such a 'big name' energy supplier, you'd think that their customer facing tech would be of the highest standard, but it's not even functional! Since they've updated to a new system, it constantly throws errors when I try to login, yet on their website, they claim to have carried out a series of thorough tests to ensure it's appropriate for their customers. If you call this final product riddled with system errors thoroughly tested, then you've completely wasted your IT budget for the last 3 years and should reconsider you QA team.”

Helpful Report

Posted 1 year ago

“I have had a similar experience as others, in that I was given a hugely over-estimated bill (it went up to £10k before I had the Ombudsman step in), and they didn't seem to think there was anything wrong with this estimate. Throughout the whole year, it was a constant fight that went nowhere. They didn't even question why a single person in a small house would use an industrial amount of energy, but they were hellbent on getting the money from me anyway. Their customer service was absolutely no help, they just kept saying "we're working on it" while demanding thousands of pounds from me (and despite my meter readings being incorrect, which they knew about). I'd been warned about them for years and only became a customer when they absorbed the company I was with. Truly the worst experience I've ever had with an energy company, and it only lasted a year. Avoid this company if you don't want to pay more than Amazon in energy bills, be gaslit, or have all your concerns ignored. Oh, and they won't apologise for any mistakes they make either. I'm happily with Octopus now but I'm sure BG will find a way to demand more money from me somehow...”

Helpful Report

Posted 1 year ago

“Cannot retrieve automatic readings always asking for reads taking money they just billing you taking your credit then taking direct bebit also always problems computers down meters down for the last 3 years I’ve been waiting for them to sort meters out joke of a company”

Helpful Report

Posted 1 year ago

“Zero stars. Avoid at all costs. Locked out of app and on line account for weeks. Several hours on phone/chat ‘facility’ to no avail. Off shore SA call centres where there really is no sense of urgency. Even received a voicemail saying they were pleased to see I had accessed my account (I had not, so who the heck had? GDPR breach??) Even when calling the retention team I got through to three different people, all seemingly unconcerned, one snivelling and snorking, could just picture him wiping his runny nose with the back of his hoodie sleeve. Can’t wait to transfer out.”

Helpful Report

Posted 1 year ago

“Dreadful customer service. Don't listen to word you say. Can't view bills online as too small. Have repeatedly asked for paper copies to see what I am paying for but don't send them in time for their payment date. Smart meter not reading correctly. They refuse to do anything about it. Awful company.”

Helpful Report

Posted 1 year ago

“Zero stars !! Avoid!! Staff are not trained and do not know how to fix their own mistakes. I have spent several hours on different days trying to get their mistakes fixed over the past 3 months …. Still not fixed. Now putting my complaint to the energy ombudsman to see if they can help resolve it for me. As soon as this is fixed, I’m will be moving suppliers ASAP. …. I am a vulnerable person and what they are putting me through is shocking. Please go somewhere else for your own sanity.”

Helpful Report

Posted 1 year ago

“Absolutely and utterly impossible experience. 4 attempts, before they finally made it. The first excuse was, they couldn't stop because there's a yellow line. The yellow line, is along the main road. There's an entrance and they were specifically told to contact us so we could open the gate for them. The second excuse was that they couldn't find the place The third excuse was that they rang the doorbell and nobody answered. We were literally walking to the door, as we saw them drive off. But because they wouldn't let you have the driver's number, we couldn't even call them. When we finally got them, they did do the job. But my god was it a nightmare. Just save yourself the headache. Unless you love headaches and broken promises.”

Helpful Report

Posted 1 year ago

“Avoid like the plague if you want to keep your sanity.”

Helpful Report

Posted 1 year ago

“Awful harassment call from British Gas one of their managers Joe - abused me on call. I am shaking”

Helpful Report

Posted 1 year ago

“Your app is hopeless. Still showing balance at 12am on 9th even though I topped it up twice since then. Always used to show the updated balance when you topped up. Getting worse not better.”

Helpful Report

Posted 1 year ago

“They changed systems messed up an account that was in credit fom day 1 Call centre could not care less keep asking same questions 4 or 5 times then put you through to someone else who does the same questions then put you through to someone else who does the same then hangs up. 30 minutes wasted minute when my acc is fixed i am off even if i costs more (which i doubt)”

Helpful Report

Posted 1 year ago

“The worst energy company in the world… The worst energy company in the world who takes pleasure in bullying small businesses. We moved into a new office, and they have appropriated energy bills accrued before we took the office to our business. Every attempt to explain the situation has fallen on deaf ears. They have now resolved to send debt collectors after us. This is shocking and pitiful!”

Helpful Report

Posted 1 year ago

“Horrendous customer service. Over charged on my tariff. Hours of waiting to speak to someone only to find they don't have the knowledge to rectify the problem. Put through to another department only to be cut off.. Avoid!!!”

Helpful Report

Posted 1 year ago

“Terrible, horrible app. Unable to see gas usage, despite having a smart meter, unable to review history, no indication of winter warmer credits, often have to use old app to get a trust picture. Whoever authorised this release should be sacked,and the developers .need to learn some basic skill in website development. Truly awful. Look at Ovo EDF or octopus. Simple clear apps. Scrap the BG app and start again.”

Helpful Report

Posted 1 year ago

“I called them as I have no supply of gas and after getting through security he said " this is how I'm going to help you ". Then he hung up on me . So rude”

Helpful Report

Posted 1 year ago

“British gas are absolutely rubbish. They've locked my account and I can't get into my account unhelpful staff wish I wasn't with british gas bad service.”

Helpful Report

Posted 1 year ago

“I just want to pay you some money British Gas if you are listening. Please take my money ! Please don't let me spend a fourth day on the phone to you - pretty please. 4 hours of my time is no problem as I don't have anything else to do. And I don't really want to speak to a 7th person if I don't have to - 6 was more than enough. We are on the 4th version of the same bill for the same meter readings but I really don't mind the 4 hugely different amounts as it's only money after all. If the 2 managers who were going to call me back 2 days ago and then again yesterday can find some time in there busy calendar to just take little-ole-me's payment that would be really appreciated and take a huge weight off my mind. I've got my meter readings ready and my debit card waiting. Just give me a call and I can pay you. It's really simple and straightforward - 2 meter readings, a debit card number and no more than 5 minutes of your time is all I ask. Go on........pick up that phone and call me.........please British Gas..........please let me pay my bill....oh go on !!!!”

Helpful Report

Posted 1 year ago

“After a horrendous day of speaking to different departments and being cut off three times because the engineer did not turn up l finally got through to a lady called merlene this lady sorted everything for me Can l say for the six people who l spoke to today this lady was the only one who could sort my problem Mrs Shirley Wilkinson”

Helpful Report

Posted 1 year ago

“I have been with british gas homecare for years. However this last week I have had an unbelievable experience. The boiler was serviced 6 weeks ago by British gas and given a clean bill of health. The boiler has since developed a loss of pressure so I contacted British gas they sent a contractor out to fix the fault. I was told by their contractor that its to much hassle to fix and that he had asked British gas to quote me for a new boiler which I had not asked for, commission im guessing!!!!!! I contacted British gas and asked for them to send one of their engineers to look at the boiler as it had only just been serviced and not to send a contractor. The engineer turned up today and said the boiler would need to be taken off the wall to fix it, I said that's fine the part is covered under the homecare agreement and then the reply was well the flue is also rusty and they are not available anymore and it might get damaged if i took the boiler of the wall. I mentioned this boiler was serviced 6 weeks ago why was this not picked up that the flue was rusty engineer said we didn't service the boiler it was one of our contractors. Not our problem the contractor British gas uses has been sacked and its your responsibility to maintain the boiler shocked was an understatement. I thought I had a contract with British gas to maintain my boiler, engineers response was the phone being hung up on me. I am now wondering if British gas has contacted all the properties that have been visited by this contractor to check the work that they carried out is OK before they were sacked or maybe I'm the only one who has a rusty flue that is not safe.”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,205 reviews