British Gas Reviews

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

1.2 Rating 3,141 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,141 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

“Lied to us about work affecting water pressure. Shower is now unusable! We were told over and over this wouldn’t happen. Also ran ugly pipes up the wall of our bedroom and did not make clear this was necessary. Awful.”

Helpful Report

Posted 5 years ago

“Every time a tenant moves out and we have to phone for new cards Getting though to British Gas is absolutely horrendous waited 45 min then got cut off then got though 30 min later to a Indian call center put me though to the wrong department nearly two hours later sorted it out”

Helpful Report

Posted 5 years ago

“Bad company, thieves, they come after you after years to try and steal from you. If you are their customer please ensure you keep Truck of records of up 6 yrs because they can come after you any time to claim for money that you don’t owe them. Poor customer services, I left British Gas almost 4 yrs ago I’m with a different company. I’m happy. At last peace of mind. I don’t have to pay £800 gas and electricity bills. After 4 yrs of leaving British Gas company, I had to trace back almost 4 yrs records of bank statements to prove to them that i have paid the bill the were chasing me for. I took boiler insurance with them they collected my money and after a couple of yrs something went wrong with my boiler, they couldn’t fix my boiler. They said they didn’t install the boiler so therefore, they won’t fix it. They left me with unfixed boiler in cold. Winter. So please guys don’t take their boiler insurance. I will never go back to British Gas again never. I had a very bad experience”

Helpful Report

Posted 5 years ago

“Do not use this company if you are a Landlord or probably for any other reason, as there customer service is absolutely appauing. Waiting on my invoices for jobs completed months ago, spending hours on the phone, with false promises that they will email me my invoices and landlord certificate. Stay away.”

Helpful Report

Posted 5 years ago

“Good but not the best. Wish i hadn't swapped”

Helpful Report

Posted 5 years ago

“Completed on my property which has pre-payment meters installed. Received conflicting advice about a credit check which I was told I needed in order to switch to credit meters. Initially I was told to wait 28 days and supply my addresses for the past 3 years. The next day I was told that I could do it there and then. It was done automatically and I failed. I have an excellent credit rating with Experian and passed a credit check to get the mortgage to purchase the house. I'm guessing that I may have failed because I have only just registered on the electoral roll at my new address - who knows because they did not give an explanation. God knows what my credit rating will be now! I feel sorry for the staff who just read everything from scripts. I am switching to another company having read the reviews on here, and hope I can escape BG in the nect 3 weeks”

Helpful Report

Posted 5 years ago

“Me and partner moved into our flat year ago we were paying monthly till they decided to swap us to prepayment meter after we fell behind. Long story short we've put on 52 pound today and have no electric or emergency credit been on hold with them for 25 mins! Taking money of us every week!”

Helpful Report

Posted 5 years ago

“Moved into my property after over 6 months as busy with other things. British Gas cut off the electric without any notice. I did not use any of the electric or visit the property in this time, but they wanted over 700 pounds for standing charges before they would connect the meter again. Stay clear of this company. Even on calling them there was no reasoning it was pay in full or electric will not be connected.”

Helpful Report

Posted 5 years ago

“Had the misfortune to call British gas as they had doubled my DD - this had been based on only two DD payments and surprising they couldn't or wouldn't lower the new amount. It seems British gas can charge what they like !!! I was advised to call again when my next DD had been paid . So the worry of a very large DD continues .”

Helpful Report

Posted 5 years ago

“I set up a homecare plan with British Gas in August. Since then, I have booked 4 boiler services and none of these have actually happened. With regard to the first service, the engineer phoned me to say that someone had "gone into the back of his van" and that he would not be able to come. Ok - can't be helped. He then "rebooked" this for the following day. Did anyone show up - no! I had an online chat with one of the staff who booked in another service for a Friday morning. Did that happen - no. Apparently the appointment was left unconfirmed. I then spoke to someone again and expressed my frustration - they apologised and booked a "special slot" on a Saturday in NOVEMBER. Knowing the service I had already received, I logged onto my account and could see that no upcoming appointments were showing. I did another online chat to try and resolve this and was treated appallingly. The agent was rude and unhelpful, putting exclamation marks at the end of her speech. No understand, no empathy, and no customer service skills whatsoever. I have taken a total of 3 days off of work to stay in for services that have not ended up happening. I have now cancelled my cover and am going to go elsewhere. I would STRONGLY RECOMMEND that people DO NOT deal with British Gas.”

Helpful Report

Posted 5 years ago

“I was billed 9 months after leaving British gas, for an address that I no longer lived at, despite not being warned of any outstanding charges during this time. I now have to pay the full final bill on my own, as I am no longer in contact with the other tenants or the landlord. Perhaps it is my fault for not constantly checking my account (which I can't see even now because the system is being "upgraded"), but this service is not built for people who rent or move frequently. It's drawn out and can be confusing. Avoid.”

Helpful Report

Posted 5 years ago

“Cowboys... Homecare is rubbish. Waited two days for servicing and wasted 10 hours of my life. When I complained they said it is offensive (did nit say a bed word) and I should wait as in terms and conditions - third day next 5 hours... What a corporate cowboys.”

Helpful Report

Posted 5 years ago

“F*ing terrible customer service. Start hiring people who speak English.”

Helpful Report

Posted 5 years ago

“WORST CUSTOMER SERVICE I HAVE EVER RECEIVED!!!!! Checked my credit file to find I had been given a CCJ from a previous address (unknown to me) over an hour on the phone to customer services who said they would look into it and call me back, 48hrs later called back to confirm that if I paid the bill in full it would be removed from my credit file, I genuinely believed this matter was resolved. two weeks later called to say it was still showing on my file, after yet another hour on the phone was put through to Debra Cook in complaints who aggressively said I was lied to by their member of staff and they will do nothing to remove the marker, and very aggressively told me I should of paid my bill in the first place? also its irrelevant of what I have been told by their own staff, there will be No Further Assistance on this Matter!! It Appears that they quite happy to Lie and tell you anything what's so ever to get money owed, and have No Conscience to the impact on peoples lives!!!! If you are thinking of changing to British Gas as a Supplier, BEWARE! you will be genuinely better off with any other supplier!”

Helpful Report

Posted 5 years ago

“Absolutely dire service response from the on line chat system. Oh yes will phone you back- no chance!!!! Phone number contacts keep changing wasting time and money to the customer!!!! Once you eventually make connection with a UK call centre operator and are with the right department, hopefully and usually get someone to help you. Dont blame staff, its their systems that stink!!!”

Helpful Report

Posted 5 years ago

“Thoroughly incompetent billing and complaints deprtment. Don't expect Ofgem to hold the company to account if you escalate your complaint.”

Helpful Report

Posted 5 years ago

“The company’s app is rubbish, especially the link “message us”, it’s been a week now and I am still waiting for someone to help me out. Once you’ve closed the app, there is no chat history saved!!! What is the point of this service then!?”

Helpful Report

Posted 5 years ago

“This would be no stars if I could, I've complained more times then I can remember about the rubbish website, ten pound top ups went on twice AGAIN!! This evening, will not be topping up online again.”

Helpful Report

Posted 5 years ago

“I thought we were paying good money for an emergency homecare service, but guess what British Gas don't have any engineers. Just been told we have to wait 48 hours for a Dyno Rod engineer. I won't be renewing.”

Helpful Report

Posted 5 years ago

“Booked a service 3weeks in advance, night before engineer due, had phone call saying all engineers on an emergency !!! Southampton is a big city, an emergency is an immediate issue, how can the many service engineers be on an emergency 24 hours prior to my service appointment !!! Rubbish !! Also the caller from British Gas when making an appointment for my replacement service asked if we had parking ? What's that got to do with a service ???! Do they need a helipad ???? I offered to go and pick him up, hilarious !! We have a driveway for 3cars what a sham !!!!”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,141 reviews