British Gas Reviews

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

1.2 Rating 3,137 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,137 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

“Homecare contact useless. Boiler has died, and british gas cannot fit a new boiler for 3 weeks so no heating or hot water. They know we have a disabled child but don't seem to care.”

Helpful Report

Posted 3 years ago

“If there was a -5 you would get it! Well done again for being the WORST ENERGY SUPPLIER IN THE COUNTRY!! Honestly, I’ve asked repeatedly for a smart meter and pay as you go electric and gas- as a new customer, this is what I signed up for. But British Gas make up their own mind and now I have one prepayment meter, one pay monthly and NO smart meter!! Well done to you British Gas, is it that difficult. Because I DON’T want a pay monthly account, I need to speak to you, you have now put negative markers on my credit file. DISGUSTING! I’ve asked you again and again and again for a smart meter and gas and electric on pay monthly! Seriously how difficult. I swear I’ll put this story everywhere I feel like contacting the papers and I’ll be contacting the ombudsman!! It’s not like I can ever get through on the phone lines - I’m sure if I plaster it all over every review site and Facebook, Instagram and Twitter, you might listen!!”

Helpful Report

Posted 3 years ago

“Moved into a property that was supplied by them. Please note I'd never sign up with them myself as they are known for notoriously bad customer service. I paid the final bill nearly four months ago. In Nov 2021, it was sent to a debt collector which has been reported to financial ombudsman as British Gas claim to not have known about this. Now a second debt collector has contacted me demanding money for something that has already been paid. These people are absolute scammers. Just avoid.”

Helpful Report

Posted 3 years ago

“The service we have received from British Gas has been absolutely appalling. If you are thinking of taking out a Homecare package with them please do not bother. You cannot book an appointment online as they are always not available, the live chat cuts you off and then you speak to somebody you are likely to have to wait 6 weeks for a service and then they cancel it on the day. This has happened to me twice now. Also when we have had no hot water we could not get anybody out for 2 weeks (originally it was 4 weeks). There must be a better provider to service your boiler (who might actually turn up in a timely manner). I am paying £45 a month for this service, I really wish I had not renewed but at that point I was still waiting for my service. Feel sorry for the Customer Service team on the phone, as they have to deal with the brunt of some very irate customers.”

Helpful Report

Posted 3 years ago

“Terrible - I had home cover and have no boiler for two months. Engineer booked and didn't turn up. They haven't serviced my boiler in years as they keep cancelling. Worst company I have had the displeasure in paying monthly for a something I am not receiving”

Helpful Report

Posted 3 years ago

“I have a LPG boiler and use BG homecare product. Useless. In 2019 they sent a non LPG engineer. In 2020 they sent a non LPG engineer. In 2021 they sent a non LPG engineer twice, a month apart! They frequently cancel appointments for servicing stating that the engineer is ill and then 10 minutes later someone else calls and says that they are running late. They appear to be fictitious excuses. I could not recommend them at all.”

Helpful Report

Posted 3 years ago

“Absolutely useless Company. Need an engineer urgently as having problems getting hot water upstairs. Engineer is booked for 9 days time, which is a re booking because the first guy who turned up a few weeks ago didn't fix the problem. Problem getting worse so tried phoning today for an emergency callout, but the only option is to change next weeks appointment and make it later or keep it the same. Then tried phoning to cancel my BG contract to get shot of them, but you end up in a call queue and cant get through. This Company very good at taking your money, but doesn't know Thing 1 about delivering customer service.”

Helpful Report

Posted 3 years ago

“This company needs to be shut down as they do not serve customers at all. They never answer their phone line. Managed to get through twice in their months after about 45 minutes listening to music, get an agent who I have difficulty understanding, can not understand strong accent and crackling line. Plus they couldn’t understand my accent so having to constantly repeat slowly information. After laboriously giving all information and details trying to find out what is happening with my transfer from Peoples Energy (who were amazing!) agent tries to make me accept a smart meter, then to get a prepayment meter, I am like what is happening here?! Then line gets cut off. I eventually managed to talk to a third lady when cut off again but they did ring me back but honestly talked such gobble de gook I am none the wiser to what I have being bulldozed into as a contract? It’s like they have a script they stick to and are unable to help me! I have the app - doesn’t work!”

Helpful Report

Posted 3 years ago

“Absolutely useless. Can’t even get the basics right and they clearly don’t have a clue what is going on with their systems. You talk to customer services and agree one thing and they go and do something else. Why don’t you get yourselves in order and stop making the customers do your job for you. Disgrace!!”

Helpful Report

Posted 3 years ago

“My wife and I are both pensioners and depend on our home being warm throughout the winter period. I have tried to contact British Gas HomeCare as we have not had our boiler serviced since December 2020, and we are extremely concerned that our boiler may breakdown due to the lack of service provided? We pay over £400 per annum out of our pensions for a service that we are not receiving. Each time I try to book a service, I get the same response - blaming Covid for lack of service? On contacting Live Chat I was processed through to another department by Ali (I have kept a screen shot of this futile conversation) - I was further kept waiting on Live Chat and after almost one hour I got cut off, and ironically asked to complete a customer care questionnaire? Its beyond belief..... The manner in which we are being treated is totally unacceptable and I have now decided to cancel my account with British Gas tomorrow and go to a small reliable company that value their customers and treat you with respect. Strange situation when a national company cannot fulfil their servicing contract due to 'Covid', yet a small privately run firm can????”

Helpful Report

Posted 3 years ago

“Absolutely disgusting customer service I have a 2 week old baby and they have left me with no gas or electricity as I tipped up my meter and it’s didn’t accept it !!!!!!!!!!!!!!”

Helpful Report

Posted 3 years ago

“You're the worse. Terrible service. We pay for your care plan. Our boiler stopped working last week, so we had no heating or hot water. After hours on the phone and lots of you lot getting it wrong, over 3 days, 3 different plumber visits never happened, and none of you seemed to know what's going on. One of your staff even tried to blame my wife, and was rude and unpleasant. We don't know what we get for our care plan of £38 per month. But we will cancel that now and advise everyone to stop. You're better off saving that payment monthly and getting a decent, independent professional plumber when you need one. And stop these inept companies earning such huge profits. I expect some compensation after the thousands of pounds they've had off us. Most upsetting”

Helpful Report

Posted 3 years ago

“A terrible company to deal with you wait ages for them to answer the phone, they deserve to lose customer's the way they treat there customer's”

Helpful Report

Posted 3 years ago

“Rubbish company. Never answer the phone never had them sort out any issues at any property.! I’ve also never chosen to be supplied by them an I never will. Currently trying to pay a bill of a dead family member. Thank you for making this as frustrating process as possible. Could all be sorted over the phone. I guess I’ll see you in court.”

Helpful Report

Posted 3 years ago

“I was very happy to leave Bt Gas when I moved house, maybe 25yrs ago! Awful C. Service V Costly! No better now phoned 5 times to ask for a DD Mandate form still not had one. Had a few supplier's since BT Gas having moved around, then found Zebra Power second to none! Thanks a bunch Boris and Off Gen!”

Helpful Report

Posted 3 years ago

“I changed from the peoples energy to another supplier which I thought was taking direct debits for gas and electric, but British gas kept sending e-mails demanding a I changed from the peoples energy to another supplier, thought the gas and electric was with them, bur british gas kept sending e-mails to pay them for gas. My new company keeps trying to get them to stop but british gas keeps stopping them taking over as they say that I am with them. I have disputes with British before they are a terrible company'”

Helpful Report

Posted 3 years ago

“Steve arrived this morning, after 1st ringing to confirm that he was on his way. My problem was "No hot water" in my kitchen, after listening to my concerns & being worried, fault was rectified & provided me with some Education, (due to hubby previously sorted these issues & passed away on 01/08/21) I am very grateful to his swift action and empathy that Steve showed me, Steve is a credit to British gas. Thank you Steve.”

Helpful Report

Posted 3 years ago

“Set up extra cover for my boiler service this morning.I need an engineer today.Guess what the engineer has been delayed.Had the same message last time.The engineer is set to come today if they don’t I’ll have no hot water.All it’s supposed to is an annual gas service.Why charge these fees if you let customers down.I hope someone comes today.Please don’t use pandemic as an excuse you have extra engineers to help.”

Helpful Report

Posted 3 years ago

“App is useless. Impossible to set up direct debit without getting through to Advisor on Message service. There are clearly not enough employees as Advisors are never available. Very poor customer service.”

Helpful Report

Posted 3 years ago

“We were told our elderly tenant would have to wait 5 weeks for a repair so no heat or water in winter ?????!!! I cancelled two accounts immediately”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,137 reviews