British Gas Reviews

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

1.2 Rating 3,206 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,206 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 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

“Absolutely terrible company. Customer Service is the worst service I have ever known in any company. Same company but totally different systems that don’t work for Gas and Electricity a big company such as British Gas HOW CAN THEY GET IT SO WRONG! They make it so difficult you to speak to anyone in this company. Customer Service and Customer experience is just so shocking! Will definitely be looking to change supplier!”

Helpful Report

Posted 1 year ago

“The service is appalling. I used to receive a paper bill that was quite often just an estimate. Funnily enough it was always an estimate in the winter time leading to a huge demand for payment followed by an accurate reading in the summer leading to a very low payment meaning that British Gas held onto a few hundred pounds for approximately six months ( multiply £200 by 1M customers and you get a vision of the size of the money that they owe the British public). Now they just tell me a reading is due, don't bother to send a bill and threaten debt collection when I haven't paid whatever they demand. What are OFGEM doing with this bunch of clowns, surely they should be taking action against them. I will be contacting the Ombudsman and seeing whether they can take action. It would be nice if the British public could enter some kind of class action against British Gas and demand OUR money back. It seems that you have to select at least 1 star to write a review but in reality it should be 0 stars.”

Helpful Report

Posted 1 year ago

“Useless and no replies to emails. What kind of a company does not have email addresses for their customers to use. It is nearly 2024, not 1994! I have even been emailing British Gas's complaints email address (the only one they have that I know does work) and even they ignore the emails that they are sent to them. This has been going on for several months regarding the electricity supply to my office in Tunbridge Wells in Kent. I would suggest that if anyone is looking for a utility provider that they do not use British Gas for either their gas or electricity. People are not willing to sit on hold for an hour to speak to your company. Why did you chose to remove all of the email addresses that your customers used to use to contact you. Account A11421104.”

Helpful Report

Posted 1 year ago

“Absolutely terrible customer service after British Gas decided to Estimate my electricity meter reading. We purchased the cottage in April 2023 and the previous owner was using British Gas as their supplier. Meter reading all submitted on first/last day of house sale and since then British Gas haven’t been able to take my meter reading because they “estimated” my reading in June far too high in the first instance Since then, I’ve been unable to get them to listen, review images, send out a meter reader and even cancelled a Smart Meter installation less than 24 hours before it was due. It’s still not installed! Ofgem have been informed but nothing back from them yet. 7 months waiting, British Gas, and based on my readings you owe me nearly £600 and a visit to install a Smart Meter Stop overcharging me and causing me stress over incorrect meter readings you guess at!”

Helpful Report

Posted 1 year ago

“Customer service appalling I have switched supplier to different after just 2 weeks”

Helpful Report

Posted 2 years ago

“Absolutely useless. Couldn't get through to anyone and when I finally managed, the guy couldn't understand a word I was saying. I had to cancel the call.”

Helpful Report

Posted 2 years ago

“Useless system and useless customer service”

Helpful Report

Posted 2 years ago

“They take money when they know you do not have it to pay you back and leave you with nothing to feed your family then when you ring them up they want more money. This company wants to be ashamed”

Helpful Report

Posted 2 years ago

“I don't want to give a single star because this is rubbish, it eats my £4 to £5 on every topup. The old topup system by the key was good.”

Helpful Report

Posted 2 years ago

“So many problems since joining them, customer service is a joke”

Helpful Report

Posted 2 years ago

“Absolutely appalling!!! My direct debit wasn’t taken last month now I’m in debit to them !!! After using their chat line I didn’t get a result . So today after receiving a bill telling me I’m in debit by a large amount, I rang them !!! After being put on hold by 3 different people and 45 minutes later another foreign lady answered. This experience was unbelievable, she was so rude , tried to put me on hold again but that was not happening!!! And during the conversation she constantly spoke to her colleagues in a foreign language 🤬🤬🤬I have never experienced such a disgraceful and discriminatory in my life . We are not allowed in this country to do this to others but they can do whatever they want to English people!!! British Gas seriously need to get their act together if they want to keep their customers and train the appalling staff they employ!!! Disgusting 🤮”

Helpful Report

Posted 2 years ago

“I have very bed experience with British Gas,I moved in new house in January and having issues with meter.so many times call them because while I was doing top up needs to put manually,British gas said it’s a communication problem from day one to today and said rise complain for me, someone call me back and shot out but no one call me back and shot out my problem.having a very bad experience.”

Helpful Report

Posted 2 years ago

“Faulty smart meter after 3 months and a £487 bill got a new supplier no problems now . Stay clear of thi lot”

Helpful Report

Posted 2 years ago

“The worst service I received ever. I have been chasing British Gas since the beginning of the month, called few times. When I tried to top-up the gas meter, I received a flashing message CALL HELP on the display. When spoken with British Gas 02 Dec, they said that technician will come on 29 Dec, lately managed to change to 18 Dec if they ever come. Also British Gas is trying to impose me change to smart meter, otherwise I have to pay £179 for the gas meter, and 139 for electricity meter if they cannot repair the old one as lack of manufacturing. How come, their people don’t want to come at home earlier because I still have some money on my meter??. Disgusting attitude. Eventhogh I additionally have £20 on my card. I cannot top up because the gas meter is blocked. I am not treated nicely at all, not sure why. At the moment I have reduced the temperature at home to keep the money available. I have a chronic progressive disease causing inflammation in the joints and have to keep hot and dry at home… I will sick further advice of their behavior.”

Helpful Report

Posted 2 years ago

“I am chasing British Gas since the beginning of the month, called few times. When I tried to top-up the gas meter, I received a flashing message CALL HELP on the display. When spoken with British Gas 02 Dec, they said that technician will come on 29 Dec, lately managed to change to 18 Dec if they ever come. Also British Gas is trying to impose me change to smart meter, otherwise I have to pay £179 for the gas meter, and 139 for electricity meter if they cannot repair the old one as lack of manufacturing. How come, their people don’t want to come at home earlier because I still have some money on my meter??. Disgusting attitude. Eventhogh I additionally have £20 on my card. I cannot top up because the gas meter is blocked. I am not treated nicely at all, not sure why. At the moment I have reduced the temperature at home to keep the money available. I have a chronic progressive disease causing inflammation in the joints and have to keep hot and dry at home. I will sick further advice of their behavior.”

Helpful Report

Posted 2 years ago

“You cannot get to speak to anyone.first it's a computer then your on hold for about 40 minutes then they say it's not the right chat and you need to use the other chat system. I feel like there is no one there at all”

Helpful Report

Posted 2 years ago

“I have been with British Gas for my electricity supply since I returned to the UK in 2021after working abroad for some time. Every interaction I have had with them has been appalling . A meter fault I was told would take 5 days to fix took months. My first SEG payment was due in August. After chasing and chasing I eventually got it in October. The last issue takes the biscuit. I need to add my partners name to the account. Its been over a month and three promises to do it and still her name is not there! My broadband supplier- one day. Same with my gas supplier. BG over a month and I still do not know when! I’ve had enough and am switching supplier even if it will cost me a little bit more. Worst customer service I’ve I have ever experienced”

Helpful Report

Posted 2 years ago

“App is appalling it’s shown zero balance on both my gas & electric meters for over 9 weeks now. Top ups never go on to my smart meters & I’m constantly having to ring up as the meters don’t accept my top up manually. Ridiculously expensive too”

Helpful Report

Posted 2 years ago

“Absolutely appalling company. Switched to BG October 17th. 7 weeks of hell. The amount of emails, phone calls and online chats we’ve made and we still haven’t had any help. 3 complaints, 2 missed days of work for their engineers to come out and connect our peak/off peak correctly but unfortunately they haven’t. The staff hang up on you after waiting on hold for 40 minutes. This happened 8 times because they can’t offer you any help. Left with no heating and hot water for 3 days, no apology. Changed our tariff without telling us. Charging us one rate all day and night with Economy 7 so should be on a night rate. Just received an email today in reply to our complaint 46 days ago telling us to be home on Monday 8-12 for another engineer to come out, even though they know we work until 4. If we don’t get in touch by Monday 13th she will close the complaint? Left no direct contact for herself though. Hopefully the ombudsman will sort it out so we can leave. No customer care at all!”

Helpful Report

Posted 2 years ago

“I am trying to download my bill. Last week I was told it would take 48hrs to upload as I'm a new customer. Fair enough. Waited 3 days just to be sure, same issue. I was kept waiting in the chat function for nearly 2 hours and passed to 5 different employees only to be told it was a 'technical hitch' from preventing me doing so. Apparently it will take 10 -12 working days to fix the problem. I won't hold my breath that in two weeks the problem will be fixed. Will change energy supplier to our old one at our previous address. Slightly more exppensive per month, but never experienced these issue with them.”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,206 reviews