British Gas Reviews

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

1.2 Rating 3,138 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,138 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

“British gas are totally incompetent after having our fire caped & advised by the engineer we had to have a flue liner fitted witch was very expensive now we have a new fire & surround we found out that the liner was not required British refuse to refund us because it was right at the time & when I rang James Hardwick he would not speak to me on the phone what a gutless pratt what is he doing in that job if he is not prepared to talk to people my advice is drop British gas like a bad habit watch trust pilot as this is not over yet”

Helpful Report

Posted 3 years ago

“What can I say that hasn’t already been said… awful company, they really have zero customer service, I have had a faulty smart meter fitted , which has been overcharging me for years, and it’s impossible to communicate with them, they just increase the direct debit constantly. British Gas really are the parasites of energy companies. If you have any common sense, you will read these reviews and avoid at all costs.”

Helpful Report

Posted 3 years ago

“I set up a direct debit with this joke of a company for my gas they then had the audacity to take an unauthorised payment from my account within a few days of setting up the direct debit for electricity not gas I phoned there customer service , who had no idea why this payment had been taken from my account , and to go to the bank and get a refund , I sent in a written complaint to British Gas within a couple of day a so called manager contacted me claiming that bg had sent me an e mail on a certain date advising me that they were taking this payment , no such email has ever arrived in my inbox , but there rubbish complete a quick survey has .”

Helpful Report

Posted 3 years ago

“I had a homecare package with British Gas for nine (9) years they came once a year to " service " my boiler , when it failed in January this year ( 2021 ) I had no hot water or central heating and they said they couldn't come and fix it for three ( 3) weeks ! . When I called out a local c/ heating firm who came the same day , they said " I don't know what B/G have been doing for nine years but they haven't been servicing your boiler , the trap was blocked solid with grit and the bearings on the fan motor were about to give up , I have been paying nearly £30 per month for nine years for nothing , I have obviously cancelled my Homecare policy and won't be dealing with British Gas ever again .”

Helpful Report

Posted 3 years ago

“Atrocious company , will bully you ( and the staff I have no doubt ) from day one. NOT based in UK , but in India where the staff are payed a pittance. AVOID BG at all costs.”

Helpful Report

Posted 3 years ago

“I rarely complain but this company has honestly been the worst I have ever encountered. They billed me for something that actually I already paid. When I tried to contact them about it back in July they said they would deal with it and indeed it was their mistake. Then I received a text message weeks later saying I did not pay a bill and it will go to debt collection. I then phoned them again on top of writing on their live chat with an agent. I was then told they apologised and see will be fixed right away. Today I have received again same message with the debt collection and on live chat they made me wait 3 hours on chat and passed me to 7 'specialists' to then ignore my messages. This has honestly been the worst customer service and overhaul worst company I have ever dealt with. Thank god I do not treat my clients this way!!”

Helpful Report

Posted 3 years ago

“Disgusting company. They cut my niece off even though they sent the letters to the wrong address. They lost all the food in their freezer and it’s still not resolved. You are a joke of a company and should never exist.”

Helpful Report

Posted 3 years ago

“DO NOT GO WITH BG it will cause nothing but stress in your life they have the worst contact centre i have ever come across they lie continually the staff are so untrained its a shambles. I have had on going complaints since may with them i have phoned up 22 times n done 12 web chats all they are concerned about is as they say can i shut this complaint down!! There is a reason why BG have 50,000 outstanding complaints to deal with so pls DO NOT GO WITH BG you will really regret it”

Helpful Report

Posted 3 years ago

“Terrible service”

Helpful Report

Posted 3 years ago

“I have had a problem with my smart meter for over 3 months and have called on numerous occasions, to be told on one occasion by Ingram ( apparently he’s one of the managers) that the smart meter will take 7 days to come back online, 3 weeks later I’m still waiting! Amongst other lies by several customer services that they will log a complaint for me( to hear nothing) I keep manually inputting electric money like £30 every other week, I’ve been a customer for over 30 years and am about to leave 🤬”

Helpful Report

Posted 3 years ago

“Sugar. Wish I had read these reviews before l signed up”

Helpful Report

Posted 3 years ago

“Having received another automated threatening letter despite proactively registering account as new occupier. My experience both last week and today has been one of high incompetence. The tone and demeanour of the call handler was infuriating and disrespectful, add to the fact I have been told twice today that she didn't register us despite spending close to an hour with her last week. I'm still waiting to speak to someone and pay my bill. I will leave British Gas as a consequence of their lack of ability, customer service and the ability to handle and receive or in fact answer calls. The automated processes which I reluctantly followed failed. Highly infuriated of the impact to me and will log a complaint with Ombudsman. AVOID BRITISH GAS at all costs!”

Helpful Report

Posted 3 years ago

“Absolutely diabolical sham of a company. Shouldn't be allowed to call themselves British Gas as most of their agents are overseas. I finally got out a few months ago after having issues with them for 2 years or so. Truly don't care about their customers. Web chat is basically non exsistant,although the company use this as one of their methods of asking customers to get in touch. Email complaints not monitored blaming Covid. Other companies are managing to get back on track. The phone system is a joke. Agents hanging up when they not able to deal with complaints. Promises to call back but rarely do. Obviously BG get in touch when they are owed money. Just cannot describe how I felt when I needed to speak to them and no way possible. Reading reviews on here are shocking. BG should be taken to court and taken to the cleaners. Im now with 🐙 Energy and they are amazing. Fabulous, caring and delightful advisors. BG agents basically are not trained enough to deal with complaints. Maybe they should employ their agents from this country to help with unemployment. But no, its much cheaper to use overseas staff. What a joke of a company. Would put 0* stars if was able too. AVOID.”

Helpful Report

Posted 3 years ago

“I have been without electricity for 27 hrs when you are able to get through to the call centre they either cut you off or give yo a false promise that en engineer will come out no one does this company is a disgrace have nothing to do with them”

Helpful Report

Posted 3 years ago

“Held on phone for 47 mins before phone was answered then held for another 10 mins and was then disconnected”

Helpful Report

Posted 3 years ago

“had The worst experience I've ever had. I suffer from a chronic illness and I find it hard to deal with phone calls and emails also . I requested last year to receive paper statements and if someone could do my meter readings neither happened. Couple of weeks ago my amount taken from British gas went from £120 to £200 without warning , I've had to give up work due to my health so money is very tight ! I spoke to multiple people for hrs over the phone I managed to get a refund from my bank as advised by British gas and to cancel my direct debit and to start it again after a week. To then have British gas take another £200 without a direct debit ! When I called about it I was told a manager would call me back within 2 hrs this has not happened and surely illegal? I feel completely let down and offered no help from this company at all even though they said they would , they say they are there to help people even on the message when you call , but they don't , they don't care what trouble people get in they just want all the money they can get.This has caused me alot of stress and upset not just from the money amount but from the shocking costumer care. DO NOT go with company !”

Helpful Report

Posted 3 years ago

“Abysmal customer service and support has led to three errors on my bills and accounts and led to me being sold a product I didn’t want by mistake. Three official complaints later and they haven’t done anything and don’t care. Happy to never ever work with them again”

Helpful Report

Posted 3 years ago

“Worse company I have ever dealt with they are only interested in taking your money,customer service is zero they really are not interested please don’t use this company.”

Helpful Report

Posted 3 years ago

“If I could review as zero stars I would, without a doubt the worst service I have ever received from a company, if considering joining, simply don't bother, in the 6 months I was with British gas, I was given 3 separate smart meter slots that were all cancelled 2 the day before and one of which I wasn't even informed of, I was left without gas in the property for a period of 48 hours due to an error and from BG and incorrect information. The complaints I raised were not originally logged and when they finally were, were not dealt with correctly I'm still waiting to receive acknowledgement of 1 complaint some 4 months on. It takes circa 45 mins to get through to anybody in the servicing team and when you do their call centre is based in South Africa where if I'm honest nobody has a clue what they are doing, I've been hung up on countless times, given incorrect information countless times, promised something that ultimately I'm told is not possible on a subsequent call countless times and still 3 months later awaiting compensation owed from another complaint. As initially set out, awful customer service, terribly run and would avoid at all costs don't consider based on their so-called reputable name you will be extremely disappointed. Hope you find this helpful!”

Helpful Report

Posted 3 years ago

“Like many people, we have now had our annual boiler service appointment cancelled yet again - for the third time. A fourth appointment has apparently been booked. If this fourth appointment does actually happen the service will be c.8 months late....however, I am assuming this 4th appointment will also be cancelled (either on the day...or perhaps no-one will bother to let me know). One gets the feeling (unsubstantiated I have to say) that the poor employees are being pressured to be deliberately misleading and disingenuous with customers about the reasons for this appointment chaos. But they are still taking the monthly direct debit, of course. Will people receive refunds for the money BG continue to take, whilst not being able to provide a service in return? Or compensation for the long term negative effect of a late (or non existent) service to a boiler?”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,138 reviews