British Gas Reviews

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

1.2 Rating 3,208 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,208 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 21st December 2025

105

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Awful customer services. Recently widowed and trying to sort finances out. Terrible, terrible service. Will be leaving when current tariff ends.”

Helpful Report

Posted 4 years ago

“British gas customer service team is the worst i have personally experienced in my life. I was a new customer for BG and yet they dealt with me as if i was a 3rd class citizen.”

Helpful Report

Posted 4 years ago

“British Gas are awful. Not been able to top up for two weeks since had smart meters installed. Had to have 2 emergency engineers out just to to put top on. Had to throw freezer of food on one of the occasions. Huge company cannot even sort this problem. Spoke to British Gas help numerous agents and they can’t help and worst of all they say the case handler is gonna contact you shortly and don’t happen. Had it up to here. Who can help if British Gas help can’t ! Awful customer services. Rude call Centre staff amd when pressed for a answer they put the phone down. Crazy how it can’t be sorted and they expect me every time to go off supply to get an engineer for a top up. Mental health spiralling with this scenario:”

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Posted 4 years ago

“British gas are a complete rip off we moved in to are new house thay changed us £872 for 3 and half months supply . the house is a 3 bed semi”

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Posted 4 years ago

“Had a letter from BG this morning my gas bill has risen 3 times in the past 4 months hence we live in a 2 bed flat and do not cook by gas.I got through to someone from the home moving team he was pleasant and helpful and I was on the phone for 53 mins.He said it was to do with my tariff he maged get me £4.50 p of my monthly payment.I explained to him about the two years of hell and grief we've had with BG so he did a complaint for me.we even did a mutual exchange and BG had the nerve to bill us for our address even though we had signed contract of the date of the exchange when i called them about it they said it was owed from when we lived there what a load of liars we've got the letters they clearly state the dates and months they were billing us for and we were nit living there.We even had grief with out electric our meter is flashing a red light BG say they ran a check on our meter and there is nothing wrong with it we live In 2 bed felt not a 14 bedroom mansion.A petition needs to be set up and BG need Invstigsting by the government they shouldn't be allowed to do to people what they do.There are some nice helpful Caller handlers but the bad ones outweigh the good especially in the Billing department.Keep all emails and letters form BG.If you are considering switching to BG think about it carefully this company is a serious risk to your mental well being we even dread the post coming now and seeing.g a letter from them as you don't know what being thrown at u next.Think twice if you are considering switching to BG.Tha.nx to them swapping and changing our monthly payment like the weather we now have a debt with them so are stuck with them at the moment avoid them at all costs.The message at the top when.ylu write ur compaint say sorry to hear you had a bad experience with BG this company isn't sorry at all.”

Helpful Report

Posted 4 years ago

“Absolute scum of the Earth company. Every single time we spoke to someone through customer service, we got a different answer. Filed a complaint and they said "there's nothing we will do. It's your problem." DO NOT USE THEM. We use Octopus now and are VERY happy.”

Helpful Report

Posted 4 years ago

“If you would like Bill's sent to your address.. mine is number 32 with the first line of the letter demanding payment or debt collection team will be sent in to number 23 who's debt it is ,,seems easy to sort out mmmm no 6 phone calls had to hang up nobody answered one 40 mins ..just go through to bombay to chap who as usual couldn't hardly speak English, after 10 mins describing my problem and it's been sent to wrong address he replied come through to deceased dept ??? You couldn't make it up ..so guess what I will transfer you ,,after 15 mins of holding rang off ..pathetic service .and app showed meter readings last week now vanished ?? No wonder centrica shares in trouble absolutely useless can't wait for my first year to end to change”

Helpful Report

Posted 4 years ago

“2nd time to phone up as topped up via the app, electric and gas wouldn’t come on. Phoned CServices a women answered chewing gum as she spoke!! She didn’t have a clue what she was on about now I have to wait 2 hours for an engenier!! Switching back to old supplier”

Helpful Report

Posted 4 years ago

“In one word, awful! AVoid at all costs. Ongoing since November 2020... Chat thread goes on for hours, passed from one person to another, full of excuses ; engineer missed the arranged appointment promised £30 compensation ( still waiting ) system won’t let them book another engineer , month later same excuse, don’t call you back, estimated bills never fixed when given actual readings. Can’t get into online account, temporarily‘unavailable’ I have raised complaint but will follow up in writing. Looking for new supplier, totally fed up. They can now sort it out I won’t be making contact again. DONT GO With BG”

Helpful Report

Posted 4 years ago

“Heres my experience, I was getting monthly estimated bills for my electricity, I couldn't ever get in touch to give a meter reading nor was I ever prompted too but it didn't bother me too much until I started getting silly money taken from my bank every month due to British Gas's 'estimations'. I decided to leave and go with another energy provider, British Gas got my final meter reading and for have sent me a bill of £540 for the period of 17th May - 17th June. £540 for a month! I live in a 3 bed terraced house not Michael Jackson's Neverland mansion! I contacted BG to be told they have got it wrong and they will send me the correct bill around 14 days later, 6 days later I get another bill for the exact same amount only this time telling me I have until 20th July to pay it. I contacted BG and was told the bill is correct and they had 'undercharged me' the month before (they have been charging me £45 a month, my new provider took my meter readings which showed that I use around £30 worth of electricity a month, oh, also im currently using £17 gas a month and BG was charging me £40 in the height of summer). I made a complaint to BG and asked for the outstanding balance to be put on hold until a complaints handler contacts me, I woke up this morning to find my credit score, which I have worked hard to maintain, has dropped below fair (it was a really good score and I have never missed a payment with BG) because there is now an unpaid mark from British Gas against my score now. Even though the payment was not even due for anther 5 days. Thanks British Gas im trying to get a mortgage which is hard enough already, bt thank you for dropping my credit score and having me crying for the past week! Guys please don't join British Gas, this is what they do to you when you try to leave!!”

Helpful Report

Posted 4 years ago

“Where to start? First of all the customer experience via the App and website are beyond terrible. The App is barely functional most of the time and for long periods of time just doesn't work at all. The website is disjointed and a mess to navigate as well as extremely slow. Then once I finally left, I settled any outstanding payment yet they still kept taking money from me. I logged a complaint and asked for email contact so ofcourse they called and text me. If you want to know why you do soo poorly in reviews its experiences like this. I will now actively avoid BG for foreseeable future.”

Helpful Report

Posted 4 years ago

“I have been a loyal customer for over 45 years yet pay for service at a higher level than a new customer. Needed a repair visit and had to wait three weeks. The day before I get a call cancelling the visit because they have no engineer available in the area and offered a visit nearly three weeks later. Six weeks in all. Even then a new part will probably be needed so yet further delay. Totally unacceptable. The person who called me was difficult to understand his accent and had the wrong idea about the problem even though I had spelled it out in detail when booking on line. All these cuddly "we will look after you " ads on TV are so much bunkum. I have had a reply from Maria at BG telling me they only reschedule if there's an emergency. Thats not what they told me when they phoned to cancel. It was they had no engineers available. Anyway that's not the point, which is as the cancellation was their fault I should get a priority reschedule not another 18 days as if it was a new service request. (which shouldn't be that long anyway)”

Helpful Report

Posted 4 years ago

“I switched to Brit Gas Economy 7 (dual-rate) tariff in Feb 2021. When Covid19 restrictions were lifted, I booked the smart meter install prompted by a text message. The engineer came today and was about to install a "single-rate" smart meter. I politely declined the install when he explained that my tariff would change as a result of the install. When I phoned the contact centre, they said I'm not getting any benefits from dual-rate electricty and that I will be fine with the single rate tariff but she wouldn’t get me any new figures when I said "prove it". She said that the smart meter team dont do the calculations, so she had to pass me to the Tariff team. The agent on the Tariff team said my kWh charges would go from: Day: 16.862p/kWh ; and Night: 11.279p/kWh To a single flat rate of: 23.860p/kWh !! Now, I'm no maths whiz, but that is NOT the same or cheaper!! British Gas are operating like a bunch of scammers. A Smart Meter should not involve a tariff change. If it does - customers should be told very very clearly. Treating Customers Fairly ? I don’t think so :-(”

Helpful Report

Posted 4 years ago

“Never trust British Gas with DD For the love of God never trust them with DD. They took £2,100 out of account and when I asked them about it in May 2021, they said that this is estimated bill and that I will get a refund of £1300 within next three to five working days. it is 09/07/2021 and I am still getting the same answer from them each week. No money from them so far. Never again will set up a direct debit with British Gas. they are big fat theives.”

Helpful Report

Posted 4 years ago

“Di not pay an home care if you don’t like waste your money. 5 days dealing with them for a boiler repair. Day 1, an engineer came and ordered a part. Day 2, the same man came and realised the part was wrong. Day 3, didn’t show up. Day 4, came without fix the problem but adding a new issue, he shut the main water pipe. Day 5 waiting…. During this long week several call made to the home care service and before get the chance to talk to an human need a lot of patience, anyway they never help, only lays. The service is worth less then 0. Do not waste money with this company.”

Helpful Report

Posted 4 years ago

“Very Very poor service customer, no body answer you”

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Posted 4 years ago

“I wish I could give one star also. After months of back and forth trying to get an incorrect meter reading sorted, I left British Gas because of their overwhelming incompetence. Eon are so much easier to deal with by comparison. They owe me over 500 pounds and it's like trying to get blood out of a stone. Am resigned to sending them one complaint a day until I can go to the energy ombudsmen about them. Avoid at all costs, without a shadow of a doubt, the very worst company I've ever had the misfortune of dealing with.”

Helpful Report

Posted 4 years ago

“I’m owed money for an overpayment due to they were my house previous supplier when I moved in. Been waiting almost 2 years for a refund now with constant lies it’s being dealt with and they’re sending a check out. They say up to 10days yet weeks go by and nothing. They threatened bailiffs with the late payment even though I changed supplier yet when they owe money they’re dodging their customers!”

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Posted 4 years ago

“Terrible company now was with them for years and years, my prepayment meter doubled in price in just a few years I could not get away from them coz they kept blocking my switch saying I owed 2 pounds then 4 pounds and various other numbers just so I couldn't switch companies in the end it took 2 months to switch and I didn't owe a penny it was lies!!!”

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Posted 4 years ago

“Worst company”

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Posted 4 years ago

British Gas is rated 1.2 based on 3,208 reviews