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

“Most dreadful service I’ve ever encountered. Had a problem with our oven and after countless phone calls, cancelled appointments (after arranging time off work) and engineers coming, not having parts etc , they sent an engineer out who left us with a gas leak (my teenage daughter came my house from school to it and called me at work). Had to call cadence who declared the house unsafe and turned everything off. Many phone calls that day (after being cut off on the phone, being told they’d call when they didn’t), they sent an engineer at midnight (we were told before 10pm) who told us that he couldn’t fix it and someone else would have to come the next morning (more time off work!). They actually sent the engineer who caused the gas leak in the first place... didn’t know whether to laugh or cry. The pain of having to navigate through their automated phone system has quite genuinely reduced me to tears of frustration. Avoid at all costs”

Helpful Report

Posted 4 years ago

“I wish I read the reviews before I tied myself in to this embarrassment of a company. I have a leaking boiler. So tried all avenues to speak to a human being. I have and still waiting to speak to a human being, so far I have been on hold for 2 and a half hours!!! This is the 3rd call as well! Live chat not available! The robot offered a engineer to come on the 9th March!!! The 9th of March! I will have a swimming pool by then! Why I pay for this cover is beyond me, once this is sorted I will be leaving this joke company and never ever returning”

Helpful Report

Posted 4 years ago

“Gave 1 star as zero stars not available. Took over 1.5 hours to speak to a human, live chat cut off when I got to no55 in the queue and the only number on the home care page was for complaints - which got me through to a robot type chat which in my opinion did not understand English. Boiler not serviced since August 2019, earliest appointment is April 2021 and I am going to charged an excess payment if boiler breaks down before then. Maybe it wouldn’t break down if it was serviced regularly!!! But no reduction in monthly contract charge. So they are basically taking the money and not delivering on what I am paying for. COVID of course is used as the excuse but this is becoming a rather old and tired excuse now. Other less profitable businesses have adapted and continued to provide service to customers so it is time British Gas got itself sorted out. My advice is DO NOT Take out home care cover with BG if you are expecting to receive what they say they will deliver - you will be disappointed.”

Helpful Report

Posted 4 years ago

“Tried numerous times to renew the homecare policy on my late mother's property. Numerous calls took me thru lengthy messages and menus only to play a recorded message saying they've closed their lines because they're too busy. Finally spoke to someone who couldn't then renew because their systems weren't working to take payment. Asked me to call back next day but then same problem with lines closed again. Tried live chat with Lauren who just suggested calling same closed line. Explained this so she promised to call me back in 5-10 minutes but never bothered. At no point have they even acknowledged my mum's death or offered any sympathy. Truly terrible customer service. Avoid this firm. They simply do not care. Aside from my experience, how can they justify closing off their homecare customer service lines during the worst cold spell in decades when that service is supposed to exist specifically for times like these. I pity their customers who've lost their heating/water at the moment”

Helpful Report

Posted 4 years ago

“We have a newborn and the boiler is not igniting. This is the coldest winter since 2010 and after reporting the matter at 5pm yesterday there has still been no one to come fix it. The boiler is only a year old and still under guarantee. This is the 5th time the boiler has done this. I am shocked, that the fact that we have a newborn has not promoted a technician to come out immediately in -2 degree weather!!!”

Helpful Report

Posted 4 years ago

“Shocking service, pay £45 per month for home care as a landlord, boiler broke no hot water or heating offered a date of 18 days time. Arrange visit engineer didn’t show. Paying premium have a young mum and new born baby as tenant and still not even had an engineer visit as a premium customer. Can’t reach anyone via phone, joined queue at customer 57, after an hour and a half the phone rang and I was cut off - this happened numerous times. No response from email, chat, messenger. Awful, awful service. Spend your money somewhere else.”

Helpful Report

Posted 4 years ago

“If I could I would give no stars. For anyone looking for a good boiler service contract DO NOT CHOOSE BRITISH GAS! We have had nothing but trouble with our service contract and they repeatedly cancel appointments for repairs even if an emergency.”

Helpful Report

Posted 4 years ago

“I have been charged £814 for gas and electricity for 40days and they can not even explain me anything I asked them”

Helpful Report

Posted 4 years ago

“Awful customer service”

Helpful Report

Posted 4 years ago

“I wish to reply to Claire Woolford. Do not pay the £80 bill! This is called back billing and is illegal and British Gas know it! Really hope you get this message. British Gas is corrupt!”

Helpful Report

Posted 4 years ago

“Did not receive my bill instead I received a menacing threatening letter so I paid the bill instantly by bank transfer now I have been charged £35 in late fees,British Gas you are a disgusting company.”

Helpful Report

Posted 4 years ago

“Two years ago I left a rented property. Checked with British Gas that everything was sorted. A year later a bill turns up at my new address for approximately £80 from British Gas. Unbeknownst to me apparently there was a bill unpaid form my last address despite us checking that everything was sorted before we left. It is also my understanding that my house mate left a forwarding address. None the less I paid the bill. I have recently tried to get a mortgage but can not. I have a default on my credit report because of this bill. I have tried to call British Gas numerous times, even being told on one occasion that the relevant department has agreed to remove it. However, I’ve now been told they will not be removing it and also as they have ‘investigated’ it, the case is closed. I have literally not been given the opportunity to tell them their employees told us that there was nothing outstanding! Their customer service is an absolute disgrace, hour upon hour of being passed from one queue to the next, only to be told that they can’t help and to be put at the bottom of the next queue. British Gas is literally pushing me towards homelessness over £80. Do not use this company!”

British Gas 1 star review on 10th February 2021

Helpful Report

Posted 4 years ago

“British Gas = worst service ever & lies galore. You are best off contacting smaller firms or independent engineers. Avoid them! I waited the whole day for an appointment booked for 10am -12pm on the coldest day of the year as we had no heating or hot water . We were told the engineer was on his way,he never turned up. When I managed to get through to someone after waiting on the phone for 4 hours I was told he came but no one was at home. Which was a blatant lie. I went back again and was told other lies that the appointment was cancelled because the parts were not delivered and then there was no appointment booked. Avoid them like the plague! Let's support small businesses .Buyer be aware!”

Helpful Report

Posted 4 years ago

“I pay just over £50 per month for boiler cover,I have been a customer for almost 25 yrs. I contacted BG today and I reported I had no hot water or heating. Only to be told they are on strike and earliest they can get an engineer to me is in 7 days. I am currently shielding as I am clincally vulnerable, I cant even pack my bags and go somewhere else until the engineer date due to the current government restrictions. They told me to find an engineer and they will reimburse me, I can't afford to do that. So what exactly am I paying £50 a month for, No service. BG really don't care about their customers, all their adverts are laughable and very misleading. I'm so distressed and angry.”

Helpful Report

Posted 4 years ago

“If you wished to have piece of mind and relax at night, knowing your electricity and gas supplier will at least ensure you are never left cold in the dark, especially during winter and in a pandemic lockdown DO NOT SIGN WITH BRITISH GAS! Topped up my electricity meter 2 days ago. The money never showed on the screen. I am a key worker, so was at work all day today. Came back to a dark, freezing flat. Smart meter has two buttons. Small button was flashing red. Pressed it. Electricity came back on again. The meter screen showed I was using credit of £5 (that's as much as it is allowed to use, after that electricity is shut down and you can't turn it on). Tried to call British Gas emergency, was re diarected to UK Power Networks automatically. No email. So decided to try online chat (this was at 7pm). Waited 30 people on the que. The customer service agent told me she'll transfer me to top up meters team. Another 30 customers and it was my turn. The person had no idea what meter was top up smart meter and gave me copy paste instructions, which made no sense and nothing to deal with my meter. When I pointed out that the instructions are telling me to press buttons on the meter that are not there. There was silence. I started asking: "shall I try pressing longer the only big existing button on the meter", "shall I see if anything might be obstructing the cables connecting the meter" (I don't know, I am not an engineer) and etc. He replied I should try all I think is right and that he will transfer me to the smart meters team. Another 31 customers and it was my turn. The person read all my correspondence with his colleagues and said he'll transfer me to a team member from another department. After another 30 customers it was again finally my turn. The chat closed off and a survey regarding British Gas customer service popped out (that was at 9:30pm). No apologies, no explanation where are my money and what's wrong with the meter or their system. The meter is currently showing £3 and by tomorrow will be off again. However, this time there is no credit. I am at work all day. And it's extremely difficult to sit on the phone for two, three hours so I can speak with very very low level incompetent trainees. All of them are. There is no other explanation. The meterr is a smart meter, obviously functioning fine but their system didn't upload the money and none of their staff acknowledged that. There is not a single one that knows what an electricity meter is. I most likely will have to find alternative accomodation untill they sort out their system. Dispicable and discussing! Side note: My top up gas meter (not a smart meter) is chargeable only by a card which I can top up in a shop 16 minutes walk from my property (not even on my way back home from work but further down). Never been asked by British Gas to change it to a smart meter and when I questioned it at the begining when I moved in 2 years ago, they said they are not yet offering this service in my area, which is only 40 minutes walk from the Cambridge City Center. What an ancient, exhausting bpractice. My parents live 15 minutes walk from me and they have British Gas representatives/salesmen almost every month on their door. Strange isn't it?!”

Helpful Report

Posted 4 years ago

“I moved into my new house in November 2020 and took on the existing supplier British Gas which in turn had a prepayment electric meter, And asked for it to be changed to a credit meter which the answer after tireless tries of getting to contact them which was a nightmare. answer came back January for a replacement, i have never come up against a company that trying to communicate with is near impossible. Now February still no sign, i have now decided enough is enough and will try Of gen”

Helpful Report

Posted 4 years ago

“Avoid to all people’s in the UK Avoid to all people’s in the UK, they’re are steal your money when you buy gas or electric! I decide to give him that review because that’s fifth times happening on me I’ve paid for gas and electric never show up on a meter and I did complain, each time for my money if I don’t probably they will steal your money! Also the worst customer service in the world they have/had. I am going switch them to other gas company.”

Helpful Report

Posted 4 years ago

“I had a bad leak last year pipe leaking under floor boards on landing gas board sent some one out to fix it which they did then last night me and my grandson was in the room when water was coming through the ceiling gas board sent some one out he said was coming from bathroom said it was seal found bath so put water back on then he left after about half hour it was coming through ceiling again went to turn water off again there was water flowing down my hallway walls gas board came again he took the floor boards up on landing he was shocked what he saw the new pipe they replaced last year when they came out to fix a leak was leaking in three places he had only hammered three nails into the pipe when putting floor boards back down then me and grandson said we could smell gas and so could the bloke Thad was doing it so he pulled some more floor boards up there was a nail put through my gas pipe hat to turn gas off he phoned the gas board up got no joy in fact she Wes very rude and put phone down on him so o he was trying for ages to get this sorted he got to speak to some one else they said 19 February some one will come out at this point I was fuming I said no way this needs seeing to no gas no hot water plus since last year I have had a gas leak my house could have blown up any time I’m so mad not going to leave it at this still waiting for someone to come out lost a days work I am a pensioner also with on going health issues”

Helpful Report

Posted 4 years ago

“We have a small (table top) dishwasher which stopped working over a month ago. It has stagnant water in the base and, probably in the pipes, it absolutely stinks!! Although we pay BG almost 1K a year to cover everything, they refuse to repair it, they would have repaired our tumble dryer, which doesn’t have standing water tho. We are both in our mid 70’s my partner is diabetic, we’re doing all we can to keep safe, yet BG do not consider the risk of legionnaires to be a problem!! One manager agreed it was a health hazard and booked an engineer to come today - nobody came and no communication. Phone up and was told that the earliest we can expect a repair is the end of March!! Guess who is cancelling the DD? I’m absolutely disgusted. I would give a fat O if I could.”

Helpful Report

Posted 4 years ago

“Booked sn annual service Booked sn annual service , been in the diary for 3 months. Engineer , let's call him that turns up, not from British gas, third party, no prior warning that wouldn't be British gas engineer. He asks if he should take his shoes off , erm yes I think you should, goes upstairs, I can't service boiler , advised its been serviced for several years by British gas without problem. He hadn't a clue about the model . Not trained. Gone in 60 seconds, offered new date , 3 months off. I have taken the morning off work for this nonsense!”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,138 reviews