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

“boiler broke down on wed 30 Dec 20 leaving two 75 year olds with no heating or hot water with an outside temperature of -3. We have had a british gas homecare policy for many years which guarantees quick repair!!. The telephone numbers on the homecare policy do not now exist!! eventually got their emergency 24 hour number only to be told by a robot that the office was closed. 24 hours later managed to get an appointment via an automated system which said that an engineer would call sometime between 8am and 6pm - no one turned up and no contact was made. Day 2. managed to get another appointment. Engineer called at 7.30 pm to say that as it was a bank holiday it was not worth coming out as he could not get spare parts, he advised us go turn the boiler off!! it was not on as it had broken down. Day 3. got an engineer at 3pm who fixed the problem. Shambolic service, no telephone numbers to be able to speak to anyone. Now cancelling my homecare policy. Service could not have been worse had they tried. Find another supplier.”

Helpful Report

Posted 4 years ago

“We were moved to BG because they took over our previous supplier and we are now looking to escape as quickly as possible. There is a minor error on the bill but the company has no telephone number to enable us to discuss it. They have sent us a clutch of letters telling us the obvious about the changeover but none of them has a sender's address or telephone number. These are the signs that I use to detect a rogue organisation and BG certainly behaves like one. Be very wary of using this outfit.”

Helpful Report

Posted 4 years ago

“Absolutely discussing what this company is doing. I changed my supplier back in October. BG then said I’d missed a payment which had gone down on my credit file. They have now sent through a threatening letter for a dept collection company for £1000. This is daylight robbery at its best.”

Helpful Report

Posted 4 years ago

“I have the top package and pay a premium every month, which I got for peace of mind really. It's a waste of money though.The customer service is appalling and they dont understand basic instructions like arranging a time to visit. This has just happened again and now with bank holiday, we have no heating until Sunday when hopefully they will turn up. Save your money and use a local company. British Gas need a shake up!”

Helpful Report

Posted 4 years ago

“Appalling customer service and try to sell boilers unnecessarily instead of repairing them. Liars and crooks.”

Helpful Report

Posted 4 years ago

“Absolutely appalling service. Pay for homecare to be told the soonest someone can come and sort the boiler without heating or hot water is the 13th January! We have a 4 and 8 year old in the house and were told to put on lots of thin layers drink hot drinks and have a hot water bottle! It’s zero degrees outside and just not good enough! They should be ashamed!”

Helpful Report

Posted 4 years ago

“They've been trying without success to get my Gas smart meter working for 18 months. The app is absolutely useless, can't send them my gas meter reading. Every time I go on it I set up a 4 digit pin number which it doesn't ask for on next visit. Avoid them I am changing when my contract is finished, useless company.”

Helpful Report

Posted 4 years ago

“My boiler broke (having been serviced a month ago), in the middle of December. 11 phone calls, 3 engineer visits, 2 appointments where no one showed up and one cancelled appointment later, they still haven't fixed the damn thing. For those keeping count, we're now at two weeks without heating or warm water, and 5 days where I've waited in for an appointment. I genuinely expected better from British Gas (although by the looks of these other reviews, I was wrong to have high hopes). The cherry on top of the cake is paying to call a premium rate phoneline 11 times, and spending 5 minutes going though the same automated voice system each time while they try to avoid actually having to speak to you. It really isn't good enough, I'm hugely disappointed and would strongly advise you look elsewhere for your boiler and heating support. British Gas are not there for you when you need them most.”

Helpful Report

Posted 4 years ago

“My boiler broke down. And was told an engineer would be out in four weeks. It’s disgusting.,!!, they should not keep taking on new contracts if they don’t have enough engineers to do the work. Very upset and disappointed!! We take the policy out in good faith thinking no trouble we’re with British Gas !! If it wasn’t so cold I’d say it was a joke.”

Helpful Report

Posted 4 years ago

“I have a smart meter for both gas and electric. I have been topping so much electricity up constantly .. since September 20. I thought something very strange was up, when I checked it out. I noticed.. I have been topping up all this time, my money has not been landing on my meter. So they have been stealing my money nearly £400 since sep 20 to dec 20this year! Always trying to call the customer service They just hang up the phone, on you all the time in South Africa.( If this ok to say! It’s the truth!! )Today this is evidence in its self after kicking up a fuss, they credited £100 from last week. I calculated they still owe me £293 credits that haven’t landed. Out right thief’s!!!”

Helpful Report

Posted 4 years ago

“I don't know what has happened to BG since I was last with them 5 years ago but I have never experienced such an appalling service like I have over the last 4 weeks. Firstly, they tried to bill me a much higher amount which I disputed, but had to consistently contact them about this to get the bill amended. Was told the bill was wrong and it was corrected. Then they wrote me a letter stating I had agreed to pay a weekly amount after arranging to go onto a prepayment meter. I did not agree to anything. So contacted them again to dispute it as well as them adding an amount to the meter which I knew nothing about. I was passed from one person to the next over and over again and passed to a different department that I didn't request. Also left on hold on live chat and phone for nearly 40 minutes to an hour. There are other issues I have encountered that would take to long to go into here but my stress levels have gone through the roof over the weeks I have contacted BG. I have absolutely had enough of them, and now considering changing supplier as they clearly dont care about their customers.”

Helpful Report

Posted 5 years ago

“I had a sevicing agreement with British gas.What a joke company? They failed to service the system properly resulting in several leaks in a short period of time.The engineer failed to check the heating system despite that it is supposed to be checked for safe working order as part of annual service. This company is a total digrace with a terrible attitude. Lying cheating scam company They attended my house agreed with me they at fault in front of 2 witnesses then went back and wrote a report full of lies about the damage their incompetent engineer did.Do not trust them”

Helpful Report

Posted 5 years ago

“The customer service do not listen to what you are saying at all, kept trying to send me to a payzone for a new card when i told them repeatedly that i already tried that and our payzones do not stock the cards. Now waiting for an appointment for an engineer via message which i still have not recieved. 46 minutes on the phone to them and what should of been a straight forward conversation has resulted in stress levels through the roof”

Helpful Report

Posted 5 years ago

“I don’t even want to give one star - no option for zero! I’ve been paying for service care and had “annual service” done by them for a few years. Boiler packed up last week - BG engineer came - messed around with it for a bit, banged the tops of some of my radiator thermostats, and said he’d send a quote for a necessary “power flush”. Charge of £60. Left with boiler sort of working. It stopped again 2 days later. This time I called in an independent gasman, as wasn’t convinced. He took front off boiler - said it looked as though it hadn’t been properly serviced for years (last “done” in March) - filthy dirty, a metal plate missing and perished rubber seals. Showed me all this. He ordered parts, cleaned it all out and put a cleaning solution in system - left boiler working and said he’d be back with parts. Quote for power flush from BG - £880 Independent said if it’s nec after new parts - he could do for £350. All been working without the need so far. British Gas are a complete rip off and not servicing boilers correctly could surely be dangerous!! Steer clear is my advice. Needless to say, I have cancelled my agreement.”

Helpful Report

Posted 5 years ago

“After years of frustration with an unreliable British Gas, yet again, they’ve cancelled our annual boiler service.”

Helpful Report

Posted 5 years ago

“Every year we are given a date for our annual service and every year they let us down. Appalling and unreliable company!!!!!!”

Helpful Report

Posted 5 years ago

“I received my monthly credit report on 19/12/20. On the report was a dispute for £56, which did not tally with any recent bills, all of which have been paid on time. So I queried this with the customer service team via their chat app, all seemed to be going well until they stated I wasn’t getting what they were saying, which I was. They was just not answering my original question. Which was why had a dispute been raised against my account, they started to get quite argumentative and said I was being disrespectful, which I wasn’t. The representative was a complete disgrace, after being a customer for over 40 years this is the last straw.”

Helpful Report

Posted 5 years ago

“british gas . A company always has problems. In addition to its unreasonable prices”

Helpful Report

Posted 5 years ago

“British Gas are a bunch of robbing sharks. I switched the agreement when we moved house and when the policy ended they magic up a figure of supposedly unpaid usage from over the winter (6 months prior). as time had gone by you can neither prove or contest it. And rather get threatened with debt collectors. So we didn't have a bill in December i paid £50 upfront so the agreement of the outstanding balance ends in November. Well December rolls round, i get verbal confirmation from British gas saying there is nothing owing on the account and i am cancel the direct debit. Upon doing this i then get another threatening letter saying i still owe them another payment!!!!. In british gas's infinite wisedom there complaints procedure consists of getting repeated texts and emails saying pay now or we'll take you to court!!! Once again, an energy supplier really proves they are for themselves and not the customer. C*U*N*T*S!! I will never use again or recommend British again”

Helpful Report

Posted 5 years ago

“Absolutely terrible customer service. Was a Robin Hood Energy customer and British Gas messed up and failed to communicate anything about the transfer. BG still trying to take money out of my account with no bill, takes multiple attempts to try to get through to a call centre (the line often just cuts out when you're in the queue or goes to some random person's answer machine). Staff are rude and clueless. British Gas does not deserve to be trading. AVOID.”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,208 reviews