British Gas Reviews

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

1.2 Rating 3,127 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,127 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

“Appalling company! Appalling customer service a money grabbing greedy people!”

Helpful Report

Posted 2 years ago

“Gas not in for over a week no help over 10 phone calls but nothing resolved”

Helpful Report

Posted 2 years ago

“Where do I start, extortionate pricing for gas & electric, incorrect billing leading to incorrect credit that was promised, then this was used again a bill to allegedly bring the bill up to date (even though we paid 6 monthly and had just paid 3 months previously) the bill after 3 months was the same amount as the 6 monthly bill. I understand pricing are going up but not doubling after previously doubling in early 2022. The credit reduction which we were then promised was held to be used against our account as the new amended Direct Debit (reduced as we were paying to much) we found out wan't actually enough to pay our next bill ??? no-one can seem to work out the cost and calculate a 6 month DD to cover it. I also provide meter readings as clearly their estimates were way off. I then go to submit my next reading the its lower than a reading taken mid-month which wasn't provided by me and my husband - so who provided this to them? according to the auto message it was from me. Not by my emails and photographs of readings it wasn't - its a joke I am delighted I am now moving to Octopus after many recommendations”

Helpful Report

Posted 2 years ago

“Have reported at least 4 times on chat the results are really pathetic I reported my smart monitor was offline and the app was not working one guy on chat said to wait till end of March PATHETIC SERVICE REPEAT PATHETIC SERVICE. 😑 🙄”

Helpful Report

Posted 2 years ago

“Awful service experience don’t even… Awful service experience don’t even deserve 1 start but had to select something! Every time I call I speak to someone who’s English is below poor level, they have made 3 mistakes on my DD account in the space of 5 months, complaint handling is beyond poor, what has happened to customer service industry, is no one speaking English anymore? Why is it called ‘British Gas’ if you can’t talk to someone who understands and also knows how to do their job? I’m in the process of switching suppliers this poor and low level of service has pushed me to do this, and they will keep loosing business! Awful is a nice way of putting this, I’m disturbed of how bad it is and feel bad for the elderly customers who have to contact this company”

Helpful Report

Posted 2 years ago

“British gas fabricated a bill of 1084 pounds of which I had proof that I did not owe but they put a collection agency on to me which sent letter after letter until I showed them proof that I did not owe the money. I have had no apology or any communication for 2 months and I still do not if this action has been dropped, appalling behaviour.”

Helpful Report

Posted 2 years ago

“Thieves they took my bill twice from my account - Then a person called nosi was eating down the phone Then the next operator gave me fake emails to send my proof of payments Absolutely terrible”

British Gas 1 star review on 1st March 2023

Helpful Report

Posted 2 years ago

“Woefully inadequate. It took British Gas three months and several attempts to 'set up' a direct debit (which, incidentally had been fully operational for many years). Repeated email complaints and requests, coupled with online chats failed to fix the error and I was forced into potential arrears with the prospect of being forcibly transferred to a more expensive prepayment option via their abuse of the legal system. Finally I had to work around their incompetence by settling the bills outside of their direct debit system. No operative had any understanding of the problems they themselves had caused, nor how to rectify them, and the promised telephone call from a 'specialist' never materialized. Repeatedly, emails were responded to with auto response promises of a detailed response from a manager, and again such detailed responses were not forthcoming. Complaints and problems were generally either not addressed, or were summarily dismissed by the operatives against whom the complaints were made. Today I have changed my gas supplier, and received from British Gas a patronizing public response PR exercise expressing their 'sadness' at losing me as customer and asking if they could do more, when a more honest question would be, could they have done less'. Undertrained or underqualified staff, aided and abetted or encouraged by feeble and cowardly management indicate that British Gas has a customer relations model unfit for purpose, which may go some way to explaining their loss of hundreds of thousands of customers over the past few years”

Helpful Report

Posted 2 years ago

“Bad customer service after we had no hot water or heating after a service”

Helpful Report

Posted 2 years ago

“They have the absolute cheek to call themselves "British". This is by far the absolute worst company I've ever had the misfortune of dealing with. They are a complete and utter shambles of an organisation who are in dire need of shutting down. You write to them and hear nothing, you contact them and they say they can not help, you then ask them what to do because they are going to start legal proceedings and they say they can not help. They are a complete and utter shambles. I really can not begin to stress how bad they are and how they should be avoided at all costs. You deal with them, let the buyer be aware of the incompetence they will subject themselves to.”

Helpful Report

Posted 2 years ago

“Appalling customer service. I moved home and the current provider there was British Gas. I was staying with my existing supplier so was waiting for that to go though. In that time, gas and electricity supply was disconnected due to fault. I couldn't move in as BG refused to help. Ok, so I waited and once switch was complete, new provider sent electrician out to fix. BG then had the audacity to send me a bill for nearly £150 even though I had NO SUPPLY in that time at all! I spent hours trying to get through the automated service and when I eventually spoke to someone, they didn't know what to do and put me back to the automated system. Went round in circles for hours. No one helps, the automated system is the worse iv ever experienced and they don't reply to complaints either. The fact they are making record profits during this cost of living crisis and they can't even sort their customer service out. They don't even deserve 1 star.”

Helpful Report

Posted 2 years ago

“Avoid at all costs. Shocking customer service. I called during a party in December! Malfunctioning smart meter. Have been trying to resolve this since December. Numerous phone calls and now 2 online complaint forms. Will now write to main address. What a waste of time.”

Helpful Report

Posted 2 years ago

“Where do I start, 🤔.. here goes , my mother in-law passed away in November last year , informed them, provided all the info .. they asked for . They need to refund £360 back . To this day we are still waiting !Every time my husband rings them , they gave an excuse as to why they have not refunded the money back !! British Gas you should be ashamed !! Absolutely disgracefully!! My husband has to grieve , and also have to deal with you lot !! To be honest , I am not surprise after reading the reviews on here !! I cannot find the words to describe this company !! Not very British at all !! Get your act together and sort this it !! Mrs B”

Helpful Report

Posted 2 years ago

“absolutely awful. had to delay moving house by two days as there was prepayment smart meters and no way to top them up. Finally got through to someone that could help me create an account and was given numbers to use when topping up. Cards arrived with wrong name on and cant access online account. Have tried online chat 3 times and called 3 times. by phone they say they cant help and its the website and app that are to blame and by chat they say itll be fixed in 48 hours but isnt and have to start again. Terrible communication. Awful experience. Cant get a straight answer out of anyone and 2 weeks later and 8 hours of chat and explaining the situation over and over again - i am no where nearer to sorting this out and have to top up as a guest. Absolutely awful. moving house is stressful enough but dealing with these people is double the stress of that”

Helpful Report

Posted 2 years ago

“Payment history is extremely inaccurate”

Helpful Report

Posted 2 years ago

“Have been a BG customer for many years. We bought our boiler through them which is still under warranty. We also have plumbing and drains cover with them through a separate policy which carries an excess of £60. One radiator valve started to leak badly and the first appointment they could make for an engineer was over a week later even after telling them it was soaking the carpet and was hard to contain the leak. The engineer came and did the repair and I was invoiced for the £60 excess saying I have 14 days to pay. A 2nd invoice arrived and in the content we were threatened with debt collectors after just 14 days. Will be cancelling all contracts with them and will no way ever use this company again. Disgusting company to deal with..”

Helpful Report

Posted 2 years ago

“over 3billion profit sorry 71 million British gas domestic stop calling your self British nothing British about you tried 4 time to contact you about mistakes you made only to be sent to Cape Town to talk with a lovely person who hangs up on you, leaves you on hold for 34 min then said cant give you what we owe you without a meter reading i give you a meter reading every month i am in credit with you its not about the money its about the service or TOTAL LACK OF IT”

Helpful Report

Posted 2 years ago

“DISGUSTING CANT CALL BG A COMPANY, THERE A TOTAL SHAMBLES . WITH TERRIBLE CUSTOMER SERVICE. I HAD APPOINTMENT ON 9TH JAN TO GET SMART METER INSTALLED THEY WERE TO COME BETWEEN 8-12 BUT 15MINS BEFORE THEY WERE DUE THEY SENT A TEXT TO SAY THEY WERE CANCELLING I WAS TO ARRANGE A NEW APPOINTMENT. I THEN GOT EMAIL SAYING I MUST REPLY BACK BY 21ST JAN , ??? I CONTACTED THEM AND WAS TOLD THEY HAD NO APPOINTMENTS TILL TODAY 15TH FEB BETWEEN 8-12 , THEY THEN SENT A VOICE CALL TODAY AT 10AM TO SAY ENGINEER RUNNING LATE SO WONT ARRIVE TILL 1-5 TODAY ??? THEN AT 3PM RECEIVED A TEXT SAYING RESCHEDULE SMART METER TILL 16TH FEB BETWEEN 8-10. IS THIS A JOKE OR WHAT ????? WHO RUNS THIS SHAMBLES ,I NEVER ASKED FOR A SMART METERI WAS BULLIED TO GET ONE!!!!! . MY GAS METER IS FAULTY AND WHEN I SAID I DIDN'T WANT A GAS METER I WAS TOLD I WOULD NEED TO PAY FOR NEW METER??? WHY IS IT MY FAULT IVE GOT FAULTY METER . NOTHING BUT BULLYS , I DIDNT WANT ONE AS DONT WANT TO BE SCARED TO USE MY HEATING .WHO IS HELPING PEOPLE DEAL WITH BG BULLYING????? WHY DOES THE CEO NOT RESPOND TO THE REVIEWS??? DISGUSTING DONT USE BG”

Helpful Report

Posted 2 years ago

“I had a monthly bill and you allowed me to change it every 3 months who allowed you to do that? You changed this for me to pay more or why what are you doing we allow this I am Disability and it is difficult to pay the monthly bill and you change it to 3 months this is rude of you.”

Helpful Report

Posted 2 years ago

“Tried to take over a gas supply currently with British Gas and gave up in the end and went with SoEnergy who we are with at another property . Can't really be bothered going into great detail but basically trying to navigate the website is difficult as the choices don't seem to be relevant to what I wanted , then given a phone number to call and ended speaking to someone thousands of miles away ( with a very poor line which it always is )who then says they will put me through to the home move team and then they don't answer and after three minutes the person Im speaking to tells me that after three minutes it will be cut off and I will have to call again ! So British Gas why can't you just answer the phone in a normal manner and get through to an intelligible representative as you used to do and sort the issue out , surely its quite a simple thing to do surely ? Or set up offices as in the good old days !! I don't mind paying a little bit more to get a proper service ! because at the moment you are ABSOLUTE GARBAGE !!!!!”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,127 reviews