British Gas Reviews

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

1.2 Rating 3,209 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,209 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Problem dealt with from initial call to engineer(KIERON)attending handled really well.Engineer KIERON polite,helpful and resolved the matter without issue,well done you lot!”

Helpful Report

Posted 7 years ago

“Never infered they have, they have left me without central heating for 5 months, and, no hot water for the last 7 week...and. still not resolved, they can’t visit till later October. I’m not happy at all.”

Helpful Report

Posted 7 years ago

“I have given this rating in relation to the poor customer service I have experienced and the high cost of their cover plans. They have been inconsistent with their polices and my entitlements for the cover I have taken out with them. For three years I had been paying for central heating and radiator cover but was told by the engineer who serviced my boiler that I wasn't covered. I have also had a v frustrating time speaking to their customer service team who do not seem to be in agreement about their data protection policies. Although my partner added my name to the account, and it was confirmed to me that I would have full access, whenever I spoke to a different member of staff I was told something different. I would not recommend British Gas to anyone and will avoid uisng them in the future.”

Helpful Report

Posted 7 years ago

“They did everything possible to stop us cancelling our Homecare cover after experiencing poor service from their engineer. Their automated telephone system is dreadful, email contact was not available, and when you finally speak to someone you are told that they are not able to deal with cancellations, despite that number being given by British Gas on the notification of automatic renewal. All of this after they elected to ignore explicit written instructions to cancel automatic renewal sent by mail 2 months earlier.”

Helpful Report

Posted 7 years ago

“2hours and 2 call centre staff spoken too 1st gentleman was polite and helpful then said the dreaded thing I would get a call back in 48 hours when I saidhis was not good enough he gave me a number to call 20 miunutes later hung washing out and brushed my path spoke to a lady ???who was very rude told again I would have to wait 48 hors for a call back !I asked to speak to a supervisor and was told they would only say the same I informed the lady! I would wait to speak to her supervisor 5 minutes wait and was told someone would call me within the hour with my recent experience with British gas I will believe it when I see it, will be looking to cancel all I have with them can not believe how a company of British gas standard has deterioted so badlyJudging by the bad reviews written they are not going to improve.”

Helpful Report

Posted 7 years ago

“Was a customer for 3 minutes. To a service plan out and then wentto book a service and they exepct you to wait in 5 hours for a slot........”

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Posted 7 years ago

“Absolute Cowboys! I wouldn’t trust them to change a plug. They are currently paying Trustpilot to put fake 5 star reviews on also.”

Helpful Report

Posted 7 years ago

“Lied to by BG who said engineer had called when he had not. Manager very rude when I had explained a missed visit to my sick 91 year old mother and that I had a 7 year old staying with me. 48 hours without hot water or heating”

Helpful Report

Posted 7 years ago

“Have a service agreement for a couple of flats which costs £341.98 per annum. Currently no heating and no hot water. They cannot get out until tomorrow afternoon and expect the customer to take the afternoon off work. So, inconvenience and extra cost! When I phoned up to complain the advisor suggested we boil a kettle!”

Helpful Report

Posted 7 years ago

“Demand for totally wrong amount, harassment for payment”

Helpful Report

Posted 7 years ago

“Customer service is absolutely appalling. They gave out my personal information without my permission.”

Helpful Report

Posted 7 years ago

“Spoke to a rude south African who basically told me I was free to leave if I wasn't happy. Shocking service.”

Helpful Report

Posted 7 years ago

“Very poor is not enough to describe BG service. After boiler and new radiators installation I have been left with leaks all over my ceiling in one room, just because their "professional engineer" didn't bother tied up the pipes, radiators were installed on to existing horrible and very old pipes, I have specifically asked for valves on the radiators and been told, "yes, yes, valves are less of his worries" WTF and of course there is no valves installed on the radiators. Their "professional" work cost me £4000 IT IS LESS THAN VERY POOR”

Helpful Report

Posted 7 years ago

“Had boiler serviced in june. Put heating on after heatwave summer.water is fine. Charging us call out because of their bad servicing.”

Helpful Report

Posted 7 years ago

“My central heating boiler is old, doesn't cost a lot to run and has worked perfectly since my wife and I bought our house (in Grantham 23 months ago). That is until it was serviced in April, for the second time, by British Gas. The engineer remarked at how clean it was and how quietly it ran. However, a few days later the pilot light went out. Although it relit easily the problem persisted sometimes going out after a few days or more. I requested a repair and,in May, a new thermocouple was fitted and I was asked to monitor performance. The problem came and went at irregular intervals, the biggest being 29 days, so I requested another appointment and this was arranged for August 6th. The first thing the "engineer" did on arrival was to tell me that "hot gases" from the boiler flue were "scorching" the wood of an adjacent storm porch. This was despite the fact that paint was flaking off on both sides of the porch because redecoration was required, nothing to do with "hot gases". He then diagnosed the problem as a faulty gas valve but told me that parts are not available. Not true since they are available from several suppliers but BG doesn't keep them. He then proceeded to fit another new thermocouple and an overheat stat, all the while telling me I need a new boiler and asking me to arrange an appointment to get a quote from BG which I did to shut him up because he went on about it for so long. I was saved the trouble of cancelling subsequently since the sales rep. was off sick and couldn't attend! Before leaving he told me my boiler is a fire risk and should be turned off. I declined. When he had gone I saw that he had left a "do not use" card in the boiler. I then called in an independent gas safe registered engineer who confirmed there was no problem with "hot gases" and that gas valves are available if required. From this experience I can only assume that the "engineer" is in some kind of commission scheme for generating appointments and selling new boilers. Today I received an email to tell me my Homecare agreement will renew shortly with a telephone number to call with any query. Why would I want to renew if parts are not available? I called it and was faced with an automated system that asked me to say my reason for calling then told me it didn't recognise that reason! Apparently "cancel" is not in its vocabulary. You have to say "Homecare" then answer "yes" when the system asks you if it's about a renewal. After 10 minutes I got through to someone and explained the reason for my call. She asked me to hang on. A few minutes later she told me that I needed to speak to the cancellation department but there was a long queue which I could either join or have a call back from BG. I opted for the latter and was told it could take up to 48 hours!! I asked why I had to speak to someone else and was told she was not authorised to take cancellations. I remember when British Gas was easy to deal with and gave good service. What happened?”

Helpful Report

Posted 7 years ago

“Very bad company, customer service zero. We bought a property with British gas supply wanted to carry on with them monthly tariff around 89£ was paid unbroken after received a letter with an outstanding bill over 1000£ very shocked the information given at first was wrong and still paying the balance moved to bulb only pay monthly 78£ around 3 month now received a letter to say our actual consumption is law they want to reduce the monthly tariff. British gas rob you off. Keep far far away.”

Helpful Report

Posted 7 years ago

“Nothing about British Gas makes me happy. Their service contract prices have increased massively and their service standards and response times have fallen rapidly. I cancelled my Homecare 4 contract when it reached almost £1.000 a year on top of a £100 call out charge for any heating problems. They are losing customers like water running down hill, that has to tell you something! It makes me wonder if BG is looking to get out of the retail market and concentrate it’s business on the Centrica wholesale supply of gas.”

Helpful Report

Posted 7 years ago

“I really didn't want to give BG even one star but unfortunately I have to. They began by offering reasonable prices and then have almost doubled the charges with very little notice (£120 to £220 per month a 2 bedroom terrace). Ridiculously overcharging your customers and poor customer services is the reason I will go elsewhere!! Terrible experience”

Helpful Report

Posted 7 years ago

“I wouldn't use British Gas again ever. Their customer services is no-existent. I bought my second home in June 2018. The property had a prepaid meter installed so whilst we were doing the up we kept the prepaid meter going, topping up at the Post Office as we went along. British Gas keep sending us the same bill for 'paying monthly', I have phoned them 5 times now to explain we have a prepaid meter, every time they check and after about 1/2 an hour they say 'yes you are correct we will credit the bill'. Every month I get the same bill again, go through the whole process. Today I received a bill where they have added a charge to my account. Thank you very much British Gas, three months on and about 5 hours of my time and you still cannot sort the problem. I give up! I wouldn't give you any stars you don't deserve it!”

Helpful Report

Posted 7 years ago

“smart meters they don't work and then you end up with a massive bill do British Gas care no they don't the fact that the technology provided it's not their fault. Poor service”

Helpful Report

Posted 7 years ago

British Gas is rated 1.2 based on 3,209 reviews