British Gas Reviews

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

1.2 Rating 3,174 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,174 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 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 5th September 2025

British Gas 1 star review on 1st May 2025

103

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

“British Gas plumbers do not feel accountable or responsible to put right their botched job that has left us with no hot water and only intermittent cold water coming through some taps. They knew from the start that our children suffer from skin conditions and that we need regular water supply. Their job was to change the cold water tank, but after two days, we have an issue that was not there before they arrived on our property. An airlock their plumber told us happened whilst he did the work but had supposedly been resolved, has left us with no hot water and little cold water coming out of some taps barely 48 hours after. Calls to the agent and the plumber have been ignored as soon as they realised it was an emergency that needed resolving today. Despite sending videos and emails from 8am, British Gas have removed themselves from dealing with our lack of water supply and said we have to wait a further 3 days for anyone to come out. One call handler even hung up when we asked for her name as we wished to complain that she had asked for payment for them to attend as an emergency to restore our water. In all of this, they have been paid even for parts of the initial quote which we cancelled but they said they will issue a refund for. That's another story of having been quoted for work we didn't need but were told we should have done. All we wanted was for the cold water tank to be replaced, but they went into how a magnetic filter (which was already present) should be changed and how we needed to have a power flush. After being paid for more work than was carried out, they have treated us very disrespectfully and left my family worse off than when they attended our property.”

Helpful Report

Posted 7 months ago

“After an unsuccessful attempt to resolve some extra charges, my account was suspended, causing me to lose access to around $123,000 (my initial deposit). Luckily, a friend recommended (Benito Gabriel ), and their team managed to recover not only my original investment but also the profits and bonuses I had earned, preventing a potentially devastating financial loss. 𝐄𝐦𝐚𝐢𝐥 —𝐁𝐞𝐧𝐢𝐭𝐨𝐠𝐚𝐛𝐫𝐢𝐞𝐥𝟒𝟒𝟗@𝐠𝐦𝐚𝐢𝐥.𝐜𝐨𝐦 𝐖𝐡𝐚𝐭𝐬𝐀𝐩𝐩 —- +𝟏 (𝟓𝟎𝟓) 𝟒𝟎𝟐-𝟎𝟕𝟏𝟒”

Helpful Report

Posted 7 months ago

“My tenant is an amputee with multiple health problems.Rang British Gas really fraught as heating had gone off.This was Friday evening and they gave me a slot for next morning.The engineer Paul took his time unravelling what had gone wrong and after sorting out the mess put in a new board much easier to use.This young man was kindness itself,very caring and very good at his job.Thank you Paul and thank you British Gas.”

Helpful Report

Posted 7 months ago

“They opened a second account in my name and are harrassing me and the landlady for money owed on that account. They literally made an account, made up a number, and are trying to charge us for it. Should literally not be allowed to be a company anymore, this is criminal behaviour.”

Helpful Report

Posted 7 months ago

“My mother in law passed away in September 2024 and she was in credit by £400. It is now 24/1/25 and despite numerous calls British Gas have not refunded the money to the Estate. Meanwhile they continue to send e-mails inviting my mother in law back to them as they are sorry she left!”

Helpful Report

Posted 7 months ago

“TWO British Gas " engineers "attended my annual boiler service which was working perfectly. When they left the boiler was not working and left me with no heat or hot water for two days. An EXPERIENCED engineer from a local independent company attended and repaired the fault which British Gas had created. I am a retired plumber and please take this advice from me : Avoid British Gas as many of their so-called engineers are without experience. I am now with HomeServe and they really are very good. Many Homeserve engineers have left British Gas due to its poor management practices.”

Helpful Report

Posted 7 months ago

“British Gas installed a new boiler on the 16th December 2024 and left me with no hall lights. After over 10 phone call they eventually sent in a subcontractor electrician (they don't have their own!!) , the same one that was involved with the original install. Absolutely useless, didn't even turn up with the right kit to check problem. British Gas have just contacted me on 24th January 2025, basically 5 weeks after leaving me with no lights and refusing to take responsibility. Must have just been a coincidence that the lights went down on the same day as they installed boiler. Surprisingly I've only been in this house since 1997 (27 years) and the lights suddenly don't work after your visit. Now I know why you only have one star out of 3000 reviews. Complete cop out, SHAME ON YOU!!!!!!!”

Helpful Report

Posted 7 months ago

“British Gas installed a new boiler over a month ago and after installation, left me with no lights in hall. After over 10 calls they eventually sent in a 3rd party so called electrician. Hopeless and incompetent to say the least, didn’t even turn up with the right kit. British Gas are now refusing to accept responsibility and according to the kid on electrician it was a pre existing problem or just a coincidence that the lights stopped working on the same day as the new boiler being installed. According to the most recent call from complaints department, it would cost them too much money to send in another electrician and are not taking responsibility. What a complete cop out British Gas and shame on you for not fixing a problem that your subcontractor created. No wonder you get 1 star from over 3000 reviews.”

Helpful Report

Posted 7 months ago

“Avoid homecare cover, dont waste your money and go elsewhere. If I could rate my experience out of 10 it would be -1000. Where do I even start, unprofessional customer service, incompetent engineers and over priced policies. You are charged and excess even for your boiler to be misdiagnosed by one of their ‘professional engineers’, not to mention each engineer they send out lacks in qualifications and knowledge. Its complete luck of the draw who you get on the day, could be good or bad. Don’t think about calling up to discuss your policy, their customer service agents clearly aren’t trained competently, not to mention each agent contradicts one another. If you have a complaint you’ll be speaking to someone ‘not technical’ as the engineers call them, so again being misadvised. Finally, if you get to the complaint stage you’ll be given a shoddy outcome and palmed off. If you dare to challenge it then you’ll ultimately be ignored. Our experience has been hell. Avoid this at all costs. I know people that work in the heating industry, all of them laugh when you mention British Gas. Not to mention many of them go out to fix the issues caused by British Gas’s so called ‘professional engineers’. Not sure how this company is still operating, if you read online they are losing customers by the day, including myself.”

Helpful Report

Posted 7 months ago

“Urgent for all readers. The government have now ordered a review of OFGEM. I would therefore implore anyone reading this to take part in the survey, and air their grievances against British Gas. Please log onto www.gov.uk/review-of-OFGEM-call-for-evidence. As an alternative you can use google to locate it.”

Helpful Report

Posted 7 months ago

“THE WORSE,BAD, INCOMPETENT, SCAM COMPANY YOU CAN IMAGINE I strongly advise you to avoid this company.”

Helpful Report

Posted 7 months ago

“Homeserve through British Gas are a joke and their customer service is rubbish”

Helpful Report

Posted 7 months ago

“Looting Energy company, awful experience”

Helpful Report

Posted 7 months ago

“Putting the bills up at this time of year knowing we have to put on the heating is a dirty move. How you sleep at night I don’t know. The millions of profit you make ! Shocking”

Helpful Report

Posted 7 months ago

“Everything from communication between departments to engineers turning up 5 hours late.Weve had no water for two days and still no sign of promised repair being done.Lodged a complaint and was told it could take 7 weeks to resolve.No doubt a reflection of the fact that a recent newspaper article put British Gas bottom of the table and that they had 1.4 million complaints in last 18 months.Perhaps if they paid their ceo less than the reported £8.2 million in 2023 they could spend more on improving their worse than useless customer service experience.”

Helpful Report

Posted 7 months ago

“Heating was cutting out, engineer came to fix, he appeared to do a good job which we sent a good review for, a day later noticed no hot water in kitchen tap, which by the way we NEVER HAD a problem with before, and heating is still cutting off, lodged a complaint.”

Helpful Report

Posted 7 months ago

“Call centre usless..carn't get a bill ..smart meter terrible..”

Helpful Report

Posted 7 months ago

“Absolute terrible service portraying helping hand to people with living crisis passed thier details to credit file and and passed thier details debt collection after agreeing the repayment absolutely jock promised to look into but no call or return call from the company”

Helpful Report

Posted 7 months ago

“I booked in to have a quote for a new boiler installation between 1 and 5.30. I went upstairs to put my baby down for a nap at 1.15 at 1.22 i got a message saying that my engineer had called and I was not in so they have cancelled the appointment. I called to say I had been in and they range the engineer who said he had rung the bell but had knocked and there was no possible way he could come back, I called at 1.30 once my baby was asleep. So I didn't get my boiler quote.”

Helpful Report

Posted 7 months ago

“Relates to smart meter installations or not as the case is. As with others don't deserve any stars in my mind. Initially enquired about EV tariff and told no problem if wanted to proceed. When contacted again told needed to have smart meter for electric supply first. Arranged appt. for Dec. 2024, no one turned up. 'Phoned back and told appt. that I'd been told had been made was not made/processed any further from call. Made further appt. for Jan. 2025, I rang day before and had heard nil, assured that appt. was booked and that would get visit the next day. Surprise surprise again no one turned up. I called again - no record of previous day's contact. Ridiculous having a call centre in S. Africa that only 'speaks' online with Planning Dept. in UK. Asked for appt. within the week given the issues encountered - this after being referred back (from UK) to call handler who dealt with initial complaint in S. Africa. Offered another appt. in 3-4 weeks which I declined. Asked call handler to speak to Planning Team and arrange an appt. as soon as possible. Heard nothing in 5 working days - though requested confirmation within 24hrs. 'Phoned again and got offered an appt. in 3 weeks to resolve issue - no assurance that appt. would be met as Planning Dept. arrange own workload - even though appt. date and time communicated to customer is sent through to them. Declined appt. and told was being referred back to manager of call handler in S. Africa. was going to go elsewhere for smart meters, but have to be installed by current supplier. Then, if I do move, new supplier may not be able to access meters installed. Valued customer I think not. Plus, when you try to give feedback in callback received you're cut off after being told verbal feedback requested is not understood - has happened x3 times thus far and other occasions have not been able to access call. The sooner we can move supplier the better.”

Helpful Report

Posted 7 months ago

British Gas is rated 1.2 based on 3,174 reviews