British Gas Reviews

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

1.2 Rating 3,139 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,139 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

“Garbage. Could not diagnose a fuauly pump. Want to replace boiler. Avoid them.”

Helpful Report

Posted 5 years ago

“They are absolutely scamming people with the worst service ever seen and experienced . I am in absolute shock, I will be taking them to court”

Helpful Report

Posted 5 years ago

“My complaint is like many on here, seems they refuse to listen and learn from their mistakes, or simply don’t care about their customers. We’ve been with British Gas for 8 years, paying monthly by direct debit for home care. Part of this is for an annual check on our gas boiler. Only once in the 8 years has the appointment that was made for an engineers to come out honoured on time. Every time after they just fail to turn up on the appointment day, and when you eventually manage to talk to someone they say, due to sickness bla bla bla, once they said they knocked and no-one was home, so when I mentioned my CCTV and no one had called, they eventually said, oh he off sick. Last year 2019, our gas boiler wasn’t serviced at all, to many failed appointments and I frankly gave up on them. Now were moving home soon, so I called to make an appointment for the gas boiler to be serviced, 3 months was the wait time, so I complained and said we would have moved by then, so I managed to get the appointment for mid-March. If I’m honest I just know they will cancel or just not turn up. I’ve cancelled my account with them. Truly shocking company, only thing we can do it switch and leave, they don’t seem to care about their reputation or customer care, so hit them where it hurts, they cash flow.”

Helpful Report

Posted 5 years ago

“Brtish Gas are the worse. My home care cover includes 1 kitchen appliance. It been an absolute nightmare trying to get my dish washer fixed. This has been ongoing for the past year. The issue I have is getting an engineer to actually come out. Often, and despite arranging a visit,no engineer turns up on the day, or they pretend that an engineer came to the house and knocked on the door. Even though I have been in the house waiting all day for the engineer to arrive. This situation occurred a few times. Or an engineer will turn up only to say that the pre ordered parts haven't arrived or that they have arrived only to be sent back to the supplier ( for no reason). So it continues.”

Helpful Report

Posted 5 years ago

“Awful customer service. You can't hope to speak to a human about your account. No customer services number past 5pm - dreadful support. The app is inaccessible and the online "chat facility" is on permanent hold. I looked up on their customer series online support, "leave British Gas" or "end contract" and even they came up with no results!”

Helpful Report

Posted 5 years ago

“Horrible customer service. i am chasing for 2 months to sort my supply. Never use them !!!!!”

Helpful Report

Posted 5 years ago

“Tried for 2 weeks to query big hike in homecare costs...unable to talk to anybody. Get messages telling me to phone...18th in queue with 37min wait! Awful.”

Helpful Report

Posted 5 years ago

“British Gas. What a joke. My boiler stopped working, so phoned British Gas, who said it wasn't their responsibility, phone my housing association. Just seen an advert stating if anything goes wrong with your boiler phone them. One hand doesn't know what the other is doing. They are basically saying, if you buy a house and been living in it for 20 years, a problem arises, then phone the people that sold the house to rectify the problem. What a joke this company is!!”

Helpful Report

Posted 5 years ago

“we had to wait until may 2020 for a service for 2019,all the while paying 20 pounds a month. terrible web site,worse app. 20 minute wait to talk to someone.”

Helpful Report

Posted 5 years ago

“What a rip off this company is. I am on prepayment smart meters. Top them up once a fortnight usually £15 on each. The gas lasts approx 4 days and electric almost a month. When you eventually get to talk to someone and ask to offset the money between each, they haven't got a clue. What a joke.”

Helpful Report

Posted 5 years ago

“Every time I try to top up my meter & the app says update the current version you attempt to do so and sorry a problem at our end so unable to top up which is not acceptable if very low on credit at the time”

Helpful Report

Posted 5 years ago

“Power is never cheep, but as an couple in a small bungalow our average combined monthly bill is £200.00. Last month (27 days) our bill was £800.00! This cant be correct? Something has gone wrong! BG wont even discus the possibility. We will dispute their smart meter, take us to court.”

Helpful Report

Posted 5 years ago

“The service Dyno Rod has provided is deficient as it failed on several occasions to diagnose a leak in my home over several months. Dyno Rod, reassured me that there was not a leak on numerous occasions despite my insistence and that of Essex water that their was a leak was in the house causing higher than average bills. I then incurred massive damage to my property from and had to contact my home insurance to remove contents and repair. The complaints liaison that British Gas/DynoRod provided was ineffective and took several months to investigate my complaint and on one occasion apologised for the delay because he was ill. Their insurance is denying liability and his resolution was for my insurance contacting theirs to sort out and an offer of £200 which I refused. I intend to make their actions public and look at obtaining a fair resolution legally. I have reported to the Ombudsman and taken advice from Which? Legal as I have had Looses of over £2000 which are: Insurance Excess - over £600 Increase in insurance premiums Inability to use rooms and living room to date Inconvenience and time taken off work to deal with the results of the damage. Please be aware that DynoRod/British Gas’s home emergency cover is quite happy to take premiums but their service is extremely poor and they do not accept responsibility when their failure to rectify a small problem causes massive amounts of damage.”

Helpful Report

Posted 5 years ago

“Rubbish customer service . We pay too much money . We have two meters at home and we call British Gas to explain them that something must be wrong because it is not really possible to pay the same tariff for both of the meters . We were on the phone for 2 hours trying to explain the situation and no one of the staff was able to help us I personally think that they don't really know the job. Finally we have been told that the management will look at our account and try to sort the things out for us . Unfortunately they haven't contact us at all and they just take the money of form the direct debit . Seems to me that no one from their management staff even looked at our account . The reality is actually that you can't really explain your problem they just don't know what to do . So disappointed that we have switch to British Gas .”

Helpful Report

Posted 5 years ago

“I have kitchen appliance cover and it isn’t worth the paper it’s written on. They are an absolute nightmare. My washer dryer packed up 7 weeks ago, and it’s still not sorted out, 3 people have been out to fit new parts and it’s still not working. It was finally written off by the repair man last week. I am now waiting fir a call back to let me know what is happening, as I still haven’t heard anything and it has now been another week gone by without my washer dryer being replaced. I’m fuming don’t get cover with BG they are awful. I will be cancelling my policy and going elsewhere.”

Helpful Report

Posted 5 years ago

“I have been a paying customer for the past 16 years but the level of service I have received the past few months has been appalling and I am so upset that I have cancelled my insurance, I am paying £76 a month for dreadful service, well not anymore !!!”

Helpful Report

Posted 5 years ago

“British Gas have a serious issue with honesty and transparency IM experience! Currently compiling case for the Ombudsman as I felt that I had no alternative but to leave with ongoing complaints unresolved and more and more irregular activity on my online account. Still a customer and no accounts settled but my meter read history has been archived and some non-bill meter reads pertinent to my complaint I am told have been removed! This is not the open honest solutions orientated approach one would wish for. The issues is a systems issue they should be grateful that I am highlighting it. System records meter reads as customer generated meter reads when they are not. Not good British Gas though I do see that others are suffering much worse. I CANNOT RECOMMEND this company but I do acknowledge that there are some hard working operatives who do their best to help, beleaguered customers when being thwarted by the companies systems and customer relations acting against customer interest rather than helping.”

Helpful Report

Posted 5 years ago

“First time I needed them they cancelled my appointment and said they now don’t service oil burners although this was my main concern at the start. They lied. Prepared to take the monthly money but not perform their job!”

Helpful Report

Posted 5 years ago

“This company’s got so bad with customer service ...long phone wait and then the person on the other end seems to no know there Job role, App doesn’t work properly the whole place is a nightmare AVOID”

Helpful Report

Posted 5 years ago

“Waiting time on phone system not fit for purpose System for reporting previous owner no longer at the property not fit for purpose Was put through to complaints dept was told by advisor 3 min waiting time 20 mins later terminated call not fit for purpose. Conclusion sack directors and get people in who know how to run a utilities business not jobs for the boys. 0 stars”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,139 reviews