British Gas Reviews

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

1.2 Rating 3,243 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

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Metrics

1.2

Based on 3,243 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Live Chat

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

“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 3 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 3 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 3 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 3 years ago

“Payment history is extremely inaccurate”

Helpful Report

Posted 3 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 3 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 3 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 3 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 3 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 3 years ago

“15 January2022 to 6 February 2023 . Only gas bill 6500£ .6 months my house inside building works.we don’t use gas .because not boiler and kitchen for food we use gas bottle.after call C S and now send me new bill 2966£”

Helpful Report

Posted 3 years ago

“CHRIST ALMIGHTY I cannot speak to anyone. I have moved into a new home, and have received a bill despite not having an account with British Gas. I cannot get through to anyone, and the bloody phone line keeps auto hanging up once going through all of the stupid options.”

Helpful Report

Posted 3 years ago

“I moved to Octopus energy as we haven't had a gas bill since Sept 2022 and have a £1500 credit on account. I have requested a final bill and now getting debt collector text messages saying I owe £350 on the electric. I have logged in and the electricity account states closed and £0. Absolute shambles of an organisation. Moving our business supply from them now also.”

Helpful Report

Posted 3 years ago

“south Africa british Gas call centre is a shambles they treat customers like its south African police at a traffic stop in a township, all act like they are the colonel of Blood Diamond. No skills empathy never listen to you what a set of Kranks. To save heating rent lighting costs in u.k.”

Helpful Report

Posted 3 years ago

“The call centre is an absolute disgrace, you can hear everything in background, I heard someone's address and bank details when I was on to them. The do not have a priority service for vulnerable people. The advisors either ignore your question or treat you as if you are stupid and talk to you like you are dirt. I have moved away from them and I would advise people not to go near them.”

Helpful Report

Posted 3 years ago

“Dyenerod fixed a leek under my kitchen sink the water in my sink wont flush away and they wont come back”

Helpful Report

Posted 3 years ago

“Sept 2021 my elec reading cud not be accepted by bg online a/c, this went on for over a year and every month i had to send them a foto of my meter to prove the reading. In june 2022 bg deceided to change my meter. Job done or not as the bills they sent me were non sensical. I went to the ombudsman who accepted my case. BG agreed to do the 3 things that the ombusman told them to do. (1) apologise for my inconvenience ( they sent the letter to the ombudsman and not me) (2) put the meter reading (for billing purposes)back to the correct number and (3) pay me compensation ( credited to bill). I assumed rightly or now wrongly that if my account was corrected that i would receive a correct up to date bill - not so. The bill had at least 20 items on it both debits and credits, the latter outweighed the debits by £200+ but did not add up to the final figure shown. I went back to the onbudsman who told me to contact the person who wrote the letter of apology this i did 2 wks ago but the agent answering the fone cud only send him an email to ask him to contact me. Today i chased them again only to find out the person who wrote me the apology letter (17/1/23) had not been at bg for some time! (Do they have robots writing letters now?). I asked 2 speak to his boss - sorry can't put you thru but i can email him an ask him 2 ring you (dejavu). I now wait for him (or a robot) to contact me but in the meantime have raised yet another complaint with bg and if nothing heard will go back to the ombudsman. Incidentally the person/dept i need to speak to is customer relations - believe me if it weren't for the energy crisis i wudve sacked off bg a long time ago and had NO relations with them at all. I do sympathise with all bg complainants and urge you to go to the ombudsman.”

Helpful Report

Posted 3 years ago

“How this company has not given me a heart attack with stress I will never know , hour after hour on the phone at least 15 complaints raised on my behave , no body in that company cares , shunted from pillar to post , still no refund after 8 weeks , same old rubbish every time I call , still waiting for credit meter to be installed in new address , it goes on and on , don’t even deserve one star , very poor is understatement of the year !”

Helpful Report

Posted 3 years ago

“Absolute rubbish. I Have tried to obtain a bill and have used the on line chat. The call centre is based in India and they are very difficult to communicate with, finally I chatted with a supervisor named Fauzi he was a devious twisted individual who tried as hard as possible to get me to pay by direct debit and suggesting that the Government rebate had not been received by British Gas. All fantasy they are tasked with bringing in as much money without regard to the customers financial position or requirement for the service.”

Helpful Report

Posted 3 years ago

“Poor management and a lack of professionalism are my experience of British Gas. Where do you even begin, I was lied to about the amount I would pay, promised a deal that never materialised and then it changed without consent once the contract was signed. I have had ongoing problems, the recent: I had a direct debit set up, I was in credit, they then suddenly pushed up my DD without letting me know, not by a small amount either. This caused huge financial problems as they wiped my bank account clean, which meant there was no money to pay other bills, including rent. I was then told it would go back to the original DD. It took 3 months to resolve this issue. I paid in extra each month, on top of my DD to make sure I wouldn't be hit with a huge bill all at once. While I continued making extra payments, they stopped taking the direct debit, for months, never told me, the DD was still active; and as a result, I ended up with a massive bill. (6 months of not taking payment) Again, they pushed up my DD without telling me, cleared my account, again, and claimed they did tell me of the changes (in small print in a random emails that had nothing to do with payments and billing.) and the reason they didn't take the DD, because I was making extra payments too close to the DD date and it was withheld; ummm!! What??? A year later, after having to go through Citizens Advice to get that complaint addressed, I was assured it was all sorted, I am back where I started. Same problems, they added an extra payment onto my DD without telling me, to clear this massive bill, (that they created by not taking DD payments.) I have spoken to 6 different people over 3 weeks, not including the 4 hours today on the phone, nothing is resolved. More lies, a long list of excuses, even more lies, no responsibility, not my department, I didn't talk to you, I never did this, I never did that. And then the pure joy of dealing with a 'snowflake' who can't deal with anything that's 'negative and too much like hard work'. So, here I am, the one who has to pay the price both financially and personally because of this poorly managed company, with incompetent dishonest staff can't work to a basic standard. British Gas, is a perfect example of how broken, and rapidly declining Britain has become. Poor service, duplicity, incompetence and a profound lack of responsibility, culpability and accountability. It's not just the government, it's the entire infrastructure and mentality of the society. A society unwilling to get their hands dirty and make the changes so desperately needed, a society that has allowed this sickness to take root, spread and prevail.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,243 reviews