British Gas Reviews

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

1.2 Rating 3,208 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,208 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My son moved into his new flat today and it's a pre payment meter for electric, we have tried getting through to british gas numerous times today , only to be put through to a stupid automated service, he now has no electricity and is a vulnerable adult , this is appalling service, shame on you british gas”

Helpful Report

Posted 5 years ago

“Have you paid your bill on time? Great! Here are some punitive charges on your account! Do you use a normal amount of gas in your home? Great! We can offer you one price, and then charge you 50% more throughout the year! Would you like to speak to someone? Great! Here is a chat box operated by a monkey with a typing stick and a progressive degenerative neurological disease! Welcome to British Gas, where the onus is on you to fend off our aggressive and devious charges and we already added to your bill. We know you're too busy to dig into just how hard we're shafting you - and we love it :)”

Helpful Report

Posted 5 years ago

“I'm writing this review on behalf of my mum who does not have the means to post it herself. She is a pensioner in her 70s living in south Cambridgeshire who has had a contract with British Gas to service her boiler for years. She was recently contacted by them to say that they were unable to carry out a service this year. They refunded the money for the service and she found a local accredited tradesman to do the job. He discovered that her Magna Flow filter had not been cleaned for years and was so badly silted up it needed to be replaced. When she checked her records, the BG engineers had ticked the box to say they had cleaned the filter every year. This has clearly not been the case so they have a blatantly lied to a customer and charged her for work they have not carried out. She has complained to BG, but all they will do is offer her a discount for a new service agreement. This is clearly not what she wants as they have done such a poor job. I believe they should compensate her for the new filter at the very least. It is shocking behavior, especially for a company that portrays itself to be warm, trustworthy and reliable.”

Helpful Report

Posted 5 years ago

“I was with one of their homecare plan. I booked my annual inspection months ago, on the appointment day I kept receiving messages saying that the engineer is on his way and close 5pm I received a call from someone who claimed to be area despatcher said he is cancelling my appointment. I tried to explain that it is very difficult to take time off for me, he didn't want to know, in a very commanding manner he forced the cancellation on me. They made be wait at home till 5 and cancelled the appointment. The person who cancelled the appointment was not emphatic, sounded argumentative, I was with them for years. I cancelled my membership, put £300 claim for my lost day and suffering, waiting to hear from them. I am with another homecare company now.”

Helpful Report

Posted 5 years ago

“BG give great promises, but don't stick to them. Their first priority is getting your money under their belt. I had them for boiler cover. They came in June and were in the house for 3 minutes. Ran up to the boiler while leaving the front door open, looked at it, slammed the cover shut, ran down the stairs and out again. Didnt service the cooker or check the heaters. Only after making complaints might they do something. I will never use them again. Stay away from them. They wanted over €400 for those services.”

Helpful Report

Posted 5 years ago

“Waiting for a electric payment card for 7 days. I called today and was told I asked for a gas card now have to wait another 10 days for an electric card .I'm not happy”

Helpful Report

Posted 5 years ago

“I switched to British gas from Npower as BG were offering smart meter and a better deal. I was with Npower for 4 years and the final year I was with them my bill was £1600 for the year (gas and electricity). I was working from home so I expected it to be high. When I changed to British Gas, I had stopped working from home and was rarely at home. My bill for the year was estimated around £1400 (based on previous usage from Npower). I was really surprised that each quarter my DD was increasing! I couldn't understand this as the smart meter had stopped working and was not giving any type of reading out. It was not possible to obtain a reading from the electricity box. When I received my final bill, for the whole year it was £2400!!! I worked out the wattage that BG had sent me and it seemed way higher than any year I have lived at this address! In fact it was almost double one of the years. I called customer services who agreed it was odd and but could not tell me if it was an estimate or where these figures had come from...I was passed through to various departments and back again because no one could help (or could not be bothered) then eventually i got cut off! I called again and again and eventually I gave up! I am with a different power company noe and my usage is no where near it was with British Gas! My bills are lower than ever! The smart meter broke and BG deny that it was broken when I had photo evidence to show it was broken. They are a company I will never ever use again! Customer service weren't helpful at all.”

Helpful Report

Posted 5 years ago

“Don’t use British Gas. One member of staff claimed they never received my gas reading number and told me I owed over £1000 despite another member of staff saying they had sent someone out to read it and gave me dates they had recieved my reading. Told me debt collectors would come after me if I didn’t pay it. Claimed I had only paid £180 worth of bills when I had paid over £500. Rude staff. Just appalling service.”

Helpful Report

Posted 5 years ago

“My account was paid by direct debit over 3 years for boiler cover and an annual service. The first service was not done during the first year, it was done 3 months into the 2nd year. The 2nd year's boiler service was ignored and never completed - massive breach of contract. The 3rd and final year still no boiler service offered, still waiting on the boiler service for both the 2nd and 3rd year! I phoned BG, they offered me a £65 refund for no boiler service for the 2nd year despite paying over £300 for the service. I was given a date in November 2020 for the 3rd year boiler service and I was ASSURED that this boiler service would be undertaken and not cancelled due to Covid-19 as the account had been paid for at least 2 years with no boiler service. Received numerous texts asking that I cancel Novembers' boiler service and receive a £65 refund again (for another £300 worth of DD's). Every text was declined, I wanted the boiler to be serviced. Then received a phone call this week informing me that the boiler service will be canceled, I argued NO, as I have already waited for 2 years, Requested to speak to a manager only to be declined. Costumer support lady was rude and obnoxious to the point that I ended the call. Complaints over both webchat and telephone are unobtainable as webchat is down constantly and the phone will call will be ended before you reach an operator. absolutely disgusting customer service and to have a company like BG have you pay for a service only to not deliver on the service and ignore you is outright deplorable. STAY AWAY!!”

Helpful Report

Posted 5 years ago

“Have a dual fuel account with British Gas which had a smart meter in the property. The tenants left and the property was empty for 5 weeks. The bill for electricity in a flat was over £250 and gas over 60 in a 5 week period. The call centre is constantly unobtainable (hold times in excess of 30 minutes, but cuts you off before then anyway) so you can not dispute the figures. There is suppose to be a smart meter there, which should accurately give these details to them. Appalling company avoid at all costs.”

Helpful Report

Posted 5 years ago

“Cannot believe how such a sham company getaway with how they sell their products or treat their customers. Bunch of liars. They signed me up promising cheap rates for my business over the phone and clearly quoted me a monthly bill figure which they knew was false as they had been supplying to the same business the previous year and I was just buying it and keeping same energy supplier. Once my first month bill came I knew they had deliberately put a lower estimate on the businesses consumption to show a low monthly cost when quoting me. The bill was more than double what I was quoted I would expect. And worse, they told me when signing that there wont be any cooling off period as it was a special offer and I am accepting as such. Couldnt believe that after months of wrangling and complaints they actually tried to put the blame on me our volume of usage etc. Finally I am kicking them out and NEVER AGAIN BRITISH GAS”

Helpful Report

Posted 5 years ago

“After the terrible experience posted previously, I was highly motivated to explore ways to sever ties with this company. So, on a positive note, I will save myself at least £20 per year for the same level of cover, and between £100 and £200 on fuel. Thank you British Gas, for stirring me out of complacency.”

Helpful Report

Posted 5 years ago

“The internet site and app are the worst in the whole wide world. You cannot access your account!! You call them and don’t get replies. You can’t do anything online! A hopeless / cowboy internet/ app site I have ever come across 😡😡😡😡😡😡😡 Disgusting and Disgraceful 😡😡😡”

Helpful Report

Posted 5 years ago

“The engineer didn’t turn up for a booked repair. The repair was bumped 7 days ahead. BG’s response was to advise me to find my own engineer which they would refund. The whole point of having insurance is that the insurer deals with everything. I was also offered £20 compensation. The next day a manager phoned and insisted that I close my complaint. When I refused, he told me the first person I spoke to should not have offered the £20 and he was ‘taking it off the table’. This is the service and attitude you get when you renew your policy year after year, and spend thousands with them on a new boiler. It’s their right to bump your job off the list, with not so much as a phone call. You, the customer, are expected to do all the running around, and if you try to escalate a complaint, your compensation offer is withdrawn. Good luck if you decide to buy cover from this company.”

Helpful Report

Posted 5 years ago

“Had a British gas plumber at my house today and his behaviour towards my wife is highly worrying, unprofessional and threatening. Had to rush myself back from work for safety reasons. After watching the threatening behaviour of the allocated plumber on the video clip on my wife's phone, I had no choice but to launch a complaint to British gas and also considering going further to other relevant departments. unfortunately, he's caused more damage to the bathroom. have to be professional at this point and allow British gas to carry out their internal investigation before I move to the next stage.”

Helpful Report

Posted 5 years ago

“British Gas has lied to me, I’ve got homecare cover which is useless. I booked a safety inspection for my boiler in September for November as my family’s safety is my main priority, in October they sent me 2 separate txt messages bribing me with £65 if I cancelled and rescheduled in May 2021. Now my safety check is way overdue I’m talking over 12 months so I declined, then last night I received a voicemail telling me appointment had been cancelled anyway ? So they had NO intention of coming out to my property way back in October when they sent me the txt messages. They have really let me down and I have now cancelled my policy as it’s worthless, local gas service engineers are booked up so my boiler safety check will have to wait longer now putting my family at risk. AVOID this company as they will gladly take your premium each month but will have NO intention of fulfilling the agreement. Best to use a local company”

Helpful Report

Posted 5 years ago

“This is by far the worst ever company I've had the misfortune of dealing with. I was promised that an engineer would come round to install a smart meter. I received an email and text confirming he was on his way, waited over 2 hours when I called them they told me they didn't know anything about it DISGUSTING.”

Helpful Report

Posted 5 years ago

“we had a annual service booked for Tuesday between 8.00am 12.00noon. on there tracking said engineer on his way nobody came . i was told the can not service until next year horrible service no communication .The are good taking your money.”

Helpful Report

Posted 5 years ago

“Waited all morning for engineer who said he would come to appointment first thing today. Now mid afternoon and not even a phone call. Have had no heating or hot water for a week now. I'm a priority customer due to health issues. How do they treat other customers. VERY POOR”

Helpful Report

Posted 5 years ago

“Worst decision I ever made was to change my supplier to British Gas I have had nothing but problems with them since. Terrible company to deal with, don’t expect any assistance from customer services and don’t believe a word that they say. The app is terrible as well unworkable only gives details of electricity. Keep well away from them they are disaster.”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,208 reviews