British Gas Reviews

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

1.2 Rating 3,138 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,138 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

“Heres my experience, I was getting monthly estimated bills for my electricity, I couldn't ever get in touch to give a meter reading nor was I ever prompted too but it didn't bother me too much until I started getting silly money taken from my bank every month due to British Gas's 'estimations'. I decided to leave and go with another energy provider, British Gas got my final meter reading and for have sent me a bill of £540 for the period of 17th May - 17th June. £540 for a month! I live in a 3 bed terraced house not Michael Jackson's Neverland mansion! I contacted BG to be told they have got it wrong and they will send me the correct bill around 14 days later, 6 days later I get another bill for the exact same amount only this time telling me I have until 20th July to pay it. I contacted BG and was told the bill is correct and they had 'undercharged me' the month before (they have been charging me £45 a month, my new provider took my meter readings which showed that I use around £30 worth of electricity a month, oh, also im currently using £17 gas a month and BG was charging me £40 in the height of summer). I made a complaint to BG and asked for the outstanding balance to be put on hold until a complaints handler contacts me, I woke up this morning to find my credit score, which I have worked hard to maintain, has dropped below fair (it was a really good score and I have never missed a payment with BG) because there is now an unpaid mark from British Gas against my score now. Even though the payment was not even due for anther 5 days. Thanks British Gas im trying to get a mortgage which is hard enough already, bt thank you for dropping my credit score and having me crying for the past week! Guys please don't join British Gas, this is what they do to you when you try to leave!!”

Helpful Report

Posted 3 years ago

“Where to start? First of all the customer experience via the App and website are beyond terrible. The App is barely functional most of the time and for long periods of time just doesn't work at all. The website is disjointed and a mess to navigate as well as extremely slow. Then once I finally left, I settled any outstanding payment yet they still kept taking money from me. I logged a complaint and asked for email contact so ofcourse they called and text me. If you want to know why you do soo poorly in reviews its experiences like this. I will now actively avoid BG for foreseeable future.”

Helpful Report

Posted 3 years ago

“I have been a loyal customer for over 45 years yet pay for service at a higher level than a new customer. Needed a repair visit and had to wait three weeks. The day before I get a call cancelling the visit because they have no engineer available in the area and offered a visit nearly three weeks later. Six weeks in all. Even then a new part will probably be needed so yet further delay. Totally unacceptable. The person who called me was difficult to understand his accent and had the wrong idea about the problem even though I had spelled it out in detail when booking on line. All these cuddly "we will look after you " ads on TV are so much bunkum. I have had a reply from Maria at BG telling me they only reschedule if there's an emergency. Thats not what they told me when they phoned to cancel. It was they had no engineers available. Anyway that's not the point, which is as the cancellation was their fault I should get a priority reschedule not another 18 days as if it was a new service request. (which shouldn't be that long anyway)”

Helpful Report

Posted 3 years ago

“I switched to Brit Gas Economy 7 (dual-rate) tariff in Feb 2021. When Covid19 restrictions were lifted, I booked the smart meter install prompted by a text message. The engineer came today and was about to install a "single-rate" smart meter. I politely declined the install when he explained that my tariff would change as a result of the install. When I phoned the contact centre, they said I'm not getting any benefits from dual-rate electricty and that I will be fine with the single rate tariff but she wouldn’t get me any new figures when I said "prove it". She said that the smart meter team dont do the calculations, so she had to pass me to the Tariff team. The agent on the Tariff team said my kWh charges would go from: Day: 16.862p/kWh ; and Night: 11.279p/kWh To a single flat rate of: 23.860p/kWh !! Now, I'm no maths whiz, but that is NOT the same or cheaper!! British Gas are operating like a bunch of scammers. A Smart Meter should not involve a tariff change. If it does - customers should be told very very clearly. Treating Customers Fairly ? I don’t think so :-(”

Helpful Report

Posted 3 years ago

“Never trust British Gas with DD For the love of God never trust them with DD. They took £2,100 out of account and when I asked them about it in May 2021, they said that this is estimated bill and that I will get a refund of £1300 within next three to five working days. it is 09/07/2021 and I am still getting the same answer from them each week. No money from them so far. Never again will set up a direct debit with British Gas. they are big fat theives.”

Helpful Report

Posted 3 years ago

“Di not pay an home care if you don’t like waste your money. 5 days dealing with them for a boiler repair. Day 1, an engineer came and ordered a part. Day 2, the same man came and realised the part was wrong. Day 3, didn’t show up. Day 4, came without fix the problem but adding a new issue, he shut the main water pipe. Day 5 waiting…. During this long week several call made to the home care service and before get the chance to talk to an human need a lot of patience, anyway they never help, only lays. The service is worth less then 0. Do not waste money with this company.”

Helpful Report

Posted 3 years ago

“Very Very poor service customer, no body answer you”

Helpful Report

Posted 3 years ago

“I wish I could give one star also. After months of back and forth trying to get an incorrect meter reading sorted, I left British Gas because of their overwhelming incompetence. Eon are so much easier to deal with by comparison. They owe me over 500 pounds and it's like trying to get blood out of a stone. Am resigned to sending them one complaint a day until I can go to the energy ombudsmen about them. Avoid at all costs, without a shadow of a doubt, the very worst company I've ever had the misfortune of dealing with.”

Helpful Report

Posted 3 years ago

“I’m owed money for an overpayment due to they were my house previous supplier when I moved in. Been waiting almost 2 years for a refund now with constant lies it’s being dealt with and they’re sending a check out. They say up to 10days yet weeks go by and nothing. They threatened bailiffs with the late payment even though I changed supplier yet when they owe money they’re dodging their customers!”

Helpful Report

Posted 3 years ago

“Terrible company now was with them for years and years, my prepayment meter doubled in price in just a few years I could not get away from them coz they kept blocking my switch saying I owed 2 pounds then 4 pounds and various other numbers just so I couldn't switch companies in the end it took 2 months to switch and I didn't owe a penny it was lies!!!”

Helpful Report

Posted 3 years ago

“Worst company”

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Posted 3 years ago

“The worst customer service ever experienced,my smart monitor doesn't work for nearly a month and getting no help with that at all,online chat advisors unavailable.Called 3 times- no solution and not interested to help also last ,,advisor" put me on hold and hung up after! Avoid at any cost just about to change the provider myself.”

Helpful Report

Posted 3 years ago

“Paid for BG to install a new boiler and Radiators. Unbeknown to me they sub-contracted my job, to a 3rd Party. They tried to say he worked for them because they gave a BG tee-shirt. Needless to say the installation of my boiler and Radiators was of a poor standard. Don’t trust this company this what happens when you try to fire and re-hire engineers.”

British Gas 1 star review on 4th July 2021

Helpful Report

Posted 3 years ago

“Before switching to British gas first read the reviews second be prepared to have your money in your bank account taken out and possibly not being paid back until British gas decides they are ready to if at all and third if you have problems be prepared to make lots of phone calls and be lied to would I recommend changing to this company not on the dealings i have had the experience wasn't worth it but you might be one of the lucky ones”

Helpful Report

Posted 3 years ago

“Do not trust them! Lies after lies after lies! Get out! p.s. Sophie (Team manager) in the Cape Town office - Why is it so hard to pick up the phone?”

Helpful Report

Posted 3 years ago

“British Gas should be renamed British Ghastly.”

Helpful Report

Posted 3 years ago

“I have been advised that there are no parts for my combiboiler if it breaks down and the same for my radiators as they are too old. Homecare gave me a quote but I found out another company much cheaper and decided to cancel my agreement with homecare. After removing the radiators, the new company said there was no need for them to be replaced as there was no sludge on the pipes or radiators. Homecare advised that there was sludge on them and on the pipes. The cost for a one off power flush would be £950. Phoned homecare to cancel my agreement, I was advised that my annual seria de for the period of 2021-2022 was not done and I was not due any more payment and that my direct debit on the 1st was not going to be collected. After 2:30 hours trying to contact customer service I was told that I was i was due a payment of the previous month. Customer service adviser on web chat left the chat after asking what the problem was. I’ve had previous problems with plumbing not turning up when had blocked pipes. Homecare are not reliable and they are getting much worst by not giving the right information to customers. I feel that homecare lied saying that my combiboiler and radiators have no parts if required so they can sell their products that is much more expensive (even with discount) that other suppliers.”

British Gas 1 star review on 1st July 2021

Helpful Report

Posted 3 years ago

“I don't even want to give it one star but had no choice. I have been a Homecare customer for many years, however after yesterday's experience 29/06/22 I am now going to go else where. The engineer that came to my home to service the boiler was rude irate and had a bad attitude, in the end I just told him to do his job and leave my home. He said jobs done and went to leave I asked him for a job sheet he said I will get you one he came back from his van and said get someone else to service your boiler, I then said I will be putting in a complain about you he snapped back yes I will be putting complain in about you. I never felt so nervous around anyone like I did with him he just didn't want to be there which was obvious by his attitude towards me. I made a complaint and his manager rang me today. Even though he was very apologetic towards what had happened I felt as though I was not believe after I said with his attitude im surprised you not had other complaints about this engineer he said I have known this person for many years not had any complains about him so basically I felt like a liar and that my complaint was merely to received compensation as I did say to manager what will be the outcome of this. I honestly think if I had been a man he would not have spoken to in this manner. I basically think this person has let Homecare reputation down and I will be looking else where so British gas you have just lost yet another customer.”

Helpful Report

Posted 3 years ago

“I actually don’t want to give even a star! Their plumbing service contractor Dyno sent 4 plumbers to fix my bathtub taps and still leaking! The first two plumbers they sent who had no ideas about what they need to do, they broke my water pipes underneath my bathtub. My whole floor was wet through to downstairs ceiling! It wet through my light fitting! It wet my carpet! My bathtub sideboard is wet through and broken as well! What’s more, my whole family without water for over two days now and it’s still going on! The whole family everyone is so stressful and frustrated! I’m still waiting for them to fix what they have damaged! I’m still waiting for British Homecare to reply to my complaint! Today , dyno sent another plumber to attempt to fix the bathtub taps again can’t get it fixed. What’s more, one of the British Homecare number I tried to call block me.saying that I no need to call them they would call me when they want to… still problems are still unsolved!”

Helpful Report

Posted 3 years ago

“A typical ex-nationalised 'untouchable' company operating fraudulently. British Gas hoodwinked my restaurant staff in Nov 2018 to 'fix' the smart meter to work on MAXDEMAND tariff which means a minimum bill is issued irrespective of actual usage. Bills went from £111 to £1505 monthly which forced closure of this small restaurant. Knowledge of MAXDEMAND tariff did not come about until 2021. BG offered no such contract nor explanation nor willingness to resolve. If this was not true, I would be sued. British Gas are definitely NOT RECOMMENDED as a business supplier.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,138 reviews