British Gas Reviews

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

1.2 Rating 3,128 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,128 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

“Rang twice and spoke to 2 different people, got an email saying they tried to take money out of my account, they said it was sent in error. Asked for my DD to be on 1 st of the month still not changed as promised. They say they will amend but no change.”

Helpful Report

Posted 2 years ago

“Have been contacting BG for several weeks as they unilaterally changed my tariff from an on/off peal tariff to their standard one. This means no heating as my smart night storage heater recognises when tariff changes to night time, which is obviously not happening, so no heating from two months now. Have been told many different stories by BG but no resolution. Raised a complaint on 14th October, had confirmation email saying they would be in touch, to date nothing. Phoned again this morning and, after 30 minutes on hold and asking to speak to someone in the complaints team, got cut off. Have spent many hours trying to sort out the tariff and get absolutely nowhere. Still have no heating. The worst company it has ever been my displeasure to deal with.”

Helpful Report

Posted 2 years ago

“when our balance is in credit, British Gas should return or reduce our bill, but they decided to Increase our bill by £200, when i called and challenged them why? they said i should call our bank to get money back! I mean: British Gas made a mistake, why we had to call the bank and ask bank to return our money?! It is nobody's responsibility but British Gas! They overcharged the money by mistake, they Refused to return our money, they take NO responsibility!!, what's on earth they are? a gangster, a robber??”

Helpful Report

Posted 2 years ago

“My pensioner aged parents ordered a new boiler from British Gas in July 2022 and were told that it would be installed in October. The boiler was delived a few days before the planned installation date, only for British Gas to cancel the appointment due to the engineer having COVID. Fair enough. The next appointment they gave them was 6 weeks later in November. 6 weeks a boiler was left in my parents kitchen. The boiler was meant to be installed Monday the 14th of November but today my parents received a call that they were cancelling this appointment as well because there was no engineer in the area. The next appointment they gave them was January 2023, six months after they ordered the boiler and when winter will be almost over. Do not order a boiler from British Gas.”

Helpful Report

Posted 2 years ago

“Appalling, been on line (chat) for an hour trying to resolve my query, then he goes home, and I get " you are number 79 in the queue " what a waste of life...”

Helpful Report

Posted 2 years ago

“Appalling lack of service from British Gas. This is the third time I have been let been let down by Dyno - not turned up, not rung and I have waited in all afternoon. Would certainly not recommend anyone take out HomeCover with them!”

Helpful Report

Posted 2 years ago

“My 96 year old mother bought a new boiler from them and was told she would be without heat for 3 hours. She is now enduring her second night without heat after 3 days of boiler installation that is still incomplete. When it all goes wrong there is no way of knowing who to contact. BG doesn’t exist; it’s just a series of sub-contractors and nobody has any accountability. Wish she had kept the old boiler which was working. BG said it needed replacing. Avoid this company at all costs.”

Helpful Report

Posted 2 years ago

“Do not buy a boiler from this company. I bought one in 2020, the salesman told me that the savings I would make would more than cover the cost of the boiler. At the time I had a contract with British Gas for service and repair of my boiler and central heating system, he told me that for the next 5 years I wouldn’t have to pay that as it was all part of the warranty that came with the boiler. He also told me that the boiler would have to be serviced annually to maintain the warranty, he didn’t say that after the 1st year I would have to pay for the servicing at £85 per visit. When I was reluctantly booking my service I also asked that the engineer to look at 1 of my radiators and my thermostat. I was told that the central heating was not covered after year 1. I asked for this to be escalated to the person’s manager which she said she would, 1 day later I received an email from the person I had been taking to telling me that my complaint had been reviewed and rejected, because they said they had sent an email at the start of this debacle telling me of these facts. I told them I did not receive any emails from them. Again they were judge and jury and rejected my case. DO NOT HAVE ANYTHING TO DO WITH THIS COMPANY IF YOU VALUE HONESTY AND TRUTH.”

Helpful Report

Posted 2 years ago

“HOMECARE A WASTE OF MONEY. HOMECARE A WASTE OF MONEY, got to wait in Friday for the 4th time, part still not in but no phone call telling me until after I have waited in, 1st appt was triaged over the phone but they never told the fitter. WITH THE £60 EXCESS AND 4 DAYS LOST EARNINGS IT WOULD HAVE BEEN CHEAPER TO PAY A GAS FITTER TO DO THE JOB FROM THE START. 4 days waiting in and offered £15 compensation. If Friday doesn't happen it will go to the ombudsman.”

Helpful Report

Posted 2 years ago

“Terrible and bad experience . Took nearly a hour to get through . Only to be put through to someone foreign . They shouted down the phone and then put the phone down to leave me with no gas”

Helpful Report

Posted 2 years ago

“Just about the worst energy company on the market. I'm am astonished that they are allowed to advertise their Boiler Service on TV. Absolutely shocking. I had a dreadful time with them. I recommend Octopus energy 110%. Amazing company. And call centre in UK. Very caring and helpful with issues. BG fanned my anxiety and I become extremely stressed with their inability to respond. They haven't monitored their email account for months upon months. How do people get in contact with them!”

Helpful Report

Posted 2 years ago

“Awful customer service ! Asked for the complaint department and they put me through to a poor chap who doesn’t work for British Gas ! Not even the right company ,ATOM ?? We called back explained we have vulnerable people in the house . Nothing changed 2 days we are having to wait with no heating or hot water . 1 star is too much but you have to give something so you can write a review. Changing our home care for sure .”

Helpful Report

Posted 2 years ago

“Contacted British at least 7 times regarding the 66pound energy voucher which everyone should of got by ,17,th October..still haven't received it..it's now November 6th.. British customer service a call centre in South Africa...can't help been told several times different dates .and nothing they never call back as promised !!!..end of day they said can't help me ....so no one's knows”

Helpful Report

Posted 2 years ago

“Still waiting for October cost of living payment. It’s a complete joke. Got told there is a problem and will get a decision within 10 days. Wtf. They have already been paid by government. Will definitely be changing company ASAP.”

Helpful Report

Posted 2 years ago

“I don’t know where to begin with the incompetence of this company. They lie and pass the buck all the time. They have caused me anxiety, palpitations and sleepless nights over my direct debits, my government entitlement, my smart meter ( not so smart), Homecare problems, South African call centres who lied and said they were working from home in Denmark! Dreadful customer services, told I would be called back and no joy! I am writing to ombudsman tomorrow. The worst company out there - cowboys!”

Helpful Report

Posted 2 years ago

“I have contacted British Gas again and again on multiple channels about my debt and how much I am struggling They're aware that I am working with Stepchange, have recieved a copy of my budget and been informed of the amount I can afford to pay (and how long this temporary measure will be in place). As a result they've bounced me between phone lines, text chat and IM chat. Claim I have not replied when I have screenshots of my attempts to make a payment plan. British Gas will not allow me to pay any lower than £209 a month, not including electricity! How they can expect anyone to manage £300+ on energy and still survive is beyond me. That will be all of my salary gone once rent is paid, not including council tax and water bills. Now on top of this I come home to scary letters that they're going to apply for a warrant to BREAK IN to my home, bill me for the locks and service fees and install a meter that I did not consent to and cannot even reach without a proper ladder. I've informed them of how stressful it will be to have a prepay meter, especially one that is over head height and how I cannot manage the stress of being without heat or electric when I run out of money. (which happens every month and I recieve no help or benefits) I can't believe the lack of empathy and now the forced entry when I have been begging for help and have let them know the prices I can manage for now. Don't even bother to send me that copy and paste message to speak to someone on social media, everytime they put me back through to the debt phone line. - I want to cancel my account with you, switch to a more ethical and understanding company. - I want to create a REASONABLE payment plan for my final bill, where I can still afford to eat and pay my new provider. - If these requests are not granted within 8 weeks I am contacting the energy ombudsman.”

British Gas 1 star review on 4th November 2022

Helpful Report

Posted 2 years ago

“WARNING! Don't use British Gas EVER !! My elderly mother has had numerous engineers out, and her house flooded by British Gas. None of the engineers really seem to know what they are doing, which results in them sending another one out, and nobody is accountable or wants to take responsibility for the repair. She had her boiler (supplied by British Gas with numerous faults and call outs) replaced at her own expense, for another one which still isn't working properly. She was tricked into thinking that her central heating was covered for 5 years but it's only the actual boiler that's covered! When we tried to get the cover changed from British Gas to the boiler manufacturer, the manufacturer said they couldn't cover it until the guarantee had expired in 5 years time, so now she is stuck with the British Gas crappy cover. The only time British Gas made any effort was when they wanted to sell her the new one which they charged more for than the actual manufacturer. My Mum insisted on using this bunch of crooks because she thought British Gas could be trusted. But they have abused her trust and let her down big time. Please don't ever use them. If I could give zero stars I would.”

Helpful Report

Posted 2 years ago

“One of the worst bloody customer service I have had to use ...sent over from nabuh and what a nightmare totally useless unprofessional people who know nothing about UK services the wait time is hours and they can access account they and if u want to use chat via app my god 200 in que then when to five u get cut off ..come on the directors of this company get a grip !!!!!!!”

Helpful Report

Posted 2 years ago

“Dreadful customer service. Rang 6 times in 2 weeks to chase energy support payment. Each time was given different information, with one advisor actually telling me they have no control over when payments are made, it's the government! I waited on hold 47 mins then immediately got cut off. I received my energy payment 2 weeks and 3 days after I paid my dd! Shocking. Doesn't matter now as I've switched suppliers today!”

Helpful Report

Posted 2 years ago

“2 years ago I bought a new boiler from British Gas. Part of the selling point was the money we would save because we would not have to have the boiler and central heating maintenance we were currently paying for, for the next 5 years. Now 2 years later we have a problem with one of our radiators called Brit gas to get an engineer and was told that it was only for year 1 that the central heating was covered. That is absolutely not what the salesman told us. Absolutely disgraceful company who will promise you the earth just to get your business then deliver nothing”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,128 reviews