British Gas Reviews

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

1.2 Rating 3,209 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,209 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 26th December 2025

106

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

“My boiler has broken and I have no hot water and so booked an engineer through British Gas Homecare. The first appointment was booked for a Thursday from 08:00 to 18:00 and I waited in all day but the engineer did not show up. I then booked another appointment for Tuesday the following week between 12:00 to 18:00 and the engineer did show up at 11:15. He said he needed to order a part for my boiler and that he would fit it in the afternoon of the following day. I rushed back from visiting my elderly parents in the morning so that I would be able to meet the appointment. Without warning the appointment was cancelled and re-booked for the following day. Again I waited in all day but the engineer did not show up. I then phoned the helpline and was on hold for 42 minutes. When I eventually spoke to someone they agreed there had been an issue and that they would try to arrange for the engineer to come and fit the part. Several days later and I still have not heard anything so I tried to re-book an engineer appointment but again no engineer came and my online appointment disappeared. Hopeless...”

Helpful Report

Posted 4 years ago

“I took the service homecare plan out on the 10 October to cover the heating and boiler .I was told they gave me electrics and all drains and pipe work.after 7 days my shower started leaking the man came out the next day took one look and said he didn't have time to do the job and to call the company to rebook another appointment .When I called they told me I wasn't covered due to the shower not being fitted correctly.I called British gas and was told the same ,they took my money and because the job was more than a hour they made this lame excuse and said they would register my complaint but this won't get my disabled wife and daughter a shower .what a load of rubbish how can they make a contract on to not fulfill there obligations.”

Helpful Report

Posted 4 years ago

Helpful Report

Posted 4 years ago

“Took the morning off work to have my boiler serviced as per the homecare 2 plan. This has been booked for over 6 weeks, they then re-arrange my appointment to December without even letting me know. Complete home this company is, stay well clear of it”

Helpful Report

Posted 4 years ago

“Would give no stars if I could, annual service cancelled yet again and I assume the next one will also be, on hold for 15 minutes on the phone then cut off, I have no intention of paying £507.55 for another year of this appalling service”

Helpful Report

Posted 4 years ago

“After a dispute with BG regarding confusing and unclear billing , received threats of extra charges and debt collectors. The billing mess was TOTALLY BG problem. So I made a complaint and was told to IGNORE the threats. After 5 weeks of NOT agreeing with the so called BG customer service and pushing hard to make my point about the bullying tactics that BG use , I paid my final Bill with agreement by the lady that had been trying to COPE with obviously , a huge number of complaints. Final Bill paid , complaint 'resolved' .... and then the Debt collection Agency letter arrives. Bloody JOKE is BG. Hopeless.”

Helpful Report

Posted 4 years ago

“My Energy supplier went bust ,so o ofgem switched me to British Gas and on the 30/09/21 opted to go on a cheaper tariff Fixed price August 22v2 and was told it would take 7 days to change over , 15 days went by and I complained only to find out that I couldn't have this tariff even though it had been agreed by live chat to which I have a copy of the transcript , during my complaint I was offered another tariff and compensation of £20 I initially excepted as long there were no strings attached but because I would not drop my complaint as punishment the tariff was taken off the table. To finish none of this is my fault and after 16 days I want to leave this nightmare behind and have emailed Neon Reef a supplier I used to be with and it's a bit more expensive but there customer service is so much better than what I have experienced and I fully intend to go the ombudsman. Avoid this company. Regards , Mr Dawson very unhappy customer.”

Helpful Report

Posted 4 years ago

“This is the worst company I have ever experienced.. we have booked our boiler service two months in advance and then they have just text us, not even called, to say it’s cancelled. I have called up customer service who said they will fix the issue whilst I was on the phone and half way through cut me off! I would suggest anyone to think twice before using them!”

Helpful Report

Posted 4 years ago

“I have had British Gas cover for in excess of 30 years. You used to have cover and get an engineer within 24 hours it’s now 3 weeks. Dreadful service not worth nearly £400 a year , time to leave”

Helpful Report

Posted 4 years ago

“I CAN'T BELIEVE BG STILL HAS ANY CUSTOMERS !!!! I have had my usually perfect credit rating wrecked by British gas's incompetence. I have written to them. Phoned them. Tried to pay a bill from beginning of 2020 but they said I owed nothing. After spending hours on the phone over several months. They finally found the bill which was for a previous address. So I paid it. I asked their final debt department to have the adverse credit entry removed. But they said I owed nothing and the previous agent should not have taken payment and they would refund me!!! I am now waiting for written confirmation but as usual no record has been emailed or texted as promised.”

Helpful Report

Posted 4 years ago

“What can I say a sham of a company, customer service is appalling. When this energy crisis is over I will be switching to a company that actually values it loyal customers, something British Gas doesn't. They treat their customers like an inconvenience, and their engineers can't be bothered to inform you if they won't be able to keep to the time schedule for an annual service.”

Helpful Report

Posted 4 years ago

“Had a problem with the boiler and on 3 occasions they came out and not only fixed it but replaced parts that were on the way out earlier than they had to so the boiler would function properly without calling them out again”

Helpful Report

Posted 4 years ago

“Taken out homecare for a annual boiler service for £90 by direct debit online and changed my mind 1 week later well within the cooling off period of 2 weeks to cancel without charge, then trying to cancel the direct debit by ringing british gas waiting on phone for upto 1 hour without them answering and when they did answer once he had taken my details and i said about cancelling then the british gas guy said he is just opening his laptop and then he put me on hold and did not answer again after waiting another half an hour. Went to natwest bank and they said we cannot cancel direct debits and you have to contact british gas for them to cancel the direct debit. Still cannot get them to answer the phone despite waiting upto 1 hour. In the options when you ring and say cancel direct debit, nobody ever answers, but if i say "new boiler" it easily books you a date. The reason i cancelled the direct debit is to book an annual service it would take at least 7 weeks to visit me and when they contacted me they wanted to visit me to quote me for a new boiler instead and could visit me in days. Absolute joke this is and cannot believe british gas are getting away with this. Still is ongoing as of 14-10-21”

Helpful Report

Posted 4 years ago

“Engineer to sort out Smart Meter Monitor was supposed to come today. As a resolution between myself and British Gas because they did not turn up on 11 October 2021, this appointment was fixed yesterday, confirmed by Aiyesha who checked with planning who also confirmed it with Aiyesha for today between 1 pm and 5 pm. This surely shows that British Gas are incompetent at the provision of customer service and their promises are fruitless! I checked my account and there was no indication of any engineer's visit today and no way of tracking the engineer. As all British Gas customers should be aware, getting through to a human on the telephone is rather challenging and hopeless. I tried to call at 4:40 pm and was told there was around a 20 minute wait which basically means that my call would not be answered as British Gas seems to close telephone lines at 5 pm and customers would either be cut off or go around in circuit for hours and hours and nobody would answer. Sorry Aiyesha, whilst you are in the Smart Meters Team, as I was let down yet again (which has become rather repetitive), my feedback is ZERO. I do not do Facebook or Twitter so please do not ask me to contact you using that method. Kindly have the courtesy to email me. Again, I have had to take half a day off work for the NHS and, again, British Gas has misled and failed the customer. Well done in your appalling customer service British Gas!”

Helpful Report

Posted 4 years ago

“Rubbish. Even with Homecare you can not get a service and even if the water and heating does not work they do not have any engineers to send out. The company they say to use instead, Local Heroes does not work and can never find an engineer. Will not be using again.”

Helpful Report

Posted 4 years ago

“Useless rude incredibly incompetent”

Helpful Report

Posted 4 years ago

“I would leave 0 stars shocking stay away being spoken to like dirt by some Eastern eauropean man telling me to pay my bills when I have been. saying I won't have electric until I top up more than I have ive got children 1 is a baby and its middle of October. Shocking”

Helpful Report

Posted 4 years ago

“Absolutely rubbish experience on HomeCover. Quick enough to take your money, but you cannot get through the automated phone system and even when you do you wait in queue for half an hour. Engineer slots are not available for weeks even when your central heating and hot water are not working. Website not functioning correctly. Not renewing next year. Shame, because they used to be really good few years ago.”

Helpful Report

Posted 4 years ago

“Unusefull, took me 3 attempts to leave them to join another supplier. Poor at keep track of paid bills. Said I was clear of debt then few months later got a bill saying I owed £100 and now I finally left it took me ages just to someone to agree to send me a letter showing am £0 debt free so if I get bombarded out the blue again I got proof I owe nothing. Also complaints team is useless. Very expensive. Just waste of time”

Helpful Report

Posted 4 years ago

“Smart meter installed and not working. Can't get through on the phone. Customer service is rubbish. Still not working but BG don't care at all”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,209 reviews