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

“If could give 0 even that would an insult to rating, they deserve no rating. It’s been a month I am trying get my credit meter transferred to pay as you go. They do t phone call and if they do they hang up half way. I tried to chat with them online and but never available and if they do same thing happens slow response or response. Very disappointed .”

Helpful Report

Posted 2 years ago

“Please put nought rating so we can all use it scrap the other stars, they are not needed! Get rid of call centres abroad ..whilst call handlers are polite they only pacify..we are not children we don't need pacifying we want ACTION HONESTY and COMMITMENT to resolving issues , issues originating from British Gas themselves who happily take your money but drop you like a stone when you need help, and push you over to Foreign call centres who have no power to resolve cases. All of us then eventually have to join the Ombudsman queue to hopefully get restoration. We Should all petition to force British gas to answere our complaints on British soil in a timely manner through the courts.”

Helpful Report

Posted 2 years ago

“Been with British Gas for many many years but I’ve now had enough! Been waiting nearly 8 months for an upgrade to my smart meter. Nobody can tell me when I will get it so I’m unable to keep an eye on my energy usage. Also I paid my increased direct debit on 15th oct and as of today (27 th October) I’m still waiting for my energy support payment. After being on hold 27 mins, I was told to wait till 4 th nov and someone will email me to check its been paid! They take sometimes 3 weeks to respond to an email and sometimes not at all. Sorry British Gas, as soon as I’m able, you’re going to lose a long and loyal customer. E”

Helpful Report

Posted 2 years ago

“I renewed my home care I regret this decision but being 75 I thought i needed some insurance to keep the house going, today I got a phone call 8am saying I needed a plumber not a builder for my repair so I would have to rebook, they could not change, when I got through 15 day wait, easier to book local. Once they have got your money no care Orr understanding”

Helpful Report

Posted 2 years ago

“For the second year running my boiler was serviced and the next day error codes . Booked engineer and time slots between 12-18.00 . Get a call from British Gas say engineer won’t make it at 17.30 then tries to come next day . 2 days of work waiting for engineer without heating and hot water .this is meant to be emergency cover and they use sun contractors .definitely won’t renew for £260 a year”

Helpful Report

Posted 2 years ago

“My step mother is 78 and been with British Gas for years and I know the cost of living has gone but but they are requesting 180 a month for gas and 89 for electric. She is on a pension and doesn’t even get that much so that is ridiculous. She lives alone and doesn’t use a washer or dryer or the cooker . Just had a microwave meal once a day . She use to pay £29 electric and 89 gas doesn’t use any more than she has been doing. Now she is going to get into debt as she is disabled and cannot live without gas.”

Helpful Report

Posted 2 years ago

“I’ve had two years of my smart meter not working, I was told that three different things were wrong with it, had dates to fix it where engineers never turned up, bearing in mind I’m disabled and can’t reach the meter so had to get my Daughter to manually put the codes in for me. After getting the abundsman involved they are coming to fix it on the 9th! Now there’s another issue here received the £66 government support scheme voucher and picked up the vend code from the post office except the meter is saying it’s invalid and the money won’t go on my meter I’m beside myself worrying about this and getting nowhere fast. Tried the call centre, they haven’t a clue tried the app that keeps closing and won’t keep conversation going and tried Facebook where I seem to be being ignored, being disabled with mental health problems this has had a being on effect on that. No one seems to be listening to me!”

Helpful Report

Posted 2 years ago

“Where do I start? At the time of writing this review, I have just sent a six page, A4 sized letter to Centrica, after sending it through email and not having it acknowledged by the case handler, who could not spell my name right or pronounce it correctly. I have been a customer for 12 years with BG and the last 4 years have been a complete nightmare, firstly I KNOW i have been overcharged, someone at BG or my Housing Association decided the tariff I would be placed on???? Then I have had issues with a direct debit and this was sorted out, then it re-occurred, BG were so bad in getting it sorted out the Bank has barred any further Direct Debit Mandates from British Gas. The customer service is terrible, the South Africans, blame the English Customer Service Advisors and then they tell you that things are not actioned because the BG executive does not listen to them, and that they are ignored, that is why the payment plan fails, the direct debits, go wrong and so on. Then there is the engineers, in one incident an engineer visited his attitude towards me in my own home was rude, abrupt, and unprofessional, I wanted to swing for him, no one would tolerate that in their own home. You complain, you are meant to receive a call back from. a manager, that never happens, the calls drop (terminate) the minute you start asking questions that there is no real answer to - especially when BG are at fault. If you can avoid BG with bargepole this is a company that was once great but that is myth and legend, now it is a mediocre company, that charges through the roof (before cost of living crisis) yet there is no transparency, so you really dont know what you are paying for.”

Helpful Report

Posted 2 years ago

“Have been waiting for 3 weeks for my energy payment, which I'm entitled too, yet still not got it. I have a prepayment key and they have it on file as my account is cash/cheque account. Rang up about my payment and told after 42 minutes on the phone that they would look into it. I need that credit just like everyone else does, but was told it would take 10 days to resolve situation. As soon as I can I will be changing companies!!”

Helpful Report

Posted 2 years ago

“Smart meter not working. Contacted Helpdesk, who provided a very quick response and kept me informed of the dates and offered me different options.”

Helpful Report

Posted 2 years ago

“The worker are lazy unhelpful liers we got smart meter on safe guard standing charge 350 pound a year and not capped on smart meter government put 66 pound on British gas robbed it off meter within 10 days greedy don't have smart meter fitted from British gas”

Helpful Report

Posted 2 years ago

“Worst customer care service. I have moved into a new house and i requested for new new account setup and prepayment key. Its been more than 2 days nd yet not resolved and we have no electricity for 2 days. I have chat several times and they says it will be activated in 4 hours.”

British Gas 1 star review on 21st October 2022

Helpful Report

Posted 2 years ago

“Would give them zero if an option. Engineer came out and broke our Hob further, 2 months waiting while he tried new parts to replace it with no idea what he was doing, then I get an email saying I have to pay for 70% of the replacement when they broke it in the first place. Now complaint is up to 8 weeks before they reply, which would mean 4 months without a hob. Don’t waste your money or time they are awful awful awful.”

Helpful Report

Posted 2 years ago

“Hard to get hold of during weekend emergency. Book an emergency for toilet problems as i have Home care 4 and they made appointment in one month time to attend my emergency. So i booked my personal tradesman and they refused to reimburse me. I also have boiler service included but appointment was delayed by a year so you finished your contract with them before they can do a service. So hopefully this serve as warning to others”

Helpful Report

Posted 2 years ago

“I spent half an hour trying to work out how to book a smart meter appointment through your website and app; they just send me in circles. It is very poor design and incredibly frustrating, particularly as for personal reasons I don't prefer phonecalls.”

Helpful Report

Posted 2 years ago

“I really can’t justify a 1* . It’s pure blackmail having to deal with this awful organisation . Their IT systems are incompetent , advisors pleasant but clueless , their contact totally obstructive ! As can be seen by their 1* review im not alone . Diabolically pathetically awfully BAD!!!”

Helpful Report

Posted 2 years ago

“Can’t get in touch with them they can’t sort out a meter that doesn’t work my account is supposed to be blocked but I still keep getting threatened with the bailiffs and the different departments don’t seem to be able communicate with each other.”

Helpful Report

Posted 2 years ago

“British Gas are a joke. One star is too many but I can’t write a review unless I give them one star. I’ve been trying all weekend to contact them as I received an email suggesting that I need to move from the fixed tariff I’m currently on as it could be more expensive than the the price capped tariff. I want to know if I will be charged an exit fee to change! Chat not available been trying all day, Sunday, 8.30am first try, message said advisors all busy, chat ended! Tried numerous times throughout the day and got same message all day! A couple of days ago I emailed the complaints email address, I received a reply saying that the email address is not monitored!! AVOID BRITISH GAS LIKE THE PLAGUE”

Helpful Report

Posted 2 years ago

“Wow! British Gas are becoming such a joke, Been with em for some years with our Boiler cover..weve got an old Back boiler system.....we were told by the Gas engineer that this was not much less efficient than a new one..due to low water pressure where I live..so stuck with it. Had a problem over Covid period 20-21 Winter..No heating...they couldnt come out for two weeks....So much for emergency cover!. So I cancelled. Renewed the cover last year after my wife nagged about it (Had the repair done by an independant Gas safe) all fine. Their web site isnt working (hasnt been for a year), and when I finally booked a service over the phone..stress, stress, and they finally booked an appointment..Guy turned up and walked away..cant do the service..I wasnt told it was a Baxi LOL. "Someone will contact you".....after ringing AGAIN because they didnt contact me...."some one will contact you"...well that was 2 weeks ago..so phoned today....cant do it until 6th December....funny thats after they take another years renewal......as it should have been done before November. If you can avoid British Gas I can only recommend you do so.....I will wait until they have serviced the boiler...then cancel the direct debit and get an independent.......What a joke all these big organisations have become.”

Helpful Report

Posted 2 years ago

“My meter broke on a Friday night at 5.30 rang nobody answered the phone so no gas or heating overnight fast-forward to Saturday since 0800 I've been answered twice given numbers to deadlines been hung up on once ,finally managed to get an engineer book between 10 and 2 didn't show now back to not been able to get through again so no gas for the weekend due to a busted meter .sad thing is I have to keep going round and round until they answer . I give British gas 1 start only because you don't have a minus box, they don't even resemble a 1-star company”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,128 reviews