British Gas Reviews

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

1.2 Rating 3,205 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,205 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 20%
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 10th October 2025

104

Anonymous

Anonymous // 01/01/2019

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

“British gas scamed me by adding a charge of £400 hidden in my acount after years of batleing with them and the help of citizens advice they concided and blamed the accounts changeover how many other customers have they done the same too . I wound not use them ever again for anything”

Helpful Report

Posted 1 year ago

“Appauling services.awful customer care.they takeextra from the bank without consent”

Helpful Report

Posted 1 year ago

“NEVER USE BRITISH GAS. Was with B.G briefly and I now have an enormous bill plucked out of the thin air and a report on my credit file. B.G have RUINED my life for the next 7 years!!!!! STAY AWAY FROM THEM”

Helpful Report

Posted 1 year ago

“As an executor of my late mother's estate; I reported her death three times via the bereavement service page and the correspondence address to which bills should be sent. Death Cert and all relevant documents provided. This was ignored for months. Use of the chat system just ended with me being repeatedly sent the link to the bereavement page. Operators on the call centre refused to discuss bereavement account arrangement with me as they could only speak to the account holder on such a sensitive matter! I repeatedly advised that the account holder was dead so this would be difficult. No communication between call centre and UK systems. Call centre staff cannot see documents posted at their request. Repeated broken, verbal promises that this has all been sorted. I feel like sending the BG chairman a Ouija board. A difficult time made more distressing by BGs utterly incompetent, untrained/unempowered, call centre staff. One star rating too generous”

Helpful Report

Posted 1 year ago

“The first adviser was making strange noises and put the phone down on me . The second adviser I got through to it was a tad difficult to understand his accent and I think he had trouble understanding me so he decided shouting at me rudely and aggressively would make me understand better but it didn't , so I thought he might understand me better if I shouted back .. only for him to act like a little dictator and threaten to cut the call off which would leave my elderly mother in a state of stress due to her boiler not working and over heating on a hot summers day. We have already had an engineer out this week who was extremely helpful but unfortunately the thermostat he fitted doesn't seem to be working. The Homecare package is paid for and thus I think the customer service should reflect this . What we received was nothing short of disgraceful. Yours sorely disappointed Awful service .. the pits!”

Helpful Report

Posted 1 year ago

“Uncontactable unhelpful unsatisfactory”

Helpful Report

Posted 1 year ago

“Absolute joke of a company, they pretend to care about their vulnerable customers when in reality they don’t give a monkeys. All they are bothered about is getting every last penny out of you even tho I use next to zero gas and electric as I am scared of getting a massive bill, my electric bills are standing charge and the odd 10 mins of tv. An my gas bill is ONLY standing charge because I know I darent turn my heating on as I know this company will bully a vulnerable customer for their money”

Helpful Report

Posted 1 year ago

“I had a terrible experience with British Gas. I had a cover with them and called for an issue in June, but despite chasing them every other day, it wasn't resolved until nearly August. To make matters worse, they took two payments from my account without permission. When I called to cancel the cover, they informed me I couldn't do so until October. I had to push them to refund the extra payment, and even after filing a complaint, they didn't respond for over a month. I had to follow up myself. Terrible service—avoid at all costs!”

Helpful Report

Posted 1 year ago

“Bought a new house which previous owner had left £200+ debt on the meter. I have been trying to clear it over the past 3 weeks and been to pay zone 6 times to try and clear it using multiple RTI and Emergency Credit instructions. Found out on Sunday that company policy is only to send customers out 4 times, no more. Found out today when they tried to send me out for the 7th time that they won't do anything until I'm off grid and my gas stops working. So even though I have done everything that was asked, tried to fix it for the past 3 weeks spent hours on the phone and going to the shop and back, they won't do anything until I have no hot water and can't cook. The customer service is awful and they have gone against own policy and kept sending me out despite knowing nothing will change until gas stops working. They have no understanding of work and expect you to be home 24/7 whenever they ring. I have sent pictures of my meter on 4 occassions and they still ask me for more. They don't track their service at all so I have to reexplain and resend information everytime. I will soon be without gas despite doing everything I was asked to and more. Being punished for someone elses debt. Don't go with British Gas, nightmare company who will quite happily let a customer which is on the priority service list to go without gas and send some out with MS to go to the shops multiple times.”

Helpful Report

Posted 1 year ago

“DISXUSTING NO CUSTOMER SERVICE AND BILL YOU THOUSANDS AS THEY HAVE A MIGRATION ISSUE WHICH THEY DID JOT TELL YOU”

Helpful Report

Posted 1 year ago

“One of the,worse utility businesses I have ever dealt with - not a month goes by without having to spend hours on the phone trying to rectify my gas and electricity reads and wrong billing - raising a complaint means nothing told different stories from one agent to another some agents in South Africa and difficult to get them to understand your problems- as soon as I can get my accounts in order I will move my business- but gid knows when this will be !!”

Helpful Report

Posted 1 year ago

“Dads meter broke so he cant top up his electricity. Spent 2 days trying to get a repair or replacement. Still no further forward. Been passed from pillar to post. Advisors lying about what they told me, changed goalposts for repair and left my elderly dad without electricity. It is still not sorted. I'm lost for words about how appalling this company is. They should not be allowed to operate like this.”

Helpful Report

Posted 1 year ago

“Run from British Gas now. Disgusting company complete shambles. 40 yrs ok ,now messed up my account want 380 from me say i have to pay back there mistake but i have to pay. Trying to get anything sorted is a joke 2 wks later still no joy with them. So paying their mistake and leaving. DO NOT STAY OR JOIN UP TO BRITISH GAS YOUR REGRET IT, WISH I LEFT SOONER.”

Helpful Report

Posted 1 year ago

“Hopeless 😔”

Helpful Report

Posted 1 year ago

“One of the worst companies I have ever dealt with. Call centres in South Africa so the language barrier is a major issue. Clearly paid far less than in the UK. It was so difficult to speak to an agent In this Country. Promises to ring back hardly ever materialised. I was on a payg meter and they would not allow me to have it switched back to a credit one. As soon as I owed around £40 of course they got in touch then, threatening me with a debt agency. Clearly they do not care about their customers. I wasn't allowed to switch to another company as they kept making excuses. Finally the meter was switched back to a credit one. I eventually switched to Octopus 🐙 Energy. One of the best decisions I have ever made. The expression banging your head on a brick wall doesn't come close to how that company made me feel. That chairman of BG should be prosecuted. A vast number of engineers were either sacked or left. DISPICABLE company. Yes and the chairman took home over £8 million. Doubled from the year before.”

Helpful Report

Posted 1 year ago

“I love the idea that the engineer was 28th in the queue to speak to British Gas and was sat half an hour in his van before giving up. However some advice could have helped him as he left me worse than when he came. My smart meter was showing gas and electricity readings but sending only gas readings. After engineer’s visit it now shows only gas reading and I have to go the actual meter in the cupboard for the electricity reading which it still isn't sending (ie worse off than before). Also the website still shows a two-rate meter but the engineer made it one tariff as I requested, so I can no longer enter the electricity reading manually as it is set up for a two-rate meter. As the new meter started at zero I think entering it may only confuse things anyway given the last reading is still online. Shambolic - I'd renationalise the entire utility networks - bunch of profiteering cowboys.”

Helpful Report

Posted 1 year ago

“The worst company ever especially customer service I did write three or four emails regarding issue. Nobody reply at all. Since May the promised me to change my meter from credit tell top up meter keep a promise promise promise I did complain someone called me her name Nicole she said will be done in week was waiting three weeks. I tried to write to her. She never replied again she disappeared And I called again. I spoke to Claire Claire she told me Same wait one week will be done and I wait wait nothing happened and then I decide to move out to other supplier utility warehouse they done the job was in one week. I’m happy now I have top of meter working , well done”

Helpful Report

Posted 1 year ago

“Smart monitor wouldn't connect to meter was on phone for 20 minutes only to be told that I wouldn't be getting a update. Was told to download app I am no good on computer and my eyesight is not that great. Don't think they care about you only care about money.”

Helpful Report

Posted 1 year ago

“If I would give 0 stars I would honestly what incompetent customer service agents which they hire from south Africa- could not handle a simple query and abrupt and rude arrogant individuals- logged complaint and said a manager would call in 72 hours what a load of cobblers. Still waiting and they still haven't sent an updated bill”

Helpful Report

Posted 1 year ago

“Im with BG 14 years never had a problem until last year October when they change to new billing system. Since then its absolute mess. They were taking money from my account and I had direct debit. I acanceled direct debit and only payed what i used every month after they issued me monthly bill. Suddenly they issued me £700 extra bill as apparently they weren't receiving my meter reading from my smart reader. I spend hour and hours on the phone asking how come I was still charged monthly and then got extra charge. Every adviser was trying their best, but clearly had no clue what to do. I strongly disagreed with extra bill and made complaint, that was in march, nobody get back to me till now. And I had to pay the money as they were threatening my with collectors. Absolutely fraudsters !!!”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,205 reviews