British Gas Reviews

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

1.2 Rating 3,174 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,174 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 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 5th September 2025

British Gas 1 star review on 1st May 2025

103

Anonymous

Anonymous // 01/01/2019

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

“I've been a customer of Scottish power, Eon, EDF, Octopus energy and British gas. And I can honestly say British gas are the worst. Very unprofessional. And nothing but LIARS. I have a faulty electric and gas meter. I was told an engineer would be out in june. Since then their has been another 3 appointments made. And all of them cancelled from their side. I will be changing energy supplier ASAP.”

British Gas 1 star review on 14th August 2024

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Posted 1 year ago

“Distressful company. I strongly advise caution with this company. I mistakenly made two payments of £760 each, and despite numerous attempts, I have been unable to recover my money. This has caused significant hardship, especially as I am struggling to cover my father's funeral expenses. I have repeatedly pleaded with British Gas for a refund, but to no avail. My experience has been marred by repeated calls, some of which appear to have been erased from their records, and a series of misleading responses and evasive tactics designed to avoid issuing a refund. Beneath a veneer of politeness, this company lacks integrity and ethical standards.”

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Posted 1 year ago

“I wonder if there could be a minus number of stars because they definitely are not worth one star. I CAN SEE THAT THEIR CUSTOMER SERVICE IS RATED ONLY 1.1 BUT IN MY OPINION THIS IS VERY GENEROUS. I have been waiting weeks for my EV charger to be installed. I've had my new car for 6 weeks already. Whenever I phone, I get a pleasant person on the line who cannot ever give me any information. It is another department who deals with installations who I can't speak to but 'they will pass it on'! They are also very busy they tell me. There is never a call back to me. I have tried emailing this awful company and they do not ever respond. I've asked to speak to a manager, but just get told that they will pass it on to them. Originally they asked me for a long list of photos and a plan of my house which we quickly sent. Then heard nothing. After every phone call I get a series of text messages asking me how they did! They are an utter shambles. If you value your sanity and your time, then I suggest you go elsewhere and hopefully find a company who actually cares about service to their customers. I still have no idea whatsoever about when the work will be carried out!”

Helpful Report

Posted 1 year ago

“1 They want you to do everything online but their sight does not work. 2 The call handlers are not trained un customers services 3 The call handlers are based in South Africa making it very hard to understand their accent. 4 I went round in circles trying fix a tariff. DO NOT GO WITH THIS COMPANY!!!”

Helpful Report

Posted 1 year ago

“So many issues with British Gas: 1/ My 89 year old mother was told that her house would burn down if she didn’t get a smart meter. Once it was fitted it took 3 years for an engineer to refit it correctly. 2/ They sent a cheque payable to my deceased mother-in-law when they had full details of the executors 3) I was sent a bill for £3,200 dating back to 2021 when I had been paying by direct debit and all bills showed that I was in credit, I appealed to the energy ombudsman who supported me but British Gas failed to reply to them by the deadline and appointed a debt recovery agency to contact me. They said that they had emailed a solution but when I finally received a copy of the email I discovered that they had inadvertently sent an email to a work colleague not to me. 4) I attempted to ring a manager but was told by the switchboard that British Gas managers will not talk to customers and that she had been told not to transfer customer calls. 5) Over a 3 month period I requested 7 times that someone ring me – they have never telephoned me – I can ring them but no one is able/willing to resolve”

Helpful Report

Posted 1 year ago

“Absolutely shameful company, I’ve had problems due to my account since June. I have a large amount on the balance of my account and trying to get in back is shocking. I pay way over the odds monthly direct debit now they are stating there is a problem with my metre!! I have been told some many lies by the staff here. It’s not fair anyhow they can treat their customers like this. I will going to the trading standards and I will not stop I DO NOT RECOMMEND THIS COMPANY AT ALL!!!!!!!”

Helpful Report

Posted 1 year ago

“British gas is the single worst, most incompetent and utterly non-sensical useless company I have ever dealt with. DO NOT EVER CONSIDER THEM. It has been over one month and they have failed to switch us from pre payment to credit despite us phoning them over 30 times. They have promised to call us back at least 5 times and failed to do so every time. They think it is acceptable to lie to you to get you off the phone. They then blocked our request to switch to a competent energy provider without telling us why. When we asked, we were told there was a £2 debt which we could clear for up to 5 working days. When I objected she promised to look into it and call me back. She never did. I then called the next day and the advisor said the debt was actually 77p and took my payment immediately. This company does not make any sense. They were also aware we had a baby but still cut off our heating and electricity without warning on several occasions.”

Helpful Report

Posted 1 year ago

“Absolute shambles of a company. Been billing me incorrect over a year due to issue with reading smart meter. Account was in credit until they provided me with an “accurate” bill then suddenly nearly £2000 in debit. Tried to solve issue with them but couldn’t as their staff have absolutely no idea. Contacted ombudsman and it’s been 3 months with them as British Gas refuse to meet deadlines provided or listen to anything that the ombudsman say.”

Helpful Report

Posted 1 year ago

“Mum in law left BG March/ April 2024. June 2nd started getting bills and final demands letters, solicitor letters, debt collection threats etc.. None are anything to do with her or her address.. Supply addresses all over the nation.. Random account numbers all linked to her address.. Since then we are North of 140 letters/ bills..62 of which were in 4 days ! So far around 85-90 accounts numbers linked to her house that we know of. Complaint raised.. Just keeps being escalated yet nothings done. Told few days ago they still have time... That was one of the lucky times I actually spoke to someone as they constantly cut me off.. Ignore questions.. You can't speak to the complaints dept which is ludicrous.. Absolutely disgusting company.. Their new billing system is corrupt and they have the blinkers on and refuse to acknowledge it. Post office scandal the 2nd coming up mark my words. . Seeing a solicitor for harrasment next.. Can't wait to see the huge fine they get when it goes public.. pic attached of one days worth last week...clowns”

British Gas 1 star review on 8th August 2024

Helpful Report

Posted 1 year ago

“I was with British Gas since 2013 everything was going on well until 2023 charging me nearly £900 for a quarterly bill how they calculate these bills no idea use British Gas at own risk and they were making it difficult for me to switch suppliers rip off gas bill in this heatwave billed near £400 pounds who is putting central heating in this summer 😳😳😳”

Helpful Report

Posted 1 year ago

“Just awful………moved to a new house where British Gas are suppliers. They contacted us to confirm supply, asked me set up online account. It appears that because our BG account from 6 years ago was registered to my email address, I can’t use that same email address in their system! There was no solution other than to use another email address……tried to set that up, still wouldn’t let me. This took me calling them (no one ever calls back despite assurances that they will) 3-4 times, getting cut off 3 times, 6 hours over 3 separate days. Filed a formal complaint……completely ignored, then they closed it!! Finally…..filed another complaint. Chased it up after 20 days as I heard nothing (they say 10 day max response time). The Complaints Manager, Adam, was supercilious, dismissive and pretty much blamed me for them not being able to reach me. That call was yesterday……I rejoined Eon this morning. They phoned me after 30 minutes and went through the whole switching and tariff selection process within another 30 minutes. They will now handle the switch with BG. Good……never want to speak with BG again, terrible customer handling. Avoid.”

Helpful Report

Posted 1 year ago

“Even 1 star is too generous. After changing their system British Gas has been nothing but a chaotic mess. As of Oct 2023, my previous bill clearly stated actual reads and in Feb 2024 I received a completely erroneous bill covering Nov 2022 - Jan 2024 for nearly 4x my quarterly amount. It took me about 30 seconds to realise it was wrong and what was causing the issue. British Gas apparently needs 6 months, 16 emails, 9 live chats (with time out), 5 phone calls and 3 formally raised complaints later - yet I am still no further. No employee seems to address any issues, nor do they listen, nor do they actually seem to look at the documents which are clearly nonsense. I never normally leave reviews but the true nail in the coffin was when I called and *spoke to* (*was constantly interrupted and patronised by*) the most abnoxiously rude woman I've ever had the misfortune to speak to. She was instantly aggressive upon picking up the phone, trying to impose her opinion over every comment I was making, and later hung up on me for calling her out for not listening. Simply put: > Their smart readers don't work > Their billing doesn't work > Their employees are no help > Don't even consider using them (and I was with them for about 5 years back in 2015) It even took them 3 attempts to update my address and details, even though I'd done it online initially. Disgraceful.”

Helpful Report

Posted 1 year ago

“Dual fuel customer for over 20 years without issue Moved to a newly built house in April where BG supply both gas and electricity, followed correct procedure and 10 weeks later, having spoken to 9 different advisors, they have completely failed on all levels to set up my new account or deal with my complaints about poor customer service. Way too many errors to list, unbelievably poor service, dishonesty and serious GDPR issues too. The owners of this company need to know that they are losing good customers as a result of appalling customer service.”

Helpful Report

Posted 1 year ago

“Terrible company. Overestimate bills then refuse to give money back for months. Must be making millions in interest. Customer service don’t give a monkeys and just fob you off”

Helpful Report

Posted 1 year ago

“You have told me I haven't got a smart meter, you sent an engineer out who told me I have a smart meter, so I rang you to tell you what the engineer confirmed, you told me I don't have a smart meter, you are sending an engineer to fit a smart meter this should be fun ,”

Helpful Report

Posted 1 year ago

“No STARS at all. This company has hounded meter for MONEY THAT I DO NOT OWE THEM. Plus, I spent a few hours each time speaking to their Support people and have resolved the 'issue' - and yet they still come back at me on their website with a completely different result? It is like the right hand has no clue what the left hand is doing. So, no, I definitely would change suppliers if possible to do so. I DO NOT RECCOMMEND BRITISH GAS. STAY AWAY FORM THEM IF POSSIBLE.”

Helpful Report

Posted 1 year ago

“Never answer complaints. No help with supply”

Helpful Report

Posted 1 year ago

“Booked a boiler service 2 weeks ago and arranged for a service on the 2nd August and was emailed a time slot between 8am to 6pm so gave a day's work up and waited in and at 5.55pm was called to say they wouldn't be able to come as the engineer was running late...what a terrible service from a large company will never use them and recommend them.”

Helpful Report

Posted 1 year ago

“Moved into a new property and arranged to have new gas and electricity meters installed. First appointment no one turned up despite me being informed that they would definitely turn up which they did not. On contacting the call centre the next day they said that they cancelled the appointment. They would give me no explanation. Arranged a second appointment. Again they did not turn up despite confirming the appointment 3 times by text and also by letter. On contacting the call centre again I was informed it was cancelled. They would not tell me why. They have now made a third appointment. We shall wait to see if they turn up but I don't hold out much hope. Terrible company to deal with.”

Helpful Report

Posted 1 year ago

“British gas changed me over last November to new system told my 3 monthly variable direct debit always paid could no longer be used as monthly was the only option agreed on payment for 12 months tried to change dd i objected told it would stay same but took increased amount they said they would refund overpayment never happend yesterday following my complaint requested update they said they would email me copy recieved a 72 page email containing other customers names addresses account numbers dob and telephone numbers would not discuss this data breach so reported same to ombudsman new call center is in cape town hopeless”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,174 reviews