British Gas Reviews

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

1.2 Rating 3,122 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,122 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

“Awful, awful, awful. British Gas moved to a new billing platform which disconnected my original account and the new one that they then gave me. Then because I was not occuppying the house, their payments system couldn't cope with the low meter readings I was giving them. The operator at the South African call centre made up a higher reading to get this into the system then I was given a really high bill. I had a hell of a job getting my money back, with complete incompetence at the call centre. I couldn't even get through to a manager. Later when I had sold the property, British Gas continued billing me despite giving a clear final reading and paying the resulting bill, I've no idea how they made up the figures and no one could explain. A nightmare, you have been warned!”

Helpful Report

Posted 1 year ago

“New contract with BG Homecare. Waited a few weeks for a boiler service. Last appointment of the day and at 17.02 was told he was on his way by their technology. Evidently, as it was the last call of the day, the engineer went home and was a no-show. Apparently, it was my fault as I didn't answer my phone. If only it had rung! If only he'd found me on google maps and come knocking on my door. I've now cancelled my BG Homecare policy. Tomorrow I will move my energy supplier to a company who actually gives a damn.”

Helpful Report

Posted 1 year ago

“With holding my refund for 4 months and still haven’t received it, constantly being lied to by the people there, they are beyond a joke don’t even bother with them”

Helpful Report

Posted 1 year ago

“If I could give no stars , I would Nearly 1 hr 45 m to pay a bill they sent me stating how much to pay They then wanted to charge me another £19 and I have refused to pay it I’m sick to the back teeth of how British Gas treat their customers I will never use their pathetic phone system and their supply ever again I’m now with another company , I’m already paying them and British Gas are still trying to charge me again The customer service team don’t want to help, the one I spoke to put me back into the system and I had another 40 min wait for another person to take the payment !!! Avoid British Gas at all costs”

Helpful Report

Posted 1 year ago

“If there was a no star option i would use it. Absolute pathetic excuse for a company money grabbing good for nothing robbers. Customer service is diabolicle. Line is terrible when calling there call centre in Africa i had one agent that yawned 🥱 twice when i was trying to get mg problem sorted out they sent me a bill for over a grand on the 21/2/23 they said it was because i had not done my meter readings from 2021 to 202s . It took me 7 months to pay this debt off . They sent me a payment card to pay at the post office and agreed a payment plan which i did my meter reading on the 6th of the month then i would pay the 10th of the month . Then they started sending me letters saying i was behind wih my payments then they cancelled my payment card because i was behind with my payments and ended up.withba bigger bill as apparently its more expensive to pay with a payment card which i had no idea . I eventually paid the debt off on the 11/8/23 and fed up payment plans so i just paid the 281.81 pounds i had left to pay so i thought as it went down to 0 as i was elated then then i did my meter reading on 6 /10/23 and they cancelled my payment card and said i owe 446.73 what a curveball. I rang them up and got a yawning agent in africa . I regret paying the whole lot off in full which left me quite poor that month then i moved to octopus energy on 4/10 /23 then bg charged me 98.59 and on the 8/11/23 my debit card was declined and they had taken out £687.75 then returned it as not enough funds . I was livid and rang them and they cut me off after much anger they asked me to do a meter reading on the 9/ 11/23 and bill went down to 4.87 . I paid it off but still have 1000 of credit which they deny . Worst company ever moving to octopus hopefully plain sailing from now on”

Helpful Report

Posted 1 year ago

“It’s the worse company for customer service. These customer agent don’t have a clue about anything. Agents don’t even understand anything. I am well frustrated with British Gas. I am trying to explain them issue with my electric metre since 1 year n half . Fed up and now I am switching to other supplier. Hell with this company who has this type of customer service, when we paying our bills on time. DONT HAVE THESE SUPPLIER NEAR YOUR HOME”

Helpful Report

Posted 1 year ago

“Moved in to a property on 22/08/23. It was supplied by British Gas. I called up to register the account under my name, get the meters zeroed and get gas and electric cards so I could top up. I also needed the gas meter to be on my name and zeroed or in credit before the housing association would uncap the gas meter. I had the engineer booked for the 25/08/23 to uncap the meter. I waited for 5 hours in a queue to be spoken to. The first call got dropped within 3 minutes to my horror. I call back up and wait a further 1.5 hours at which point a get someone that actually got things going. The electric meter zeroed instantly. The gas meter I was told that it would be done in 3 hours. They also told me that I could get the gas card from the shop and I could top up the electric online. I went to the shop to get the card I waited 4 hours, I then follow the directions given to me to pair the card and then wonder off to the shop and put £20 on the card. I come home stick the card in to be greeted by an outstanding balance of +£40 of debt from the previous tenant! I now had to wait until the next day as the call centre was shut and I definitely didn't want to wait in a queue again. I couldn't get the meter zeroed in time for the gas engineer 2 visit over next 5 days. In this time I switched to Octopus Energy as I knew that I could trust them. I knew my switch date was 4/09/23 so I booked the Gas engineer to uncap my gas meter for 6/09/23. I contacted British Gas to tell them I was switching they advised me to top up as the funds would be transferred to my new supplier so I stupidly top up another £20 on gas and £20 on electricity. So when I switched over Octopus Energy, they highlighted that British Gas had told them that I had used gas and they knew from the previous calls that I had with them that it was capped as I had already explained about the capped meter issue and gas safety certificate. When I saw my final bill I knew that British Gas was robbing me. I got the electric bill and it only showed 1 £20 top up. I rang up they refunded straight away. I then got the gas bill. I had topped up £40 in total they were telling me that I had used gas. I left British Gas on 4/9/23!!!! My gas meter was upcapped by my housing association engineer on the 6/09/23, who took photos for insurance purposes. So there could have been no usage. They refunded £20 straight away and argued about the rest of it. Every time I call in they try and tell me that they know I have not used gas but the standing charge for 13 days is £20!!!! PLEASE LOOK ELSEWHERE THESE GUYS ARE OUT TO ROB YOU! They hold on to your money when they owe it to you, gaining interest on it. But if you owe them money they charge you interest. They take advantage of simple people like myself confusing them on the telephone to suit their agenda. Just remember British Gas puts the SHARE HOLDERS 1ST, MANAGERS 2ND, FRIENDS AND FAMILY IN MADE UP JOBS 3RD, THIRD PARTIES THAT SUPPLY PARTS, MATERIALS, SERVICES AND OTHER STUFF 4TH, customers 5th and their staff 6th. 20 years ago you could trust British Gas but now I wouldn't even recommend them to my worst enemy! Still waiting for my refund.... 9/11/23.”

Helpful Report

Posted 1 year ago

“AVOID. Would give zero stars if possible. Customer service is dreadful, you go around in circles in chat - the advisors don't understand what you are saying, they are obviously running off a script that doesn't work. The promise you they can do things, but do not deliver. Have spoken to 4 agents in 2 weeks and they have not sorted anything. Can't get through to anyone on the phone.”

Helpful Report

Posted 1 year ago

“Avoid unless you want your boiler broken after a service and 4 subsequent visits to leave you with no hot water or central heating in winter. This happened to us with british gas in 2016 2018 and 20w3. If you're brave enough to complain before the frost bite sets in then be prepared to wait their suggested 8 weeks whilst they read your catalogue of complaints. Incompetent scam artists who once they have broken your boiler will be good enough to quote for a new one which will be at least £600 more than any other company. Avoid at all costs.”

Helpful Report

Posted 1 year ago

“How anyone could work there is beyond me. What an awful way to conduct business. The online tools to chat to someone are ridiculous you just go round on circles. I am trying to help elderly who don’t have an online account and it’s soul destroying the way they don’t caret for this. They should be ashame!”

Helpful Report

Posted 1 year ago

“Three years on since we moved into a new house; I have one case with the Ombudsman and another about to be lodged; British Gas seem to just ignore any escalation request by the Ombudsman; it leaves any consumer helpless. Avoid, avoid, avoid; I don't think they have a single employee that knows what they are doing (or perhaps they are still sitting at home watching Netflix three years after the pandemic????)”

Helpful Report

Posted 1 year ago

“Never turned up for apointment, i complained as they stated if i didnt keep apointment they would charge 30 pound cant wait to leave this company”

Helpful Report

Posted 1 year ago

“We had problems with our programmer, so I phoned British Gas. They sent Justin, who I thought was superb. Justin, not only fixed the programmer, he also programmed our Heating and Hot water to come on, at fixed times that I mentioned. Not only that, he cleverly explained the functions of each button on the programmer. He also asked if we had a carbon monoxide detector, and when we said 'no', he gave us one for which we'll pay when we get the invoice. British Gas, you're lucky to have someone like Justin working for you. Thanks a million, Justin. Ram Srinivasan”

Helpful Report

Posted 1 year ago

“British Gas caused a gas leak by attempting to remove the incorrect meter at my property, when we realised what he was doing he bodged the gas pipe back on, we smelt gas days later and cadent come out, they had reused an old corroded washer! They continue to get our bills incorrect charging for a meter not in use 4 times they have missed appointments and not turned up no phone call or reasoning given. Once I have the outcome from the financial ombudsman we are leaving them”

Helpful Report

Posted 1 year ago

“The have lost over £1,500 of the money which was in my account. Said they had sent cheque given 3 different dates. Had phone disconnected by agent when I called to try to recover this money as I cannot now pay future bills. My father who lives with me has brain damage part of this money is his and from a charity. Very worried now about paying my bill as BG have my money.”

Helpful Report

Posted 1 year ago

“Horrendous customer service spoke to 8 different people over 5 days 2 hung up on me 2 of staff were helpful.waited in for agreed appointment to be told a no show after I chased after 8 hours (engineer delay).very poor customer service and response.”

Helpful Report

Posted 1 year ago

“disgusting company”

Helpful Report

Posted 1 year ago

“LIARS!! This company is beyond AWFUL. British Gas has to reimburse me for over £1000 and every time I call and hold for more than 45 mins, they tell me they sent me the cheque. The cheque has not arrived even after 2 months!!! I am so sick of this company! When it comes for them to collect the money, they take it with both hands! When it comes for them to reimburse money, they stall and look the other way! DON'T, JUST DON'T ever become a client to British Gas!! There a lots of other companies out there to chose and save you a lot of headache.”

Helpful Report

Posted 1 year ago

“British Gas is all over the place from migration to new system poor workers don’t have a clue what’s going up . But people like mangers just sit back and relax way to many problems needs to be sorted!!!!!”

Helpful Report

Posted 1 year ago

“Cannot track useage”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,122 reviews