British Gas Reviews

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

1.2 Rating 3,206 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,206 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 10th October 2025

104

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

“I have been with british gas homecare for years. However this last week I have had an unbelievable experience. The boiler was serviced 6 weeks ago by British gas and given a clean bill of health. The boiler has since developed a loss of pressure so I contacted British gas they sent a contractor out to fix the fault. I was told by their contractor that its to much hassle to fix and that he had asked British gas to quote me for a new boiler which I had not asked for, commission im guessing!!!!!! I contacted British gas and asked for them to send one of their engineers to look at the boiler as it had only just been serviced and not to send a contractor. The engineer turned up today and said the boiler would need to be taken off the wall to fix it, I said that's fine the part is covered under the homecare agreement and then the reply was well the flue is also rusty and they are not available anymore and it might get damaged if i took the boiler of the wall. I mentioned this boiler was serviced 6 weeks ago why was this not picked up that the flue was rusty engineer said we didn't service the boiler it was one of our contractors. Not our problem the contractor British gas uses has been sacked and its your responsibility to maintain the boiler shocked was an understatement. I thought I had a contract with British gas to maintain my boiler, engineers response was the phone being hung up on me. I am now wondering if British gas has contacted all the properties that have been visited by this contractor to check the work that they carried out is OK before they were sacked or maybe I'm the only one who has a rusty flue that is not safe.”

Helpful Report

Posted 1 year ago

“Broke my boiler with 'repair'. Was covered with Homecare, refused to repair it as it "wasn't broken" even though it was. Tried to give me a 'deal' of £1200 for a Powerflush. Sent 2 6 foot 4 men wearing sunglasses in Winter into my lounge to intimdate. One insisted on using my toilet. They then sat for hours staring at my front door wearing sunglasses in van, before finally putting a "sorry we missed you" card through the door and claiming they were never there. Then sued me for cancelling my contract.”

Helpful Report

Posted 1 year ago

“Omg the worst bar none. Customer service is the wrong name for this shambles. Purposely elusive and a nightmare to get to speak to.a human..... mismanaged and poor .. do not use .”

Helpful Report

Posted 1 year ago

“I would never go near this company again! We brought a house in September 2023. British Gas in October sent us a huge bill. On the bill the charges where back dated until March 2022. I have sent in proof that we did not live or own the property until September 2023. They they tried to tell me that the previous owner was not paying their direct debits so the debt is now with us as the new home owners. With the previous owners permission I sent in to British Gas copies of their bank statements which showed the direct debits leaving their account. BG then tried to tell me that they where refunding the previous owners direct debits back to them each month (with no explanation as to why there where refunding the payments). The previous owners bank statements show differently. Two months this issue has been going on. I have been contacting them via email, phone online chat etc. Each time the advisor tells me that they have sorted the issue, thank you for my patience blah blah and yet here we are months later and nothing has changed. Since then BG have tried to put my monthly direct debits up so that the debt is cleared quicker. I really wouldn't advise using this company at all. Their customer service sucks. This morning I was offered a £5 credit to my account for my troubles. What an insult. Hours it has taken of my time so far not to mention the stress of dealing with the advisors.”

Helpful Report

Posted 1 year ago

“I have been topping up via the BG app on my phone, but I was realising that some of my prepayments were not registering although the money had been taken out of my account (£120). When I rang BG up they gave me the vend codes for me to sort out manually, the customer service advisor ignored my questions and was rude overall.”

Helpful Report

Posted 1 year ago

“The only way I could submit a reading to accommidste changing tariff was by first indicating I was leaving my premises, which I am not, having resorted to using trueflame solid fuel as a principal heat source, when I finally managed to submit a reading it was flashed on screen that the reading was fictitious. Very much a waist if time not like the straightforward BG website if old”

Helpful Report

Posted 1 year ago

“The app is useless, & the website seems to crash all the time I’ve tried to submit meter readings but the page just doesn’t load. It keeps taking me round in circles and just showing me my previous meter reads. The chat bot is useless too. Poor show from such a big company.”

Helpful Report

Posted 1 year ago

“Have an online account but for some reason have been unable to access it recently. Chat bots and live chat unhelpful. Email replies automated and just suggest using the chat - vicious and frustrating circle. Will change supplier as soon as I can.”

Helpful Report

Posted 1 year ago

“If I could give zero stars I would I have contacted them five times to resolve a misread meter issue. Every time I start again with a new agent, every time they promise they'll fix it and then I get no contact. I even put in a complaint and the only response I got had a different customer's email cced in!”

Helpful Report

Posted 1 year ago

“Basically got a second final bill a month later after I paid a final bill and received a refund apparently from old billing system not my fault this should have been added to the first final bill , great end to the year. Cheers BG never will be back to BG”

Helpful Report

Posted 1 year ago

“DO NOT GO WITH BRITISH GAS Absolutely scamming people don't not go direct debit they will rinse your bank for 2 days I was billed 132 pounds like how not just once but twice their staff are rude and incompetent they have no clue what they are doing and left me and my son with no power or heating for 46 hours and on the vulnerable list still nothing i lost all my food in fridge and freezer and no compensation for that just a £30 deducted from my bill due to non attendance of engineer staff hang up on you or pass you over to another member of staff and hangs up if it's too much bother as they haven't got a clue they are like robots”

Helpful Report

Posted 1 year ago

“My tablet reader stopped so I rang on the 7th to ask for an engineer. This is not the first time for this fault so I knew it was an engineer’s job. BG refused and said I was not a priority. I amPAYG and had hardly any left. I had topped up the day before for 50 BG said they would sort it remotely in 6 days. They did sort it by cutting me off. The whole house runs on Electric- no heating or hot water. BG then offered an electro an after Christmas. I was told I had to put a 16 digit number in my meter. I explained I can’t reach my meter to do this. It is high on the wall above a door. They said get a step ladder and ask a neighbour. One BG guy suggested I take the meter of the wall and then do it. As I explained to him the main cable go through the meter. He didn’t seem to understand that it would be like pulling out the wires on a kettle and then expecting it to boil. I climbed on a chair in the end to get the credit- I suffer from vertigo and was was trembling all the time, holding a torch and a piece of paper with the instructions on. I now have 30 on credit until my engineer does come on the 12. This won’t last even if I have no heating or hot water on. I have not been able to cook my Xmas dinner or have friends over because I am trying my best to make the electric last. I will soon be in the dark with nothing but BG thinks that is ok. I am 55 and live on my own in the middle of the country. I have spoken to over 15 customers service people ( most from other countries ) and not one has a single clue. Would not recommend this company to anyone. As soon as problems are sorted I am moving to another company.”

Helpful Report

Posted 1 year ago

“If I could give this review 0 stars I would. This morning, these incompetent thieves took over £300 in my bank account without my knowledge and I am now left with £25 - bear in mind I am a single mother living with two daughters. They said that I am in a debt and that I owed them £800 but last time I checked I cleared my debt back in June of this year. I barely use gas in my house and I have a monitor so I have been monitoring the amount of gas I use. Daily I don’t even use up to £5.00 worth of gas but they still claim that I am owing £800 and I could potentially be restarting the whole process of clearing the debt that I apparently “owe” them . This is having a negative toll on my health. Your customer service is terrible and you all are jokers.”

Helpful Report

Posted 1 year ago

“I had a pre payment meter in my property before I moved in. I asked if I could have it replaced with a credit meter because I didn’t owe anything. I asked if I could receive an estimate on how much it would cost me in direct debits. The lady on the phone couldn’t give me an answer and told me to apply online. I got absolutely no where and I feel like I’ve been forced to stay in a pre payment meter which is costing me a fortune”

Helpful Report

Posted 1 year ago

“i have 198 pounds on my gas card they cut my gas of for no reason took weeks of complaints to get a new meter fitted pay as you go then sent me a new card but the credit is on the old card no one knows how how to refund the credit to my new card i have spoken to 10 different people some in africa and india they are just a joke i have no gas now over christmas they dont care no gas no refund”

Helpful Report

Posted 1 year ago

“Stressful experience over the past 5 months, outsourcing doesn't pay, advisers give differing answers and are poorly trained, after my mum's death trying to sort out her affairs has been okay until it came to British Gas who are uncoordinated, poorly trained, waits are terrible, don't know what they can or can't offer, all in all a rollercoaster of a terrible experience just when I didn't need it, I would NEVER recommend British? Gas”

Helpful Report

Posted 1 year ago

“One star because I can’t enter a lower rating!!! What an awful company!! Left now - waiting for my Credit to be sent back to my account - ‘Oh no Sir, you owe us!! - twice this has happened!! Expecting £163 refund - as per my Online Account (updated by my British Gas Smart meter) But no! I, apparently owe them £73!!!! They invent Bills, figures pulled out of the sky!! THIS COMPANY IS INCOMPETENT!!!”

Helpful Report

Posted 1 year ago

“I have spent the lSt year trying to sort my bills that I knew were wrong they finally admitted fault but I am struggling to get my overpayment back they threatened me with debt collection on 3 occasions and and I had threatening letters awful terrible service and I am still fighting them ....I'm now with octopus and what a difference the cust service is excellent shame on you british gas”

Helpful Report

Posted 1 year ago

“British gas customer service is non existent cancelled 4 bills then said i owe them money for a bill which was paid 3 months ago . No point in phoning them up most of the staff are useless . Send automatated repllies to complaint emails . Given my terrible stress useless company”

Helpful Report

Posted 1 year ago

“British gas took a huge amount from my bank no bill no explanation. I have been ill since.”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,206 reviews