British Gas Reviews

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

1.2 Rating 3,209 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,209 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

Write Your review

Tell us how British Gas made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

British Gas 1 star review on 26th December 2025

106

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 had a service account for 6 years with British Gas. I have had one service in 3 years granted we were in a pandemic but still paid my money every month! It took me weeks to get a service booked for this year but before the appointment my boiler broke down, took about an hour to try speaking to someone who told me I was not vulnerable and would have to wait 5 days without heating and hot water!! We decided to cancel our account which I pay nearly £400 a year for. I went on to live chat to complain and after explaining my cause I was told I would get a refund of £400.08 but British Gas decided they would only pay me £166.77, when I went back on to complain again I was told I was not entitled to anymore even though they admitted I hadn’t received a service in a year and a half.. disgusting company that takes your money and gives you nothing in return!!”

Helpful Report

Posted 3 years ago

“MARCH 2022 - Never, ever, have I had to deal with a company as seriously bad as this. They took over our energy supply, without problem, from Neon Reef who went into liquidation - all good. Problems started when I wanted to pay the first bill. I have managed to get on the app twice in 6 months. Tried to call, couldn't speak to a human! Done online chat, unsolved. Yesterday, after receiving an email to say my bill was ready - again - managed to get on the app for only the second time, said was £283 in credit. Couldn’t download bills, there was a problem when tried to request paper ones, couldn’t have them either. Tried to live chat three times, each time over 100 in the queue, waited and waited, but waited so long was cut off. Tried this cycle three times. Today, we owe £600 and something pounds, still no accessible bills, no live chat available and can’t speak to any human. Beyond frustrated, just paid the bill. Where do I go from here!!?? Would like someone from British Gas to contact me!!!”

Helpful Report

Posted 3 years ago

“British Gas is an absolutely disgusting company. An account I was unaware of was taken out in my name and I have been charged nearly £150 a year later for something I was completely unaware about. They passed this on to a debt collection agency and after I paid the bill in full they are refusing to take my calls and let the debt collection agency know that the bill has been paid causing me to be harassed by potential bailiffs and warning letters and emails. Every time I try and dispute all of this they say it’s not their problem.”

Helpful Report

Posted 3 years ago

“I am trying to close an account and pay what I owe. Bill outrageous from previous person. Now phones are down. Diabolical service”

Helpful Report

Posted 3 years ago

“For 9 years I jogged along as a British Gas customer, no real issues. In April 2021 I’m told my account is being moved to British Gas Evolve(no choice in the matter!). My two smart meters ceased to be smart overnight, and I was constantly told to submit meter readings. As a disabled person I find it impossible to read a meter at ground level. I informed BGE of my inability to read meters and asked for replacement smart meters, to no avail. Since April 2021 I have had no statements, I can see no bills and no direct debits showing, although I can see they have been taken from my bank account. Recently I called and asked for a paper statement, only to be sent one with items listed as “Miscellaneous documents”, “reversals” …..anyone know what these are?, the customer service personnel certainly don’t! November 2021 I’m informed I’m being transferred back to BG……it’ll be seamless…..haha.! Now according to BG I have 2 accounts with them! Apparently I have to “be careful when I sign in to make sure I’m in the correct account”…..a gem of advice given when I rang for clarification. It’s a total joke. I still can’t see any bills, direct debits, energy usage, order a new smart meter, website and App is cr**! They send generic letters in answer to my complaint emails, it’s obvious they haven’t been read by a human being. Think a complaint to Ofgem in the pipeline….”

Helpful Report

Posted 3 years ago

“No usage since 16th February. Now can't sign in to web site”

Helpful Report

Posted 3 years ago

“British Gas are a damn joke . I’ve tried to book a service on line but it won’t allow me I’ve tried to log into my account to also try and do this , not possible I’ve tried 3 phone numbers I have on their paperwork I have on file ...no longer exist I had a service contract and they never contacted me to do a service , although they were adamant they had ?? ,and I hadn’t realised this was standard yearly so 3 yrs in having paid for a service I booked one then discontinued my service plan . It says in the eek they are open on the phone to 8 pm I’ve been phoning since before 5 pm , now 5.20 pm and then having answered many questions they tell me the offices are closed . As soon as I find another supplier I’m moving my account they are a joke !!”

Helpful Report

Posted 3 years ago

“Useless app”

Helpful Report

Posted 3 years ago

“Had my annual boiler service on March 1st was not a British Gas engineer but another company authorised by British Gas. They spent 15 minutes doing service no covid measures were used and did not leave any paperwork spoke to British Gas about this and was fobbed of with lame excuse suggest if they are going to use other companies to do this work then they need to get all procedures correct next visit if not a British Gas engineer they will be shown the door. British Gas at the moment are failing in their duty and many people will be leaving them very soon as I will very poor service”

Helpful Report

Posted 3 years ago

“Took out boiler cover in January 22 waited 8 weeks for a service. Should have turned up to between 8am and 12 never turned up. When I rang to see why was told the engineer had gone home sick. Asked why I wasn't informed of this she never really had an answer.so now I have to wait till 26th April for my service. You would think they would fit you in early as they had let you down, people get sick I know,but could they not ring you and let you know. £270 a year for rubbish service. My wife and I are both in our 70s it's a good job it wasn't really cold. 4 hours without heating. All they do do was let us know, if I wouldn't have rung I would still be waiting,”

Helpful Report

Posted 3 years ago

“We just renewed our service agreement with British Gas, and have been waiting a couple of Months to have a boiler serviced today receiving a text confirming an engineer would be with us today between 8-1pm. Within an hour after receiving that text we receive a second text apologising that they will need to reschedule due urgent appointments. This is why I cancelled my service plan for the last couple of years. I mad to think they might have improved”

Helpful Report

Posted 3 years ago

“The worst customer service I have ever expressed. The people on the helpline, put you on hold and forget your there. Tell you its not a problem if an engineer makes you wait all day and comes to the property to say he can't do anything. Because technically he still came. Honestly I can't express enough how bad he service is. I was told they would not pay compensation for their service because they hadn't done anything that bad, because there were no fatalities. So if no dies, they consider there service okay. Stay away!”

Helpful Report

Posted 3 years ago

“Bloody useless!! My online energy usage data is now 3 weeks (yes 3 weeks!!) out of date and when I complain all I am offered is pathetic platitudes. In addition my SmartMeter monitor is malfunctioning - they refuse to replace it. Woeful!! Customer service non-existent! Shame on you British Gas!”

Helpful Report

Posted 3 years ago

“Non stop issues since switching to British Gas. First they got the switch wrong and took over my neighbour's supply, took months to resolve that. Now since August I've been trying to get a smart credit meter fitted and they keep cancelling the appointment. When I call up they show no empathy or even understanding of the issue. They have a script they stick to and have no knowledge outside of it. I've had multiple false promises and assurances, failed call backs, promised refunds that I have had to chase. Still no smart meter. Worst company I have ever dealt with. They don't care and aren't afraid to hide it. One member of staff just laughed down the phone and offered no solution.”

Helpful Report

Posted 3 years ago

“Very bad customer service!!!!!!!!!!!!!!!!!! Previous Bristol Energy customer and they had to move to this very expensive company. The person I have talked to over the phone was not very helpful either!”

Helpful Report

Posted 3 years ago

“British Gas robbed me! I’m not exaggerating, nor did I want to get to this point - but I’ve had enough. I’m aware that maybe other people have had a positive experience with British Gas but I’m not one of them. I’ve moved into a new property and was cursed with dealing with British Gas until my new supplier takes over. I’m on a pay as you go contract, and I topped up £40 on my card. I was left without hot water and heating for 24 hours! A British Gas engineer came by and checked my meter. He said I’d been paying off the previous tenant’s debt. So I contacted the customer service and they first tried to fool me wanting to credit me only £20. After some push back, I was granted £50. The agent said I’d receive a new card with the credit in 4 days. Needless to say, the card never arrived. I reached out again and a very rude agent convinced me to go ask for clarification to the off licence where I topped up. The guys had no clue what I was talking about - of course. So now, not only have I been robbed £40, been fooled and mistreated by agents, I’m also having to top up more and more. I’ve never been scammed so badly in my life. Beware of British Gas! They’ll try anything to steal your money.”

Helpful Report

Posted 3 years ago

“British Gas is a disgrace. They supply my property both electricity and gas; they are constantly mismanaging my accounts and inflating my gas account with additional charges, and threats of debt collection when most of the time my account is in credit. I have been in dispute with the company over 3 years regarding the location of my electric meter, which is on my neighbours property, and, I have difficulty accessing the meter. I have been trying to get them to move the meter. I have tried everything from accepting products offered to me such as the Smart meter; each time they come to install the meter they return with it. They tried to enforce a prepaid meter and got a warrant to enter my property to remove something that isn't there. I don't have an issue with the Pre-paid meter, but I do have an issue with the fact that their warrant agent accompanied by locksmith's tried to force entry into my property without first knocking to see if there was anyone at home when their equipment is no where near my property and in the process caused damage to my property. I complaint, they refuse to accept responsibility for their action. They sent me a deadlock letter, I went to the Ombudsman Services to make a complaint; my complaint was accept; however, weeks later the Ombudsman closed my case because BG queried Ombudsman acceptance of my case and basically lied to them about the length of my complaint being under 8 weeks, when, it had been 7 months. They can move the meter, I got assurance from UK Power Network, but BG refuse to assist me; they refuse to take accountability for attempting force entry into my property and the trauma caused, but instead have taken me to court for debt. Shame on you BG/Centrica, shows how much you're not listening to your customers.”

Helpful Report

Posted 3 years ago

“Wish I had read the reviews, this company should not be in business!!! We pay care cover,definitely NOT worth it. We had a leak at boiler, no hot water and no heating. British Gas emergency cover earliest appointment was 3 days from phone call. They are quick to take the money but no service provided! Stay clear of them!”

Helpful Report

Posted 3 years ago

“What a useless company”

Helpful Report

Posted 3 years ago

“Without a shadow of a doubt the worst most backward customer service in Britain , can’t find my details in there South African call centre , but can always find where to bill me at , never ever answer emails average wait time is at least an hour , you get passed on they drop the calls and no one can sort anything out ! If you like poking needles in your eyes then join British Gas ! If you have all the time in the world to stay on hold join British Gas ! They sent me a questionnaire asking me “Would I recommend to a friend” incredible!! They are shockingly dysfunctional and held together with a elastic bands, there prices are huge! I mean they just make it up as they put you into a nervous breakdown !! Don’t go with this company ever”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,209 reviews