British Gas Reviews

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

1.2 Rating 3,208 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,208 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 21st December 2025

105

Anonymous

Anonymous // 01/01/2019

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

“The service we have received from British Gas has been absolutely appalling. If you are thinking of taking out a Homecare package with them please do not bother. You cannot book an appointment online as they are always not available, the live chat cuts you off and then you speak to somebody you are likely to have to wait 6 weeks for a service and then they cancel it on the day. This has happened to me twice now. Also when we have had no hot water we could not get anybody out for 2 weeks (originally it was 4 weeks). There must be a better provider to service your boiler (who might actually turn up in a timely manner). I am paying £45 a month for this service, I really wish I had not renewed but at that point I was still waiting for my service. Feel sorry for the Customer Service team on the phone, as they have to deal with the brunt of some very irate customers.”

Helpful Report

Posted 3 years ago

“Terrible - I had home cover and have no boiler for two months. Engineer booked and didn't turn up. They haven't serviced my boiler in years as they keep cancelling. Worst company I have had the displeasure in paying monthly for a something I am not receiving”

Helpful Report

Posted 3 years ago

“I have a LPG boiler and use BG homecare product. Useless. In 2019 they sent a non LPG engineer. In 2020 they sent a non LPG engineer. In 2021 they sent a non LPG engineer twice, a month apart! They frequently cancel appointments for servicing stating that the engineer is ill and then 10 minutes later someone else calls and says that they are running late. They appear to be fictitious excuses. I could not recommend them at all.”

Helpful Report

Posted 3 years ago

“Absolutely useless Company. Need an engineer urgently as having problems getting hot water upstairs. Engineer is booked for 9 days time, which is a re booking because the first guy who turned up a few weeks ago didn't fix the problem. Problem getting worse so tried phoning today for an emergency callout, but the only option is to change next weeks appointment and make it later or keep it the same. Then tried phoning to cancel my BG contract to get shot of them, but you end up in a call queue and cant get through. This Company very good at taking your money, but doesn't know Thing 1 about delivering customer service.”

Helpful Report

Posted 3 years ago

“This company needs to be shut down as they do not serve customers at all. They never answer their phone line. Managed to get through twice in their months after about 45 minutes listening to music, get an agent who I have difficulty understanding, can not understand strong accent and crackling line. Plus they couldn’t understand my accent so having to constantly repeat slowly information. After laboriously giving all information and details trying to find out what is happening with my transfer from Peoples Energy (who were amazing!) agent tries to make me accept a smart meter, then to get a prepayment meter, I am like what is happening here?! Then line gets cut off. I eventually managed to talk to a third lady when cut off again but they did ring me back but honestly talked such gobble de gook I am none the wiser to what I have being bulldozed into as a contract? It’s like they have a script they stick to and are unable to help me! I have the app - doesn’t work!”

Helpful Report

Posted 3 years ago

“Absolutely useless. Can’t even get the basics right and they clearly don’t have a clue what is going on with their systems. You talk to customer services and agree one thing and they go and do something else. Why don’t you get yourselves in order and stop making the customers do your job for you. Disgrace!!”

Helpful Report

Posted 3 years ago

“My wife and I are both pensioners and depend on our home being warm throughout the winter period. I have tried to contact British Gas HomeCare as we have not had our boiler serviced since December 2020, and we are extremely concerned that our boiler may breakdown due to the lack of service provided? We pay over £400 per annum out of our pensions for a service that we are not receiving. Each time I try to book a service, I get the same response - blaming Covid for lack of service? On contacting Live Chat I was processed through to another department by Ali (I have kept a screen shot of this futile conversation) - I was further kept waiting on Live Chat and after almost one hour I got cut off, and ironically asked to complete a customer care questionnaire? Its beyond belief..... The manner in which we are being treated is totally unacceptable and I have now decided to cancel my account with British Gas tomorrow and go to a small reliable company that value their customers and treat you with respect. Strange situation when a national company cannot fulfil their servicing contract due to 'Covid', yet a small privately run firm can????”

Helpful Report

Posted 3 years ago

“Absolutely disgusting customer service I have a 2 week old baby and they have left me with no gas or electricity as I tipped up my meter and it’s didn’t accept it !!!!!!!!!!!!!!”

Helpful Report

Posted 3 years ago

“You're the worse. Terrible service. We pay for your care plan. Our boiler stopped working last week, so we had no heating or hot water. After hours on the phone and lots of you lot getting it wrong, over 3 days, 3 different plumber visits never happened, and none of you seemed to know what's going on. One of your staff even tried to blame my wife, and was rude and unpleasant. We don't know what we get for our care plan of £38 per month. But we will cancel that now and advise everyone to stop. You're better off saving that payment monthly and getting a decent, independent professional plumber when you need one. And stop these inept companies earning such huge profits. I expect some compensation after the thousands of pounds they've had off us. Most upsetting”

Helpful Report

Posted 3 years ago

“A terrible company to deal with you wait ages for them to answer the phone, they deserve to lose customer's the way they treat there customer's”

Helpful Report

Posted 3 years ago

“Rubbish company. Never answer the phone never had them sort out any issues at any property.! I’ve also never chosen to be supplied by them an I never will. Currently trying to pay a bill of a dead family member. Thank you for making this as frustrating process as possible. Could all be sorted over the phone. I guess I’ll see you in court.”

Helpful Report

Posted 3 years ago

“I was very happy to leave Bt Gas when I moved house, maybe 25yrs ago! Awful C. Service V Costly! No better now phoned 5 times to ask for a DD Mandate form still not had one. Had a few supplier's since BT Gas having moved around, then found Zebra Power second to none! Thanks a bunch Boris and Off Gen!”

Helpful Report

Posted 3 years ago

“I changed from the peoples energy to another supplier which I thought was taking direct debits for gas and electric, but British gas kept sending e-mails demanding a I changed from the peoples energy to another supplier, thought the gas and electric was with them, bur british gas kept sending e-mails to pay them for gas. My new company keeps trying to get them to stop but british gas keeps stopping them taking over as they say that I am with them. I have disputes with British before they are a terrible company'”

Helpful Report

Posted 3 years ago

“App is useless. Impossible to set up direct debit without getting through to Advisor on Message service. There are clearly not enough employees as Advisors are never available. Very poor customer service.”

Helpful Report

Posted 3 years ago

“We were told our elderly tenant would have to wait 5 weeks for a repair so no heat or water in winter ?????!!! I cancelled two accounts immediately”

Helpful Report

Posted 3 years ago

“The Homecare service has gone rapidly downhill over the last 15 years. In the last 4-5 years thet have either cancelled the appointment the day before or not turned up on the day, so it was no surprise when they phoned last month the day before my service and radiator repair to cancel. After being assured as I've been cancelled once I should have no issue with the rearranged appointment. Today they rang and cancelled again. This is the most shocking useless shower I have ever come across. They are taking money for a service they can't provide. Only the age of my bolier stops me changing. I hate this company with a passion and I recommend anyone to go elsewhere if they can.”

Helpful Report

Posted 3 years ago

“Been with bg for several years now u can't contact them via Web or phone absolutely ridiculous get sorry not all agents are busy been like this for months Switching soon to eon as they don't ignore you”

Helpful Report

Posted 3 years ago

“I was moved to British gas after People Enery went into receivership. I have been trying to set up a direct debit to pay my bill yet still not been able to. When you phone they do not answer or move you from department to department and then you suddenly get cut off and have to start the process all over again. I have come from a company that had a high customer care to a company that do not care about the customer. Last time I spoke to an adviser they told be that I could not set up a direct debit as my electric smart meter is not working this time my gas meter is not working?”

Helpful Report

Posted 3 years ago

“Dreadful customer service. You try to get assistance at the moment and all their operatives are good for is cutting the phone call off or terminating the live chat (after shunting you from one long queue to another, leaving you enraged and with the same problem you had to start with). USELESS!!! And all this because they ignored a "reschedule" text for a meter installation.”

Helpful Report

Posted 3 years ago

“Arranged a BG engineer to come and service my heating boiler, Friday 26th Nov. Also asked that someone look at why radiators were no longer coming up to temp. didn't get a BG engineer, got a subcontractor, who wouldn't loot at the radiator problem and the service took around 10 mins! Made another appointment for 2nd Dec. BG engineer this time who (fare play) checked everything and said there is a blockage and he would arrange for dynorod to come with "Thermal imaging gear" to fine it. heard nothing for a week and finally chased it up, having to phone Dyno myself who told me they would con on 21st Dec. they came and spent the day banging all my radiators and finally said it requires a Power Flush to clear the dirt out of the system and they would go and recommend it to BG. Meantime I had arranged another call because the boiler was now making a noise when the pilot light ignited, for 7th Jan but also called to complain and make sure the power flush was being arranged. BG said they knew nothing about it but would pass that on to the visiting engineer. I got another subcontractor who couldn't get out of the house fast enough but, did arrange a propper BG guy to come the same day. This guy made the recommendation for a Power flush Quote which, I have accepted. As I missed the phone call to arrange a date, I called again only to have they tell me I had not accepted the quote yet (even though I had the return acceptance email in front of me at the time). I'm now waiting for a return call to confirm when a proper British Gas engineer can come and do the Power Flush. I note that, as soon as I raised a complaint they wanted to give 30 pounds to close it right away! Followed by "what if we make it 50 pounds!!" Even though it turned out that dyno rod had recommended the power flush, I was told that a recommendation from them meant nothing to British Gas... Conclusions: Even when you call them up they don't look for all the details related to your case. They don't follow up or communicate internally. They still send emails asking me to arrange a service. 2 Months on I live in hope of getting me heating working properly by summer!!!”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,208 reviews