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

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British Gas 1 star review on 26th December 2025

106

Anonymous

Anonymous // 01/01/2019

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

“Complaint against British Gas My customer number when with British Gas was - 851010505362 The issue began when we decided to change energy suppliers. We contacted British Gas and began the process of submitting meter readings etc. The 1st set of reading I submitted were declined and the reason was that the reading was very different than what was expected. I then phoned and after a VERY lengthy process of being passed from one to another I was told the meter readings could not possibly be correct. I confirmed them again over the phone and mentioned the fact they were from my smart meter. The response I got was, “You don’t have a smart meter!” I was a bit perplexed as I was being told that what I was looking at in my sitting room was seemingly a figment of my imagination. I assured British Gas that there was in Fact a smart meter and that it was British Gas who had installed it last year (Aug 2018). The call was ended with the assurance that we would receive a phone call the following day with an explanation. A week later and no phone call! I then called British Gas again... Another VERY lengthy wait and call (again in excess of an hour). The advisor again proceeded to inform me that NO smart meter had been fitted to our address. After, AGAIN, going through the same brief as I had spent ages doing to the previous British Gas rep, this man was sympathetic and began asking the right questions. I gave him the serial numbers from both Gas and Electric meters along with both the meter readings. He informed me that the serial numbers were NOT what was recorded in their system. Turns out we had new meters installed along with the smart meter. Although British Gas has no record of this being carried out! I assured the rep that all the work had been carried out by British Gas as they were our energy supplier. The rep assured me that he personally would sort things and get back to me the following day. The same outcome as before, 4/5 days laterI had to phone them for an update! Guess what the process ended up being... WELL OVER an hour again briefing yet another rep!!!! This man was VERY unhelpful and harsh with me. I was just about keeping my cool, however frustration was beginning to surface. I ended the call with a request for a complaint to be lodged. I was assured that someone would be in touch. I received an Email stating that THEY had RESOLVED the issue and had addressed all my concerns. THEY DID NOT ADDRESS ANY OF MY CONCERNS - and said they had closed the case!!! I am now left with many unresolved problems - our new supplier has opened our new account based on British Gas “Estimates” for gas readings. - when I submitted readings to Bulb energy, they send the same response that British Gas used too - The readings are not accepted because they are way off their expected readings!!! - I have no way of knowing if I have been ripped off by British Gas as for the last year they have been going on “estimated” readings. - all our four girls left home during that year and we know our usage was dramatically reduced when they left home!! - there is a massive difference between the “estimated” readings and actual. Actual readings are round 3000 lower than estimated ones on both meters.”

Helpful Report

Posted 6 years ago

“Since the "Smart meter's" have been fitted we had nothing but trouble, we have not been credited our balance from the old meters as promised, the website does not work, the app is impossible and you are left without a viable way of topping up your account and left ultimately without gas and electric. The customer service is void and you just get passed to other departments and other advisors where they "look" into your complaint then fill you with empty promises, or you just ignore you. The facebook page is filled with complaint's and the advisors on their social media sites are pretty arrogant or continue to ask irrelevant questions without actually reading the complaint's. I have lived in many third world countries and received better service than this 'British Corporate" company that seems to be stuck in the dark ages where customer service and competence is concerned. We are now stuck with this poor excuse for an energy company as the more competent companies do not take on client's with these dreadful "Smart meters" I just hope this helps others whom are thinking of switching to the smart meters. Switch provider while you still can don't be left without energy like we constantly are!”

Helpful Report

Posted 6 years ago

“Homecare package is not what it seems its £60 extra for each and every callout. Having a leak from the plastic pipe connecting my boiler to the outside drain pipe. I stupidly thought that this sort of issue would be covered under my top Homecare package. Well it was not unless I wanted to pay £60 excess for this and any other call out. £60 for a rubber sleeve is nothing less a cowboy type ripoff. Its about time they gave there engineers horses and triangular hats shouting stand and deliver on arrival. So if you are thinking about Homecare package, think again it only covers what you think it covers if you agree to give them £60 to walk through your door. Its a call out charge pure and simple so why not say it up front when you are buying this product. Because once you are on the hook they will have you for every penny they can squeeze out of you, also bear in mind before accepting you for Homecare they insist on a full inspection to insure they are only covering stuff unlikely to breakdown, I could accept a excess charge for faults and repairs over £200 but £60 for a rubber connector is outrageous. I'll try fixing it myself or I'll rather pay an independent who I trust to fix it at a sensible price.”

Helpful Report

Posted 6 years ago

“Bully text / phone all threatening debt collection . I have never not paid a bill . Misinterpreting the Ofgem backbilling rule . Would rather spend an hourly rate on advisors being rude , uncompromising than compensate for poor service . Going to the ombudsman . Get some customer service training , understand the definition of a complaint, recognise and compensate , you would then get better reviews !”

Helpful Report

Posted 6 years ago

“Frustrating telephone conversation with emergency department. I couldn't answer all the operative's questions, as I was ringing from an office on behalf of technicians out at a property, therefore the operative seems to be answering her own questions for me to put in her database! She refused to take a contact mobile number for more details, and sounded rather stroppy. If I spoke to enquirers like that, I would soon be out of a job!!”

Helpful Report

Posted 6 years ago

“I use 5o be with British gas any issues always connecting me to south Africa how can you call a company British gas by doing that RIP off will never use them ever again so glad I use utilita now standing dailey fas charges sick and it's not penny pinching its RIP off prices be gone with u for good”

Helpful Report

Posted 6 years ago

“Annual Homecare check yesterday. After about 10 minutes, engineer went to boiler controls (upstairs)to get boiler to fire up. Came back to boiler in kitchen and announced that the boiler would not ignite and he had to over-ride with switch on boiler. Said that ,meant over-heating but switched on and as it ran for another 10 mins. decided it was OK. When the auto control should have come on in the evening, nothing happened. I checked the digital control upstairs and found that he had switched all controls to "off". No wonder he couldn't get the boiler to flash up.”

Helpful Report

Posted 6 years ago

“Crazy company. I’ve never been a BG customer yet I was billed for gas usage when I was paying another company. I contacted them to clear things up and they turned it into a can of worms. Repeatedly they attempted to take over my supples without my consent from another big energy supplier. What a mess. In the end I submitted a complaint and escalated it to the ombudsman. It was then corrected but not after repeated communication with the ombudsman as they didn’t quite understand what had happened. In the end BG was at fault. They kept on saying not their fault right upto the end. What a nightmare! An expensive company that does not listen to anyone as they believe they are always right. I can’t understand what they are so big TBH!”

Helpful Report

Posted 6 years ago

“I’ve never wrote a bad review , but this is by far the worst service I’ve ever had , I, I’d been paying my bills for 3years and on the day after Christmas I received a bill off £1150 , they admitted there responsible ,4 months later they gave me explanation that there automated system didn’t click on so they hadn’t charged me for my usage , since then British Gas have been no help charging me up , whilst me and my boy have been freezing not useing our heating , I’m now going to my Solli , wouldn’t Evan give you one star ,”

Helpful Report

Posted 6 years ago

“British gas have excelled themselves , they are now banning , the disabled or anyone on a low income from downloading the new app , i have had a message from british gas , stating that un less i agree to pay , by direct debit or bankers payment , that i cannot download the app , this obviously includes , anyone who is on low income and pays by payment card , or any other method , shame on bg”

Helpful Report

Posted 6 years ago

“I am payi g more than the bills state yet still over drawn! It just doest tally up! When I called they suggested I pay more a d didn't address the issue, I pay £160 a month combined Gas and Electric for myself and husband, we both work full time, and are often away at our caravan! Seems an awful lot! We have a smart metre that we try not to go over £5 a day so most days it gets to around £3.50, when I told a gas representative, she said the smart metres are only a guide and British gas still guesstimate!!! I'm going crazy over this stupid system!!!”

Helpful Report

Posted 6 years ago

“I've been a customer for 30 years. I over paid my gas bill by £900+ . I've been trying to get my money back for over a month now. What a joke after 3 hours on the phone over 4 phone calls still no joy . No one knows what they're doing and have no idea how to treat a customer. Lie after lie not knowing what to do asked to speak to a manager but apparently all are to busy . But on the plus side thanks to there incompetence I am now changing to Scottish power not sure how they are can't be as bad as British gas . O ye still no money after nearly a month”

Helpful Report

Posted 6 years ago

“I highly recommend a different company for electric or gas. British Gas is unprofessional and cannot be bothered about their clients. I’ve disputed my bill and was told that I will get a call back. For a week I called twice a day and on ever call I was told that someone will call me back. The 1st few consultants didn’t even make a note of the query on the account so my 1st 4 calls, I had to repeat the myself and what the issue was but every time I will get the same answer, we will call you back but 2 weeks later. I’m still waiting for the call back. I’ve logged a complain via their website but still nobody got back to me. Instead late payment fees and debt collecting charges was added even tho I’ve been waiting on British Gas to get back to me. I never said that I wasn’t going to pay but the bill is disputed and they cannot explain why the bill was so high but continue to put late payment fees even tho I’ve been waiting on them to get back to me. Extremely poor customer service. This is now been escalating to trading standards but yet even informing British Gas that I will escalate this issue they still couldn’t be bothered to get in contact with me, instead I just received an statement via email with more fees added. STAY AWAY FROM THIS COMPANY. THERE IS ALLOT OF OTHER COMPANIES THAT WILL GIVE YOU BETTER SERVICE.”

Helpful Report

Posted 6 years ago

“Some of the worst service I have ever experienced. The staff are rude, unhelpful. I have been hung up on multiple times (not through my tone.. simply they hang up!) I have spent hours on hold and then the system cuts you off with a 'fault message' it would bring me joy to see them fall and rejoin humanity I have since moved to BULB and its been bliss!”

Helpful Report

Posted 6 years ago

“British Gas your another one whose service has gone down hill.This pre pay meter is absolutely ridiculous high priced greedy greedy infact .was told we had qualified for a winter grant of 140.00 paid before 31st march 2019 never received any rebates at all for even the 30 pounds you gave customer s yearly you 've got greedy will be looking at other resources that are more economical.”

Helpful Report

Posted 6 years ago

“As a home owner currently wondering why one still maintains a Home Care contract with such a dysfunctional and inept service provider, my wife and I have yet again had another appalling experience with a company which one could never in all honesty recommend. As usual the communication with the company reflected a standard of organisational ineptitude which is staggering. To underline the standard of customer care which one now has come to expect from a company whose central philosophy is not to put the customer first, we were told this morning by their "planning department" and one uses the term advisedly, that we could always take our business to a third party. We have now cancelled the electrical work on our kitchen lights and placed our business with a trusted electrician. The standard of British Gas customer care has in our opinion been evidently declining over the last year or so. We have experienced their regular ability to cancel arranged call outs at the last moment. On one occasion I recall waiting for a call out (Which required me to take the morning off work) only to find that the job had been independently cancelled because they didn't have the staff. Significantly, I had to contact them to elicit the information after waiting in and re-organizing my office schedule to accommodate their failure. Naturally my wife and I have enjoyed their compensation terms on a regular basis but that only reflects the quite staggeringly poor service. I am now of the opinion that entering into a British Gas Home Care contract is a waste of money, at that one would be better advised to make regular monthly savings into one's own bank account to call out reliable professionals as required.”

Helpful Report

Posted 6 years ago

“Wish I'd never switched to BG. Having switched only 2 weeks ago I am now on my 4th complaint. Account says I have HomeCare 100 which includes a boiler service. When I tried to book one they said it is not included as I am on a different tariff (than the one my account quotes!) and need to google different T&C's! I could book a service through my HomeCare but they will charge me £99 pounds. If I didn't have the HomeCare it would be.... £79!!!! I had a smart meter fitting cancelled on the day due to overrun on the previous customer - OK, stuff happens. They said they would compensate me (£30) for having taken the day off work (daily pay £240!) and rescheduled my appointment. Another day off work and the engineer arrived but said he would not do the work as it was raining! No mention of this when booking the appointment and - had they called me beforehand as they say they will I could have gone to work. Again another £30 compensation offered. No compensation has appeared on my account. I cannot raise another complaint as I already have one open - BG limits people to only one complaint at a time... that keeps the numbers down for OFGEN! All I now want them to do is waive the early cancellation fee (if they actually paid all the compensation they said they would it is less than the cancellation fees anyway!) so I can switch to a decent provider. AVOID British GAS!”

Helpful Report

Posted 6 years ago

“absolutely the WORST customer service I have ever had the misfortune of enduring. Tried to resolve an issue with erroneous transfer via chat 3 weeks ago and was assuered it was sorted, now my account has been closed in error, called to sort out again, kept on hold for 24 minutes then put through to another person that had no idea of my call. I will be leaving after this appalling customer service. Should be ashamed to have British in your name!”

Helpful Report

Posted 6 years ago

“Lazy and incompetent. They ask for meter readings by email, but cannot be bothered top get their site working. Customer service - they don't know the meaning of the phrase !”

Helpful Report

Posted 6 years ago

“BRITISH GAS LIARS,SCAM AND RIP OFF British Gas both supply and maintenance is a total rip off and they are scamming customers. They state that they service and check your boiler with an annual service and they check that your central heating is in good working order. This is totally untrue they don't check your central heating at all. That makes it a scam because they falsely advertise it as part of the annual service. Mine was supposedly checked and signed off by them however 3 valve leaks occurred in a very short time one the same leak twice causing considerable damage to a newly decorated kitchen. They try to say they are not responsible, but the damage was caused by sheer incompetence of their lazy engineer who did not check the central heating system at all. Their policy also states accidental damage is included. I would like to know how they are checking a central heating system is in good working order without so much as turning it on and checking each radiator is hot and does not need bleeding. This is false advertising by them and a scam to con people out of money. Many people have stayed with them years because they think it is a hassle to change but it is very easy to change suppliers. It’s actually very easy and can be done with a simple phone call to any other supplier. British gas also is ripping people off on the cost of gas and electric. Standing charges and unit charges are much cheaper with other suppliers there are now many. Don’t think they treat loyal customers of many years any different because they do not British gas is a rip off company who could not care less about their customers. According to the press British gas are losing nearly 100000 customers a month as people wake up to better service and prices from other suppliers. British Gas are totally useless and a waste of space . My report now goes to the financial ombudsman . My assessment of the situation is exactly what happened. British Gas was given every opportunity to sort the situation out amicably and after dealing with them locally they failed to even respond to a complaint letter sent to head office. The sheer arrogance of this company is unbelievable and don't be fooled by there false advertising. My advice is keep clear of this scam company. They also after 2 weeks still have not returned an overpayment of £160 if next week l still don't receive it l will issue county court debt proceedings against them. I terminated both my accounts with them and changed suppliers on 25th March. 2weeks ago they said I would receive a cheque in 3 -5days MORE LIES! I spoke to these incompetent fools again today they have not even processed my refund they just told me it will be another 10 days. The way this company now operates is totally beyond belief. What a totally ridiculous reply from British gas had the incompedent engineer tested the system to be be in a safe working condition as per British Gas advertising he would have found the leak but as he failed to check the system was in a safe working condition he did not find it .As previously stated how is BG checking a Central heating system properly without even switching it on ?lt is a ludicrous reply which by the way is also supposedly covered for accidental damage so either way British Gas are responsible.The amount of bad reviews this lousy company has just goes to prove how bad they really are.”

Helpful Report

Posted 6 years ago

British Gas is rated 1.2 based on 3,209 reviews