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 21st December 2025

105

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 went to top up my meter only to be told they cant do it as British gas dont have a contract anymore, why has British gas not informed me that i would no longer be able to top up at certain places i now have no gas or hot water and was told i cant top up online or over the phone by customer services, cant wait to leave no help for pay as you go costumers .if i could give no stars i would proper joke”

Helpful Report

Posted 5 years ago

“You know I have been with British Gas For Over 40 years and they seem to be going backwards rather then forward.First they get rid of there free phone numbers.Last year I rang them about a problem with my smart meter,was on the phone for over 45 mins then someone answered and said “Hello, how can I help you” then I got cut off!!!Then they change to Payzone,went into a Payzone shop today but they couldn’t top up my gas and electric because they didn’t have the facility to do so!!!Why change things when they work ok?So,I have decided it’s goodbye British Gas and will be looking for a different company.”

Helpful Report

Posted 5 years ago

“MOST INCOMPETENT COMPANY i am now on day 12 on trying to sort out problems on top of problems with them. I moved to new home and signed up with them 18th Dec and then I received a bill days later for NOVEMBER??? How is that possible if i never signed up into end of Dec. They sent 2 idiots round to sort my gas and electricity as no power in the house. I waited from 7am to 6.20pm when they finally arrived. They changed the smart meter which had credit on to a key machine. Said they had topped it up the machine for me and if.i needed.more.credit.call.them back ??? I should of known from that sentence they were being tossers. Turns out them 2 idiots put me on emergency. Which i didnt realise until it had ran out when the gas safety company came to restore heating. They were not prepared to wait while we ran out to top up so now we have to wait for another appointment. I called for my refund and a rude THAPELO MLILO hung up on me i called again a nice lady tried to connect me but i was cut off so when called a 3rd time i was told after 30min in hold that there is something wrong with my meter I said he was mistaken as i topped today he put me back on hold and came with he will top my meter Erm no thank you send a cheque thats when he got snotty and replied well it will take 21 days bye”

Helpful Report

Posted 5 years ago

“I have been 8 days without heat and hot water all over Christmas, customer service attitude appalling do not even entertain wasting £29.00 per month for zero customer service. Go anywhere other than British gas!!! Do not even bother wasting your tome asking for a quote for a replacement boiler they quote 100% more than anywhere else I have been quoted by. How do they expect to stay in business???”

Helpful Report

Posted 6 years ago

“Terrible service. Had no hot water and no heating for 4 days. Apparently I'm not a emergency (cant believe they take out money every month) They dont take that into account though when they charge me every month. Customer service dont give a damn.”

Helpful Report

Posted 6 years ago

“Terrible service, had no hot water and heating for 4 days now. Apparently I,m not classed as an emergency (cant believe i pay out direct debit every month} they dont take that into account though when they charge you every month. I,m freezing here and the customer service dont give a damn.”

Helpful Report

Posted 6 years ago

“Terrible customer service, my father has been with has for a week now. I’ve called 3 times all 3 being 2 hour calls and still unable to get sorted. Ask to speak with a manger, but keep getting told there have no managers on the floor.”

Helpful Report

Posted 6 years ago

“I’ve a complaint that has been open for a few months ... have spoken to complaints team , and awaited my calls etc , that I had requested ( which took a long time !) ... once I had the proof of such disgusting treatment , I emailed the complaints team again ( as it’s still open and ongoing ) ..... this was well over a week ago ... it went through , as I had an automatic email response to say they had received it .... but have had heard nothing ! How many times can you continually treat paying customers in this way ? I will now be taking this further and will change my provider . Disgusting !”

Helpful Report

Posted 6 years ago

“My boiler went crazy late on a Saturday morning four days before Christmas.I managed to get a slot the same day. Within two hours I had an engineer sorting it out. He was lovely, polite, cheerful and calm! Within 45 minutes he had fixed the issue and phoned two days later to check the boiler was ok. He even thanked me for being a nice customer. All the engineers we have had have been great but he was wonderful. I'm writing a review because most people only write about bad experiences.”

Helpful Report

Posted 6 years ago

“Have had to wait to get emergency appointment for 10 days with intermittent heat and water which has been a nightmare, British Gas then left it till 5 pm to tell me engineer not coming Last night and me losing half a days holiday for the pleasure. I left British Gas last time and have only just returned for it to happen again with a no show on first issue I have had and having to wait a long time to get someone here. Really annoying but they need to sort there business out!!!! I was offered £20 for the inconvenience incurred and half a days holiday lost. They can keep the dismal offer and I will take up with customer service. Especially as paying £60 upfront for the pleasure! Now having to wait in again between 2 and 6pm with all Christmas shopping still todo!!!!! Oh well suppose it will have to be done Sunday”

Helpful Report

Posted 6 years ago

“Customer service, what customer service so rude, ask to speak to manage was refused, told to take day off work this time of year,been loyal customer for years, should of done what Martin Lewis said change”

Helpful Report

Posted 6 years ago

“british gas homecare customers be warned BG is seriously selling their new boilers first time engineer repairs boiler second time he says it cant be repaired you need a new boiler which they are happy to install for you at a disconnect and look for finance for you but if you have poor credit rating you are doomed not boiler and not repair and you are left in the cooled. I cant get a loan because someone stole my identity and still police with case and therefore no boiler after paying homecare cover for years and calling them twice and engineer says its unrepairable but problems started after he visited the property because water started leaking which was never there before.He denied he ever did anything but we all knew he did. I cant trust BG anymore.”

Helpful Report

Posted 6 years ago

“I have the Homecare Two Boiler and Central Heating cover. My advice to anyone thinking of taking out this cover think carefully. I have waited in for 3 consecutive engineer visits and not any of them showed. Not even a curtious phone call from the engineer to say they will be late or need to re-schedule. Contacted the customer services an hour before the time slot was due to expire today and they said they couldn't contact the engineer but the job sheet said "call customer to let them know eta of visit" There poor service has resulted in me having to take time off work and lose some holiday, just in case they turn up. I will not be renewing my contract with this bunch of Amateurs.”

Helpful Report

Posted 6 years ago

“Awful experience treated teeribly by 5 different members of staff in South Africa on who was clueless and had to speak to her expert who was telling her what to say. One favourite with them was this is a 'Business Driven Decision' So heres one of them ive left you after 27 Years. You are horrendous.”

Helpful Report

Posted 6 years ago

“Really really bad so bad it made me ill actually gave me coronary heart disease.”

Helpful Report

Posted 6 years ago

“Don’t touch them with a barge pole TOTAL RIP OFF COMPANY customer service is a disgrace !!!!! If you are late with a payment there is no reminder and they charge you a £45 late payment fee STAY AWAY”

Helpful Report

Posted 6 years ago

“Customer service is a disgrace. They changed their terms and conditions by no longer sending reminders of gas appliance serving. No notification was sent about this change. Because previously reminders were sent the annual service was overlooked. So I paid a whole year subscription without receiving any service. They made no apology for this and gave no refund. When I contacted them they were dismissive.”

Helpful Report

Posted 6 years ago

“Poor service , overly problematic , can’t fix anything , just excuses, staff need to be changed and trained in customs relations. Remember we pay you !”

Helpful Report

Posted 6 years ago

“Have had a long standing problem with clanking noise when boiler switches off and none of the British Gas engineers have been able to solve it until the last one ( Phil O ) who o our delight has cracked it . Well done and thank you Phil.”

Helpful Report

Posted 6 years ago

“Hello, I don’t often write reviews but feel compelled to do so tonight. I have tried to contact British Gas this evening as I’m without electric and have been on hold for 25 minutes then disconnected without speaking to anyone. Then tried the App which doesn’t work....times out to inactivity after a minute. Then called back and have at the time of writing this been on hold for 30+ minutes. Absolutely disgusting for an error created by them. Changing my supplier immediately.”

Helpful Report

Posted 6 years ago

British Gas is rated 1.2 based on 3,209 reviews