British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.21

1.2 Rating 3,141 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,141 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 18%
Accurate And Undamaged Orders	Greater than 80%
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 1st May 2025

British Gas 1 star review on 2nd December 2024

Richard Parsons

102

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

“Over an hour and 15 minutes wait to speak to someone in customer service, had to hang up in the end. Not acceptable at all.”

Helpful Report

Posted 5 years ago

“weve been a bg Homecare customer for several rentals for many years. however the last two callouts have taken 7 days! this is far too long... obviously. although Stuart Cave (our so called multi premise account manager!) thinks this is reasonable!!!!!!!! we asked him to confirm that in writing but he hasnt. just to add insult to injury after waiting six days for the appointment, no one turned up!!!!!!!! this was last thursday (14/11/19). apparently they didnt despatch our callout as they had a priority!!!! instead they wanted to postpone the callout for another six days (i.e. until 20/11/19) when no doubt it would be cancelled again by another higher priority jumping the queue. This really is outrageous service and a breach of the contract which states callouts will be in a reasonable time. 12 or even 6 days is not reasonable. apparently the delay is due to unexpected circumstances (WINTER!!!!!!!!!). BG used to come same or next day which was fine. we will most likely not renew with bg again as we have had huge grief from our tenants (understandably) and had to compensate them. This defeats the whole objective of boiler cover which is to avoid such stressful problems and maintain good relations with tenants. I see that 'HOMETREE' have better reviews and will give them a try. seems BG dont give a s!@?. BTW as our tenant is having an operation next week we were made a priority (for all they know the op. was for an ingrowing toe nail... that just encourages people to lie to get a quicker appointment) and got a callout 15/11/19. but the new part wasnt fitted until 18/11/19. the engineer was professional and competent, BUT DEFINITELY CANT SAY SAME FOR REST OF BG. we have made formal complaint but no proper response, only acknowledgement.”

Helpful Report

Posted 5 years ago

“British Gas services are not worthy of the name. It is not possible to speak to an agent and this company does not reply to letters even those addressed to Dave Kirwan who is the Managing Director of Customer Operations. I have been waiting for a refund since the end of August.”

Helpful Report

Posted 5 years ago

“The man that came to complete our service for us went above and beyond what was expected, he was friendly and really could not do enough for us. It is such a rare thing these days to get such professional work. Thank you to Murray Hughes.”

Helpful Report

Posted 5 years ago

“I called BG to switch to direct debit when I moved to my new home. They sent an email confirming it is switch and that on every 15th money will be taken out. On 12th, they cut our power, an engineer was sent after calling them, the engineer said that it is still pay as you go and you should top up, they haven't changed it. I call BG again, after an hour of wait on the line, they say that it is credit not pay as you go and they cannot do anything, after 30 minutes of them putting me on hold and waiting, they give me a smart card number to top up, which turns out that it doesn't work. So we end up spending the night without power as they close at 8pm. as I work online, this caused me lose £502 pounds due to unplanned cancellation on my side from the company I work in, so cost me part of my salary. when I called BG, someone called Kyle completely refused taking any responsibility and kept repeating that it was my responsibility to top up, even though I couldn't and they had it on the system that it is credit, and took these incompetent workers more than a day to connect my power. It turns out I still cannot top up until 15th, so after many multiple calls and talking to so many stupid workers in there who don't even know what they're doing, finally someone changes the system to pay as you go. And guess what, I get charged £15 for direct debit, which I didn't use. So this stupid company makes a big mess up, thinking my account is direct debit, cuts my power cause apparently its pay as you go and you need to top up, even after calling, they can't top me up and give me wrong code. this causes loss of income of £502, they don't take any responsibility, when I file a claim, they keep writing wrong information down in their system and end up charging me £15. How is this legal and how is this company still running, it needs to be shut down.”

Helpful Report

Posted 5 years ago

“Last year we waited 18 months for our 12 month service and, this year, we are currently on our third appointment expecting them to turn up.”

Helpful Report

Posted 5 years ago

“They charged me £ 165 a month for electricity. They then told me it was going upto £195. Bulb are now providing my electricity for£95 for the same consumption. Almost all providors are simillar prices. I have complained a week ago and still no reply. My next email is going to offgem.”

Helpful Report

Posted 5 years ago

“I have been paying £165 a month for my electricty for three year. They then sent me a letter to tell me it will be going up to £195.I phoned them and got my kw/hr consumption over the last year. I put this figure into a site which allows you to change provider. I'm now with bulb which is charging £90.Almost all providers are in a simillar range.”

Helpful Report

Posted 5 years ago

“The call centre dont listen,I asked for part refunded from one account they refunded from wrong account, so left me with no credit on gas to use for extra heating for the winter, I then asked for money to be transfered from one account to the other and was told it couldnt be done, now found they have refunded all, so now in debit with one account, and then got a letter today saying my direct debit changed from £50 per month to £141, my quarterly electric bill is only that per quarter, I have sent 3complaint messages and only get a reply saying it may be dealt with in 21 days, as I have to deal with all household stuff, and I have severe anxiety, even feeling I cant do this anymore can anyone help.”

Helpful Report

Posted 5 years ago

“I have had homecare cover for a few years, and it has generally been very good. This year the service seems to have fallen off a cliff. The wait for an appointment is much longer, and there is no guarantee that someone will turn up for the appointment. The website frequently has problems. The phone lines have appalling waits, and when I tried to phone in a complaint, the representative hung up the phone on me. Avoid this service, ignore any reviews from previous years when it was actually decent.”

Helpful Report

Posted 5 years ago

“I am a pensioner in my 70's without heating due to boiler breakdown.I have to wait 10 days before they can visit.Will cancel contract at renewal.In the past they came out within 72 hrs.”

Helpful Report

Posted 5 years ago

“No heating in the house. My wife is disabled and very cold so I went to the website to book a visit since we pay extra for Homeserve and the earliest appointment is 2nd December!!! Thanks a lot! Useless bunch of time-wasters. Don't rely on them.”

Helpful Report

Posted 5 years ago

“Waste of time in an emergency.”

Helpful Report

Posted 5 years ago

“Appalling Homecare experience. Do not sign up for this. They use subcontractors and annual boiler service usually cancelled and rescheduled months later. Absolutely not worth the stress of dealing with this shameful company who mis sell their service. Customer service also beyond bad and usually on ho,d for hours to get to speak to someone.”

Helpful Report

Posted 5 years ago

“Absolute disgrace..... 3.5 hours on hold today to simply change our payment method. Once we eventually got through we were told a simple swap from prepayment to credit meter would not be possible as we want to swap suppliers and can therefore not leave British Gas as our new supplier (scottishpower) cannot take over a prepayment meter! Zero customer service from all involved completely disgusted, I could rant all night, (but won’t)...want to give zero stars but 1 is the least I’m allowed to give!!!!✊🏼💦”

Helpful Report

Posted 5 years ago

“They don’t even deserve 1 star I had no other option they are the worst energy supplier they put me on hold for mor then 50 minutes just to answer a sample question they owe me £198.00 I mad several call and have sent them 3 emails but yet didn’t get refund or any reply from them and now I’m on the phone again an they don’t bother answering my phone I have been doing this from last three months rubbish service going change my energy supplier and advise you to avoid British Gas.”

Helpful Report

Posted 5 years ago

“I had my fuse board updated by British Gas in August 2019 ref:1412011519, since the 25 October I have been complaining about a problem I am having but is simply being ignored. I have had 5 emails and one letter stating they are investigating and will get in touch. The time scale was between 72 hours to 8 weeks, no one have contacted me since. I emailed the CEO Sarwjit Sambhi, but I am not holding my breath for a response. Out of desperation I contacted the engineer who did the work, he did not want to know until I said that I was concerned there may be a fire. He arrange for an engineer to come round. This man turned up stating he was sent to give me a quote for electrical work I wanted carried out on the property, nothing to do with my complaint they just wanted to get more money out of me. I am left wondering if I am dealing with a group of people or robots. This company is a disgrace and should be out of business.”

Helpful Report

Posted 5 years ago

“I had a breakdown cover with them, my boiler breakdown and they had given me appointment after 10 days and then later just day before appointment they cancelled and given me appointment after 1 week There breakdown customer service is very unhelpful Stay away from this company if your heating breakdown you will be without heating for sometime before they can send someone to fix it”

Helpful Report

Posted 5 years ago

“HomeCare annual premium increase 44%+ , earliest annual service appointment is over 3 months away and impossible to contact them on the phone to cancel - I've just stopped by direct debit - absolute joke service - don't kn ow how they stay in business!”

Helpful Report

Posted 5 years ago

“Customer services impossible to talk to anyone. Automated call taker - very limited options - if your query is not in one of these brackets - just goes round in circles even if you say a plain and simple single word. Only thing that works if you need to book an engineer which goes through automatically. If you wish to discuss anything else, don't bother ringing.”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,141 reviews