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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Was moved here from Peoples Energy. I didn't rate Peoples Energy but they were leagues ahead of British Gas. Waited months for our first bill after being told "it's coming" and was told we owed £250+ despite coming over from PE with a £270 credit. They set up our direct debit for £98 a month, which the website consistently states is 'not enough' despite still being in credit each month. Their website barely works, and cannot track our energy usage reliably. They constantly tell me to submit meter readings despite populating our bill with automatic ones, they refuse to change our billing period to monthly from quarterly, despite their website saying you can do so at any time, the bills frequently miss off the gas charge despite us being a dual fuel customer and to get the bill re-generated we have to sit for hours on the phone or live chat to get them to do it. This has finally culminated in them just taking away the energy usage charts on our account on our website so we can't see what we're being charged and are just constantly being told "You're not paying enough for your energy" despite our bill saying we're now £300 in credit, and when I queried this we were told it was because "your meters aren't on our system and need to be set up by our engineering team". British Gas are an absolute joke, and the only reason we haven't switched is because of all the havoc with the market right now preventing us from finding any deals - we don't even know how much our unit cost is now the price cap has been raised and BG won't tell us! Stay away and go with another supplier if you have the choice. Their customer service and usability is the worst we've ever experienced, and we've been supplied by Npower! They're an absolute joke.”

Helpful Report

Posted 3 years ago

“No words to describe a customer service that is probably the worst I have ever experienced. I've been using chat to contact them as its quicker to fly to the moon, than get an answer. Yesterday I spent over an hour trying to cancel my homcare, to be told at the end of the conversation to contact them through a phone call. You cannot make it up. If I could give a minus to the review I would.”

Helpful Report

Posted 3 years ago

“Had a credit for £28, gave my readings 31/03 for Gas and Electricity, credit went up £235, then changed to £12.14, £16 had disappeared from my credit emailed them about the above, also asked them could they explain the reversal payments on my account, the account are impossible to understand, did not reply of which I am not surprised, no doubt if I did not pay my bill I would probably get a letter from them, they are the worst, if they had dynamite for brain's they couldn't blow their hat's off, British Gas, more like British Trash”

British Gas 1 star review on 11th April 2022

Helpful Report

Posted 3 years ago

“Cannot speak to a person, are all your representatives still working from home. Not happy with my bill at all paying double that everyone else pays and cannot discuss with anyone just keep getting ripped off . Really would like to give you no stars get people answering the phone.”

Helpful Report

Posted 3 years ago

“SPEECHLESS! Diabolical company. They don’t give a damn about what customers say otherwise they would improve. Can’t even be bothered to explain my recent shambolic experience with them. Just stay clear of them!”

Helpful Report

Posted 3 years ago

“Got transferred over from people’s energy in September 2021… Got new British Gas smart meters fitted etc ..after six months of constantly messaging,phoning etc I still can’t see my usage on British Gas app…they still charge me every three months not how I keep asking to be charged monthly to keep on top of bills. All I get from multiple customer service assistance is ive escalated it it will take IT seven days and I will come back to you.. That’s same message for six months.getting quotes for alternative energy suppliers ..these guys just can’t get there act together. Disappointed”

Helpful Report

Posted 3 years ago

“British Gas is a shambles, I have a smart meter for electric only, as I have had 3 different guys here to get gas side to work, but hey ho none of them has succeeded, I received a txt message on 31/03/2022 to ask for my meter readings, which I promptly sent by return, I have since had another message to say they had not received it. 4 xTimes I have sent it, I now have a message tonight 9/04/2022 to say they still have Not received it. I think British Gas should get their act together. I am a very annoyed customer.”

Helpful Report

Posted 3 years ago

“I have a smart meter that I charged on Wednesday. The electricity payment went through but after several attempts the payment was refused for gas despite sufficient funds available. I checked my bank account and found my bank had paid the gas which to this date does not appear on the meter as a credit. Online still down and I have no reference from British Gas for the money they have received.”

Helpful Report

Posted 3 years ago

“Have problem with their pre pay meters. In a month and a half I had same problem 3 times and always the gas supply was off because of an error on the gas meter. I've been advised by them to change it to smart meters and now the top up doesn't go through. Again without heating or hot water in the winter time. Their chat helpline is completely useless. Last time I've been told an engineer will come, never showed up. 2 days with no gas. Definitely not recommended.”

Helpful Report

Posted 3 years ago

“not just a very bad service no show twice now even got the wrong address such a time consuming waste of time cant get a meter reading because the meter is no working so they just increase my direct debit by sixty pounds a month really bad company to work with staff always saying i am so sorry”

Helpful Report

Posted 3 years ago

“I arranged boiler service for today. No sign, tried to phone to check, can't talk to anyone direct, automated voice. Horrendous.”

Helpful Report

Posted 3 years ago

“For 6 months they are trying to resolve my issue BG you are useless!!!”

Helpful Report

Posted 3 years ago

“I try to discuss about my bill and try to explain to her but she can’t give me a chance to speak what I went and she told me just listen to me I am not done, When I tray to explain her what she said to me ,she is just disconnected me , she has 0 respect.”

Helpful Report

Posted 3 years ago

“Tha app is not fit for purpose the FQA are not appropriate the telephone wait is always 30 minutes and over and when you finally arrange an appointment they cancel it and do not rebook it ?”

Helpful Report

Posted 3 years ago

“Worse supply energy ever !!!! Stay away from them before they ruin your credit score . My energy contract was time to end and new quote was far away what I expected so decide to move out and go to new supplier . At that time they extend my contract and charge me £130 to leaving. Send me new agreement with I never signed and put my account to recovery agency. My credit score I total ruined and because off them . I never missed and payments and fell that this company is total fraud. Be aware to make sure this No happens to you .”

Helpful Report

Posted 3 years ago

“Awful service. Got an email to phone a certain number to a specific number, only to be told I had been put through to the wrong department and that the correct department for the day, by a customer service representative who had a virtually incoherent indistinguishable strong accent, who spoke over me. I eventually had to shout at her to tell her to shut up and give me a chance to complete answers I was asked. All this after having to wait incredibly long periods and options that does not accommodate non customers. Dreadful - it's no wonder British Gas have the notorious reputation for having one of, if not the worst in customer service. If it was just down to service I doubt the organisation would last long. Good riddance to a company that absurdly has the monopoly in gas energy. A word of advice - if you can - avoid BG at ALL costs.”

Helpful Report

Posted 3 years ago

“Useless.useless.useless. all I want to do is check that I haven't fallen into debit and I can only find payments for may and June 2021. 2021 were in April 2022. Useless useless. As soon as I can find out status of my bill. Leaving you useless lot.”

Helpful Report

Posted 3 years ago

“Poor customer care , most of employees don't have a clue about the procedures in place which results in time waste and dissatisfaction. Since last 5 days seeking help to sort out for a credit because the meter went down and I lost the credit.”

Helpful Report

Posted 3 years ago

“Absolutely diabolical. This morning I was put on hold for 45 minutes 36 seconds to be told I was put through to the wrong department!!! I was then given another number to contact and AGAIN on hold for 45 minutes only to have a representative give a slight giggle to tell me I have been put through to the wrong department. Seeing that I am work does British Gas think its funny to do this to customers????? Please tell me you don't? I would really like a member of staff that you employ to put me through to the correct department about my gas please!”

Helpful Report

Posted 3 years ago

“I have Homrcare for 4 Homecare plans and i have noticed the service has almost become useless. Having to hold for half hour and then being g abruptly hung up by operators that just can't be bothered. Absolutely useless.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,209 reviews