British Gas Reviews

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

1.2 Rating 3,135 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,135 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

“Style over substance... No energy usage fingers for six weeks. Pathetic”

Helpful Report

Posted 3 years ago

“Every time I call up I get transferred to South Africa where they have absolutely no clue or compassion a out them.. never have I been disrespected so many times in my life. I can't even begin to count how many times they just hang up the phone because they can't handle a simple task. Why the hell are the calls transferred there anyway other than to save the company money. Tight ..... this company should not be allowed to operate and should be shut down immediately. I'm a vulnerable customer and am constantly left with no electricity or gas due to them trying to save money... il be reporting this further as this can't be allowed to happen to others!!!! Disgusting!!!”

Helpful Report

Posted 3 years ago

“Just what is wrong with your online account website, Energy usage has not been updated since February 16th for electric, no energy usage for gas at all, I recently moved house in January and had letters to say my account was up and running and information was being updated correctly from the smart meters. Meter readings are updated on the main gas and electric pages but looking at historical meter reads they show the initial estimated reading even though I supplied readings when I moved in. I had smart meters installed at my previous residence in 2017 and information displayed was very good and informative, continuous upgrades to the website have gradually removed information available to the effect that it is now a third rate service, upgrades to the website are just beneficial to British Gas and not the consumer, it is like they do not want the consumer to question what is shown, just the minimum info now. Smart meters were supposed to supply information to help you budget and take control of your energy usage. As it stands at the moment I cannot do any of this, it is very frustrating, no information so I can control my energy usage other than it is quick to tell you to adjust your direct debit up. I have no display at this residence and the one at the previous house failed to display correctly from day one, I complained about this to BG and to the energy ombudsman, the bottom line was there was a software problem that was known about and BG could not give a date to fix it and closed out the complaint, it is a joke. Ways of contacting BG to complain have been degraded, long telephone waiting times and anything other than billing you have to go on the chat, another nightmare, I want to be able to talk to someone or at least by email. I worked for many years on oil and gas metering and we would not accept a performance like this from a supplier or to who we supplied to but BG seem to be able to get away with this. Will see what happens on 1st. April once the price cap is removed and if the system starts to show correct data. Come on BG you cam do better than this.”

Helpful Report

Posted 3 years ago

“Again today a shocking experience.I have 3 children under 3 engineers changed gas meter to old style car meter put a tenner emergency on Thursday and British Gas systems haven’t been updated meaning I can’t put fuel on. Apparently it’s the weekend and nothing can be done. Guys I can be without a means to heat my property and cook when I have 3 under 3s . I’m so angry right now and this is the second review”

Helpful Report

Posted 3 years ago

“This company should not be allowed to trade. The worst experience I have ever encountered, I've had no gas or electric for over a week and still not resolved. And the call centre blatantly lie to you on the phone. Awful experience, avoid”

Helpful Report

Posted 3 years ago

“Absolutely useless company. Switched to them in September 2021 and not had a bill or been able to login since then (the direct debit of course takes money every month). Their website and app continuously say 'Oops something went wrong' or 'we are having problems try later' when logging in, the chat system, never cnnects to a real person (even after many hours) and its impossible to phone them as they are too busy. I have smart meters but they keep asking for meter readings which I can't provide because their site never works. Surely I have a legal right to see how much I am being billed each month? If there are tech problems with sites or apps then they should be forced to send out the bill via the post. Unfortunately British gas is one of only a handful of energy companies left now so not much choice.”

Helpful Report

Posted 3 years ago

“I have had a service account for 6 years with British Gas. I have had one service in 3 years granted we were in a pandemic but still paid my money every month! It took me weeks to get a service booked for this year but before the appointment my boiler broke down, took about an hour to try speaking to someone who told me I was not vulnerable and would have to wait 5 days without heating and hot water!! We decided to cancel our account which I pay nearly £400 a year for. I went on to live chat to complain and after explaining my cause I was told I would get a refund of £400.08 but British Gas decided they would only pay me £166.77, when I went back on to complain again I was told I was not entitled to anymore even though they admitted I hadn’t received a service in a year and a half.. disgusting company that takes your money and gives you nothing in return!!”

Helpful Report

Posted 3 years ago

“MARCH 2022 - Never, ever, have I had to deal with a company as seriously bad as this. They took over our energy supply, without problem, from Neon Reef who went into liquidation - all good. Problems started when I wanted to pay the first bill. I have managed to get on the app twice in 6 months. Tried to call, couldn't speak to a human! Done online chat, unsolved. Yesterday, after receiving an email to say my bill was ready - again - managed to get on the app for only the second time, said was £283 in credit. Couldn’t download bills, there was a problem when tried to request paper ones, couldn’t have them either. Tried to live chat three times, each time over 100 in the queue, waited and waited, but waited so long was cut off. Tried this cycle three times. Today, we owe £600 and something pounds, still no accessible bills, no live chat available and can’t speak to any human. Beyond frustrated, just paid the bill. Where do I go from here!!?? Would like someone from British Gas to contact me!!!”

Helpful Report

Posted 3 years ago

“British Gas is an absolutely disgusting company. An account I was unaware of was taken out in my name and I have been charged nearly £150 a year later for something I was completely unaware about. They passed this on to a debt collection agency and after I paid the bill in full they are refusing to take my calls and let the debt collection agency know that the bill has been paid causing me to be harassed by potential bailiffs and warning letters and emails. Every time I try and dispute all of this they say it’s not their problem.”

Helpful Report

Posted 3 years ago

“I am trying to close an account and pay what I owe. Bill outrageous from previous person. Now phones are down. Diabolical service”

Helpful Report

Posted 3 years ago

“For 9 years I jogged along as a British Gas customer, no real issues. In April 2021 I’m told my account is being moved to British Gas Evolve(no choice in the matter!). My two smart meters ceased to be smart overnight, and I was constantly told to submit meter readings. As a disabled person I find it impossible to read a meter at ground level. I informed BGE of my inability to read meters and asked for replacement smart meters, to no avail. Since April 2021 I have had no statements, I can see no bills and no direct debits showing, although I can see they have been taken from my bank account. Recently I called and asked for a paper statement, only to be sent one with items listed as “Miscellaneous documents”, “reversals” …..anyone know what these are?, the customer service personnel certainly don’t! November 2021 I’m informed I’m being transferred back to BG……it’ll be seamless…..haha.! Now according to BG I have 2 accounts with them! Apparently I have to “be careful when I sign in to make sure I’m in the correct account”…..a gem of advice given when I rang for clarification. It’s a total joke. I still can’t see any bills, direct debits, energy usage, order a new smart meter, website and App is cr**! They send generic letters in answer to my complaint emails, it’s obvious they haven’t been read by a human being. Think a complaint to Ofgem in the pipeline….”

Helpful Report

Posted 3 years ago

“No usage since 16th February. Now can't sign in to web site”

Helpful Report

Posted 3 years ago

“British Gas are a damn joke . I’ve tried to book a service on line but it won’t allow me I’ve tried to log into my account to also try and do this , not possible I’ve tried 3 phone numbers I have on their paperwork I have on file ...no longer exist I had a service contract and they never contacted me to do a service , although they were adamant they had ?? ,and I hadn’t realised this was standard yearly so 3 yrs in having paid for a service I booked one then discontinued my service plan . It says in the eek they are open on the phone to 8 pm I’ve been phoning since before 5 pm , now 5.20 pm and then having answered many questions they tell me the offices are closed . As soon as I find another supplier I’m moving my account they are a joke !!”

Helpful Report

Posted 3 years ago

“Useless app”

Helpful Report

Posted 3 years ago

“Had my annual boiler service on March 1st was not a British Gas engineer but another company authorised by British Gas. They spent 15 minutes doing service no covid measures were used and did not leave any paperwork spoke to British Gas about this and was fobbed of with lame excuse suggest if they are going to use other companies to do this work then they need to get all procedures correct next visit if not a British Gas engineer they will be shown the door. British Gas at the moment are failing in their duty and many people will be leaving them very soon as I will very poor service”

Helpful Report

Posted 3 years ago

“Took out boiler cover in January 22 waited 8 weeks for a service. Should have turned up to between 8am and 12 never turned up. When I rang to see why was told the engineer had gone home sick. Asked why I wasn't informed of this she never really had an answer.so now I have to wait till 26th April for my service. You would think they would fit you in early as they had let you down, people get sick I know,but could they not ring you and let you know. £270 a year for rubbish service. My wife and I are both in our 70s it's a good job it wasn't really cold. 4 hours without heating. All they do do was let us know, if I wouldn't have rung I would still be waiting,”

Helpful Report

Posted 3 years ago

“We just renewed our service agreement with British Gas, and have been waiting a couple of Months to have a boiler serviced today receiving a text confirming an engineer would be with us today between 8-1pm. Within an hour after receiving that text we receive a second text apologising that they will need to reschedule due urgent appointments. This is why I cancelled my service plan for the last couple of years. I mad to think they might have improved”

Helpful Report

Posted 3 years ago

“The worst customer service I have ever expressed. The people on the helpline, put you on hold and forget your there. Tell you its not a problem if an engineer makes you wait all day and comes to the property to say he can't do anything. Because technically he still came. Honestly I can't express enough how bad he service is. I was told they would not pay compensation for their service because they hadn't done anything that bad, because there were no fatalities. So if no dies, they consider there service okay. Stay away!”

Helpful Report

Posted 3 years ago

“Bloody useless!! My online energy usage data is now 3 weeks (yes 3 weeks!!) out of date and when I complain all I am offered is pathetic platitudes. In addition my SmartMeter monitor is malfunctioning - they refuse to replace it. Woeful!! Customer service non-existent! Shame on you British Gas!”

Helpful Report

Posted 3 years ago

“Non stop issues since switching to British Gas. First they got the switch wrong and took over my neighbour's supply, took months to resolve that. Now since August I've been trying to get a smart credit meter fitted and they keep cancelling the appointment. When I call up they show no empathy or even understanding of the issue. They have a script they stick to and have no knowledge outside of it. I've had multiple false promises and assurances, failed call backs, promised refunds that I have had to chase. Still no smart meter. Worst company I have ever dealt with. They don't care and aren't afraid to hide it. One member of staff just laughed down the phone and offered no solution.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,135 reviews