British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.22

1.2 Rating 3,174 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,174 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 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 5th September 2025

British Gas 1 star review on 1st May 2025

103

Anonymous

Anonymous // 01/01/2019

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

“Appalling customer service, expensive, unclear billing, aggressive staff. Dreaful company”

Helpful Report

Posted 1 year ago

“Took more than should on DD. Spoke with team and they were very robotic and repeated same thing over and over. Emailed to complaints - same thing happened. No apology for debiting my bank account and putting me into arrears. Customers are just numbers, not people.”

Helpful Report

Posted 1 year ago

“They make promises they have no intention of keeping”

Helpful Report

Posted 1 year ago

“Have been trying to access my account information since March 4th when they mistakenly closed it. Have made over 50 phone calls. Written complaints. NOTHING.....no responses. A company to avoid.”

Helpful Report

Posted 1 year ago

“There call center is not based in england .Most of the staff are completed useless .They havnt got a clue how to resolve amy issues you have . They lie to you telling your issue gas been resolved just to get off the phone .Had to leave british gas due to my stress levels”

Helpful Report

Posted 1 year ago

“Absolutely horrendous. They cut off my supply incorrectly before my moving date. Wiped my credit and every day since, the electricity cuts off at 9am. The overseas call center is appalling, I’ve been shouted at, laughed at, lied to and been completely disregarded. Every day I’ve had to call up and my electricity is off for over 3 hours. There is a fault their end but no one is fixing it. Having to get the b button refreshed takes hours to do. I am disabled and on the priority list, meter is up high and I cannot get to it. Yet was told to get up on a chair!!!! They lie and don’t log complaints, they say they will call back and they don’t. This is still ongoing and has reduced me to tears at points. The stress is horrendous. Every day I’m spending over an hour and a half to get them to listen to me and reset the meter. A complete disgrace! AVOID”

Helpful Report

Posted 1 year ago

“I moved to my new property in July 23. I have had bills without a name and every time I tried to pay I couldn't cause i didn't have an account. After 9 phone calls I managed to open an account and since then things were going OK until I contacted them and asked to set up a direct debit. I was told in may this has been done. I was travelling and when I got back home I received collection agency letter asking to pay the bills, which I did as I realise dd wasn't created and no money was taken out. This affected my credit file and now I am unable to do anything. I raised a complaint and received a reply saying sorry for the inconvenience and thanks for my feed back and they will make sure it won't happen again. Since then I wrote to them 3 times and never heard back. Keep away from these fraudsters.”

Helpful Report

Posted 1 year ago

“Payment by phone unsuccessful. Transferred from pillar to post without help to pay our final statement as we have switched supplier upon buying the property. Transferred back to payment line where the customer number was denied several times and disconnected. All three staff I spoke to were extremely unhelpful. Payment line sucks. Had to wing it with bank transfer as customer number for banking transfer reference is too many characters. Absolutely AWFUL service. Glad this is the only experience I had to undertake with the business. If I could give negative stars I would.”

Helpful Report

Posted 1 year ago

“Having on going issues with this terrible company. Apparently due to the opening read being incorrect they are over charging me by thousands of pounds my complaint is on going”

Helpful Report

Posted 1 year ago

“I sent a complaint as I was emailed that my direct debit was increasing & I cannot afford the increase nd queried why the increase? I was told via email that I had a debt to pay - I don't. I responded by saying that the amount showing on my account was an estimate of what COULD be left at the end of my fixed tariff, if I decided to change my energy supplier. It is not a debt, as I haven't used the energy yet. The email response was to say that I needed to communicate via the chat bot on my app if I wanted any change to my direct debit. I was then pressured to close my complaint, despite me asking for a response as to why my monthly payment had to increase, on the off chance that I might change my energy supplier at the end of my fixed tariff. To date, I have had no actual answer to this question. The overwhelming impression is of a vast company, turning over record profits at a time when the cost of living crisis is still rampant, and couldn't care less about their customers and any complaint.”

Helpful Report

Posted 1 year ago

“Can only agree with all the other negative comments, I too would give a zero rating if I available. On going issues with smart meter not reading even though new meters installed in April. I have now had my account moved to Pay as you go, even though I didn't ask for this and have had 3 phone calls where I was promised the account would not be moved over. I now get welcome e-mails from British Gas as a new customer. I too have asked to speak to a supervisor and have e-mails sent to me confirming what has been agreed but they never arrive. I am now switching over as I can't take any more of this poor service. I don't know why you can't e-mail only call the over seas call center where staff follow a script. AVOID this company at all costs.”

Helpful Report

Posted 1 year ago

“Was moved to BG when previous co. went bust. Could not get upto date bills for months and bill was addressed to my first and middle name not my surname for nearly a year. Could not get up to date account as always 3 months in arrears with bills. Been on priority register since being switched. Each year been vastly in credit, how much do they get extra from overcharging DD's. Had to fight every year to get over payment back, they just wanted to reduce DD's but would still have been in credit after another year of overpaying. I agreed a refund for both G & ELEC with them and was pushed to agree the complaint had been resolved, only to find the amounts paid back were less than agreed, so still left me in credit. They have not reduced my DD's since April or July. On contract for annual boiler service and kept being pestered to have it serviced after less than 6 months after last service. Had enough so have decided to change to another provider, what happened a call from BG, sorry your leaving sob story we will give you a good rate and give you some compensation for your problems, someone will call you back later today. that was a week ago, still waiting. Their customer is nil not second to none. They say one thing but never do it. They are a waste of space, as polite as I can show my utter disgust at how BG treat customers. Ceo. got £4.5m. in 2022 went up to £4.5m in 2023 while us plebs were suffering paying extortionate rates for our essential heating, and even he said it was "impossible to justify" just the same as council leaders do not deserve double or more than the PM is paid, The system is rotten to the core ripping households off and nobody worse than the water companies who had massive increases after privatising and paid top exec's and shareholders massive dividends.”

Helpful Report

Posted 1 year ago

“If I could give 0 stars I would, I have never known a more inept company in my life. You go in circles on the phone trying to resolve something and when you request for a complaint to be put through nothing happens. They never call you back when they say they will. No other company could get away with being this bad. Sheer incompetence from this company has put me in financial ruin and no one wants to do anything about it or take any accountability. Never give British Gas any of your money or time, an absolute shambles of a company.”

Helpful Report

Posted 1 year ago

“Pre booked an appointment for a boiler service today, 4th July, between 10am and 2pm. NO SHOW!!! USELESS FOOLS!!! Then got a call 2:10pm to say they had to cancel. THANKS FOR WASTING 4 HOURS OF MY TIME YOU MORONS!!!”

Helpful Report

Posted 1 year ago

“Terrible company, don't use it...”

Helpful Report

Posted 1 year ago

“Worst company I have ever dealt with. Foreign call centres who haven't got a clue what they are doing and you can't understand them. The government needs to take action about them as they are causing people undue stress.”

Helpful Report

Posted 1 year ago

“8 month with british gas still haven't received a single bill,l have been emailing and calling to ask for an actual bill so l can see what l am using as the British gas app is completely useless. If you thinking to move to british gas think twice.”

Helpful Report

Posted 1 year ago

“Nobody seems to know what theyre doing and managers do not call you to resolve ongoing issues. What has happened to British Gas? A company ive always respected and known to be reputable has completely lost all of my respect. I have been trying to solve an ongoing issue with my smart meter, it hasnt been regestering my gas and not one person seems to know what theyre doing. I have had appoimtments rescheduled with no contact from them. This includes an appointment that was made this morning for today. I called to make sure it had bern booked as it wasnt showing on my app and the rude attack i had from the girl who classed herself as a british gas specialist left me fuming!! She accused me of changing the appointment myself then later admitted there waant an engineer available for today!! I am owed an amount, 1. Promised to me by the engineer 2. As a goodwill gesture for everything theyve failed to do. None of this has been credited to my account. Some serious customer service training is needed and you need to teach your employees how to speak to paying customers. None of these problems im experiencing are a fault of mine yet you wont face responsibility and get the issue sorted. Seriously sort yourselves out”

Helpful Report

Posted 1 year ago

“I received an invoice from British gas which I paid in full on the date stated, I have since been asked for £5922.91, no bill has been received for this amount. As I have no intention of paying this inflated amount I have been referred for debt collection. I have made many attempts to contact them but I still haven’t managed to talk to anyone. I feel as if they are attempting to intimidate me, but ignore my attempts to contact them.”

Helpful Report

Posted 1 year ago

“I rang up today for my electric and instead of helping me they wanted nearly 3hundread a month I haven't got it my payments I was paying was 40pounds that's OK I was annoyed and hung up”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,174 reviews