British Gas Reviews

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

1.2 Rating 3,138 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,138 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

“I have tried many times to get in touch with british gas to change from payg to direct debit. i have called them three different times on 'priority numbers' the chat service has given me. First time I was on hold for an hour before they hung up, second time it was two hours before they hung up. I am currently an hour and a half into the third call...still nothing. Tried to resolve this with the chat function. They just kept telling me to try again. I asked for someone to call me back.He said that wasnt possible. I asked to escalate this to a manager. He told me due to covid-19 there are no managers. He gave me another priority number to call (which I am on hold to know). When I asked how this number was different to the others he ended the chat. If they are going to hang up on me again I'm going to just switch suppliers.”

Helpful Report

Posted 4 years ago

“Awful. Spent hours on the phone only to be told by advisor to do it online. Online service doesn't work, told me to call them instead.”

Helpful Report

Posted 4 years ago

“They cancelled 2 appointments in a row at last minute. Total disregard for customers”

Helpful Report

Posted 4 years ago

“Today between 8am - 1pm british gas engineer should do annual service of my boiler. the service was booked couple months ago. they called at 6 pm to change the date om my service on 27 of october. well done british gas. well done!!!!”

Helpful Report

Posted 4 years ago

“Can’t book leek repair tried app web site and called customer services still no repair booked”

Helpful Report

Posted 4 years ago

“Do not touch with a barge pole They will rip you off at will by increasing DD without any authorisation. Will be moving soonest”

Helpful Report

Posted 4 years ago

“I have kitchen appliance cover for my kitchen appliances, my dishwasher broke down yesterday ( 31st August ) so called them yesterday and the 1st available appointment they could offer was the 19th October, 7 weeks away, was advised to call again today to see if they could get a earlier appointment,but told that was the 1st available appointment again. Went and purchased a new dishwasher today another prepared to wait that long, really what's the point of having a contract if the cant get anyone to fix it.”

Helpful Report

Posted 4 years ago

“If you are thinking about switching to BG I would think twice about it. Have been with them for 40+ years mainly prepayment meters. During Covid have kept my gas topped up in case I can't get out for awhile. I had a problem with the meter and after a day or so managed to get a engineer out it said on the screen battery fail I've had this problem before and the usually they put in a new battery. This time he said they are not allowed to do that now but have to put in a new meter as I had £80 still in the meter I asked could he transfer it but was told he would make a note about it and phone tomorrow. There was also £30 on the card so a total of £110.when I phoned was told that I had to pay £190 for the meter something I didn't want or ask for still trying to sort out my refund I asked to speak to a supervisor and was told they would ring me back I still haven't managed to get a card for it no one has phoned back and tired to phone them was told it would take 45min was on the phone waiting for 1 hour and 39 min got through and the line went dead got to do it all again tomorrow to sort this problem No customer care and have taken my money put in for warmth this winter And I'm angry”

Helpful Report

Posted 4 years ago

“British Gas Home Service does not do what they imply in their adverse. Ten days for an engineer to sort out why our central heating does not work. The best that they can do is offer an electric heater, well we need one in the bathroom (not a good idea) two for each bedroom, two for the front and rear reception rooms and one for the kitchen. Can't see that happening. Left a poor review yesterday, which has been verified but not as far as I can see published. We are a vulnerable couple, but safeguarding is not high on British Gas' priority. We have borrowed a heater, rather than have an electric blow heater which costs a fortune to run. £272 per annum, goes up every year, have not made a claim in nine years, have to pay a £60 excess but still ten days waiting. They don't deserve the one star. The largest big supplier they have the largest poor performance to match”

Helpful Report

Posted 4 years ago

“We pay £272 for full home care cover. In addition we have to pay a £60 excess on every job requiring a repair. If we do have a repair in one year of cover the price of the policy still goes up. No discount for not making a claim. Currently, we have no central heating. While British Gas engineers are looking after new customers who are offered £40 cash back we will have to wait ten days for an engineer to resolve the loss of central heating. Ten days for an engineer to come out is appalling. We are vunerable and all Britsh Gas offer is a heater. Cannot put this down to COVID-91 but looking after new customers and giving them £40.. . No heating, and we are vulnerable and some nights are cold. Been using British Gas home service since it first started, a life time. To add insult to injury, British Gas does not trust its customers and wants the excess up front. We will borrow a heater from family, don't want to trouble British Gas. When the contract ends so does my loyalty to British Gas and I will join Homeserve.”

Helpful Report

Posted 4 years ago

“Don’t know what’s happened to BG Home Care. We’ve been with them for a number of years, transferring from their main competitor. Things were great until last year and dire, this year. Annual boiler service used to be booked automatically by THEM and you got the choice to change the date if unsuitable; no more since last year and it’s worsened. Indeed, I’ve spent more than two weeks trying to speak to a human being without success. Their App doesn’t work; their website tells me there’s an error, their chat/text messaging service tells me they can’t get into my account, that I appear deregistered and for me to request a login link. Did so and still received an error message. (Grr!) Got fed up and rang them and still wasn’t able to speak to a human being! Managed though to book an annual service with an automated system. I still need a plumber to come out to fix a leak! Booking an engineer shouldn’t be this difficult. It’s sad that the booking process is painful- makes me wonder if they’re trying to take your money without offering the service. That said, I should add that most of their technicians who’ve fixed things in the past have done so effectively - for us, it’s just been the booking system and the ridiculous ever increasing cost and roulette they play with your package.”

Helpful Report

Posted 4 years ago

“Absolutely awful service. I am extremely annoyed having paid for home care for years. No hot water for over a week and faulty boiler . Despite promises to come and sort out the emergency I am still waiting. Appointments are cancelled last minute. It is impossible to speak to a human being except when I have to reschedule an appointment that British Gas cannot make. Of course the person cannot answer any queries and is only able to apologise. I am wondering why I am payi for such shoddy service. This whole situation is making me ill.”

Helpful Report

Posted 4 years ago

“We had a new boiler from British gas installed December 2019, 8 months ago, it has now stopped working!!!! we have been homecare customers for 20+years, automated service offered earliest appointment for an engineer on 7 September, 9 days without hot water and any heat!!!! As my husband has serious health issues we now have an appointment tonight, anytime up to 0600 tomorrow morning, I am beyond speechless at this shockingly bad service, I also expected a new boiler costing thousands of pounds to not break down after 8 months!!! Am currently looking for someone else to supply a more reliable boiler insurance, our annual service should have been carried out in may but due to covid wasn't.”

Helpful Report

Posted 4 years ago

“unable to book an appointment via app or website for an engineer with homecare. i see no chat button on BG website. Homecare policy says book via app, but book an engineer button is not ther. ended up calling BG, and waiting for over half an hour before someone answered :(”

Helpful Report

Posted 4 years ago

“Bunch of unprofessional people. It is in the fabric and DNA of the British Gas (HomeCare) team to let people down. When it comes to making money they are most professional and taking the credit card details, they don't delay at all (Greedy company, greedy management). I am surprised this company is still trading. 2nd time I have been let down. The first time it took a few days to resolve the appointment and today at the end of the day, I get a call from to say engineers won't attend because they are busy. They can't even guarantee that the next slot on Wednesday is guaranteed. This company is seriously a black mark and plague on professionalism on "British Brand" less than 50% satisfied customers. Says everything about them. I just hope they shut down for good and by doing that they will do a great service for the British public”

Helpful Report

Posted 4 years ago

“Set up an account all good then didn’t get a bill for 2 months so called to find out what was going on as it was set up to be direct debit monthly was told issues with account 8 months later the account finally received a bill for the entire year showing March and April usage at around £300 cheaper each month to the bill was then informed this was because no monthly bills had been taken despite having set it up and calling to fix it. Now almost a year later still trying to stop them charging me extra for not making monthly payments when it was their mistake and fault. Awful company, misinformation spread like wildfire. Was told I could get telephone transcripts from October in July when I called (And was told they’d be done whenever the manager got round to it which is great)only to then wait 2 And a half weeks contacting about where my transcripts were to be sent to a different department who immediately told me the transcripts weren’t available and are deleted after 90 days conveniently deleting evidence against them and wasting my time speaking to multiple British Gas employees chasing these transcripts. All round a horrendous experience with British Gas will never use again or recommend to anyone”

Helpful Report

Posted 4 years ago

“Have read my meter every month for 9 years,i then get two emails saying i havent submitted them ,yet i have evry email acknowledging receipt of readings. They always manage to take the money from my accou t on time . I have every email for 9 years (sad isnt it) but I have to because british gas cannot be trusted . This is the 3rd complaint I have made regarding this . I have been told that I have been submitting my readings too quickly after getting the email and text and that I should wait at least a couple of days before submitting them . LAUGHABLY ISN'T IT,surelt this is no way to run a buisness,or is it ¡¡¡¡¡¡¡”

Helpful Report

Posted 4 years ago

“I pay for an annual service/maintenance call due Feb.20. Unfortunately due to covid BG could not attend. Rang end May regarding this visit and told would be coming. Rang again June and said when was my maintenance going to happen as I could smell soop. They took the details and stated the costs, I said that as I had a contract they was no costs. Long story short I received an invoice and maintenance visit was not carried out. The story goes from bad to worse. Spoke to customer service who stated that the invoice was correct. I sent my complaint to the COE, not acknowledge by him , then had it referred back to customer service. Customer service sent me an email asking me what the issue was. (I had attached this to my e-mail ((to CEO)) all details. Since then I have had two demands for payment, together with other emails. Today I have spent over 2 hours on the phone and web chat and got absolutely nowhere. Told in email to contact Ofgen. Could go on but I'm sure you know where this is going. My husband and I are elderly and my husband is disabled. This is making us ill.”

Helpful Report

Posted 4 years ago

“They were supplying energy to the flat I moved to, so I just decided to stick with them. BIG MISTAKE After paying electricity for almost 4 years all of a sudden my account was closed and not long after I received a bill for almost £3800 for a month! This was obviously a mistake, so I tried to contact them just to received an unbelievable response from them. They said "someone had registered my meter by mistake and updated the reading,". They said they would fix this. Well, it's been three months now. I have received threatening emails saying they will send my details to a debts collection agency if they don't hear from me. I have contacted them 6 times! Horrible, horrible service.”

Helpful Report

Posted 4 years ago

“Good morning I wish to complain about the appalling customer service I have had from British Gas. I have a home 400 service contract (for several years) with additional appliance cover and most recently the grill in my electric cooker stopped working. I contacted British Gas for an engineer and the ‘wrong’ engineer came to assess. He arranged fora more specific engineer to come and this was arranged between 12-6. The engineer did not attend despite me taking time off work to wait for his/her visit. I complained via the web chat and a further appointment was arranged for yesterday (26 August) however again a no show and no explanation as to why. I have taken two afternoons off work and this is completely unacceptable behaviour from any organisation. I want a full written explanation as to how this occurred and what British Gas intends to do to prevent it happening to other customers. Amir Savage”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,138 reviews