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 21st December 2025

105

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

“Joke of a company. Installed smart meter without my consent and now bill has tripled. Rang to complain and phone was hung up first time, second time lady I spoke to did not really know what was happening. Have paid £25 in 2 days and still credit on meter will soon run out. This is day light robbery, white collar crime at its best. You do not need a balaclava and a gun to be do robbery these days. Smart meter has no readings to show what I am using. How can this happen in modern day britain?”

Helpful Report

Posted 6 years ago

“Terrible company to work for! Treat staff like slaves in a factory! Can’t go to the toilet without having to put your hand up! You are micro-managed and “floor commanders” on your case! It’s like complete military operation! They also do not care about their customers at all! CEO running company into the ground and rewarding himself massively! Paying loads of staff off and sacking staff to try and cut costs! South Africa and India taking phone calls now as it’s cheaper! Don’t care about mental health! Work you to death! To the point of exhaustion!”

Helpful Report

Posted 6 years ago

“the phone number that's on line isn't working how the hell is anyone supposed to talk to british gas”

Helpful Report

Posted 6 years ago

“Appalling. I moved out of a premises 18 months ago and cancelled BG as they were so expensive. In the last month they have billed me twice and set the debt collectors on me for the new tenants' bill. Four phone calls, multiple tweets and nothing has changed. Average 30 mins on hold every time I call. Brusque and useless Twitter community managers. I am at my wits' end. My credit score has been affected. They just won't stop. Awful company - please avoid. There are so many superior and cheaper challenger companies you can go with these days.”

Helpful Report

Posted 6 years ago

“I moved from boost to British Gas purely because boost only offer a "pay as you go" option. it took 2 months i was advised 2 weeks initially. i had to call weekly to progress the move and chase when an engineer would be able to swap the meters. i got passed from department to department. having to repeat my requirements again and again awful company to deal with. promised call backs were never received. the staff were ill equipped to deal with this simple move the call times were horrendous and i spent over 30 minutes on every call i had to make to them and the engineer still didn't come out on the designated date and time totally incompetent”

Helpful Report

Posted 6 years ago

“Bad company, getting worse and charge whatever they like. We need more people on social media exposing their poor service. They charged me £1725 for my gas,"accidentally" which was removed with 3 month worth of investigation. They only took action after I had made a complaint & wanted the matter to be escalated. Simultaneously, they don't let me leave my electric supply to another company as they charge too much. Even though I had paid all the bills. Apparently they muddled up the date I was suppose too leave them that's why it was objected for a new supplier of electricity to take over. This went on for 3 month and still not solved by this time I have accumulated further 2 invoices.”

Helpful Report

Posted 6 years ago

“British Gas broke into our new home when we had been in there six days. No warning to us, completely unnecessary, and are now forcing us to stay with them for another month before we can switch providers. Disgusted and outraged, we will never ever be using them again and urge others not to as well to prevent any other customers experiencing what we have.”

Helpful Report

Posted 6 years ago

“I have never experienced a more dysfunctional company. With my previous tenancy, I tried to start both gas and electricity supply with a different supplier than British Gas. A mistake from British Gas with the bills to the previous tenant caused more than a year of headaches. The transfer to a better and cheaper supplier never happened. I ended up with only one solution which was to pay British Gas tariffs for the whole tenancy. One additional frustration was the continuous stream of letters (more than a hundred, I kept them all, sometime more than one per day. None of them based on reality).”

Helpful Report

Posted 6 years ago

“I set my account up with British gas in 2010. in 2015 Scottish power made an erroneous transfer of my account. then billed the wrong address so I didnt realise. I went on paying my joint energy bill not realising the gas bill had been removed. on January 1st 2019 I had bailiffs turn up at my door for the full amount of £2200.00. this was the first id heard of Scottish power or the bailiff company. I spoke with British gas and they said they would sort it out. 3 months later they deny I had ever had an account with them, then tried to trick me into taking out a new account. this would mean I would of had to pay Scottish power thousands that by law I now dont owe. Scottish power confirmed they would switch it back the moment British gas gets in touch, but like I said. now they are telling complete lies and deny I was ever a customer. my bank details and emails in receipt of payment to them say different. Beware British gas, it is not a British company. their final response was 'go get a solicitor' leaving me with the prospect of having my door kicked in by bailiffs so they can relieve me of my goods to that value... im fuming!!!!!”

Helpful Report

Posted 6 years ago

“British Gas charge you whatever they like when you take on someone else’s account temporarily. Then instead of charging the amount owed they charge you more so that they can give you a cheque refund of the balance, knowing very well that half there customers wont cash the cheque. Totally immoral institution that have no right to have the proud word British in their name. Why does the government not step in on practice such as this.”

Helpful Report

Posted 6 years ago

“It would appear that the operatives are chosen for their abilities to lie and obfuscate. No wonder that Centrica is going down the pan.”

Helpful Report

Posted 6 years ago

“Regarding Gas Cert and Landlords Homecare package. We've been BG customers on 2 properties since 2010 to 2019. We have paid over GPB 6,000. It's proven to be an absolute rip off as we never got value for services purchased and their service has simply deteriorated to appalling. They need agents on site to let their technicians in (no BG - they are not engineers, they are technicians) because they will not pick up keys. That's ok if their technicians would actually show up. They think nothing of leaving our tenants without gas in winter. And it is all about the repeat visit and extras. After 9 years a cupboard installed in 2007 becomes an issue. We have cancelled our contract with BG and would not consider using them again. Trust this is helpful.”

Helpful Report

Posted 6 years ago

“We were with British Gas for our business electricity. When we tried to change suppliers in Dec 2018 we decided to ask the new supplier to invoice our Limited company rather than myself personally. BIG MISTAKE. BG decided to change the name on the account to the Ltd company name (despite never being asked to) with disastrous consequences. I can't begin to tell you the confusion to the final billing process this has caused. When you email BG you NEVER receive a reply. When you call them, you seem to speak to a different person with a South African accent every time but no resolution. Despite owing nothing we are still receiving debt collectors letters. One star is one more than they deserve.”

Helpful Report

Posted 6 years ago

“I have just had a combi boiler installed by British Gas to replace my back boiler. It was quite a big job to relocate and get a gas supply to the new location. I can't praise the engineers enough. They were polite, efficient and considerate. I was dreading having the work done as floor boards had to come up that were under my laminate flooring. Everything ran smoothly. These lads are a credit to British Gas. The new Hive control is amazing, so glad I took the plunge now before my old boiler died. Have been a British Gas customer for over 40 years, never had any major issues”

Helpful Report

Posted 6 years ago

“On the 10/06/2019 at approximately 6.40 pm after returning home from work I noticed a lot of water coming in from my kitchen back door - there have been numerous issues with water that I have constantly reported and paid call out fees. I thought at least this could be solved this occasion. I called British Gas specifically stating I was worried and that because of my fridge being in that position some spark sounds were coming from there. To me this was an emergency and a huge risk to myself and the home. I was told someone will be there within the next hour and that an engineer/ plumber will call me. I rang back at 7 then 8 and 9 and was told no call has been logged. I was devastated and by this time I had a power cut and had to go to a local pub to charge my phone. The call was then logged and I was then told later when I rang back that there was a call made/with a logged matter where an engineer/plumber will be with me shortly I mentioned to the lady on the final call that this was a serious issue - she stated she will log a complaint and that she will also call me by 10pm to see if it’s been sorted. This sounded a little reassuring at the time. She also mentioned that she will ensure that an electrician can look into this as I have been let down (she specified despite not having cover for my electric regarding home Care) that something will be done to solve the matter at least for today? It is now 7am the next day I have had no calls or solution. I was also left at the home with no secure home alarm (ADT) so this was a cost I was paying with nothing happening. The engineer eventually turned up at 10.20pm but it felt a lot longer. It didn’t help at all when the plumber stated the water was coming from the back garden? To me this was very basic and not the work for a plumber to call out and see. I was able to see where the water was coming from, but needed a solution or some sort of plumbing work to be carried out. The plumber stated he is not a builder. When logging this matter for the additional time and not to mention delays/ being on hold possibly running up a telephone bill I did specify the urgency and state that due to no electric or lights the engineer/plumber will not be able to see anything - I was told they will have tools - I need to mention this plumber had no tools but a small torch saying he wouldn’t be able to do anything as he can’t see. He continually asked me if this is my home and I was not happy in the dark with no solution- not to mention soaking kitchen floor, slipping over many times. My kittens were running around and the plumber kept leaving doors open when I did say the importance of them being shut as my kittens are not yet immunised. The whole evening was a complete shambles and I am truly devastated here. I specifically mentioned all the above while logging the matter - not for no reason or ranting but to come to a proper solution. I felt that my whole evening was ruined , not to mention basic necessities completely destroyed when it could have been solved in a more better way (food/ lights/charging phone just to call British gas and be let down. I was also left with no choice but to go in a local pub where things took place just to charge my phone! awful experience and service Can we come to some sort of agreement here- I cant be left like this with no solution or help. I have also asked that a member of the team comes to help me with submitting a reading and till this date nothing has happened. I am left with potential high bulls where I have had this incident occur so haven’t had the full use, while having family pay extra. I have had separate issues simply changing account holders has been a palaver and I have really been let down.”

Helpful Report

Posted 6 years ago

“Just changed to British Gas, and OMG what a mess! You talk to people , give meter readings and they vanish! 5 times talking to people so far and promises, was even told to sit back and chill at one point! Email complaints no response, I’ve just live chatted and had to give all the meter readings again, opening ones and the start of June, and on my account they are asking for meter readings !!! What a nightmare this has been, and as I can see has been for a lot of others, I will definitely be changing next year when my contract is up”

Helpful Report

Posted 6 years ago

“British gas deserve a Five Star Trustpilot rating for the wonderful contribution they've made to the legalised business world of deceit, threats and distress. Fortunately for me and after 22 months of suffering the brilliant art deceit, threats and distress from british gas, I've decided to believe they don't exist. I feel so much better now because I've got a free supply of energy and am able to buy a headstone for my wife's grave! You see, british gas refuse to let me pay for energy.”

Helpful Report

Posted 6 years ago

“Do not use just look at here and trust pilot I had to try ombudmen they broke into my garage no warrant I've now contacted police as advised by ombudsmen”

Helpful Report

Posted 6 years ago

“Have had an ongoing issue for roughly 6 months now. The case worker assigned to my case either is completely lazy or has been given too many other complaints to deal with. Spent 10+ hours on the phone to numerous different people where I need to re-explain the issue and nobody seems to be able to make a decision. Cannot wait to never have to deal with British Gas again. Have never had such a poor experience with a company.”

Helpful Report

Posted 6 years ago

“Complaint against British Gas My customer number when with British Gas was - 851010505362 The issue began when we decided to change energy suppliers. We contacted British Gas and began the process of submitting meter readings etc. The 1st set of reading I submitted were declined and the reason was that the reading was very different than what was expected. I then phoned and after a VERY lengthy process of being passed from one to another I was told the meter readings could not possibly be correct. I confirmed them again over the phone and mentioned the fact they were from my smart meter. The response I got was, “You don’t have a smart meter!” I was a bit perplexed as I was being told that what I was looking at in my sitting room was seemingly a figment of my imagination. I assured British Gas that there was in Fact a smart meter and that it was British Gas who had installed it last year (Aug 2018). The call was ended with the assurance that we would receive a phone call the following day with an explanation. A week later and no phone call! I then called British Gas again... Another VERY lengthy wait and call (again in excess of an hour). The advisor again proceeded to inform me that NO smart meter had been fitted to our address. After, AGAIN, going through the same brief as I had spent ages doing to the previous British Gas rep, this man was sympathetic and began asking the right questions. I gave him the serial numbers from both Gas and Electric meters along with both the meter readings. He informed me that the serial numbers were NOT what was recorded in their system. Turns out we had new meters installed along with the smart meter. Although British Gas has no record of this being carried out! I assured the rep that all the work had been carried out by British Gas as they were our energy supplier. The rep assured me that he personally would sort things and get back to me the following day. The same outcome as before, 4/5 days laterI had to phone them for an update! Guess what the process ended up being... WELL OVER an hour again briefing yet another rep!!!! This man was VERY unhelpful and harsh with me. I was just about keeping my cool, however frustration was beginning to surface. I ended the call with a request for a complaint to be lodged. I was assured that someone would be in touch. I received an Email stating that THEY had RESOLVED the issue and had addressed all my concerns. THEY DID NOT ADDRESS ANY OF MY CONCERNS - and said they had closed the case!!! I am now left with many unresolved problems - our new supplier has opened our new account based on British Gas “Estimates” for gas readings. - when I submitted readings to Bulb energy, they send the same response that British Gas used too - The readings are not accepted because they are way off their expected readings!!! - I have no way of knowing if I have been ripped off by British Gas as for the last year they have been going on “estimated” readings. - all our four girls left home during that year and we know our usage was dramatically reduced when they left home!! - there is a massive difference between the “estimated” readings and actual. Actual readings are round 3000 lower than estimated ones on both meters.”

Helpful Report

Posted 6 years ago

British Gas is rated 1.2 based on 3,209 reviews