British Gas Reviews

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

1.2 Rating 3,125 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,125 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

“This company absolutely stinks. I was transferred to them when my previous supplier went bust, I had no actual choice in the matter which in this day and age is ridiculous. My main gripe is their billing process which seems to be made up on the hoof; they create bills which they then go on to cancel then recreate in a new image, one that is very much in their own favour. The latest wheeze is to create a new app and website but to do this they again have decided to cancel my previous four bills (for which I have always provided my own meter readings) and concoct a new replacement bill based on the dreaded estimated readings which, yes you’ve guessed it!, are far higher than my actual meter readings despite mine being taken a week after the estimates… They’ve badgered me ever since the switch into having a smart meter installed, at one point telling me it was mandatory and that if I refused they had the right not to supply me further and that I would not be allowed to find another supplier..! Considering that my wife has late stage cancer, and we are on the priority services register as a result of this, I thought this was an insensitive, if not callous, approach to customer service. A few weeks later we received an email apologising and admitting this had been an error and we NOT under any obligation to have the smart meter. It’s a fact that energy companies have been having an absolute field day at the expense of their customers, bumper record breaking profits while hard up people are forced to choose between eating or freezing. Unfortunately the consumer has no real choice in choosing who provides their gas and electricity which has to be a failure of the so-called free market in this capitalist system. I could go on and on but with my blood pressure rising by the minute I think it best to sign off now. For British Gas, with their 12m customers, some of them a captive clientele, life has never been so rosy; for the rest of us life has never looked so bleak.”

Helpful Report

Posted 1 year ago

“I know people don't write positive thing but I have to say when my washing machine broke and it was a 2 man job to mend dave and Ben were brilliant there professional yet friendly and I'm happy 😊”

Helpful Report

Posted 1 year ago

“Absolutely the worst customer service I've had to deal with. Had to send them many emails of complaint regarding problems with bills etc, either had no response or it took months for a reply. The last complaint was never resolved, British Gas just ignored it and threatened debt collectors instead of resolving the issue. Utterly appalling!”

Helpful Report

Posted 1 year ago

“This company are a criminal organisation,they ought to be closed down and the leaders arrested for fraud ! They are only interested in taking your money with zero customer support ,they employ indigenous people in South Africa because they can pay them less wages than in uk ,those people are incompetent,and often cannot answer your issues, that's if they understand your accent and you inderstand theirs, they recently wrote me to say they were changing my account to their new system which saves them money, from now on you cannot pay them cash but you have to pay them with a bank card ,my old system quarter bill was due ,they said I'd get it and I could pay it off ,however it has not happened and now their telling me it will be added onto my new system quarterly payment so I will have to pay a six month bill I told them no I should as they promised get my old quarterly bill ,first i am still waiting for them to sort it out !”

Helpful Report

Posted 1 year ago

“Customer service is probably the worst I've experienced.”

Helpful Report

Posted 1 year ago

“Only a one star because I can’t leave 0! Few months been receiving random gas bills from accounts I’ve never heard of… while mine is sat at 0.00 for gas and electric. Took me over three hours and 7 different phones calls chats online to find out what’s going on? Been told to throw these bills in the bin? Then today I’ve had an engineer round to take away my gas meter? He’s on no fault of his own not got a clue what’s actully going on. He’s left and said maybe I should get a smart meter? I’ve been on the chat to some one for over an hour trying to sort this out then it cuts of. I’m literally at the end with this supplier.”

Helpful Report

Posted 1 year ago

“Customer service is diabolical, they owe me money from when I had a prepayment meter, have been months trying to get it credited to my account, the latest lie from them is that they have sent a cheque, that was weeks ago, this company commit fraud on a national scale, the staff are totally useless at their jobs, and the call wait time is hours, being transferred from one incompetent idiot to another, AVOID BRITISH GAS AT ALL COSTS”

Helpful Report

Posted 1 year ago

“New site shows nothing. I was in credit . That has disappeared. Very difficult to navigate. The old one was clearer and better”

Helpful Report

Posted 1 year ago

“They cut my electric off the day i moved in on a prepayment meter after wiping out all the credit, i had no payment number to top up, i switched to a credit meter, they never refunded me what was left on the prepayment meter, have phoned countless times, but they just fob people off, their staff are totally incompetent and lie all the time, if you switch to a credit meter from a prepayment meter they keep the amount left on the prepayment meter, i know of several people that have had this done to them by british gas, they are thieves, AVOID THEM, i have switched suppliers”

Helpful Report

Posted 1 year ago

“The new British Gas app is obsoletely rubbish. Unable to see monthly payments it only lets you see your credit and upload meter readings you Have to log on line to view everything else which is so long winded. Time to look for a new supplier.”

Helpful Report

Posted 1 year ago

“This started when my supplier went bust (Together Energy) November 2021 took British Gas 3 months to finally set me up on there system, happy days I thought!! Entered my meter readings for econ7 but online system wanted a third reading(strange I thought) so eventually did so. Got my 1st bill a month or so later set up for econ7, was paying £46.00 a month ( 1 bed flat electric only) bit steep I thought but kept it for a few months. Next bill come through showing I had used only £22.00 that month so went to the recalculate option which brought down to £25.00 a month, much better I thought. Online meter readings still asking for this 3rd reading. Next thing I'm getting an extra bill for a standard tariff of 100's pound's. March 2022 my deal from the Together Energy which British Gas had kept me on has ended and so my account. British Gas then me up a new account deleting all my old bills and from this on all I keep getting is one bill for standard tariff and one for econ7, after many, many, many calls we chats to Indian, now south African call centre's not one person can understand that I only have 1 meter for econ7, they seem to think I have 2 meters, don't log my readings only ever show estimates, have never shown dd payments only the amounts I'm supposed to owe, so £750 and going up each month I currently have a complaint open (4th) and phoning once month as no one gets back to you as promised, threatening letters now turning up debt collection and all that My next course of action is the ombudsman, though I don't think they'd be use from what reading Nil stars If I could, worse customer service I've had the misfortune to deal with and they have the cheak to send a text asking how they did today!!!!!”

Helpful Report

Posted 1 year ago

“Outstanding service over the phone with Lubalo Many Thanks”

Helpful Report

Posted 1 year ago

“I have paid my bill every month and do not intend to stop. BG claims I have debt with them, which is naturally reducing over the summer. I have told them I will look at the outstanding amount in October, and pay it in full. I will also leave British Gas at this point.”

Helpful Report

Posted 1 year ago

“Wow, I will be switching insurance once we get our sink and shower sorted. We have been told the wrong issue which led to a worse leak. We then have been cancelled on twice as their system didn't seem to understand. I am now having to re-raise a request rather then the company making the request and coming asap. On top of that, they are requesting I pay another visit fee....for an issue they already came to look at and were suppose to fix but haven't shown up twice. Such terrible service. Homeserve here we come.”

Helpful Report

Posted 1 year ago

“A circus tent held up by toothpicks Atrocious customer service. Spoke to about 10 different people today, all passing the buck to another department. I literally just needed to confirm a few details for a home move but it's taken all day. I halfway finished setting up with one person, who then gave me the wrong tariff information. After I pointed it out and asked for the cheaper tariff, I was hung up on. I then received a cursory 1-second call-back-and-hang-up, assumedly so she could say she attempted a callback. Waited 40 more minutes for a real callback as assured by the robotic machine voice, didn't happen. Was also promised £150 credit for sticking with British gas. Nobody I've spoken to has been able to confirm this. At this point, I will probably be switching to a cheaper company with better customer service. The credit was the only reason I was staying with BG, but if they can't even deliver on their promises, there's no point putting myself through the hassle of this terrible customer service. Also, your website logs me out after about 20 minutes every time, then I have to go through two pages to log back in. It's 2023, your website shouldn't be giving a 2005 customer experience. Edit: Cancelled and went with Octopus. Set up in 36 minutes. Still waiting on that callback from British Gas. lmao Edit: Since leaving British Gas, they've continually sent me threatening letters and emails regarding a "final bill" that was paid via their own website well before these started. Threatening to send a debt collection agency and then charge me for it. They don't list any phone number and make it as difficult as possible to contact them to say "HEY! I PAID IT OVER A WEEK AGO!" So glad I've left this utterly terrible company. Edit 2: I spent an hour on the phone to an advisor who said that they would sort it out. Then I got an email saying that I paid the money on the new system but they needed me to pay it on the old system (???). They refunded my money to my bank account and have asked me to pay it again, but differently, but have not explained how paying it again will lead to a different result or how to pay it so that they'll actually accept the money. It seems like British Gas is deeply confused about their own processes and is passing that confusion on to the customer. So, back on the phone I go for another hour to speak to more people who are more confused than I am.”

Helpful Report

Posted 1 year ago

“Absolutely useless rang customer service said somebody will ring back next day or two, rang them back up two weeks later, they said I would receive a letter regarding the problem in the next couple of days guess what no letter after two weeks waiting. This is no way of running a company making billions...”

Helpful Report

Posted 1 year ago

“Absolutely abysmal. I have been trying to get a meter issue sorted since January. Each time I contact them I have to explain it all over again, which takes over an hour. I can't believe they can run the business like this. The online chat is next to useless, takes ages to explain very simple instructions and you are promised appointments that never materialise. 0/10, 1 star is generous.”

Helpful Report

Posted 1 year ago

“Complaint ref. 5023866128 British Gas sneaked past staff to install smart meter with half hourly tariff without by law required customer agreement MOP contract resulting in bills tripling causing collapse of business. The true reason BG & Arvato fell out is that Arvato discovered BG's illegal tactics. BG should face substantial fines. Any lawyer want my evidence contact Rose Cottage Tavern Ltd?”

Helpful Report

Posted 1 year ago

“Customer service on the live chat was rubbish. I called because they Changed my customer account number with no explanation in writing beforehand for gas and electricity so the purpose of the call was just to check whether I also needed to amend the payment details I hold for paying my bills through online banking. No help whatsoever, couldn’t answer my main question then got told I had to contact Utilities Direct as I was not with British Gas! My bill clearly said it was!! The live chat then ended for no reason. This took a phone call speaking to a person on the phone to resolve!”

Helpful Report

Posted 1 year ago

“SHOCKING, I feel sorry for the customer service advisors, they must have to deal with a lot of angry customers. British Gas used to be at the top of the energy company game with a reputation that brought customers to its door. Having been a customer for over 30 years, I am disgusted at the number of issues I have faced with them this year. Their wait time to deal with queries is shocking and I have not had a single issue dealt with in one phone call. It has often taken the entire day or spanned across multiple days. I have spent the entire day today trying to resolve an issue, I am now on hold on my fourth phone call to them!!!!”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,125 reviews