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

“It has to be the worst company I have ever experienced, customer service no existing told lie after lie faulty towers is run better disgrace”

Helpful Report

Posted 1 year ago

“British gas have contravened the BS standards on my installation. No water checks were carried out so I had no heating from October until April. They carried out 4 power flushes to rectify but still the system is blocked. They admit that they do not carry out the water tests to the 7593 and do not check the PH balance even though the new rules are mandatory. The operations Manager did not know what the New Part L regs are so how are they being followed. The customer now has to pay to put right the block caused from the magnetite sludge running through the system and causing the massive block. Do not use this company.”

Helpful Report

Posted 1 year ago

“Absolutely bad customer service and when they take a holding deposit for your account once you cancel due to their bad service they do not refund you, such big scammers. Do not deal with them very bad company and no interest in the customer, just keep taking your money even though they are incompetent.”

Helpful Report

Posted 1 year ago

“Left my parents, who were both at end of life Without servicing their boiler for two years, whilst they were in contract for yearly services. This upset them, they rang persistently to chase as did we, explaining their circumstances. One cold, heartless company. AVOID”

Helpful Report

Posted 1 year ago

“The company is beyond incompetent and I haven't even joined them yet! Took down an incorrect supply address, initially told me they couldn't change it although they would be transferring the supply of someone else and after an hour on the phone managed to change it but couldn't send me a corrected contract. Wasted a whole afternoon with nonsensical drivel coming back at me and I'm staying with Octopus. Lucky escape on my part.”

Helpful Report

Posted 1 year ago

“Having ceased my long standing Homecare agreement because of problems, I hoped my worst experiences with British Gas were behind me only to now find that in addition to taking money from my energy account to pay the bills British Gas have taken an additional £1300+ out of the account without explanation. I sought clarity only to be told that the account was up to date. I have put in a formal complaint and am 13 days into their 21 day promise of a reply. I wouldn’t put money of their promise being met.”

Helpful Report

Posted 1 year ago

“almost 2 years chasing them to get an online account, it's literally the worst customer service I've been seen”

Helpful Report

Posted 1 year ago

“Absolutely useless, wrong tariff input so reading are us . No reply from so called customer service”

Helpful Report

Posted 1 year ago

“Absolutely disgusting company. I am on a prepayment meter and was struggling to top up both gas and electricity. Both were completely off supply. Also on the priority register. According to ofgem, in this situation energy supplier must support you with credit until you are able to top up. I was told to choose. They would only support me with gas OR electric. They proposed I went without gas or electricity supply over night. I have young children. 1.5 hours I spent on the phone and the woman caused me so much distress she made me shout, swear and eventually reduced me to tears. The phone was cut off so I called back, and spoke with a lovely lady who had no issues in providing support with both the gas and electricity. 2 hours it took for a resolution and a lot of unnecessary distress. Unfortunately my tenancy stipulates I cannot change suppliers, otherwise this would be my next step. British Gas, are arrogant, unhelpful and cruel”

Helpful Report

Posted 1 year ago

“This is absolutely beyond satire; You may find this hard to believe: c Feb 2022, a letter from BG, 'Your new acc' with us...we'll write again soon'. Previous supplier (Together Energy) collapsed, as did many. *Note: Its OFFGEM who hand these accounts to alt' firms, without any consultation or choice of supplier! More letters from BG. No speak of Direct Debit, so I write to them requesting they set one up. Ignored! Then, a £470 bill. I phone (usual wait is c20-min's), I write. Next, a £830 bill. More letters and calls from me. More junk mail from them! In Sept 2022, I took it to Ombudsman Services. Late October, BG's own Ombudsman Complaints Team call: "We apologise .......(etc etc), I will call back in two days to take card details and set-up a DD for you. She did, I quoted the card data, she advised "1st payment on 3rd December". On 6th Dec, I checked the bank acc: No payment AND no mention of BG on the account! The bank's Fraud Team said "It’s probably just an error from BG". By Xmas, an investigator at Ombudsman Services rang and said "Yes, I agree with you; BG must follow these steps by (whatever date)" and listed such steps. BG failed to implement one of them! More junk mail, more bills. I have ALL correspondence sent by me and received from BG; my own file on them! One letter says 'we have a new system; You have a new acc' number', but they continue to use the old customer #! An address on the rear of bills has changed from Nottingham to Sheffield (or vice-versa), plus the return address on the rear of their envelopes is Winchester (though one is from elsewhere!)! Now, I have THREE new bills totalling £6'300+. I have Citizens Advice on it and they're overloaded with this stuff! *Incidentally, the Ombudsman Services are NOT a Gov agency as you may well assume, they are a company, a private concern. Yes folks, it’s all been privatised, not just the NHS! [To do this, I have to select star ratings on the RHS; I don't want to give this org' any stars, as others have said here.]”

Helpful Report

Posted 1 year ago

“Only interested in money despite being funded by the British tax payer. For them to announce profits of nearly £1billion. They pretend they care for you as a customer. They will shut you up by saying the estimated bill is paid only to send you a document of another customers account contravening GDPR law via email. Give you crazy estimated readings to the tune of £3000 charge for less than a months gas for a 2 bed home. My complaint with British gas is ongoing. I have been on the phone numerous times, last call was after speaking for nearly 40minutes the Indian call centre lady said their manager will contact back after the weekend at 11am they never did. They are a pathetic excuse of a business. Lies - don't go near them. "Looking after your World" they really do not. When will this business learn? more time I'm going to waste sorting this mess out...”

Helpful Report

Posted 1 year ago

“the old app use to show use over the month with grapps .. think the new one is useless . gives no info at all really bad app. when the old one use to be great”

Helpful Report

Posted 1 year ago

“Your mobile app has went from bad to worse. I can’t see my bills. It asks me to select which account I want to see but doesn’t show me any accounts. Also I cannot find where I can submit a metre reading. The app on mobile phone is worse than useless as it merges everything together and you can’t make head or tail of what to do. I complained about the app a number of YEARS AGO and nothing has changed for the better. British Gas don’t listen so I’m not expecting anything to change after my, and others comments”

Helpful Report

Posted 1 year ago

“Spent four hours over a few days just trying to change address, give final readings etc. Many attempted phone calls only to be told to do it online. I tried many times to do it online however as I have 2 accounts was told to phone. I was number 389 in the queue to chat online and then got a BOT! Finally spoke to someone today who said she couldn’t do it today. I asked to speak to a manager numerous times, didn’t happen. Appalling service.”

Helpful Report

Posted 1 year ago

“Shocking customer service Been trying to sort out my grossly inaccurate estimated meter readings I’m £2000+ in credit and they continue to raise my direct debit Fed up trying to get sorted out going to leave them”

Helpful Report

Posted 1 year ago

“Would give 0 stars if possible. Been battling for 9 months re overcharging, inaccurate bills, terrible customer service. Have now finally left them but am out of pocket. They just won't listen. Going to also cancel 2 HomeCare agreements and advise anyone who even considers getting involved with BG to run a mile.”

Helpful Report

Posted 1 year ago

“Just moved in to a property with prepaid meter and I was sent new smart card for gas which does not work to top up in the shops, online or with BG staff so unable to top up, have been calling daily up to 2 hours in my work time for over a week but appalling and insensitive response. Every time I call and explain all the story again to new staff and I was told it is referred to ‘the back office’ or promised engineer would come last Friday but no one arrived and still nothing done and no answer about actual fault. Raised a complain which was closed by themselves without my knowledge and consent so when I raised it again, no response from management even though daily promised that someone will call back. Spoke to Emily today and Shirley yesterday. Can’t believe that management not interested even in complaints at all and feel stuck as when I requested to speak to the manager, I was told away or cannot until 48 hours and now it is a week. I was told that engineer can’t come until I have left £2 in my account or run out so ensuring to make me suffer. Would never go back to them as learned a lesson so be careful. Very poor customer care which is shocking and unbelievable.”

Helpful Report

Posted 1 year ago

“If I could leave zero stars I would, 9 months on a total of around 60 hours of phone calls and hundreds of emails they still haven't resolved a miss billing of £2500 and It stills shows as a debt on my account, eventually got Ofgem involved, Would never use or recommend to anyone.”

Helpful Report

Posted 1 year ago

“British Gas are absolutely appalling. I've been trying to get my closing credit balance back for a home I moved out of on 12th August. I've rang at least 15 times to speak to someone in the home move team to be told each time its closed, subsequently its closed permanently except for them calling you back which takes 7-10 days. They closed my gas account but not my electric. I couldn't use their online acc system as I had cross over dates......I'm so frustrated, even spoke to someone in complaints who didn't raise it as a complaint. Another call today still no luck....when this finally gets sorted I'm moving suppliers, wish I'd not opened a new acc for my new property with them now.”

Helpful Report

Posted 1 year ago

“I have finally left BG as I found the customer service was appalling, I’ve joined Octopus who have been ever so helpful getting my DD set up and giving me a monthly bill so I can keep an eye on my bills, being a pensioner this is important being on a fixed income. BG could do none of the above nor could they read the smart meter for my gas readings online again causing problems with my bills, although the price with Octopus for the gas and electricity is slightly higher for now there daily charge is a lot cheaper, people tend not to look at this but I recon I’m saving up to £50 a year between the two companies, good bye BG hello Octopus.”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,125 reviews