British Gas Reviews

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

1.2 Rating 3,206 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,206 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 10th October 2025

104

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've been a B. Gas. homecare customer for a long time paying by monthly direct debit last year I had water running out the outside overflow pipe and had to wait for two weeks without hot water when the engineer arrived he said this is an easy fix? and I don't think he was at the house more than ten minutes that's how easy it was too fix? This year end of October beginning of November same thing happened water running out the outside overflow pipe but this time it ended up being a botched fix? 5 visits for a very simple fix doe's this not tell you some engineers need to be retrained?...1st engineer pumped up an expansion vessel then left water was still running out overflow?...2nd engineer fitted a new valve which didn't work ? the same engineer left two drips under the boiler?... 3rd engineer he fixed the water that was running out the overflow pipe so that was now fixed?...4th engineer he came and looked at the underside of the boiler to see where the dripping water was coming from and said I needed two new parts and he would be back on the Thursday he didn't turn up and didn't even have the decency to phone me?...5th visit engineer comes with one part he then goes and looks at the other part under the boiler to see if he could order it he then said that part is obsolete and it's a waste off time fitting the part he had so I asked him if he could tighten the nut in question which he tried to do but I still had two drips caused by a B.Gas. engineer I'm sure this engineer could have done more to help me but he didn't? So at the moment the boiler is working fine I've managed to fix one drip myself and have got a little pinch more on the other nut the water coming out is bearable? I think if the last engineer loosened the nut and put some ptf tape around it I believe that would have worked going by how much water is coming from it now? I'm over 74 years old and this is how B.Gas. look after the elderly. John Reid 17/11/23.”

Helpful Report

Posted 2 years ago

“They tried to overcharge me by £720 this month!!! I'm a careful user of energy, and my bill is always under £30. The customer "helpline" (poorly named as help is far from what they actually provide), resulted in a rude woman shouting that "they don't make mistakes" that I should just "pay it". I tried to explain that it was obviously an error, and I wasn't going to pay for energy I haven't used, but she kept talking over me and refused to listen to anything I had to say. I'd honestly give this joke of a company zero stars if I could.”

Helpful Report

Posted 2 years ago

“I have a credit balance with British Gas and requested a £1000 refund from an online chat representative on 25 October. I was assured, exact quote: "I have issued the refund for you amount £1000; you will receive the amount within 5-7 working days in your bank account :)" I didn't receive it. On 10 November, 12 working days after it was promised, I got another representative. This time I was assured, exact quote: "as its not received to you I've asked the advisor to kindly get back to you with its status to you as an urgent priority refund query....Sure, you'll receive the email from the advisor in next couple of hours" I didn't receive the email and contacted chat representatives again several hours later. This time, exact quote: "As the amount was high this was pending formrefund team for sometime. But i am happy to see that it has been authorized and soonyou will be credited with it'" I asked for a confirmation email, and received this on 10 October, exact quote: 'This is to confirm that the refund has been issued by the payment team for £1000 on your account which whould be refunded to your bank on or before 14/11/2023 as per the processing time." The refund didn't arrive (of course!) so I contacted BG again on 15 November to ask where it was. This is the response, exact quote: "Tthere is no refund issue from our side I'm really sorry for that." And why was there no refund? Exact quote: "i see your refund is showing cancelled because your bill has not been generated last 28days". Well -- the reason 28 days have elapsed since the last bill is that BG has failed to pay the refund from 25 October when the request was within the billing period, to 15 November when it wasn't-- all BG's fault!!! And what willl BG do about it? Exact quote: "To process the refund the direct debit collection date should not be more than 3 working days and your next direct debit date is on 16.11.23 that is the reason we are unable to process the refund". So after all that, I am right back where I started -- worse off, actually, because I have to wait 3 working days from 16 November to even BEGIN the refund ordeal again. During all this time I have not received even one message from BG telling me my refund is delayed or cancelled. I've been with BG for over 40 years but I notice that their rival Octopus has MUCH better customer reviews.”

Helpful Report

Posted 2 years ago

“rude incompetent engineer... 'repair' completely bodged and failed the following day ... dreadful 'service' ... 5 hour appointment slots ensure maximum inconvenience for customers”

Helpful Report

Posted 2 years ago

“Awful, awful, awful. British Gas moved to a new billing platform which disconnected my original account and the new one that they then gave me. Then because I was not occuppying the house, their payments system couldn't cope with the low meter readings I was giving them. The operator at the South African call centre made up a higher reading to get this into the system then I was given a really high bill. I had a hell of a job getting my money back, with complete incompetence at the call centre. I couldn't even get through to a manager. Later when I had sold the property, British Gas continued billing me despite giving a clear final reading and paying the resulting bill, I've no idea how they made up the figures and no one could explain. A nightmare, you have been warned!”

Helpful Report

Posted 2 years ago

“New contract with BG Homecare. Waited a few weeks for a boiler service. Last appointment of the day and at 17.02 was told he was on his way by their technology. Evidently, as it was the last call of the day, the engineer went home and was a no-show. Apparently, it was my fault as I didn't answer my phone. If only it had rung! If only he'd found me on google maps and come knocking on my door. I've now cancelled my BG Homecare policy. Tomorrow I will move my energy supplier to a company who actually gives a damn.”

Helpful Report

Posted 2 years ago

“With holding my refund for 4 months and still haven’t received it, constantly being lied to by the people there, they are beyond a joke don’t even bother with them”

Helpful Report

Posted 2 years ago

“If I could give no stars , I would Nearly 1 hr 45 m to pay a bill they sent me stating how much to pay They then wanted to charge me another £19 and I have refused to pay it I’m sick to the back teeth of how British Gas treat their customers I will never use their pathetic phone system and their supply ever again I’m now with another company , I’m already paying them and British Gas are still trying to charge me again The customer service team don’t want to help, the one I spoke to put me back into the system and I had another 40 min wait for another person to take the payment !!! Avoid British Gas at all costs”

Helpful Report

Posted 2 years ago

“If there was a no star option i would use it. Absolute pathetic excuse for a company money grabbing good for nothing robbers. Customer service is diabolicle. Line is terrible when calling there call centre in Africa i had one agent that yawned 🥱 twice when i was trying to get mg problem sorted out they sent me a bill for over a grand on the 21/2/23 they said it was because i had not done my meter readings from 2021 to 202s . It took me 7 months to pay this debt off . They sent me a payment card to pay at the post office and agreed a payment plan which i did my meter reading on the 6th of the month then i would pay the 10th of the month . Then they started sending me letters saying i was behind wih my payments then they cancelled my payment card because i was behind with my payments and ended up.withba bigger bill as apparently its more expensive to pay with a payment card which i had no idea . I eventually paid the debt off on the 11/8/23 and fed up payment plans so i just paid the 281.81 pounds i had left to pay so i thought as it went down to 0 as i was elated then then i did my meter reading on 6 /10/23 and they cancelled my payment card and said i owe 446.73 what a curveball. I rang them up and got a yawning agent in africa . I regret paying the whole lot off in full which left me quite poor that month then i moved to octopus energy on 4/10 /23 then bg charged me 98.59 and on the 8/11/23 my debit card was declined and they had taken out £687.75 then returned it as not enough funds . I was livid and rang them and they cut me off after much anger they asked me to do a meter reading on the 9/ 11/23 and bill went down to 4.87 . I paid it off but still have 1000 of credit which they deny . Worst company ever moving to octopus hopefully plain sailing from now on”

Helpful Report

Posted 2 years ago

“It’s the worse company for customer service. These customer agent don’t have a clue about anything. Agents don’t even understand anything. I am well frustrated with British Gas. I am trying to explain them issue with my electric metre since 1 year n half . Fed up and now I am switching to other supplier. Hell with this company who has this type of customer service, when we paying our bills on time. DONT HAVE THESE SUPPLIER NEAR YOUR HOME”

Helpful Report

Posted 2 years ago

“Moved in to a property on 22/08/23. It was supplied by British Gas. I called up to register the account under my name, get the meters zeroed and get gas and electric cards so I could top up. I also needed the gas meter to be on my name and zeroed or in credit before the housing association would uncap the gas meter. I had the engineer booked for the 25/08/23 to uncap the meter. I waited for 5 hours in a queue to be spoken to. The first call got dropped within 3 minutes to my horror. I call back up and wait a further 1.5 hours at which point a get someone that actually got things going. The electric meter zeroed instantly. The gas meter I was told that it would be done in 3 hours. They also told me that I could get the gas card from the shop and I could top up the electric online. I went to the shop to get the card I waited 4 hours, I then follow the directions given to me to pair the card and then wonder off to the shop and put £20 on the card. I come home stick the card in to be greeted by an outstanding balance of +£40 of debt from the previous tenant! I now had to wait until the next day as the call centre was shut and I definitely didn't want to wait in a queue again. I couldn't get the meter zeroed in time for the gas engineer 2 visit over next 5 days. In this time I switched to Octopus Energy as I knew that I could trust them. I knew my switch date was 4/09/23 so I booked the Gas engineer to uncap my gas meter for 6/09/23. I contacted British Gas to tell them I was switching they advised me to top up as the funds would be transferred to my new supplier so I stupidly top up another £20 on gas and £20 on electricity. So when I switched over Octopus Energy, they highlighted that British Gas had told them that I had used gas and they knew from the previous calls that I had with them that it was capped as I had already explained about the capped meter issue and gas safety certificate. When I saw my final bill I knew that British Gas was robbing me. I got the electric bill and it only showed 1 £20 top up. I rang up they refunded straight away. I then got the gas bill. I had topped up £40 in total they were telling me that I had used gas. I left British Gas on 4/9/23!!!! My gas meter was upcapped by my housing association engineer on the 6/09/23, who took photos for insurance purposes. So there could have been no usage. They refunded £20 straight away and argued about the rest of it. Every time I call in they try and tell me that they know I have not used gas but the standing charge for 13 days is £20!!!! PLEASE LOOK ELSEWHERE THESE GUYS ARE OUT TO ROB YOU! They hold on to your money when they owe it to you, gaining interest on it. But if you owe them money they charge you interest. They take advantage of simple people like myself confusing them on the telephone to suit their agenda. Just remember British Gas puts the SHARE HOLDERS 1ST, MANAGERS 2ND, FRIENDS AND FAMILY IN MADE UP JOBS 3RD, THIRD PARTIES THAT SUPPLY PARTS, MATERIALS, SERVICES AND OTHER STUFF 4TH, customers 5th and their staff 6th. 20 years ago you could trust British Gas but now I wouldn't even recommend them to my worst enemy! Still waiting for my refund.... 9/11/23.”

Helpful Report

Posted 2 years ago

“AVOID. Would give zero stars if possible. Customer service is dreadful, you go around in circles in chat - the advisors don't understand what you are saying, they are obviously running off a script that doesn't work. The promise you they can do things, but do not deliver. Have spoken to 4 agents in 2 weeks and they have not sorted anything. Can't get through to anyone on the phone.”

Helpful Report

Posted 2 years ago

“Avoid unless you want your boiler broken after a service and 4 subsequent visits to leave you with no hot water or central heating in winter. This happened to us with british gas in 2016 2018 and 20w3. If you're brave enough to complain before the frost bite sets in then be prepared to wait their suggested 8 weeks whilst they read your catalogue of complaints. Incompetent scam artists who once they have broken your boiler will be good enough to quote for a new one which will be at least £600 more than any other company. Avoid at all costs.”

Helpful Report

Posted 2 years ago

“How anyone could work there is beyond me. What an awful way to conduct business. The online tools to chat to someone are ridiculous you just go round on circles. I am trying to help elderly who don’t have an online account and it’s soul destroying the way they don’t caret for this. They should be ashame!”

Helpful Report

Posted 2 years ago

“Three years on since we moved into a new house; I have one case with the Ombudsman and another about to be lodged; British Gas seem to just ignore any escalation request by the Ombudsman; it leaves any consumer helpless. Avoid, avoid, avoid; I don't think they have a single employee that knows what they are doing (or perhaps they are still sitting at home watching Netflix three years after the pandemic????)”

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Posted 2 years ago

“Never turned up for apointment, i complained as they stated if i didnt keep apointment they would charge 30 pound cant wait to leave this company”

Helpful Report

Posted 2 years ago

“We had problems with our programmer, so I phoned British Gas. They sent Justin, who I thought was superb. Justin, not only fixed the programmer, he also programmed our Heating and Hot water to come on, at fixed times that I mentioned. Not only that, he cleverly explained the functions of each button on the programmer. He also asked if we had a carbon monoxide detector, and when we said 'no', he gave us one for which we'll pay when we get the invoice. British Gas, you're lucky to have someone like Justin working for you. Thanks a million, Justin. Ram Srinivasan”

Helpful Report

Posted 2 years ago

“British Gas caused a gas leak by attempting to remove the incorrect meter at my property, when we realised what he was doing he bodged the gas pipe back on, we smelt gas days later and cadent come out, they had reused an old corroded washer! They continue to get our bills incorrect charging for a meter not in use 4 times they have missed appointments and not turned up no phone call or reasoning given. Once I have the outcome from the financial ombudsman we are leaving them”

Helpful Report

Posted 2 years ago

“The have lost over £1,500 of the money which was in my account. Said they had sent cheque given 3 different dates. Had phone disconnected by agent when I called to try to recover this money as I cannot now pay future bills. My father who lives with me has brain damage part of this money is his and from a charity. Very worried now about paying my bill as BG have my money.”

Helpful Report

Posted 2 years ago

“Horrendous customer service spoke to 8 different people over 5 days 2 hung up on me 2 of staff were helpful.waited in for agreed appointment to be told a no show after I chased after 8 hours (engineer delay).very poor customer service and response.”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,206 reviews