British Gas Reviews

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

1.2 Rating 3,137 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,137 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

“BGS customer; booked an appointment for a faulty cistern start of November. Earliest appointment they would come out was 4 weeks! Fine, covid, priorities, etc. The day comes and goes, no word from dyno, no engineer, no call from their office. Nothing. Complaint made to BGS, appt rebooked for another 3 weeks later (21st Dec)! Afternoon of the day, left a voicemail from their office, appt cancelled and rebooked for 6th Jan. I call BG and complain. Rebooked for 22nd. Afternoon of 22nd, call from the dyno office, cancelled again and moved to 6th Jan. So we will be 9 weeks into the process and zero faith the plumber will actually even show up on the 6th of Jan. In addition, the last 2 years in a row I've had to call in and complain to ensure my boiler is actually serviced in a timely manner by BG Services, instead of leaving it up to 18 months between services (used to be 12, this has been changed without consultation over time), putting our families lives and property in danger. BGS Homecare used to be a great product, it's now a total shambles and not worth a single penny, indeed it's currently costing me (money) and the environment (in wasted leaking water). Moving forward I will be putting that money in a savings account each month instead and using local tradespeople. What an abysmal state for a once great services company to reach...”

Helpful Report

Posted 3 years ago

“I recently received notification that my direct debit for gas was going up from £110 per month to £197 unbelievable so I rang on 6 Dec and was told it had been changed back to £110 and I received a letter to that effect however on 22 Dec £197 was taken out of my account leaving me penniless. When I contacted them they were unable to oblige with a refund and told me to claim it back from my bank and then pay the £110 my new payment of £110 would go out in Jan 2022 They are quick enough to increase payments but it takes a month to reduce them very poor customer service”

Helpful Report

Posted 3 years ago

“Absolute joke. Offered 22nd December appointment for a smart meter to be fitted. Slot was 8.30 am to 12.00 pm By 10.00 am I phone to ask if the engineer is on their way. Assured an engineer is on route via their system. Called at 11.50 am to say no one is coming. What a joke!”

Helpful Report

Posted 3 years ago

“worst company to,phone,get help,give relevant info,answers every thing with smart meter info,I DONT HAVE SMART METER,i cannot get to payzone as i am elderly ,cannot walk more than 50meters,do not have anyone to help me,so how do i top up key meter.”

Helpful Report

Posted 3 years ago

“I had several business energy accounts with BG. I moved them all as soon as i could due to poor customer service skills and poor understanding of their customer needs and complaints.( I had to sell one site due to an obviously faulty meter that they could not resolve due to incompetency on their part) The last account to move last week was blocked as apparently I had not given notice.I am positive that i did but with all that is going on at the moment and trying to keep a business afloat during these challenging times one would think BG would be more sympathetic but unfortunately not.They have lost thousands of pounds with my business moving ( no exaggeration) and I will never go back!Their sales team constantly call for business and cannot understand why their customer service team are so narrow minded and prepared to lose business. I am so glad the government capped the charges and that it is costing BG.It is so well deserved! Get a grip of your ridiculous contracts which keep folk tied in so you can rip them off.There is no need for this greed!”

Helpful Report

Posted 3 years ago

“I stayed in my 2 bedroom flat from 21/10/21 to 13/12/21 ! And it's just electric I used for all! I leave there me and my 2 yr old boy! They charge me £90 in November and £90 in December! And now they send me a final bill of £199.72. The is really rubbery and criminal! How can they charge for one person and 2yr old boy in a flat! This is a disgrace! And shocking to humanity! They called themselves number one. I think its number zero (0) . Absolutely shocking.”

Helpful Report

Posted 3 years ago

“Let me start by saying.... as far as they are able BG staff have been kind, helpful and professional on any occasion I have had to deal with Customer Service there. Yet, I draw your attention to the first part "as far as they are able"! The greedy (let's face it - thieves) owners and share-holders wish it that way. These people have no care for other people, least of all their customers, less the service the customers provide to these scum. Ownership of this company control the way Customer Service operates and limits their ability to deal with real problems. Simply... problems cause these (and I'm being complementary here) parasites money. My issue is this, tried to leave at least 4 times. Initially BG would not let me go, and when I did get free they pulled me back without my consent from my new company. Not happy with that they've just presented me with a £130 bill for one month (ESTIMATED), when my usual is about £25 with any decent firm.”

Helpful Report

Posted 3 years ago

“This complaint has gone on for a while the complaints manager has not rang me back what a joke”

Helpful Report

Posted 3 years ago

“Why do I pay 15 pound a month to have BG replace and fix any issues for 6 weeks I have had no hot water we have taken days off to.wait for them and now 3 cancellations today was an hour before their.slot was up.... fuming and were were advised they wouldn't cancel a 3rd time we are priority apparently they will come Friday so cross right now”

Helpful Report

Posted 3 years ago

“British gas made a mistake & Won't pay back the money it cost for an unnecessary repair the engineer made the mistake & it raises a question are British gas putting lives at risk”

Helpful Report

Posted 3 years ago

“I called British Gas and was cut off half way through the conversation. Wish I had read the reviews before having a new boiler fitted, waste of money, had four hours of misery while it was being fitted. Engineer didn’t know how to connect me to Hive which they had fitted and when I rang British Gas the next day (because we had no heating) I was told to ring the engineer myself, what a joke, supposed to have a five year guarantee. I had to get an independent person to connect me to Hive just to get the heating/water working. Mess they left was unbelievable, I could go on but it looks like it’s the norm for British Gas after reading some reviews. Don’t touch them with a barge pole, they can talk the talk while selling to you but once they have your money they don’t walk the walk.”

Helpful Report

Posted 3 years ago

“Absolutely shocking. Don't bother & pay extra on your buildings insurance. Phoned them on Tuesday14th Dec 2021 An engineer was booked for the following Tuesday, however since then my kitchen ceiling is leaking, i have no Heating or water So i called them on 3 occasions and for some reason each call was ended half way through conversation, until i phoned again and asked for their name. An engineer was booked for this morning Sat 18th, i contacted them just to be sure they were attending because i was advised by a friend that they don't turn up. The customer services representative informed me the appointment wasn't booked in, but someone will come this afternoon. I have just received a phone call from the same advisor that the engineer cannot come today. I am disabled and cannot get out the house and I'm sitting here cold with no hot water and a damaged kitchen ceiling. And i cannot use the light switch.”

British Gas 1 star review on 18th December 2021

Helpful Report

Posted 3 years ago

“I would Give 0 star if I could! This company is absolutely dreadful! do not use them. They take as much money from you as possible, and they do not care. Customer service is awful (you get spoken to like a 2 year old) and when you have a concern they are just bothered about taking a payment from you.”

Helpful Report

Posted 3 years ago

“Was transferred from the People’s energy company about six months ago and British Gas have been absolutely useless and the website is terrible I have a credit of £238 from the People’s energy company which has yet to materialise into my account This makes me very suspicious and question where that money has gone?”

Helpful Report

Posted 3 years ago

“as much use as a chocolate fireguard,3 appointments made to fix a faulty meter,all 3 occasions the engineer failed to show up,this is after dozens of phone calls being kept on hold for up to 1.5 hours shambolic from start to finish,problem still not fixed. this lot could not run a tap and clearly dont give a sh*t about their customers”

Helpful Report

Posted 3 years ago

“The worst service i have ever had in my lifetime, as someone said previously I had to give a 1 star as zero stars is not an option. Do not take out a policy with these people. The last 2 years have been terrible despite me being with british gas and homecare for 20 years. several late notice cancelled appointments, taking time off work, staying in all day and nobody turning up. They do not care about the customer.”

Helpful Report

Posted 3 years ago

“call a local engineer if you have trouble, BG will take days to arrive from point of call, i will call a local company and keep a receipt of repairs and send it to BG. not once during the call did they ask about persons in the house if they had any ailment, were there any young, was any elderly in the property. if a boiler is down is it not clear no heating or hot water is available. BG doesnt care, questions are all just covid related now once you pass the security questions.....”

Helpful Report

Posted 3 years ago

“Had appt booked for 3weeks in advance .Day before APPT BG rang to say they were moving it on a week to which I went berserk!! They agreed to keep to original appt time and when engineer arrived (a contracted private engineer not working for BG)he was so inexperienced( his words not mine)he couldnt deal with it and referred us back to BG.! So sick of BG now .This isnt a service with peace of mind anymore.When contract is due for renewal I'm going with another company who can get their engineers out within a couple of days and get excellent reviews. BG is a sinking ship in my opinion.!”

Helpful Report

Posted 3 years ago

“We have had a British Gas boiler care contract for many years but yesterday, 14 December, when we needed an engineer as we had no hot water or heating, we were told the first available appointment was 4 January. We are both elderly so it is ridiculous to expect us to go that length of time without heating and hot water in the middle of winter. We have been forced to find a private engineer at a high cost. Absolutely disgusted with their service.”

Helpful Report

Posted 3 years ago

“At 4.30am we realised that water was coming through the loft hatch, we called British Gas who finally attended our home at 12 noon (some 24 hour emergency service that is!) He informed us that the contractor that British Gas sent to our home 2 months ago completely bodged the job of replacing the safety release valve on our boiler. He clearly could not get it in properly so wedged it in place with a piece of sawn off pipe, image below. This was an accident waiting to happen, all confirmed by a British Gas own engineer. Because of his incompetence I have a ruined carpet and water damage to 4 rooms. Despite two calls to your team requesting help (including an electrical safety check) no one has fulfilled the promised call back. I am simply aghast at this disgraceful attitude, I am sure that British Gas would love for my insurance company to pick up the bill for the damage and for I to pay through the nose for years afterwards for daring to claim. This is completely down to you so do the right thing and contact us, a “please message us” standard response is unacceptable, do the right thing otherwise I will see you in court!”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,137 reviews