British Gas Reviews

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

1.2 Rating 3,138 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,138 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I've had electric and plumbing cover for years,and today when I asked them to replace a programmer ( which I assumed was part of the electrics ) I was told I wasn't covered. I have cancelled my cover”

Helpful Report

Posted 4 days ago

“I was charged twice for leaving despite them supplying gas and electric they charged me separately 47 pounds each for leaving I would not recommend British Gas to anyone”

Helpful Report

Posted 6 days ago

“Dreadful company to deal with. I have had probs with my boiler since my last service. When engineers bothered to turn up or did not cancel (one actually arrived at midnight), all they did was reset the pressure - until it leaked through the kitchen ceiling. Next they sent Dynarod so I had to rebook another engineer call. He came, said it needed a part which was obsolete and shut my boiler down and arranged for someone to hive me a quote. I have no hot water or heating and now feel railroaded into paying £6000 for a new boiler and its attendant building work, etc. Truly awful, smug, disinterested company.”

Helpful Report

Posted 1 week ago

“Extremely Disappointed – A Case Study in Inefficiency It is deeply disappointing that a company of British Gas's scale and national presence operates with such persistent inefficiencies. If it were possible to leave zero stars, I would do so without hesitation. Over an extended period, I have experienced multiple issues that have resulted in significant disruption to my time, business, and well-being. These include: Repeated administrative failures – from sending incorrect meters and cables to dispatching engineers with the wrong instructions. Unreliable and poorly timed communication – including phone calls at inappropriate hours, no responses to complaints, and no follow-through despite assurances. Blocked supplier switches – even when agreements had been finalised. Failure to credit solar export payments – despite confirmation that British Gas has received the energy generated. Unacceptable complaint handling times – with responses either delayed well beyond the stated 14- or even 28-day windows, or not arriving at all. I have made every reasonable effort to resolve matters amicably and professionally. However, the continued inefficiency has cost me valuable working hours—sometimes half a day or more—just to chase the simplest of tasks. It is beyond frustrating. While individual staff members have been polite and tried to help, they are clearly working within a broken system. It is unfair to them and to customers alike. Whoever is responsible for managing the broader operation of British Gas needs to urgently review the processes and technology that are currently in place. The system is not fit for purpose. As a long-standing customer, I am saddened to write this review, but I feel a duty to warn others: if you are considering British Gas as your energy provider, I strongly urge you to look elsewhere.”

Helpful Report

Posted 1 week ago

“Terrible customer service. My boyfriend is an unfortunate customer. They’ve recently billed him for £38k for a 6 month period for a one bedroom flat. He has tried for days to get one persons email address to speak with, but keeps getting passed from pillar to post. Next step for us is going the omnibus man. Come on British Gas pull your finger out!”

Helpful Report

Posted 1 week ago

“customer service - no response to emails. Phone contact always answered by call centre in Africa, never in UK. They go over a list of same questions even if you had to call several times.”

Helpful Report

Posted 1 week ago

“Took 2x payments of £239.57, one in error, saying I would receive a refund for the first payment immediately. This never arrived. Spoken with them several times. Say they can't see second payment. They requested a copy of my bank statement which was sent. Now no reply to my emails. It like they can take your money with no consequences.”

Helpful Report

Posted 1 week ago

“I’m incredibly grateful I found FRED MERCY. They are true professionals when it comes to helping victims of investment fraud. From the beginning, their team acted swiftly and provided me with clear guidance and essential resources. Their support was instrumental in helping me recover my lost funds. What stood out most was their transparency and professionalism. They broke down the legal process in a way I could understand, and they walked me through every step. They also assisted me in gathering all the critical documentation I needed, which made a big difference. Thanks to FRED MERCY, I was able to reclaim my hard-earned savings. While this was a difficult experience, it taught me an important lesson: always be cautious when investing online. Do thorough research and consult with trusted professionals before making any financial commitments.”

British Gas 1 star review on 10th June 2025

Helpful Report

Posted 1 week ago

“my prepayment meter card slot stopped working, called BG to fix it. Engineer came 3 days later first thing he said was "oh I don't fix pre payment meters, I only install smart meters". I asked why has he been sent then if he can't fix it. He said British Gas DO NOT BOTHER REPAIRING THEM NOW! I am sure from what I have seen on TV that is totally illegal! Anyhow months later being left in limbo, various phone calls to BG who can't understand my accent an engineer finally came the 5th June, promised my credit of £180 would be put on, Monday I am still waiting for my credit. I am NOT calling them again, I am taking complaint further, see where I get. I know there are several thousands with similar complaints but the enforced smart meter is not a good look for BG”

Helpful Report

Posted 2 weeks ago

“Promise compensation for missed engineer appointments, but never pay up. Promised credit for cancelling a switch to another company. Only paid after 6 months and having to make a formal complaint. Now 4 weeks after switching to another company, still waiting for a final bill. I'll be in credit so they are delaying for as long as possible. Having smart meters, the bill should be easy to finalise.”

Helpful Report

Posted 2 weeks ago

“Smart meters don't work I had over 2k bill at end off year.”

Helpful Report

Posted 2 weeks ago

“Over charged 195 per month and and now I want to switch and they charging over £400 and I’ve never been in arrears”

Helpful Report

Posted 3 weeks ago

“They are dreadful. We bought a house with them supplying the gas. We provided a final readings and made the transfer to Octopus. Final reading agreed. Getting letters now saying that as we are not paying by direct debit our bills will increase. Now sending us estimated readings despite not having an count. Trying to pay them what we owe them for the 7 days before the account was transferred and no usage of gas has proved impossible. Nobody will anend our bill and nobody will answer the phone. Absolutely diabolical”

Helpful Report

Posted 3 weeks ago

“Yesterday, a British Gas engineer installed a new smart meter at my home and assured me that I would be able to top up electricity immediately via the mobile app or online. However, shortly after the installation, I checked both the app and my online account—and found no option to make a payment as promised. Concerned about running out of credit (as we had very little left before the installation), I called customer service today. I spent a total of 53 minutes on the phone, being transferred three times. The third advisor suggested applying for emergency credit just in case our power was cut (stating the option of online payments would become available within 48 hours of the new meter installation—information I had not received from the engineer) I was then asked to provide specific details from the meter to activate the emergency credit, but I was at work and not near the meter at the time. This crucial requirement was only mentioned at the very end of the call, after nearly an hour—by which point I had already gone well over my break at work. This experience highlighted two major issues: Inconsistent information between British Gas staff. Critical details being shared too late, wasting customers’ time. This was a frustrating and stressful situation, and sadly, yet another example of poor service from British Gas. Based on this experience, I cannot recommend them.”

Helpful Report

Posted 3 weeks ago

“3x Smart meter Installs CANCELLED 3x Smart meter Installs have been cancelled without reason. Everytime I try to book, i have to then join the queue again for another 4-5 weeks! what a waste of time. Customer service team continuously apologies and false promises they cant keep. 3rd time, not even a notification to say its been cancelled. Only found out when I requested a slot confirmation, to be told its been cancelled. How Pathetic can they get. 😠😠😠 Moving to another Supplier soon!!!”

Helpful Report

Posted 3 weeks ago

“Can't even call customer service. What a joke”

Helpful Report

Posted 3 weeks ago

“Futher to my last review of British Gas I stii trying to find out when or if an engineer is coming to fix my smart gas meter ? I stated the engineer who was supposed to come on the 2nd of may didn’t bother to come another appointment on the 30th of may was cancelled I spoke to chat line advisor who booked yet another appointment on the 4 th of June this again has been cancelled without out any expianation I’ve tried to talk to advisor this morning but got message saying there’s 90 people in queue no doubt there all won’t to know like me have British Gas actually got any engineers and I won’t to know why I have had three appointments cancelled and I’ve not been paid the £40 I was promised because of the first missed appointment why are British Gas so poor now ?”

Helpful Report

Posted 3 weeks ago

“Absolutely the worst customer service ever. I have been paying by direct debit for years and have not been billed since July 2023. I made hundreds of request via email and phone for this to be looked into. Not one person in the company ever got back to me after a year of making contact with them over and over again. This was their error and yet I was the one trying to sort it. I have never know such poor customer service even at high level. The company is an absolute joke and fo not care about there customers. I would even say they are incompetent at all levels.”

Helpful Report

Posted 4 weeks ago

“Britsh gas absolutely rubbish contacted them time after time and still in the same situation. smart meter doesn't work .been about 2yrs now absolutely fed up it's like banging your head on a brick wall phone them email them still nothing wast wast of time”

Helpful Report

Posted 4 weeks ago

“Violated my rights, and bumped up prices. Direct debit payments and bills on top. Way over priced for a service they can’t really provide.”

Helpful Report

Posted 1 month ago

British Gas is rated 1.2 based on 3,138 reviews