British Gas Reviews

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

1.2 Rating 3,021 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,021 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 17%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 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 3rd December 2024

Faisal B

British Gas 1 star review on 2nd December 2024

Richard Parsons

British Gas 1 star review on 9th November 2024

Anonymous

British Gas 1 star review on 22nd October 2024

Patrick Kennedy

Anonymous

Anonymous // 01/01/2019

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“My British gas service has been cancelled on no less than 5 occasions in one year and I am still waiting”

Helpful Report

Posted 2 years ago

“Rude live chat personally who disconnect when you try to raise a complaint, faulty goods, and unauthorised deduction from agreed terms, in debt with an agreement to settle, yet still will not allow me gas even though outstanding.amount settled! Dispicable company! Be advised to stay well clear no matter what rate they offer! Escalation to the ombudsman is the only recourse with this company! Be warned!! Not worth the stress”

Helpful Report

Posted 2 years ago

“Excellent experience dealing with my move in. Really patient and helpful service. The person that dealt with me was a credit to the company.”

Helpful Report

Posted 2 years ago

“Last time I complained I was told to contact them by Facebook. I don’t do Facebook! Two hours ago I received an email asking for meter readings. I’d already submitted meter readings & was told I would receive my first bill by 5th May. The past two hours have been spent trying to speak with someone. The two phone numbers I tried said the wait time was 45 minutes. Tried the chat line but Cosmo was a waste of time & I was 160 in the queue. Decided to wait & eventually, Shubham came on the line. She did help but I’m not satisfied with British Gas at all. Their customer service is virtually none existent! However, I have a feeling nothing will change & if British Gas think the level of service is acceptable heaven help us!”

Helpful Report

Posted 2 years ago

“Wow where do you start with this company should be nationlised very very poor”

Helpful Report

Posted 2 years ago

“I used British Gas in the past and they never got my bill right, in fact they got it so wrong when I went to leave due to high monthly payments they managed to suddenly bill me for £400.. I paid nonetheless and moved to Peoples Energy, great company but unfortunately soon after they went bust and I was absorbed back into the clusterfuck that is British Gas. Now according to their app they owe me £600 so I am desperately looking forward to them telling me that's all a big mistake and I in fact owe them money again. 40-50 minute wait time on the phone and on live chat, useless twats.”

Helpful Report

Posted 2 years ago

“In January I was taken over by British Gas (Ofgem's choice for me, not mine) after my previous supplier went bust. We're now into May and I still haven't had a clear, accurate bill from them which includes all my payments and credits to date. Also they omitted to set me up as a continuing Direct Debit customer, so have added an extra charge to my tariff. One employee I spoke to on the phone was pleasant enough but the call did not result in an inaccurate bill being sorted out. I just received a second inaccurate bill.”

Helpful Report

Posted 2 years ago

“British Gas are ridiculous, I joined the company last year, they offered a free year home cover, after the year they went into my Bank account, and took £11 for Homecare cover at no time did I set up a D/D after being on the phone for 45 mins and speaking to seven different people, I was moved around told to hang on for a few minutes, which ended up 45 minutes, then I got cut off at 6 pm. I have sent a formal complaint as they Breached the Data Protection act, they went into my account with no D/D being set up.”

Helpful Report

Posted 2 years ago

“Worst customer service ever cannot get to speak to anyone and when you do they dont do as they say they are going to do absolutely appauling service”

Helpful Report

Posted 2 years ago

“Was moving house and contacted British gas reference final bill and to give meter readings. Phone kept cutting off telling me operators had been moved from house move section to emergency section to deal with people without energy. Over 1 hour wait time on complaint line and the app would not allow me to do it because it was registering smart meetings way after our move out date. I suggest they hire a lot more additional personnel so there customers can actually contact them I have now left British gas as a result of this experience.”

Helpful Report

Posted 2 years ago

“After we had to have a flu liner fitted on the advise of a British gas engineer because he said that the flu in the loft was damaged last year we had a new fire & surround fitted only to find out that the liner was never required as no leaks from the smoke test in the fire place the damaged flu actually was from a warm air unit that was removed some years ago bri gas should now pay back what I spent on the unnecessary repair I don't see why I should be out of pocket because of the incompetent engineer”

Helpful Report

Posted 2 years ago

“If there were minus stars I would give you minus 5. I have been a dual fuel customer for 20 years. I referred a friend in December 2021, she signed up with British Gas as a dual fuel customer and has 2 direct debits with British Gas. However British Gas made a real hash of setting up her accounts, they kept setting her accounts at the wrong address and at one point she had at least 4 different account numbers. We were both promised a reward of £70 vouchers each, Injave lost count of the number of times I have called and emailed British Gas about this and the ridiculous replies I had had from the Customer Service, which is not fit for purpose. I will never recommend anyone to join British Gas, you make false promises of rewards and have no intention of giving the reward to loyal customers. Shame on You !!!! I have contacted you by phone, live chat and email and either had lies or no response.”

Helpful Report

Posted 2 years ago

“What went wrong - this would be comparable to writing ‘War and Peace’. The shortened version would be we received our first bill from you on 14/04 with numerous errors, and telling us our fixed term contract would be increased by some £110 per month. An advisor was contacted and he was to ring me back on 19/04 with updated information. No such call was received. We then received four/five envelopes on 22/04 from you with varied statements, again erroneous, but informed us we were on track with monthly payments and were also in credit to some £727. Made another call on 22/04. An advisor agreed these were incorrect and confusing and was to arrange for an amendment to our account, as he believed we’d been paying too much per month. Not received, but received a further letter on 27/04 telling us we owed you money and you had closed our account and cancelled our direct debits. I rang again on 27/04 and spoke to a different advisor who apologised for error and I asked if this would be immediately reinstated and she promised to ring me back later that day. Some three days later I am still waiting. Our account is still closed and I cannot speak to anyone as it is now a bank holiday weekend . For information, we are old age pensioners with my partner suffering a heart condition. I cannot fault the attitude of your advisors, although they do not keep their promise to keep you informed or to contact you when agreed. Your app has been near to useless as there are always tech problems. Our smart meters have not been functioning correctly and you failed to inform us that you could not read our gas usage. All in all we feel totally let down by your service and have no idea of how we are ever going to get a satisfactory outcome to the above. We have spent literally hours on the phone to your advisors with no resolution. I am so worried about this situation as currently it appears we have no contract with any supplier and you believe we owe you £584 to be paid within seven days. I would appreciate some immediate action to reinstate our account and an updated bill outlining our correct direct debit payments.”

Helpful Report

Posted 2 years ago

“Smart meter not worked since February 2021. Get the same response technical team are aware and will up and running seven days. Online app not working same response again. Worst Company ever. I don't even wish to talk about their advisor.”

Helpful Report

Posted 2 years ago

“The best decision ever chosing British Gas to install a new boiler. Professional, efficient and work done on schedule. All rubbish removed scaffolding taken away and everything cleaned up straight after the job was completed. The engineer Paul, was brilliant at his job. He managed to secret new pipework even though it seemed an impossible job. 5 stars British Gas, Well Done.”

Helpful Report

Posted 2 years ago

“Absolutely shocking I’ve not managed to pay my electricity bill in a year! Can only see gas on my account and I’ve rang many times even much so they’ve refunded us some money but still haven’t sorted anything. Shambles of a company”

Helpful Report

Posted 2 years ago

“Pay a fortune already for Home Care. Charged £50 excess for a fault caused by the service engineer bearing in mind we have never once needed to do a call out for it. The day it was serviced it developed a serious fault. Two separate customer service employees confirmed that the excess would be waived. Sent an invoice the next day. Next customer service employee incredibly rude and wouldn't let me get a word in. The one after that couldn't help but advised that they'd contact debt recovery agency if it wasn't paid. So left completely out of pocket for a fix that we didn't need until it was serviced. Appalling, avoid. I would say it's a waste of money, but it's that plus costing you even more when they break your boiler!”

Helpful Report

Posted 2 years ago

“To many problems to even list. Terrible terrible company!!!”

Helpful Report

Posted 2 years ago

“The service I received this Morning was absolutely appalling and utterly rude. First and foremost, for your Agent to ask me the reason I’m enquiring about a Bill increase might it be that I cannot afford it! The disrespect and rudeness were beyond me. Now as a British Gas customer I’m not allowed to enquire about a price increase that’s coming out of my Bank Account, ridiculous. Secondly, I didn’t even receive a notification from British Gas informing me about the price increase not even a letter, e-mail, text, or a phone call informing me that there might be an adjustment to your Gas/Electricity Bill. The lack of communication is unacceptable and inexcusable for a Company that prides itself on keeping their Customer informed with the latest updates. Thirdly, I’m trying to explain to your Agent where the Gas Meter is located but continuously keeps arguing with me about its location which was very frustrating and came across very arrogant. When I’m Physically here and someone is thousands of Miles away keeps arguing with me was very rude. And why doesn’t British Gas allow its Agents to give their last name not only their first names?”

Helpful Report

Posted 2 years ago

“I would give zero stars if I could, this company cannot even set up an account for us, getting passed around call centres and departments, we moved into our new house 3 months ago and still have not got a correct account set up - we have been told we cannot escalate this and the home move department is closed until the 9th May!!!”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,021 reviews