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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible and bad experience . Took nearly a hour to get through . Only to be put through to someone foreign . They shouted down the phone and then put the phone down to leave me with no gas”

Helpful Report

Posted 2 years ago

“Just about the worst energy company on the market. I'm am astonished that they are allowed to advertise their Boiler Service on TV. Absolutely shocking. I had a dreadful time with them. I recommend Octopus energy 110%. Amazing company. And call centre in UK. Very caring and helpful with issues. BG fanned my anxiety and I become extremely stressed with their inability to respond. They haven't monitored their email account for months upon months. How do people get in contact with them!”

Helpful Report

Posted 2 years ago

“Awful customer service ! Asked for the complaint department and they put me through to a poor chap who doesn’t work for British Gas ! Not even the right company ,ATOM ?? We called back explained we have vulnerable people in the house . Nothing changed 2 days we are having to wait with no heating or hot water . 1 star is too much but you have to give something so you can write a review. Changing our home care for sure .”

Helpful Report

Posted 2 years ago

“Contacted British at least 7 times regarding the 66pound energy voucher which everyone should of got by ,17,th October..still haven't received it..it's now November 6th.. British customer service a call centre in South Africa...can't help been told several times different dates .and nothing they never call back as promised !!!..end of day they said can't help me ....so no one's knows”

Helpful Report

Posted 2 years ago

“Still waiting for October cost of living payment. It’s a complete joke. Got told there is a problem and will get a decision within 10 days. Wtf. They have already been paid by government. Will definitely be changing company ASAP.”

Helpful Report

Posted 2 years ago

“I don’t know where to begin with the incompetence of this company. They lie and pass the buck all the time. They have caused me anxiety, palpitations and sleepless nights over my direct debits, my government entitlement, my smart meter ( not so smart), Homecare problems, South African call centres who lied and said they were working from home in Denmark! Dreadful customer services, told I would be called back and no joy! I am writing to ombudsman tomorrow. The worst company out there - cowboys!”

Helpful Report

Posted 2 years ago

“I have contacted British Gas again and again on multiple channels about my debt and how much I am struggling They're aware that I am working with Stepchange, have recieved a copy of my budget and been informed of the amount I can afford to pay (and how long this temporary measure will be in place). As a result they've bounced me between phone lines, text chat and IM chat. Claim I have not replied when I have screenshots of my attempts to make a payment plan. British Gas will not allow me to pay any lower than £209 a month, not including electricity! How they can expect anyone to manage £300+ on energy and still survive is beyond me. That will be all of my salary gone once rent is paid, not including council tax and water bills. Now on top of this I come home to scary letters that they're going to apply for a warrant to BREAK IN to my home, bill me for the locks and service fees and install a meter that I did not consent to and cannot even reach without a proper ladder. I've informed them of how stressful it will be to have a prepay meter, especially one that is over head height and how I cannot manage the stress of being without heat or electric when I run out of money. (which happens every month and I recieve no help or benefits) I can't believe the lack of empathy and now the forced entry when I have been begging for help and have let them know the prices I can manage for now. Don't even bother to send me that copy and paste message to speak to someone on social media, everytime they put me back through to the debt phone line. - I want to cancel my account with you, switch to a more ethical and understanding company. - I want to create a REASONABLE payment plan for my final bill, where I can still afford to eat and pay my new provider. - If these requests are not granted within 8 weeks I am contacting the energy ombudsman.”

British Gas 1 star review on 4th November 2022

Helpful Report

Posted 2 years ago

“WARNING! Don't use British Gas EVER !! My elderly mother has had numerous engineers out, and her house flooded by British Gas. None of the engineers really seem to know what they are doing, which results in them sending another one out, and nobody is accountable or wants to take responsibility for the repair. She had her boiler (supplied by British Gas with numerous faults and call outs) replaced at her own expense, for another one which still isn't working properly. She was tricked into thinking that her central heating was covered for 5 years but it's only the actual boiler that's covered! When we tried to get the cover changed from British Gas to the boiler manufacturer, the manufacturer said they couldn't cover it until the guarantee had expired in 5 years time, so now she is stuck with the British Gas crappy cover. The only time British Gas made any effort was when they wanted to sell her the new one which they charged more for than the actual manufacturer. My Mum insisted on using this bunch of crooks because she thought British Gas could be trusted. But they have abused her trust and let her down big time. Please don't ever use them. If I could give zero stars I would.”

Helpful Report

Posted 2 years ago

“One of the worst bloody customer service I have had to use ...sent over from nabuh and what a nightmare totally useless unprofessional people who know nothing about UK services the wait time is hours and they can access account they and if u want to use chat via app my god 200 in que then when to five u get cut off ..come on the directors of this company get a grip !!!!!!!”

Helpful Report

Posted 2 years ago

“Dreadful customer service. Rang 6 times in 2 weeks to chase energy support payment. Each time was given different information, with one advisor actually telling me they have no control over when payments are made, it's the government! I waited on hold 47 mins then immediately got cut off. I received my energy payment 2 weeks and 3 days after I paid my dd! Shocking. Doesn't matter now as I've switched suppliers today!”

Helpful Report

Posted 2 years ago

“2 years ago I bought a new boiler from British Gas. Part of the selling point was the money we would save because we would not have to have the boiler and central heating maintenance we were currently paying for, for the next 5 years. Now 2 years later we have a problem with one of our radiators called Brit gas to get an engineer and was told that it was only for year 1 that the central heating was covered. That is absolutely not what the salesman told us. Absolutely disgraceful company who will promise you the earth just to get your business then deliver nothing”

Helpful Report

Posted 2 years ago

“If could give 0 even that would an insult to rating, they deserve no rating. It’s been a month I am trying get my credit meter transferred to pay as you go. They do t phone call and if they do they hang up half way. I tried to chat with them online and but never available and if they do same thing happens slow response or response. Very disappointed .”

Helpful Report

Posted 2 years ago

“Please put nought rating so we can all use it scrap the other stars, they are not needed! Get rid of call centres abroad ..whilst call handlers are polite they only pacify..we are not children we don't need pacifying we want ACTION HONESTY and COMMITMENT to resolving issues , issues originating from British Gas themselves who happily take your money but drop you like a stone when you need help, and push you over to Foreign call centres who have no power to resolve cases. All of us then eventually have to join the Ombudsman queue to hopefully get restoration. We Should all petition to force British gas to answere our complaints on British soil in a timely manner through the courts.”

Helpful Report

Posted 2 years ago

“Been with British Gas for many many years but I’ve now had enough! Been waiting nearly 8 months for an upgrade to my smart meter. Nobody can tell me when I will get it so I’m unable to keep an eye on my energy usage. Also I paid my increased direct debit on 15th oct and as of today (27 th October) I’m still waiting for my energy support payment. After being on hold 27 mins, I was told to wait till 4 th nov and someone will email me to check its been paid! They take sometimes 3 weeks to respond to an email and sometimes not at all. Sorry British Gas, as soon as I’m able, you’re going to lose a long and loyal customer. E”

Helpful Report

Posted 2 years ago

“I renewed my home care I regret this decision but being 75 I thought i needed some insurance to keep the house going, today I got a phone call 8am saying I needed a plumber not a builder for my repair so I would have to rebook, they could not change, when I got through 15 day wait, easier to book local. Once they have got your money no care Orr understanding”

Helpful Report

Posted 2 years ago

“For the second year running my boiler was serviced and the next day error codes . Booked engineer and time slots between 12-18.00 . Get a call from British Gas say engineer won’t make it at 17.30 then tries to come next day . 2 days of work waiting for engineer without heating and hot water .this is meant to be emergency cover and they use sun contractors .definitely won’t renew for £260 a year”

Helpful Report

Posted 2 years ago

“My step mother is 78 and been with British Gas for years and I know the cost of living has gone but but they are requesting 180 a month for gas and 89 for electric. She is on a pension and doesn’t even get that much so that is ridiculous. She lives alone and doesn’t use a washer or dryer or the cooker . Just had a microwave meal once a day . She use to pay £29 electric and 89 gas doesn’t use any more than she has been doing. Now she is going to get into debt as she is disabled and cannot live without gas.”

Helpful Report

Posted 2 years ago

“I’ve had two years of my smart meter not working, I was told that three different things were wrong with it, had dates to fix it where engineers never turned up, bearing in mind I’m disabled and can’t reach the meter so had to get my Daughter to manually put the codes in for me. After getting the abundsman involved they are coming to fix it on the 9th! Now there’s another issue here received the £66 government support scheme voucher and picked up the vend code from the post office except the meter is saying it’s invalid and the money won’t go on my meter I’m beside myself worrying about this and getting nowhere fast. Tried the call centre, they haven’t a clue tried the app that keeps closing and won’t keep conversation going and tried Facebook where I seem to be being ignored, being disabled with mental health problems this has had a being on effect on that. No one seems to be listening to me!”

Helpful Report

Posted 2 years ago

“Where do I start? At the time of writing this review, I have just sent a six page, A4 sized letter to Centrica, after sending it through email and not having it acknowledged by the case handler, who could not spell my name right or pronounce it correctly. I have been a customer for 12 years with BG and the last 4 years have been a complete nightmare, firstly I KNOW i have been overcharged, someone at BG or my Housing Association decided the tariff I would be placed on???? Then I have had issues with a direct debit and this was sorted out, then it re-occurred, BG were so bad in getting it sorted out the Bank has barred any further Direct Debit Mandates from British Gas. The customer service is terrible, the South Africans, blame the English Customer Service Advisors and then they tell you that things are not actioned because the BG executive does not listen to them, and that they are ignored, that is why the payment plan fails, the direct debits, go wrong and so on. Then there is the engineers, in one incident an engineer visited his attitude towards me in my own home was rude, abrupt, and unprofessional, I wanted to swing for him, no one would tolerate that in their own home. You complain, you are meant to receive a call back from. a manager, that never happens, the calls drop (terminate) the minute you start asking questions that there is no real answer to - especially when BG are at fault. If you can avoid BG with bargepole this is a company that was once great but that is myth and legend, now it is a mediocre company, that charges through the roof (before cost of living crisis) yet there is no transparency, so you really dont know what you are paying for.”

Helpful Report

Posted 2 years ago

“Have been waiting for 3 weeks for my energy payment, which I'm entitled too, yet still not got it. I have a prepayment key and they have it on file as my account is cash/cheque account. Rang up about my payment and told after 42 minutes on the phone that they would look into it. I need that credit just like everyone else does, but was told it would take 10 days to resolve situation. As soon as I can I will be changing companies!!”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,021 reviews