British Gas Reviews

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

1.2 Rating 3,100 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,100 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	1.1 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 March 2025

Jackson

British Gas 1 star review on 1st February 2025

Anonymous

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

101

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

“Our smart meter was installed by British Gas on the 3rd of September 2024. The gas meter has not worked at all since this installation. We have had two different engineers from BG over to solve the problem (on three different occasions). I have talked to customer service on multiple occasions and all they do is read me some generic polite phrases out of their manual and then say is that the meter will start registering and transferring readings within a few weeks. That has not happened. I have saved all the transcripts of my discussions with BG customer service. The whole thing is a bad joke. No one takes responsibility for solving our problem with this so called “smart” meter. I’m really worried that our estimated usage that they now charge us for is completely off the charts. I certainly do NOT recommend British Gas to anyone. /Eva”

Helpful Report

Posted 2 months ago

“I urge anyone considering joining British gas to join Octopus instead. Looking at the reviews, I see so much of what I have been fobbed off with, repeated! Agents will say anything to end the call, that theyll escalate the issue, call back, resolve it etc etc, then social media team contact me on twitter, all to be still fobbed off yet again!! DONT DO IT, DONT JOIN BRITISH GAS, THEIR CUSTOMER SERVICE IS WOEFUL.”

Helpful Report

Posted 2 months ago

“Attended a property today, lied and left a bill - have it all on camera thankfully. Hello energy ombudsman”

Helpful Report

Posted 2 months ago

“After a year of dealing with ongoing issues with British Gas, I decided to switch my dad to Octopus. My dad has been charged £185 a month by British Gas, despite not using any heating, working six days a week (so he's out of the house most of the time), and turning off all appliances at the wall when he's not using them. His fixed-rate deals with British Gas are also much more expensive than other options. I suspect they kept him on a higher tariff because he's vulnerable and didn't know how to switch providers or complain. He lives in a two-bedroom house, the same size as mine, yet I’m paying £50 a month electricity with british gas (working from home full-time) while my dad is paying £180. I really don't understand the reasoning behind this pricing. Same size house, my dad uses far less electricity than I do, but he's being charged more than three times as much. This did not sit right with me so i compared our bills, he seems to be on a higher rate than me, using less than half electricity than what i do and they seem to be giving him different costing of tariff options to myself. I thought there was regulations ensuring that everyone is paying the same rate? Today, I got a quote from Octopus for £45 a month. That's a saving of £1680 per year just by switching! How can british gas charge £180 whilst Octopus has taken his meter readings and will only charge him £45. No wonder they are racking in the profits! We gave British Gas so many chances: we tried to find a reasonable fixed-rate deal, contacted their customer service (which was awful), arranged engineer visits that never happened, changed to smart readers (which failed to work) and requested a refund since he's hundreds of pounds in credit. The refund was supposed to take up to a week, but it's now been eight weeks, and still nothing. Looks like customer service never processed the request—yet another lie. I do have email evidence of this lie as well. Their customer service live chat agents, ends the chat whenever they want, leaving you begging for answers. Their engineers do not turn up, and then re-booking these engineers is painful. British gas offer compensation for the lost time when the engineers do not show up, they state it will automatically be added to your account - however it never does get added. To make their lives easier the customer services say what you want to hear to get you off the phone/live chat with them and then do not proceed to action their words. I had to start screenshotting live chats and keeping evidence (which we should not need to do!). They even respond to reviews telling people to reach out via social media, but then they don't escalate any problems and just brush people off. I previously reached out to their social medias, and once again we led with more promises which was never kept. From start to finish the whole customer journey has been a shambles, they need to be investigated! It’s clear they’re ripping off vulnerable customers. Thankfully, I’ve been able to sort this out for my dad and now he is very happy not having to worry about his bills. However, it is very sad to think how many other people are being taken advantage of like this.”

Helpful Report

Posted 2 months ago

“Moved into a property with a prepayment system and realised how medieval it is. You depend on 3rd and 4th parties to add money to your account. It's 2025 and I can't add money through the app or even a phone call. I have to go to a shop to add money and discovered it is cash only!!! In 2025!!! So you have to look for a cash machine, hope that it is working and then go back to the shop to add money to your account. I put £20 in for gas 6 days ago and nothing left!!!!! Try to chat to someone and number 41 in the queue!!! IN 2025!!!”

Helpful Report

Posted 2 months ago

“Trying to get a british gas HomeCare engineer to actually show up is like trying to find a unicorn reproducing in the wild.”

Helpful Report

Posted 2 months ago

“British Gas plumbers do not feel accountable or responsible to put right their botched job that has left us with no hot water and only intermittent cold water coming through some taps. They knew from the start that our children suffer from skin conditions and that we need regular water supply. Their job was to change the cold water tank, but after two days, we have an issue that was not there before they arrived on our property. An airlock their plumber told us happened whilst he did the work but had supposedly been resolved, has left us with no hot water and little cold water coming out of some taps barely 48 hours after. Calls to the agent and the plumber have been ignored as soon as they realised it was an emergency that needed resolving today. Despite sending videos and emails from 8am, British Gas have removed themselves from dealing with our lack of water supply and said we have to wait a further 3 days for anyone to come out. One call handler even hung up when we asked for her name as we wished to complain that she had asked for payment for them to attend as an emergency to restore our water. In all of this, they have been paid even for parts of the initial quote which we cancelled but they said they will issue a refund for. That's another story of having been quoted for work we didn't need but were told we should have done. All we wanted was for the cold water tank to be replaced, but they went into how a magnetic filter (which was already present) should be changed and how we needed to have a power flush. After being paid for more work than was carried out, they have treated us very disrespectfully and left my family worse off than when they attended our property.”

Helpful Report

Posted 2 months ago

“After an unsuccessful attempt to resolve some extra charges, my account was suspended, causing me to lose access to around $123,000 (my initial deposit). Luckily, a friend recommended (Benito Gabriel ), and their team managed to recover not only my original investment but also the profits and bonuses I had earned, preventing a potentially devastating financial loss. 𝐄𝐦𝐚𝐢𝐥 —𝐁𝐞𝐧𝐢𝐭𝐨𝐠𝐚𝐛𝐫𝐢𝐞𝐥𝟒𝟒𝟗@𝐠𝐦𝐚𝐢𝐥.𝐜𝐨𝐦 𝐖𝐡𝐚𝐭𝐬𝐀𝐩𝐩 —- +𝟏 (𝟓𝟎𝟓) 𝟒𝟎𝟐-𝟎𝟕𝟏𝟒”

Helpful Report

Posted 2 months ago

“My tenant is an amputee with multiple health problems.Rang British Gas really fraught as heating had gone off.This was Friday evening and they gave me a slot for next morning.The engineer Paul took his time unravelling what had gone wrong and after sorting out the mess put in a new board much easier to use.This young man was kindness itself,very caring and very good at his job.Thank you Paul and thank you British Gas.”

Helpful Report

Posted 2 months ago

“They opened a second account in my name and are harrassing me and the landlady for money owed on that account. They literally made an account, made up a number, and are trying to charge us for it. Should literally not be allowed to be a company anymore, this is criminal behaviour.”

Helpful Report

Posted 2 months ago

“My mother in law passed away in September 2024 and she was in credit by £400. It is now 24/1/25 and despite numerous calls British Gas have not refunded the money to the Estate. Meanwhile they continue to send e-mails inviting my mother in law back to them as they are sorry she left!”

Helpful Report

Posted 2 months ago

“TWO British Gas " engineers "attended my annual boiler service which was working perfectly. When they left the boiler was not working and left me with no heat or hot water for two days. An EXPERIENCED engineer from a local independent company attended and repaired the fault which British Gas had created. I am a retired plumber and please take this advice from me : Avoid British Gas as many of their so-called engineers are without experience. I am now with HomeServe and they really are very good. Many Homeserve engineers have left British Gas due to its poor management practices.”

Helpful Report

Posted 2 months ago

“British Gas installed a new boiler on the 16th December 2024 and left me with no hall lights. After over 10 phone call they eventually sent in a subcontractor electrician (they don't have their own!!) , the same one that was involved with the original install. Absolutely useless, didn't even turn up with the right kit to check problem. British Gas have just contacted me on 24th January 2025, basically 5 weeks after leaving me with no lights and refusing to take responsibility. Must have just been a coincidence that the lights went down on the same day as they installed boiler. Surprisingly I've only been in this house since 1997 (27 years) and the lights suddenly don't work after your visit. Now I know why you only have one star out of 3000 reviews. Complete cop out, SHAME ON YOU!!!!!!!”

Helpful Report

Posted 2 months ago

“British Gas installed a new boiler over a month ago and after installation, left me with no lights in hall. After over 10 calls they eventually sent in a 3rd party so called electrician. Hopeless and incompetent to say the least, didn’t even turn up with the right kit. British Gas are now refusing to accept responsibility and according to the kid on electrician it was a pre existing problem or just a coincidence that the lights stopped working on the same day as the new boiler being installed. According to the most recent call from complaints department, it would cost them too much money to send in another electrician and are not taking responsibility. What a complete cop out British Gas and shame on you for not fixing a problem that your subcontractor created. No wonder you get 1 star from over 3000 reviews.”

Helpful Report

Posted 2 months ago

“Avoid homecare cover, dont waste your money and go elsewhere. If I could rate my experience out of 10 it would be -1000. Where do I even start, unprofessional customer service, incompetent engineers and over priced policies. You are charged and excess even for your boiler to be misdiagnosed by one of their ‘professional engineers’, not to mention each engineer they send out lacks in qualifications and knowledge. Its complete luck of the draw who you get on the day, could be good or bad. Don’t think about calling up to discuss your policy, their customer service agents clearly aren’t trained competently, not to mention each agent contradicts one another. If you have a complaint you’ll be speaking to someone ‘not technical’ as the engineers call them, so again being misadvised. Finally, if you get to the complaint stage you’ll be given a shoddy outcome and palmed off. If you dare to challenge it then you’ll ultimately be ignored. Our experience has been hell. Avoid this at all costs. I know people that work in the heating industry, all of them laugh when you mention British Gas. Not to mention many of them go out to fix the issues caused by British Gas’s so called ‘professional engineers’. Not sure how this company is still operating, if you read online they are losing customers by the day, including myself.”

Helpful Report

Posted 2 months ago

“Urgent for all readers. The government have now ordered a review of OFGEM. I would therefore implore anyone reading this to take part in the survey, and air their grievances against British Gas. Please log onto www.gov.uk/review-of-OFGEM-call-for-evidence. As an alternative you can use google to locate it.”

Helpful Report

Posted 3 months ago

“THE WORSE,BAD, INCOMPETENT, SCAM COMPANY YOU CAN IMAGINE I strongly advise you to avoid this company.”

Helpful Report

Posted 3 months ago

“Homeserve through British Gas are a joke and their customer service is rubbish”

Helpful Report

Posted 3 months ago

“Looting Energy company, awful experience”

Helpful Report

Posted 3 months ago

“Putting the bills up at this time of year knowing we have to put on the heating is a dirty move. How you sleep at night I don’t know. The millions of profit you make ! Shocking”

Helpful Report

Posted 3 months ago

British Gas is rated 1.2 based on 3,100 reviews