British Gas Reviews

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

1.2 Rating 3,024 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,024 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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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

“If you wished to have piece of mind and relax at night, knowing your electricity and gas supplier will at least ensure you are never left cold in the dark, especially during winter and in a pandemic lockdown DO NOT SIGN WITH BRITISH GAS! Topped up my electricity meter 2 days ago. The money never showed on the screen. I am a key worker, so was at work all day today. Came back to a dark, freezing flat. Smart meter has two buttons. Small button was flashing red. Pressed it. Electricity came back on again. The meter screen showed I was using credit of £5 (that's as much as it is allowed to use, after that electricity is shut down and you can't turn it on). Tried to call British Gas emergency, was re diarected to UK Power Networks automatically. No email. So decided to try online chat (this was at 7pm). Waited 30 people on the que. The customer service agent told me she'll transfer me to top up meters team. Another 30 customers and it was my turn. The person had no idea what meter was top up smart meter and gave me copy paste instructions, which made no sense and nothing to deal with my meter. When I pointed out that the instructions are telling me to press buttons on the meter that are not there. There was silence. I started asking: "shall I try pressing longer the only big existing button on the meter", "shall I see if anything might be obstructing the cables connecting the meter" (I don't know, I am not an engineer) and etc. He replied I should try all I think is right and that he will transfer me to the smart meters team. Another 31 customers and it was my turn. The person read all my correspondence with his colleagues and said he'll transfer me to a team member from another department. After another 30 customers it was again finally my turn. The chat closed off and a survey regarding British Gas customer service popped out (that was at 9:30pm). No apologies, no explanation where are my money and what's wrong with the meter or their system. The meter is currently showing £3 and by tomorrow will be off again. However, this time there is no credit. I am at work all day. And it's extremely difficult to sit on the phone for two, three hours so I can speak with very very low level incompetent trainees. All of them are. There is no other explanation. The meterr is a smart meter, obviously functioning fine but their system didn't upload the money and none of their staff acknowledged that. There is not a single one that knows what an electricity meter is. I most likely will have to find alternative accomodation untill they sort out their system. Dispicable and discussing! Side note: My top up gas meter (not a smart meter) is chargeable only by a card which I can top up in a shop 16 minutes walk from my property (not even on my way back home from work but further down). Never been asked by British Gas to change it to a smart meter and when I questioned it at the begining when I moved in 2 years ago, they said they are not yet offering this service in my area, which is only 40 minutes walk from the Cambridge City Center. What an ancient, exhausting bpractice. My parents live 15 minutes walk from me and they have British Gas representatives/salesmen almost every month on their door. Strange isn't it?!”

Helpful Report

Posted 3 years ago

“I moved into my new house in November 2020 and took on the existing supplier British Gas which in turn had a prepayment electric meter, And asked for it to be changed to a credit meter which the answer after tireless tries of getting to contact them which was a nightmare. answer came back January for a replacement, i have never come up against a company that trying to communicate with is near impossible. Now February still no sign, i have now decided enough is enough and will try Of gen”

Helpful Report

Posted 3 years ago

“Avoid to all people’s in the UK Avoid to all people’s in the UK, they’re are steal your money when you buy gas or electric! I decide to give him that review because that’s fifth times happening on me I’ve paid for gas and electric never show up on a meter and I did complain, each time for my money if I don’t probably they will steal your money! Also the worst customer service in the world they have/had. I am going switch them to other gas company.”

Helpful Report

Posted 3 years ago

“I had a bad leak last year pipe leaking under floor boards on landing gas board sent some one out to fix it which they did then last night me and my grandson was in the room when water was coming through the ceiling gas board sent some one out he said was coming from bathroom said it was seal found bath so put water back on then he left after about half hour it was coming through ceiling again went to turn water off again there was water flowing down my hallway walls gas board came again he took the floor boards up on landing he was shocked what he saw the new pipe they replaced last year when they came out to fix a leak was leaking in three places he had only hammered three nails into the pipe when putting floor boards back down then me and grandson said we could smell gas and so could the bloke Thad was doing it so he pulled some more floor boards up there was a nail put through my gas pipe hat to turn gas off he phoned the gas board up got no joy in fact she Wes very rude and put phone down on him so o he was trying for ages to get this sorted he got to speak to some one else they said 19 February some one will come out at this point I was fuming I said no way this needs seeing to no gas no hot water plus since last year I have had a gas leak my house could have blown up any time I’m so mad not going to leave it at this still waiting for someone to come out lost a days work I am a pensioner also with on going health issues”

Helpful Report

Posted 3 years ago

“We have a small (table top) dishwasher which stopped working over a month ago. It has stagnant water in the base and, probably in the pipes, it absolutely stinks!! Although we pay BG almost 1K a year to cover everything, they refuse to repair it, they would have repaired our tumble dryer, which doesn’t have standing water tho. We are both in our mid 70’s my partner is diabetic, we’re doing all we can to keep safe, yet BG do not consider the risk of legionnaires to be a problem!! One manager agreed it was a health hazard and booked an engineer to come today - nobody came and no communication. Phone up and was told that the earliest we can expect a repair is the end of March!! Guess who is cancelling the DD? I’m absolutely disgusted. I would give a fat O if I could.”

Helpful Report

Posted 3 years ago

“Booked sn annual service Booked sn annual service , been in the diary for 3 months. Engineer , let's call him that turns up, not from British gas, third party, no prior warning that wouldn't be British gas engineer. He asks if he should take his shoes off , erm yes I think you should, goes upstairs, I can't service boiler , advised its been serviced for several years by British gas without problem. He hadn't a clue about the model . Not trained. Gone in 60 seconds, offered new date , 3 months off. I have taken the morning off work for this nonsense!”

Helpful Report

Posted 3 years ago

“What a joke .,. I recommend EVERYONE jumps ship before it's too late nothing works as it should even down to standing outside in the freezing cold trying to activate my emergency money , they are simply USELESS . And it it will not improve , too many fat cat idiots who've made a simple thing impossible to use , you can't even top up locally , I'm off this sinking ship ASAP and advice all to to do the same . There are loads and loads of better providers out there , my last day with this farce of a company , they deserve a base of zero customers , then they can try and stay warm with no income . It's a joke .”

Helpful Report

Posted 3 years ago

“I wrote a review of British Gas aka Bloody Ghastly last year after almost 9 months and three visits to the Ombudsman. Now, after the 9 months abuse from British Gas, they have started their abuse of me once again this week. Incorrect amount taken out of my direct debit, no forward notice given for the direct debit, ( which was greatly increased). Spoke to someone slumbering in a call centre who did not have a clue what day it was, then he put the phone down on me mid-discussion. This guy was still using my old e-mail address from 10 months ago !!! Now I must start to waste more of my life contacting these morons again on Monday. ALWAYS ask for a Letter of Deadlock when in dispute with British Gas. You can request one after 6 weeks if they have not resolved your dispute. British Gas are then legally required to hand one over. Then take it to the Ombudsman who is excellent and who will bring this lot to account. Make plenty of notes and log/detail all calls. Telephone the Executive Office in Slough where the Directors hold out. They do not speak at mere mortals but you may fare better than the standard "customer service" lottery they operate.”

Helpful Report

Posted 3 years ago

“Bill raised without my consent. From around £18 to almost £30. In other words, penalising a loyal customer. I suspect it's all based overseas: UK legislation states that direct debit customers should be notified of increases. The phone calls to the place cost money. The disability number doesn't work (extra help). They'll be refunding me by the time I've finished with them.”

Helpful Report

Posted 3 years ago

“Another former nationalised Company that is now rubbish. They keep taking the monthly service money but not supplying a good service. It's a poor company that keeps blaming everything around them for poor service. Stop putting profit before customer service . They are not even worth being paid in chocolate buttons.”

Helpful Report

Posted 3 years ago

“I’ve never had complaint with them. I had issue with my boiler and they came out in three hours and fixed everything. I’ll definitely recommend them”

Helpful Report

Posted 3 years ago

“They decided to switch bills from monthly to 6 month without any notice!!! And this in the middle of pandemic, when everyone is struggling to plan ahead. Customer service is ridiculous!! Cannot wait for contract to finish and run away from them to more fair company”

British Gas 1 star review on 28th January 2021

Helpful Report

Posted 3 years ago

“Please do yourself a favour and avoid British Gas, they've blatantly lied to me a number of times and offer very poor service (but still take your money). 100% behind the engineers strike btw, must be a dreadful company to work for.”

Helpful Report

Posted 3 years ago

“Unfairly rejected a switch to Bulb and then punished me by putting me into an abysmally expensive free-fall variable tariff for 15 days (before Bulb were finally 'allowed' to take over). Goodbye forever.”

Helpful Report

Posted 3 years ago

“Have had no correspondence from British Gas since they sent us a letter saying our boiler service would be delayed because of covid and that they would contact us when they could fit us in, this was April/ may 2020 which we understood why, we work for social services which requires us to have a regular boiler service, now January 21 just had a renewal from them, we have now cancelled our monthly payment plan, no communication at all, avoid at all costs.”

Helpful Report

Posted 3 years ago

“what a big mistake joining them, in December I had to call them for a boiler check, then they gave me an appointment with engineer but because it was for after 3 weeks, I have decided to cancel it, and then two weeks after an engineer came and stayed in my home for 5 minus, he just asked where my boiler is, then one week after he has left, I was charged £100!!!!! what a miss sold contact. JUST KEEP AWAY FROM THEM.”

Helpful Report

Posted 3 years ago

“Had gas & electricity cut off with no warning in the freezing cold for 12 hours as British gas was sending bills to wrong person. Had to have children collected through covid pandemic. It was pitch black & they were freezing cold & crying. Worse experience of my life.”

Helpful Report

Posted 3 years ago

“Omg did I really give British gas a one star if I could give a negative number I would have avoid avoid avoid. Waiting to have my oven and fridge freezer sorted since July 2020 we are now in January telling me . Parts discontinued parts not in stock appointments cancelled me having to ring up to find out engineer is not turning up terrible terrible terrible do not waste your money on the domestic appliance cover. It happened with my fridge freezer 2 years couldn’t get an appointment for nearly a month then happened again cancelled appointment. I thought I will try it again I would not even go near British gas ever again for appliance cover absolutely disgusting service the people on the phones are great but to get an appointment or an engineer out is terrible. I never write reviews normally but felt I had to to warn people to avoid”

Helpful Report

Posted 4 years ago

“I'm a tenant in fairly old house, so we have had lots of problems with various appliances breaking down since moving in. Luckily our landlords have British Gas Homecare cover, and BG have been unfailingly great for the whole time. Always kind, polite and helpful on the phone, appointments are easy to make and move around, and generally within the next week. Most of the time the issue is fixed first go as well if you describe it in a bit of detail when making the appointment. Can't recommend enough.”

Helpful Report

Posted 4 years ago

“British gas have caused us so much stress, anxiety and worry. We joined them for our gas and electric, they setup our direct debit and monthly installments. Was with them for 12 months, our smart meter installation was cancelled because of Covid, had no apology or phone call. No readings were taken over the entire year. Without our knowledge we had signed up to an automatic energy switch company, when our services swapped we then received a final bill and charge from British Gas for over £700. They effectively took away our ability to pay by direct debit and didn’t manage our account. At no point did we receive communication we were not paying enough each month. Since trying to resolve and get support for the huge bill it has been nothing but stress and impossible to get help. Put on hold for over 30 minutes numerous times, constantly transferred to wrong departments. We can never speak to the right person or speak to anyone who can help, it’s shambolic. Constantly told someone will call us and never do. Have since raised a complaint, was told would receive a call within 5 days, still waiting two weeks later. We are now getting threatening letters to pay our bill which we can’t afford. Please don’t ever use this supplier. We can’t tell you enough how poor the customer service is and how much worry they have caused us”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,024 reviews