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

“Hi , I called several times on the customer services num,ber as 03332029386 in regards with installation of new meter on site, gave MPN no etc and address as she was unable to understand and take the inquiry or find any resolution while she was from overseas. I requested that if she can pass to another colleague based in UK who can better handle my inquiry as its now my 4th Call to you guys and I am not reached to the points where matter could be resolved. She responded as you are discriminating saying want to talk to someone in UK.I said this is not the case but as I keep repeating information and you are not taking it serious,there is lots of unacceptable noise in your background and on the top understanding is not great. All i want service not arguments but she continued with her version.”

Helpful Report

Posted 1 year ago

“I have been recieving an extream bad service from their support as well as their complaint departnment. they were unsupportive and they always hang the call everytime i call them”

Helpful Report

Posted 1 year ago

“Don’t waste your time. Try another supplier wherever possible.”

Helpful Report

Posted 1 year ago

“This company is an absolute joke, trying to resolve a complaint is near impossible, spent 6 hours on the phone to them over the last 6 weeks, just been onto then again and they hang up on me, absolutely furious”

Helpful Report

Posted 1 year ago

“Paid bills in September and October now I have another bill which covers the time frame of August until November now waiting on the phone to speak to someone british gas rip people off and need exposing”

Helpful Report

Posted 1 year ago

“I cannot count how many occasions I have contacted them, hours of my life for appalling service. No follow up or actions taken. Extremely unhelpful. I waited at home all day for an appointment but the engineer never showed up, I was not notified of a cancellation and waiting until 6pm when I should have been in the office at work. I also waited at home for a phone call booked weeks in advance because that was their only available time to call me and I would need to provide meter readings. They never called me. This was after them refusing to send anybody out to check our incorrect meters for 3 months of me asking. The readings were saying £800 for our energy bills in one month (when we were on holiday), they still refused to send an engineer and insisted it was correct. The woman was rude on the phone (one of the million times that I called). They then threatened me with debt collectors after one British Gas consultant advised me to cancel my direct debit. When they eventually came out to look at the smart meter they agreed it was faulty so changed it. Then the monitor they installed at the time did not work and wasnt showing readings for gas. They did not install a carbon monoxide alarm as was promised (I believe this is a legal requirement and I asked specifically for the man to do it). I have asked for an email to confirm my complaint but did not receive one (on three occasions). Absolutely the worst service I have ever experienced, cannot stress enough how terrible both their customer service and processes are.”

Helpful Report

Posted 1 year ago

“Diabolical customer service, who fail to listen and fully understand your complaint. Make wrongful assumptions and hide behind policy for policies sake. Appalled by how a long serving customer has been left with damage to my property that they claim to have repaired when they haven’t, have failed to listen to the fact that they haven’t completed the necessary repairs to the property. Have left us with a leaking toilet and holes in ceiling and bathroom while my partner is recovering from cancer. Avoid this company at all costs, they fail to complete repairs, because they are Ill equipped with poorly trained staff, who keep telling me they can’t complete a repair, but when pushed they suddenly can. I’ve been paying for a service that is not fit for purpose as they cannot make good on faults when it comes to plumbing, and keep telling me all the reasons why they can’t do such and such, displaying poor and negative attitudes, refusing to escalate when requested and constantly stone walling in the hope you will just go away, 4 months in still no resolve, and I am not going to go away quietly. If you have this service in place, cancel it now, there are way better companies out there, who believe in assisting their customers when they are in need, rather than looking for every excuse not to fulfil the contract you have with them.”

Helpful Report

Posted 1 year ago

“Useless! I have been trying to change our electric to a pay monthly account to match our gas for months! They keep saying they need to migrate our account and can only do this Monday-Friday. When I call in the week they pass me from team to team for over an hour and never actually migrate the account. I've tried all forms of modern communication at this point, I might send a carrier pigeon next!!”

Helpful Report

Posted 1 year ago

“I concur with every bad review on here about poor customer service. Over 30 yrs as a customer of BG Home Care which has gone completely downhill. Very difficult to speak to a human being, I abhor the automated phone lines, and will not use a chat bot service. Multiple engineers out to fix a growing list of problems with central heating and hot water. Two more faults caused by the engineers themselves. No one has an oversight of the problems, happy to pass it on to the next engineer that has to come out. Very dissatisfied customer here.”

Helpful Report

Posted 1 year ago

“I keep getting wrong bills all seem to be made up, Bills are getting silly now they say i owr almost £2,000, I used to belong to ebico and never had any trouble was with them for yrs . They left and i was put with bg, I like to pay quarterly but since being with them am having this problem. It feels like they are just guessing an amount”

Helpful Report

Posted 1 year ago

“I've been a B. Gas. homecare customer for a long time paying by monthly direct debit last year I had water running out the outside overflow pipe and had to wait for two weeks without hot water when the engineer arrived he said this is an easy fix? and I don't think he was at the house more than ten minutes that's how easy it was too fix? This year end of October beginning of November same thing happened water running out the outside overflow pipe but this time it ended up being a botched fix? 5 visits for a very simple fix doe's this not tell you some engineers need to be retrained?...1st engineer pumped up an expansion vessel then left water was still running out overflow?...2nd engineer fitted a new valve which didn't work ? the same engineer left two drips under the boiler?... 3rd engineer he fixed the water that was running out the overflow pipe so that was now fixed?...4th engineer he came and looked at the underside of the boiler to see where the dripping water was coming from and said I needed two new parts and he would be back on the Thursday he didn't turn up and didn't even have the decency to phone me?...5th visit engineer comes with one part he then goes and looks at the other part under the boiler to see if he could order it he then said that part is obsolete and it's a waste off time fitting the part he had so I asked him if he could tighten the nut in question which he tried to do but I still had two drips caused by a B.Gas. engineer I'm sure this engineer could have done more to help me but he didn't? So at the moment the boiler is working fine I've managed to fix one drip myself and have got a little pinch more on the other nut the water coming out is bearable? I think if the last engineer loosened the nut and put some ptf tape around it I believe that would have worked going by how much water is coming from it now? I'm over 74 years old and this is how B.Gas. look after the elderly. John Reid 17/11/23.”

Helpful Report

Posted 1 year ago

“They tried to overcharge me by £720 this month!!! I'm a careful user of energy, and my bill is always under £30. The customer "helpline" (poorly named as help is far from what they actually provide), resulted in a rude woman shouting that "they don't make mistakes" that I should just "pay it". I tried to explain that it was obviously an error, and I wasn't going to pay for energy I haven't used, but she kept talking over me and refused to listen to anything I had to say. I'd honestly give this joke of a company zero stars if I could.”

Helpful Report

Posted 1 year ago

“I have a credit balance with British Gas and requested a £1000 refund from an online chat representative on 25 October. I was assured, exact quote: "I have issued the refund for you amount £1000; you will receive the amount within 5-7 working days in your bank account :)" I didn't receive it. On 10 November, 12 working days after it was promised, I got another representative. This time I was assured, exact quote: "as its not received to you I've asked the advisor to kindly get back to you with its status to you as an urgent priority refund query....Sure, you'll receive the email from the advisor in next couple of hours" I didn't receive the email and contacted chat representatives again several hours later. This time, exact quote: "As the amount was high this was pending formrefund team for sometime. But i am happy to see that it has been authorized and soonyou will be credited with it'" I asked for a confirmation email, and received this on 10 October, exact quote: 'This is to confirm that the refund has been issued by the payment team for £1000 on your account which whould be refunded to your bank on or before 14/11/2023 as per the processing time." The refund didn't arrive (of course!) so I contacted BG again on 15 November to ask where it was. This is the response, exact quote: "Tthere is no refund issue from our side I'm really sorry for that." And why was there no refund? Exact quote: "i see your refund is showing cancelled because your bill has not been generated last 28days". Well -- the reason 28 days have elapsed since the last bill is that BG has failed to pay the refund from 25 October when the request was within the billing period, to 15 November when it wasn't-- all BG's fault!!! And what willl BG do about it? Exact quote: "To process the refund the direct debit collection date should not be more than 3 working days and your next direct debit date is on 16.11.23 that is the reason we are unable to process the refund". So after all that, I am right back where I started -- worse off, actually, because I have to wait 3 working days from 16 November to even BEGIN the refund ordeal again. During all this time I have not received even one message from BG telling me my refund is delayed or cancelled. I've been with BG for over 40 years but I notice that their rival Octopus has MUCH better customer reviews.”

Helpful Report

Posted 1 year ago

“rude incompetent engineer... 'repair' completely bodged and failed the following day ... dreadful 'service' ... 5 hour appointment slots ensure maximum inconvenience for customers”

Helpful Report

Posted 1 year ago

“Awful, awful, awful. British Gas moved to a new billing platform which disconnected my original account and the new one that they then gave me. Then because I was not occuppying the house, their payments system couldn't cope with the low meter readings I was giving them. The operator at the South African call centre made up a higher reading to get this into the system then I was given a really high bill. I had a hell of a job getting my money back, with complete incompetence at the call centre. I couldn't even get through to a manager. Later when I had sold the property, British Gas continued billing me despite giving a clear final reading and paying the resulting bill, I've no idea how they made up the figures and no one could explain. A nightmare, you have been warned!”

Helpful Report

Posted 1 year ago

“New contract with BG Homecare. Waited a few weeks for a boiler service. Last appointment of the day and at 17.02 was told he was on his way by their technology. Evidently, as it was the last call of the day, the engineer went home and was a no-show. Apparently, it was my fault as I didn't answer my phone. If only it had rung! If only he'd found me on google maps and come knocking on my door. I've now cancelled my BG Homecare policy. Tomorrow I will move my energy supplier to a company who actually gives a damn.”

Helpful Report

Posted 1 year ago

“With holding my refund for 4 months and still haven’t received it, constantly being lied to by the people there, they are beyond a joke don’t even bother with them”

Helpful Report

Posted 1 year ago

“If I could give no stars , I would Nearly 1 hr 45 m to pay a bill they sent me stating how much to pay They then wanted to charge me another £19 and I have refused to pay it I’m sick to the back teeth of how British Gas treat their customers I will never use their pathetic phone system and their supply ever again I’m now with another company , I’m already paying them and British Gas are still trying to charge me again The customer service team don’t want to help, the one I spoke to put me back into the system and I had another 40 min wait for another person to take the payment !!! Avoid British Gas at all costs”

Helpful Report

Posted 1 year ago

“If there was a no star option i would use it. Absolute pathetic excuse for a company money grabbing good for nothing robbers. Customer service is diabolicle. Line is terrible when calling there call centre in Africa i had one agent that yawned 🥱 twice when i was trying to get mg problem sorted out they sent me a bill for over a grand on the 21/2/23 they said it was because i had not done my meter readings from 2021 to 202s . It took me 7 months to pay this debt off . They sent me a payment card to pay at the post office and agreed a payment plan which i did my meter reading on the 6th of the month then i would pay the 10th of the month . Then they started sending me letters saying i was behind wih my payments then they cancelled my payment card because i was behind with my payments and ended up.withba bigger bill as apparently its more expensive to pay with a payment card which i had no idea . I eventually paid the debt off on the 11/8/23 and fed up payment plans so i just paid the 281.81 pounds i had left to pay so i thought as it went down to 0 as i was elated then then i did my meter reading on 6 /10/23 and they cancelled my payment card and said i owe 446.73 what a curveball. I rang them up and got a yawning agent in africa . I regret paying the whole lot off in full which left me quite poor that month then i moved to octopus energy on 4/10 /23 then bg charged me 98.59 and on the 8/11/23 my debit card was declined and they had taken out £687.75 then returned it as not enough funds . I was livid and rang them and they cut me off after much anger they asked me to do a meter reading on the 9/ 11/23 and bill went down to 4.87 . I paid it off but still have 1000 of credit which they deny . Worst company ever moving to octopus hopefully plain sailing from now on”

Helpful Report

Posted 1 year ago

“It’s the worse company for customer service. These customer agent don’t have a clue about anything. Agents don’t even understand anything. I am well frustrated with British Gas. I am trying to explain them issue with my electric metre since 1 year n half . Fed up and now I am switching to other supplier. Hell with this company who has this type of customer service, when we paying our bills on time. DONT HAVE THESE SUPPLIER NEAR YOUR HOME”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,021 reviews