British Gas Reviews

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

1.2 Rating 3,028 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,028 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

“I set up a homecare plan with British Gas in August. Since then, I have booked 4 boiler services and none of these have actually happened. With regard to the first service, the engineer phoned me to say that someone had "gone into the back of his van" and that he would not be able to come. Ok - can't be helped. He then "rebooked" this for the following day. Did anyone show up - no! I had an online chat with one of the staff who booked in another service for a Friday morning. Did that happen - no. Apparently the appointment was left unconfirmed. I then spoke to someone again and expressed my frustration - they apologised and booked a "special slot" on a Saturday in NOVEMBER. Knowing the service I had already received, I logged onto my account and could see that no upcoming appointments were showing. I did another online chat to try and resolve this and was treated appallingly. The agent was rude and unhelpful, putting exclamation marks at the end of her speech. No understand, no empathy, and no customer service skills whatsoever. I have taken a total of 3 days off of work to stay in for services that have not ended up happening. I have now cancelled my cover and am going to go elsewhere. I would STRONGLY RECOMMEND that people DO NOT deal with British Gas.”

Helpful Report

Posted 5 years ago

“I was billed 9 months after leaving British gas, for an address that I no longer lived at, despite not being warned of any outstanding charges during this time. I now have to pay the full final bill on my own, as I am no longer in contact with the other tenants or the landlord. Perhaps it is my fault for not constantly checking my account (which I can't see even now because the system is being "upgraded"), but this service is not built for people who rent or move frequently. It's drawn out and can be confusing. Avoid.”

Helpful Report

Posted 5 years ago

“Cowboys... Homecare is rubbish. Waited two days for servicing and wasted 10 hours of my life. When I complained they said it is offensive (did nit say a bed word) and I should wait as in terms and conditions - third day next 5 hours... What a corporate cowboys.”

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Posted 5 years ago

“F*ing terrible customer service. Start hiring people who speak English.”

Helpful Report

Posted 5 years ago

“WORST CUSTOMER SERVICE I HAVE EVER RECEIVED!!!!! Checked my credit file to find I had been given a CCJ from a previous address (unknown to me) over an hour on the phone to customer services who said they would look into it and call me back, 48hrs later called back to confirm that if I paid the bill in full it would be removed from my credit file, I genuinely believed this matter was resolved. two weeks later called to say it was still showing on my file, after yet another hour on the phone was put through to Debra Cook in complaints who aggressively said I was lied to by their member of staff and they will do nothing to remove the marker, and very aggressively told me I should of paid my bill in the first place? also its irrelevant of what I have been told by their own staff, there will be No Further Assistance on this Matter!! It Appears that they quite happy to Lie and tell you anything what's so ever to get money owed, and have No Conscience to the impact on peoples lives!!!! If you are thinking of changing to British Gas as a Supplier, BEWARE! you will be genuinely better off with any other supplier!”

Helpful Report

Posted 5 years ago

“Absolutely dire service response from the on line chat system. Oh yes will phone you back- no chance!!!! Phone number contacts keep changing wasting time and money to the customer!!!! Once you eventually make connection with a UK call centre operator and are with the right department, hopefully and usually get someone to help you. Dont blame staff, its their systems that stink!!!”

Helpful Report

Posted 5 years ago

“Thoroughly incompetent billing and complaints deprtment. Don't expect Ofgem to hold the company to account if you escalate your complaint.”

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Posted 5 years ago

“The company’s app is rubbish, especially the link “message us”, it’s been a week now and I am still waiting for someone to help me out. Once you’ve closed the app, there is no chat history saved!!! What is the point of this service then!?”

Helpful Report

Posted 5 years ago

“This would be no stars if I could, I've complained more times then I can remember about the rubbish website, ten pound top ups went on twice AGAIN!! This evening, will not be topping up online again.”

Helpful Report

Posted 5 years ago

“I thought we were paying good money for an emergency homecare service, but guess what British Gas don't have any engineers. Just been told we have to wait 48 hours for a Dyno Rod engineer. I won't be renewing.”

Helpful Report

Posted 5 years ago

“Booked a service 3weeks in advance, night before engineer due, had phone call saying all engineers on an emergency !!! Southampton is a big city, an emergency is an immediate issue, how can the many service engineers be on an emergency 24 hours prior to my service appointment !!! Rubbish !! Also the caller from British Gas when making an appointment for my replacement service asked if we had parking ? What's that got to do with a service ???! Do they need a helipad ???? I offered to go and pick him up, hilarious !! We have a driveway for 3cars what a sham !!!!”

Helpful Report

Posted 5 years ago

“Absolutely terrible company. They fail to sort out issues, send incorrect bills, and each British Gas representative tells a completely different story to the last. No communication between departments, and don't even bother trying to raise a complaint with them, as it will get lost in their system and they will not action it. They're largely incompetent and customer service is appalling, I completely regret being a customer of theirs.”

Helpful Report

Posted 5 years ago

“If i could give zero stars i would! 9 months to settle a bill and i am no further forward. If you are reading this PLEASE, PLEASE, PLEASE don't use these serial conmen and women. They have been the bane of my life for what feels like an eternity.”

Helpful Report

Posted 5 years ago

“British Gas Homecare is utter rubbish. Waited 22 hours for an emergency plumber, only for them to send someone that didn't do 'that sort of plumbing'. Don't waste your money on these money grabbing, soulless, corporate cowboys.”

Helpful Report

Posted 5 years ago

“terrible ripoff company. i was with british gas for years and it seemed every year the price just kept getting higher and higher. i live alone in a small flat with no heating just hot water from my boiler my normal bill from these people was £45 per quarter the gas i used per quarter came to no more then £7 the rest is their standing charges . I have now switched and so glad to get away from these people. ofgen lower the price cap and they lower their price per unit but what they don't tell you is they then put up the standing charge and you end up paying more then before.”

Helpful Report

Posted 5 years ago

“It takes so long to sort out the wrong bills, the collection department keeps asking money, after they sorted out the wrong bill, they still handed my information to the financial soulution company chase for money.”

Helpful Report

Posted 5 years ago

“I had to try to deal with British Gas to get a pay as you go meter changed. After one call to set up my account, I was told to call back the following day (SSE can do this on the same call). The phone number I had been given didn't work: It rang twice then hung up immediately. I tried the original customer service number, answered all the automated questions, got put on hold for ten minutes and was then handed to a human, who asked all the same questions, then put me on hold for another 10 minutes, and then I was cut off. I've redialled the number and I'm currently five minutes into the hold music as I wait to start from scratch again. As soon as they've installed the new meter at their expense I'll switch to a new provider.”

Helpful Report

Posted 5 years ago

“British gas used a subcontractor to install my new boiler (although gave him a corporate shirt to hide it). Missed first date. Left installation incomplete after day one and with a dangerous gas leak for which I have just had to call out the emergency network (0800 111999). Now totally stressed and worried about the installation and without any gas let alone hot water, but really don't want them back in the house. Makes a mockery of their adverts.”

Helpful Report

Posted 5 years ago

“I am so frustrated, I can't even bring myself to write a review that is sufficiently scathing. As there are abundant negative reviews, I will allow you to stew on them. British Gas service is CR*P”

Helpful Report

Posted 5 years ago

“The website is absolutely rubbish. The pages don't download fast enough. Tried downloading a pdf on energy rates (current and past) and the laptop crashed. Rather than concentrating on interactive web with a lot of unnecessary info, keep it simple like some bank websites.”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,028 reviews