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

“Ended up with BG after my supplier went bust, and can't change away from them as no one wants to accept new customers. They more than triple my direct debit every 6 months when they get an opportunity to 'review' it, even though my account is in credit at the end of each 6 months. Currently on live chat to them because they've violated the T&Cs of my direct debit by taking more than the agreed amount with no notice.”

Helpful Report

Posted 2 years ago

“Everything. They overcharge, keep changing the Web site, don't pay the government support £66 on time. Added fraudulent charges to our account, set DD way higher than necessary. Took them to the Ombudman, BG offered "sincere apology" only to continue behaving exactly the same way immediately afterwards.BG don't care so long as they can charge you and get away with it. Advise to anyone with them check your bills ,meter readings etc. There will be something they are trying to overcharge you with.”

Helpful Report

Posted 2 years ago

“Had the misfortune of automatically being took over by British Gas when my previous supplier went into admin last year. First few months expected bit of up down till familiar with my usage or they received my historic info. 12 months later they got no more clue than had at start despite my monthly readings.... One min need pay more...Next payin too much....added bonus of warning I will be in debit end of plan....then send me a balance I tried storing on account for winter back with no warning??? Only got accurate bill twice in a year.....and thank god I overpaid all their DD suggestions as I just about covered the last 6 month bill..... The app and online account are about as much use as a chocolate fireguard regarding up to date usage...or anything remotely important. But I would say from my experience an easy way to build up debt if left 6 month at a time. Tried at beginning asking if could get monthly statement so could monitor....nope. International Call centre answer was don't worry if you owe us we will tell you....in 6 months when next bill you( a fortune owing.) That could mean a remortgage with the price of energy. I have just switched supplier. Nobody could be as bad as this... And never have I dealt with such poor account information so leaves you pretty much praying your own usage/cost guess work is better.”

Helpful Report

Posted 2 years ago

“the WORST company i have ever encountered had no gas for 5 days and they laugh down the phone and hang up on me, im diabled with a child and british gas caused me to have a full on breakdown. thats how good they are. INDIAN CALL CENTER DOES NOT CARE. BRITISH GAS?”

Helpful Report

Posted 2 years ago

“After a failed appointment in October we expected the next one to be met but once again a no-show between 0800-1200. Call the contact number and sat for a long, long time in the queue and finally got an operator. I explained that the appointment was not kept and I was told I had the times wrong. This person said the appointment slot was 0800-1700 - not what my letter said! Anyway, at 1630 a technician arrived to do the smart meter installation and he also told us the appointment slot was 0800-1700! The smart meter work was completed and when I asked about the remote monitor and instructions for any adjustment to the meter I was told I needed to do that online. I was not even invited to see the meter which is outside our flat in a surface box. So, I have no idea how the smart meter works, who to contact with any problems, why I have no monitor fitted or what to expect from this unit. In my opinion Scottish Gas is an absolute shambles of bad organisation, failed communications - both written and by telephone, text or email. I cannot believe this service standard is allowed to continue so assume your management and operational staff are completely inept!”

Helpful Report

Posted 2 years ago

“We have a Homecare Contract, which includes a boiler service. The service was due this morning between 8 and 1pm. I took time off work and they didn't turn up. Last year they sent engineers on 3 different occasions who were not registered for Calor gas and so could not do anything. Poor service when I am paying £45 per month Please beware !”

Helpful Report

Posted 2 years ago

“3 different quotes from 3 different members of staff for insurance”

Helpful Report

Posted 2 years ago

“Worst app, customer support ever!!!!!!! No one everonline to help you.. They have no issue taking money though.... I don't want to give them 1 star even”

British Gas 1 star review on 1st December 2022

Helpful Report

Posted 2 years ago

“Worse ever company”

Helpful Report

Posted 2 years ago

“Utterly abysmal; a disgusting lack of service. My 90 year old mother has received her latest bill and needs to query the amount - apparently we have used far more this year than last year (NO, we have not; if anything - have used less, considering the times we are living in and being 'extra careful!!). Can we get hold of anyone? After 4 hours, no. At one point, 'homeservices' answered (after about 3 hours) - gave her a number to ring. Since then, again, no answer. We want someone to come and read our meter, not very strategically placed (!) in the garage. She can't - she is disabled and unable to bend low down to read figures. I can't - I've hurt my back and again, can't get down there. We want a meter reader! Website doesn't seem to cover this at all - and when I tried the 'webchat' - question wasn't recognised - and then it told us that 'our provider has ceased trading and we need to transfer to British Gas.' We have NEVER been with any provider OTHER than British Gas. So - we cannot query the amount to pay; we cannot access a meter reader; we cannot ask anyone anything about anything. What the hell is this like for vulnerable and/or very elderly people living alone, with nobody to support them or help? It seems I am perforce to give one star for this 'service' - please read that as zero. Stinks!”

Helpful Report

Posted 2 years ago

“Nothing ‘British’ about them. Absolutely shocking customer service. Unable to actually resolve any issues! They should be shut down. Lies and more lies from each customer service advisor. None of them have a clue!! The best bit is when they hang up because they have no more answers to help you resolve the many problems, after waiting 50mins-1.2 hours to actually get through to them.”

Helpful Report

Posted 2 years ago

“the worst company ever. No review on my balance, unable to see any information on my online account, holding monies in credit, no payment for the £66 for November, no readings from my smart metre for my gas. Cannot contact anyone to discuss the mess they have made, keep changing my Direct Debit without notifying me. Keep canceling my old bills and replacing with new, some pending for weeks. At my wits end with it all, no contact from complaints for weeks.”

Helpful Report

Posted 2 years ago

“If I could give them zero stars I would. Impossible to reach anyone. If your problem doesn't fit into their electronic system/website/app, you go through loop after loop on the phone and then face hold times of up to one hour. Just ridiculous.”

Helpful Report

Posted 2 years ago

“Difficult to know where to start it's soooo bad! So many phone calls to get something sorted, nice but untrained hopelessly ineffectual people answering the phone. They are clearly located in South Africa - does this explain why they cut you off so often? Every time they put you on hold multiple times during the call to presumably ask advice from another person?? Very poor, each call takes ages. Problem which is that they are still billing me for a property that I no longer live in and told them about months ago is still not definitely resolved. I would never use them again.”

Helpful Report

Posted 2 years ago

“Absolutely disgusting service after almost 40 years with them, now can't even contact them and supposed to be PRIORITY customers, looking for another supplier”

Helpful Report

Posted 2 years ago

“Let me give you a brief history of my interactions with British Gas, regarding the EBSS vouchers that all British Gas customer were supposed to receive. 19th October 2022 I first contacted British Gas to find out when I would receive my first voucher of £66. I was told I would get the voucher THAT WEEK. I didn't. 26th October 2022 I contacted British gas for the second time. I told them that a week ago I was told I would get the voucher that week, but I still hadn't received it. They told me that due to the royal mail strikes, they were delayed, but it will be with me in a few days. 4th November 2022 I contacted British gas for the 3rd time. I tell them that I still haven't received my OCTOBER voucher and its now November (all my other post was arriving on time so the Royal Mail strike had nothing to do with the voucher not arriving on time). This time they tell me that they'll send me the voucher to my email address. It will take a few days. Not sure why an email would take a few days but I just accept I'll have to wait even longer. 9th November 2022 I contact British Gas for the 4th time. I tell them I haven't received my voucher in my email like they promised. This advisor tells me that I won't receive an email, that the voucher will definitely be coming in the post (so the previous advisor just straight up lied when she said she'd sent them to my email address), and I would definitely get them in a few days. I really don't believe them at this point but I decided to wait a few more days. 16th November 2022 I contact British Gas for the 5th time. You guessed it, I still haven't received my voucher for OCTOBER. We're halfway through November now. This is getting ridiculous. This advisor tells me that the vouchers all had to be cancelled and reissued. Not sure how you cancel something which was supposedly posted 4 weeks ago, but once again I decide to wait "a few days" like this advisor suggested. 23rd November I receive a text apologising that the NOVEMBER voucher was late. I still haven't received my OCTOBER voucher. This makes me angry, so on 23rd November 2022 I contact British Gas for the 6th time. I tell them I'm not waiting anymore. I want my voucher to be sent to my email now, or I want to speak to a manager. They tell me I will get BOTH VOUCHERS this month (November 2022) so to wait a few days. I've had enough now. I ask to speak to a manager. Manager Vikram Singh tells me that they don't actually know when customers will receive the vouchers, and that every single time over the last 6 weeks that a British gas employee has told me I'll get the vouchers, it was a lie. They are lying to all their customers. They never sent the vouchers, and they have no intention of doing so anytime soon. I've posted my ordeal online to see if I get a response, but British Gas don't seem to care. So I'll be submitting complaints to the energy ombudsman services, and obviously leaving scathing reviews anywhere I can.”

Helpful Report

Posted 2 years ago

“Shocking customer service. They will pass you from one person to the next without resolving any problems. No one seems to be able to sort out issues. AVOID THIS COMPANY AT ALL TIMES.”

Helpful Report

Posted 2 years ago

“I feel guilty that I recommended British Gas to my daughter in law. It went smoothly in the beginning, but this last 6 months the gas care has been a nightmare It would take 3 A4 sheets to explain front and back They shouldn't be duping people with all their jargon of how good and honest they say they are”

Helpful Report

Posted 2 years ago

“British Gas are breaking the Law (they have admitted this)! They are completing FRAUDULENT transactions! Their staff from the CEO to the cleaners are thick immoral imbeciles. The whole company wants shutting down! A disgrace to the good name of British!!!”

Helpful Report

Posted 2 years ago

“Vulnerable customer. We have no interest in your sales team. We just need help to keep warm. Been a British Gas customer since I can remember, looking elsewhere right now. I live alone and it is currently costing me nine pound per day. On UC I can only feed my dog and wrap up warm.”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,021 reviews