British Gas Reviews

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

1.2 Rating 3,020 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,020 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

“Bought a new house which previous owner had left £200+ debt on the meter. I have been trying to clear it over the past 3 weeks and been to pay zone 6 times to try and clear it using multiple RTI and Emergency Credit instructions. Found out on Sunday that company policy is only to send customers out 4 times, no more. Found out today when they tried to send me out for the 7th time that they won't do anything until I'm off grid and my gas stops working. So even though I have done everything that was asked, tried to fix it for the past 3 weeks spent hours on the phone and going to the shop and back, they won't do anything until I have no hot water and can't cook. The customer service is awful and they have gone against own policy and kept sending me out despite knowing nothing will change until gas stops working. They have no understanding of work and expect you to be home 24/7 whenever they ring. I have sent pictures of my meter on 4 occassions and they still ask me for more. They don't track their service at all so I have to reexplain and resend information everytime. I will soon be without gas despite doing everything I was asked to and more. Being punished for someone elses debt. Don't go with British Gas, nightmare company who will quite happily let a customer which is on the priority service list to go without gas and send some out with MS to go to the shops multiple times.”

Helpful Report

Posted 4 months ago

“DISXUSTING NO CUSTOMER SERVICE AND BILL YOU THOUSANDS AS THEY HAVE A MIGRATION ISSUE WHICH THEY DID JOT TELL YOU”

Helpful Report

Posted 4 months ago

“One of the,worse utility businesses I have ever dealt with - not a month goes by without having to spend hours on the phone trying to rectify my gas and electricity reads and wrong billing - raising a complaint means nothing told different stories from one agent to another some agents in South Africa and difficult to get them to understand your problems- as soon as I can get my accounts in order I will move my business- but gid knows when this will be !!”

Helpful Report

Posted 4 months ago

“Dads meter broke so he cant top up his electricity. Spent 2 days trying to get a repair or replacement. Still no further forward. Been passed from pillar to post. Advisors lying about what they told me, changed goalposts for repair and left my elderly dad without electricity. It is still not sorted. I'm lost for words about how appalling this company is. They should not be allowed to operate like this.”

Helpful Report

Posted 4 months ago

“Run from British Gas now. Disgusting company complete shambles. 40 yrs ok ,now messed up my account want 380 from me say i have to pay back there mistake but i have to pay. Trying to get anything sorted is a joke 2 wks later still no joy with them. So paying their mistake and leaving. DO NOT STAY OR JOIN UP TO BRITISH GAS YOUR REGRET IT, WISH I LEFT SOONER.”

Helpful Report

Posted 4 months ago

“Hopeless 😔”

Helpful Report

Posted 4 months ago

“One of the worst companies I have ever dealt with. Call centres in South Africa so the language barrier is a major issue. Clearly paid far less than in the UK. It was so difficult to speak to an agent In this Country. Promises to ring back hardly ever materialised. I was on a payg meter and they would not allow me to have it switched back to a credit one. As soon as I owed around £40 of course they got in touch then, threatening me with a debt agency. Clearly they do not care about their customers. I wasn't allowed to switch to another company as they kept making excuses. Finally the meter was switched back to a credit one. I eventually switched to Octopus 🐙 Energy. One of the best decisions I have ever made. The expression banging your head on a brick wall doesn't come close to how that company made me feel. That chairman of BG should be prosecuted. A vast number of engineers were either sacked or left. DISPICABLE company. Yes and the chairman took home over £8 million. Doubled from the year before.”

Helpful Report

Posted 4 months ago

“I love the idea that the engineer was 28th in the queue to speak to British Gas and was sat half an hour in his van before giving up. However some advice could have helped him as he left me worse than when he came. My smart meter was showing gas and electricity readings but sending only gas readings. After engineer’s visit it now shows only gas reading and I have to go the actual meter in the cupboard for the electricity reading which it still isn't sending (ie worse off than before). Also the website still shows a two-rate meter but the engineer made it one tariff as I requested, so I can no longer enter the electricity reading manually as it is set up for a two-rate meter. As the new meter started at zero I think entering it may only confuse things anyway given the last reading is still online. Shambolic - I'd renationalise the entire utility networks - bunch of profiteering cowboys.”

Helpful Report

Posted 4 months ago

“I am very saddened to having to write to B/G regarding my query on chat line on Sat late July 2024,, I called the chat line & asked if my direct debit account could be checked out as I felt that there was an error with it, the agent with whom I dealt with was extremely unhelpful, rude & quite aggressive,so much so that I was totally aghast when the agent suggested putting debt collectors on to me, I have never in my 50 years with British Gas ever encountered anything like that, I came of the chat line feeling totally upset & very unhappy with this agents dreadful response..I have to stress that all the years that I have been with B/G I have at all times found all staff to be very supportive, I have always had an excellent rapport with all the team.. I feel that on this occasion, the agent I dealt with was very much a one off, unskilled unhelpful peson, certainly not a people's person ,& badly lacking in manners,.. I apologise for having to write this review, as British Gas has always at all times been the top energy company to be with,so much so that throughout the years I have recommended many friends & family to B/,G and they too have been delighted by the service that they have received..I guess one unhelpful agent can put a damper on everything..Ms Maureen McKee..x A/C no.. A 17335217..”

Helpful Report

Posted 4 months ago

“The worst company ever especially customer service I did write three or four emails regarding issue. Nobody reply at all. Since May the promised me to change my meter from credit tell top up meter keep a promise promise promise I did complain someone called me her name Nicole she said will be done in week was waiting three weeks. I tried to write to her. She never replied again she disappeared And I called again. I spoke to Claire Claire she told me Same wait one week will be done and I wait wait nothing happened and then I decide to move out to other supplier utility warehouse they done the job was in one week. I’m happy now I have top of meter working , well done”

Helpful Report

Posted 4 months ago

“I spoke to a representative yesterday by the name of Pumba who was extremely helpful and answered my questions thoroughly. She had a clear and pleasant manner throughout.”

Helpful Report

Posted 4 months ago

“Smart monitor wouldn't connect to meter was on phone for 20 minutes only to be told that I wouldn't be getting a update. Was told to download app I am no good on computer and my eyesight is not that great. Don't think they care about you only care about money.”

Helpful Report

Posted 4 months ago

“If I would give 0 stars I would honestly what incompetent customer service agents which they hire from south Africa- could not handle a simple query and abrupt and rude arrogant individuals- logged complaint and said a manager would call in 72 hours what a load of cobblers. Still waiting and they still haven't sent an updated bill”

Helpful Report

Posted 4 months ago

“Im with BG 14 years never had a problem until last year October when they change to new billing system. Since then its absolute mess. They were taking money from my account and I had direct debit. I acanceled direct debit and only payed what i used every month after they issued me monthly bill. Suddenly they issued me £700 extra bill as apparently they weren't receiving my meter reading from my smart reader. I spend hour and hours on the phone asking how come I was still charged monthly and then got extra charge. Every adviser was trying their best, but clearly had no clue what to do. I strongly disagreed with extra bill and made complaint, that was in march, nobody get back to me till now. And I had to pay the money as they were threatening my with collectors. Absolutely fraudsters !!!”

Helpful Report

Posted 4 months ago

“British Gas don't even deserve the one star rating. I've been trying to sort out with them an incorrect debit to my When account.when I disputed a £600 debit on my bill then escalated to over a £6000 debit. I owe neither amounts. I have now spoken to my local MP and energy omnisbus service. This is affecting thousands of their customers across the UK Absolutely despicable tha amount of stress and anxiety British Gas are causing to individuals. DESPICABLE”

Helpful Report

Posted 4 months ago

“Been with them 14 years!! Gone worse! Customer service is a nightmare and no help! Waited months and still no repair for my smart meter! Also they have separated my accounts for electricity and gas! I asked them to merge and they said they can’t! Rubbish and won’t return!”

Helpful Report

Posted 4 months ago

“If I could give 0 I would. Complaint handling poor, estimating our usage over 3000kwh more than the actual meter reading which we submitted on multiple occasions but nothing ever done, stating over £1800 owed when there are no gas appliances in the property due to renovations and a disconnected gas service and now a court letter slapped through our door - I will be appealing and I will NEVER recommend or use British Gas again - worst supplier ever”

Helpful Report

Posted 4 months ago

“Shocking service. Dont seem to understand that due to disability I can not speak on the phone . Dont provide new customers with a smart meter card. Nor a correct account number!! I'm about to change company”

Helpful Report

Posted 4 months ago

“Impossible to speak to a line manager after 2months of trying to resolve my query on my bill. I'm on first name terms with the lovely girls in the Durban call centre...I've spoken on line to more call centre staff ..filled in complaint forms etc etc but still not resolved. Been given several complaint reference numbers!! Received a letter saying sorry you're unhappy don't worry we are looking into your complaint and will be in touch in 21 days....nada nothing no contact. Back on the phone to Durban..promised escalation of my complaint again for the umpteenth time.. nothing. Asked for deadlock letters to take it to the Ombudsman ..still not received any. I'm losing the will to live...this has happened since changing my account to the new system...the old system worked perfectly...I feel like I'm being overcharged by a glitch in the new system by the way it has generated my bill but it is impossible to speak to the line managers who simply will not respond to my efforts to resolve this situation. I'm at a loss and feel like I'm just going to have to pay what they say close my account and move suppliers. Can anyone recommend a company with good customer communications.?”

Helpful Report

Posted 4 months ago

“This is for all that truly think these people calling themselves “ British Gas” as yesterday they came to my home, with the police, under the pretence that someone tampered with the electric and broke into my home when I was not at home, to force a smart meter upon me, when I many times to them I don’t want a smart meter! This proves in fact, that we are dealing with terrorists here, non of this is normal and very extreme! Now I won’t use a smart meter because of the effects it has on people through radiation etc! I later called them up demanding they remove it, or I will, as there is no way I’m going to be using that bad that makes people sick etc, research the effects on YouTube, don’t believe me, see the facts! They have told me I must wait until next week for an appointment, knowing that I will not be using that box, they don’t care, cause there is an extreme agenda behind all this, to go to extremes of smashing someone’s door in to put a smart meter is insane, fact! They label themselves with names people can’t see past, but in reality, there actions speak louder then their words in fact, which is terrorism in fact! I will have to start investing in a generator then, if nothing is solved by next week! No one forces me without consent!!!!”

Helpful Report

Posted 4 months ago

British Gas is rated 1.2 based on 3,020 reviews