British Gas Reviews

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

1.2 Rating 3,064 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,064 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 16%
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 1st February 2025

Anonymous

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

100

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

“To reset a password on the app is a nightmare as it does not work. It locks the account too soon I understand security but the difficulty in trying to gain access to my account for access to bills is totally put of proportion.”

Helpful Report

Posted 3 months ago

“Don’t waste your money on British Gas Homecare cover. We’ve had an intermittent boiler issue, so intermittent that it took British Gas to do three visits before they could diagnose it. Three weeks later, they ordered the part and arrived back with the wrong part. Before checking whether they had the correct part they dismantled the boiler and destroyed the part they were replacing, which rendered the boiler useless. Four days in, the boiler is still broken and we have no heating or hot water. British Gas have told us that the part is now out of stock and there is no ETA when it will become available again. Absolute diabolical service from British Gas. We have two young children and no heating or hot water. Have spent many hours on the call with BG and get the same old response that they can’t do anything. We are now considering to buy and new boiler and then claim damages from British Gas (via legal action if needs be). Read too many similar stories from other customers, wish I had read them before. Stop wasting your money on a false sense of security with a British Gas HomeCare boiler breakdown policy, as in my experience it isn’t worth it.”

Helpful Report

Posted 3 months ago

“Successfully obtained a County Court Judgement against this third-rate wreckage of skullduggery. My claim was based on them trying to bully me into a smart meter, since they are known to have adverse health effects and my doctor explicitly advised not to get one. They haven't paid me despite the court instructing them to pay me forthwith. British Gas operates like an organised crime group.”

Helpful Report

Posted 3 months ago

“I'm not happy at all with british gas I booked for a engineer to come out I booked 8 to 1pm he didn't turn up intill 3pm I had heating to my property but no hot water the engineer put a new value on then broke something else on the boiler so I have end up with out hot water and no heating now so wish I didn't get british gas out now”

Helpful Report

Posted 3 months ago

“Awful customer service, 4 attempts to put an account in to my name. One of the times the call Handler hung up on me. I will be moving suppliers.”

Helpful Report

Posted 3 months ago

“Very poor customer service,engineer never show up booked twice and nothing happen”

Helpful Report

Posted 3 months ago

“On the 4th of June this year I fixed my tariff with British Gas to their Electric Driver v7 Electricity Only tariff, making use of their competitive rates for charging my EV vehicle overnight...or so I thought! I noticed that while my account online had updated to this tariff, my 'smart meter' was still showing that I was on their Standard Variable tariff. Concerned that I was going to be charged an incorrect amount I contacted British Gas and was advised not to worry about the smart meter because they could see that I was on the selected tariff and my bill would reflect the correct amount. I was advised that my tariff would sort itself out in a few weeks. 3 months later and my smart meter is still showing the incorrect tariff so I contacted British Gas again to be advised that my smart meter was clearly broken and an engineer needed to come out to fix it. What infuriates me more is that on the 1st October when the new energy price cap came into effect and my bill was sent to me a number of things happened: 1. My bill was incorrect and showing that I was on their Standard Variable Tariff. 2. My Direct Debit had been increased without my approval to compensate for the debt that I was supposedly in. 3. My Tariff online had magically changed to the Standard Variable Tariff. I contacted British Gas on a number of occasions through their very unhelpful chat service and their even more unhelpful Customer Services team who feel the need to talk over their customers, inform them that they're lying and tell them that they're wrong. Repeatedly. They also seem to have an inability to transfer phone calls to a customer services manager. I raised two complaints. One complaint for the service I had received and the second complaint for their inability to correct my account, despite me having an e-mail confirmation of my new tariff. I was advised that someone would be in touch within 10-14 Days. This didn't happen. I spoke to them via their chat system on consecutive days and was advised that my case handler would be in touch within 24 hours. This didn't happen. I called them and complained, I was advised that my case handler would be in touch within 24 hours. This didn't happen. I am still waiting for my case handler to get in touch to resolve my complaint. I have got tired of waiting so I have reported them to the energy ombudsman. It is virtually impossible to speak to anyone that is competent enough to resolve my complaint, nobody at British Gas is prepared to take ownership for their mistake, which they admitted to and nobody at British Gas actually seems to care one bit that they've made significant process failures at their end and haven't updated a customers account to a tariff they have confirmed via e-mail I am on. I feel like British Gas are simply hoping that I give up and the problem goes away because they don't have the intellectual capacity to retrospectively update my bill back to June when I fixed onto a new tariff. I will never use British Gas again and would encourage anyone thinking of switching to them, not to. Pay more for your energy elsewhere if you can get your Electricity from a company that know what they're doing. To British Gas if you bother to read this, I gave you multiple opportunities to fix the issue. I chased you multiple times to fix the issue and you didn't bother.”

Helpful Report

Posted 3 months ago

“Over the course of the last two weeks I have spoken to numerous customer service agents every day over calls and online support and I am having to reach out to you as I have not been successful. I have been hung up on, lied to and shouted at down the phone and my case handler Nontando and her manager Nosipho Mkhize have been rude, avoiding my calls and not returning calls after promising to do so. The situation is this: I have secured a property with my partner and I am in the process of getting a mortgage. Unfortunately due to disputes with British Gas (ongoing case: 18648935) previously about our account being overcharged by being billed three times in the same month and therefore being in debit, I had three missed payments marked against my account for July, August and September (which were paid in September 2024). The case regarding the overbilling of our account is still ongoing since May and was escalated on September 16th to no avail. I raised a case on October 8th (19716174) which was escalated on the 9th (19779155) and again on the 11th (19717712) and I have called tirelessly every day to remove these marks on my account as I am sure you can appreciate it is super time sensitive to ensure we do not lose the house and all the money we have already put into it already. My case was closed today (22 Oct) without updating me and I have seen that one missed payment has been removed but that took 2 weeks when I was told by one of the agents from BG it would take maximum 7-working days given the urgency. I have been overpromised timelines and have not received satisfactory (ANY) customer service as no agent or manager has been able to help me and I've been ignored, shouted at, hung up on and every conversation seems like they are just trying to get me off the phone. Now my case is closed, it becomes transparent that the original request was not relayed correctly. I need the mark on my credit account to be changed from 'missed payment' to 'undisclosed' (or anything that doesn;'t show the payment was missed) so that it doesn't show as a negative mark on my credit account. This is now a new case that was raised today, but I've now been told it will take up to 28 days by my new case handler Zola. Everytime I speak to an agent I have to re-explain my situation for it to be escalated and then for a call back to be promised which never happens. I have been told that the back office was not treating this as a priority as almost every agent told me they were, as they were still working on cases from September! There have been some helpful agents but all in all I am at my wits-end and still no resolution.”

Helpful Report

Posted 3 months ago

“I topped up a smart meter and put £50 on my gas on 21 October 2024 ,and when I checked it it shows I put the £50 on 21 when I checked it on 22 October I only had £6.16 on I've took screenshots I was out all day only got back around 9 PM so there no way in the world I used £44 worth of gas BIG SCAMMERS,letal robbers with out ski masks how can they British people stop this needs to be investigated straight away 🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬”

British Gas 1 star review on 22nd October 2024

Helpful Report

Posted 3 months ago

“My review of my Btitish gas experience today, posted on Trustpilot: Very bad customer relations and extremely limited smart meter instillation dates. A British gas engineer called in the morning at 11.15am to look at the meters he was going to replace to smart meters in the afternoon. He said he had come to the wrong address as the appointment was between 1pm and 5pm, but would look at the meters and he would call back in an hour and a half. After waiting in all afternoon, he finally arrived at 4pm. He said he could not fit a gas smart meter as he needed to check ALL the gas appliances in the house, which were not accessible at the time. I've had no problem with them at all! So I asked if he could just fit the electric smart meter as that's all I needed because the economy 7 radio signal would be stopping. He didn't even know the date of this, which I looked up on the Internet after he left (June 2025). He refused to fit the electric smart meter as his shift ended at 4.30pm (his fault for turning up so late in the day). I had spent 2 hours clearing out under the stairs so he had full access to the meter cupboard, which he seemed pleased with, since in the morning there was stuff infront of the cupboard. He said I would have to rebook for a later date. This was totally unacceptable. Even trying to rebook on an online chat after he'd left, they only could offer 2 dates in 2 months time, neither of which were possible for me. Their calander for bookings did not extend to 2025, or beyond 2 months, snd all they had was 17th and 18th December - which I find really bad, as I had already taken a whole day off work to wait in for an engineer who didn't do the job, as he arrived too late gor a booking I made 6 weeks ago! This is the kind of poor service from British Gas I was used to about 20 years ago, which is why i changed then (at a different property) to another supplier. So when my contract ends (I didn't sign up for British gas - I was put with this useless company as Bristol energy went bust like many of them did), I will be changing to Octopus Energy, who have a far better reputation. I do not recommend British Gas - their customer relations are dreadful, their engineers don't turn up when they say they will, they don't do the job they're tasked to do and BG's appointments calander doesn't recognise anything more than 2 months in advance. Shockingly poor.”

Helpful Report

Posted 3 months ago

“An absolute dreadful experience and I've finally left. Inaccurate readings, awful customer service from staff who have no comprehension of the basic of issues. Staff who can't speak English. Basically this is the worst company in existence”

Helpful Report

Posted 3 months ago

“AT THE START 2 AND 3 MONTHS EVERYTHING OK ..THEY START TO CHARGE A MASSIVE DOUBLE FROM 4 MONTHS I EVEN NOT USE MUCH ELECTRICITY.. .....BECAUSE I HAVE HEATING . FROM OIL.. THIS BRITISH GAS IS A SCAM NOT RECOMEND..”

Helpful Report

Posted 4 months ago

“We've already had problems British Gas. I called customer service several times and they never helped solve the problem, as the problem continued I decided to hang up and the problem only got worse, I asked to speak to a manager and they refused to put me through, my experience with British gas is terrible and I don't recommend it to anyone.”

Helpful Report

Posted 4 months ago

“British Gas are an absolute f*ing joke! They’ve taken all my credit that I’ve topped up, after ringing up 3 times yesterday and twice today (they put the phone down on me twice! The rage is fuelling) they’re now saying they can’t open a dispute until Thursday so I’ll have to wait till then?? I’ve got no gas whatsoever because they’ve taken it all and now I’ve got to wait?!?!? Absolute joke!! I wanna sue! Can I sue? Also to make matters worse, each time I rang up it was the same bloody woman answering me, do they only have one person in the office or something? She wouldn’t put me through to a manager, wouldn’t let me open a complaint, and put the phone down to me twice. This new “transition” British Gas are going through kinda sounds like they’ve let go of basically all of their staff and are now leaving their customers to freeze throughout winter while taking their money”

Helpful Report

Posted 4 months ago

“Engineer refused to show up to booking made 3 weeks prior. Tony lied about arriving to the property and being unable to access and I quickly challenged British Gas on this due to my CCTV proving otherwise. Was still within my appointment time and they point blanc refused to show up for no reason whatsoever, trying to palm me off by rebooking in the future. I wouldn’t rebook as I knew they would try the same nonsense again. Shocking customer service, no apology or any truthful explanation, they simply told me they were prioritising other jobs rather than my pre booked boiler service. Don’t waste your time, they simply do not care about wasting your time or offering any service whatsoever for your money.”

Helpful Report

Posted 4 months ago

“I sued this predatory corporation in small claims court for negligence and breach of duty of care. They refused to communicate with me to resolve a complaint knowing I am ill and vulnerable. Their staff even lied repeatedly. Court found in my favour, I won my claim. Remains to be seen whether they'll pay up or whether I'll have to instruct court bailiffs to visit ceo Mr O Shea to recover the monies owing. British Gas is a festering pustule of malignant ooze”

Helpful Report

Posted 4 months ago

“Back in July my smart meter now that shows how much gas and electric I use stopped connecting with British gas, so I rang them to ask if this could be replaced of if someone could come out to look at it. They said it wasn't connecting at their end and would sort it out within a week. A week passed and it still doesn't work, so I ring again and ask them to send out an engineer. They said no need to they will fix it at their end. Waited another week, still not working, so I ring Again, could I have an engineer please, oh no need to worry it'll be be working by midnight that same day and not to worry, got up in the morning, it's still. It working, I'm getting quite annoyed now. I rung them again, I would like an engineer to come out and see what's going on as there is clearly a problem. Yeh we will send out an engineer for you. You have to wait 3 weeks, 3 weeks go by comes to the day the engineer is supposed to come, no body shows up. I took a full day off work for this, so now I'm down in wages, rang them after the allotted time had passed, we are sorry but the engineer is running late.. ok so I want a while longer, still no one bothers to show up or contact me to to let me know that they aren't coming, rand again the next day, we are very sorry but the engineer cancelled the appointment, why I ask, no reason given. I ask for another appointment, it will be in October, ok. I again take another day off work for them to turn up, no body shows up again. I rung after the allotted time again. The office is closed, so I rang again the following morning, we are very sorry he didn't have the equipment in his van to sort the issue..... Surely is he's coming to fix the issue he should have the correct equipment in his van, oh we are very sorry, now I've lost another day's wages and still my issue is not fixed, this is going on for 4 months, so I've rung again and they are sending out an engineer in December..... What the hell, I am extremely annoyed now, why can no one come out and replace the bloody metre or smart box. 6 months this has been going on for, how hard is it to get anyone to come out and sort this issue, the incompetence is unreal. I've been a customer for 9 years. I have health issues. You state in your adds that you can come out the same or next day so why can this simple little issue not be fixed for going on 6 months. Absolutely disgusting. I'm now looking for another energy supplier.”

Helpful Report

Posted 4 months ago

“This is the worst level of customer service I have received. We moved into an apartment which the former occu pant had called British gas to inform them but they didn't change the account holder. We then called them after 2 months and they gave us an accumulated bill which 2e set a payment plan for. Unfortunately, the incompetent advisor calculated our bill from 24th November 2024 instead of 1st November. We requested they add the bill from the 1st to 24th which was skipped to the existing bill and they didn't. We have called up to 4 times for the same reason but no changes made. Now, we have debt recovery companies threatening us. For something we have called up to 4 times to resolve. What sort of incompetence is this? What level of bad service is this? The last advisor gave us her word, apparently, it meant nothing. How do you train your staff on good customer service? Do you even evaluate your reviews at all? You don't seem to care about ho2 your customers feel.”

Helpful Report

Posted 4 months ago

“Disconnected me as there systems were down and they couldn’t apply credit. I won’t have been the only person affected to my knowledge this has been going on for over 12 hrs.”

Helpful Report

Posted 4 months ago

“I am absolutely appalled with British Gas I have been a customer with them for over 10 years and always paid my bills on time. In February this year they billed me over £1,100 for 7 weeks use of gas and electric baring in mind my bills are never over £300 per month even in the winter months, during these 7 weeks there was clearly a fault with the smart meter but I have been battling this out with them for 6 months now and all they can say is the meter readings are correct, they also changed my tarriff to a better rate in February of which they still haven’t applied to my account and took it upon themselves to put a different tarriff on my account which I never even agreed to. I have since had a recording of this conversation which I requested to prove I was telling the truth and they have still failed to apply the correct rates. So all in all I have been fighting with them for 6 months now to rectify my tarriff and backdate my bills, amend the £1,100 bill for 7 weeks and all they can come back with is an offer of £50 as a gesture of good will. I have even emailed the CEO to inform her of this but just like the staff at British Gas she has not even replied or contacted me. This company is getting away with doing this to probably thousands of customers, it’s absolutely disgusting to say the least. Do not use these as your energy suppliers and avoid at all costs. I now have no choice but to deal with this down the legal route to get it all resolved”

Helpful Report

Posted 4 months ago

British Gas is rated 1.2 based on 3,064 reviews