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

“BG are an absolute disgrace. After transferring from People's Energy (not by choice) they have got my first bill wrong 9 timed. Every time I managed to sort it they would then retract the bill a fee weeks later and issue another bill with no notification. It was only through constant checking that I kept noticing that they had changed it and had to spend hours on the phone each time for them to sort. Finally, managed to sort in August and was promised it wouldn't change which thankfully it didn't. However, I then received a new bill in January and I was over £250 in credit as I was overpaying (which I told them over and over again I was). I decided to leave this in my account and the app said that I could reduced my direct debit slightly which I decided to do. The next day, I check my account again (because I have zero trust in them) and sure enough, they've take another £154 with no explanation (just taken from my account credit) and the app now says I'm not paying enough. I've totally had enough of them. They just feel that they can take whatever money they want with no explanation or contact. Worst company ever - I would never recommend them to anyone. As soon as I get the money back that they have stolen, we will be moving to somewhere else.”

Helpful Report

Posted 2 years ago

“British Gas are worse than cowboys. I bought a new boiler from them at over £3k in 2018, subject to a five year warranty, which they unilaterally terminated after four and a half years. To make matters worse, the boiler packed up completely shortly afterwards, and I had to spend another £3k replacing it. If you want a new boiler with a warranty DO NOT go anywhere near British Gas - their warranties are worthless”

Helpful Report

Posted 2 years ago

“I received a telephone call from one of British Gas customer services advisor called Simon after a recent complaint regarding their app and not being able to view my daily energy usage. Simon will NOT listen to you you have to listen to him otherwise a threat to cut you off and I'm the customer.. I believe that British Gas are upgrading there App or so I'm led to believe. The app I was told would be up and running fully with 28 days ,this was 7/12/2022. I logged on on 4/01/2023 surprisingly it's not up and running fully ,I therefore spoke to someone on chat who assured me that it will be working fully by 17th January..however I received a telephone call today from Simon who wouldn't listen to me and told me the app won't be up and running till April/may 6MONTHS. of not being able to view my energy usage and we are in the middle of a energy crisis..Not good enough really BRITISH GAS . Also we didn't receive our December government payment till January another failing on BRITISH GAS.”

Helpful Report

Posted 2 years ago

“Customer care team book appointments which don’t exist, give you false information, year and a half later problems unsolved. can’t wait to switch when we can again.”

Helpful Report

Posted 2 years ago

“I have had such a horrible experience with British Gas. The British gas app is always down/crashed, so if you need to top up you cant. The website also. They have foreigners in their call centres who cant speak English and misinterpret what you are trying to tell them. They hang up on you after putting you on hold. I WILL BE LEAVING THEM. THEIR SERVICE IS ABSOLUTELY RUBBISH AND THEY SHOW NO CARE FOR THE CUSTOMERS. It never use to be this bad. Their workers are not in sync at all. One tells you one thing then another will tell you something else. I HATE BRITISH GAS. The have to be exposed. I'm about to write to watchdog.”

Helpful Report

Posted 2 years ago

“Unfortunately after many years of trying to find a different company to service our boiler, we have decided to purchase a new one. (Not BG) On reflection on the Homecare service we have had from Britsh gas its a mixed review. Engineers, like most companies its the luck of the draw, sometimes you get them who know what there doing, do the service and leave it in a better condition and you get them that after a service its in a worse state and you have to pay again to get it fixed. Unfortunately with BG it mostly the latter. Phone Not the best, a average wait of 40 minutes is the norm to talk to anyone. Service The yearly service is more like the 15 month service. Overall confidence is low due to the many problems we have had , just after a service.”

Helpful Report

Posted 2 years ago

“What a useless service. Last two years they are doing my boiler service following year. But takes money from direct debit regularly. in the name of Corono delays makes as excuses. Non of the phoneline works Emergency line 24 hours _no one answering prompt goes on. What a useless service Useless customer care. Are they thought about elders & poors on winter time?”

Helpful Report

Posted 2 years ago

“Smart meter , app , monitor are absolutely useless, app doesn't work , monitor doesn't work , meters constantly going off . When I top up on the app it doesn't send the payment over so I have to manually enter it . British Gas want to charge me £150 to take out there faulty equipment. Over 40 yrs with them ( I wish I knew then ) British Gas have some decency and get it sorted”

British Gas 1 star review on 6th January 2023

Helpful Report

Posted 2 years ago

“Good evening Please treat this as a formal complaint, which I will also make through your online channels and by telephone when your call centre opens at 9am. I am putting it here too so people considering taking out your services or renewing them can be aware of your poor service levels and the obvious contempt you have for your customers and, to a degree your staff, as you do not equip them with what is needed to respond to customer queries. I will detail the background to the complaint and the steps I would like you to take to put it right. I have been a long standing homecare customer for well over a decade and have always thought it provided a good service and peace of mind when there is a problem. Your service is a very poor imitation of what it once was, and on today’s experience, pathetic and not fit for purpose and the £300 a year charge. Our boiler broke on Tuesday evening and we have no means of heating or hot water. I logged on to the system and booked the first available appointment of Thursday between 8am to 6pm. My partner has taken a day off work to wait for the engineer to arrive. He is self employed and lost income for the day. It got to late afternoon and we were expecting to be told the engineer would be with us on the next call. I called the call centre to see where we were in the queue. You were unable to provide any information - please consider why you have a call centre if you cannot deal with basic queries such as the arrival time of an engineer. I asked what I should do if the engineer did not arrive as expected. I was assured this was unlikely to be the case but if this did happen I would be notified and a prompt resolution offered. At 5.45 approximately, I received a call at work which went to voice mail. In the call you offered no apology and advised an engineer has been rescheduled for Sunday. Today is Thursday, tomorrow is Friday - why are we not at the top of the queue for a rescheduled appointment. On the performance of today, there is no point me having boiler cover - I pay for this so any problem can be resolved quickly. I would have been better advised to not pay for boiler cover and call a local engineer. This is what I would like you to do to resolve this complaint. 1. You have failed to fulfill your appointment commitment. I should not have to wait until Sunday, you should be offering an appointment as soon as possible, in this case Friday morning. 2. Details of how to claim for a days lost earnings. I await your response. I hope some of your senior leadership team read this review and reflect on how your service levels have deteriorated. This used to be an exemplar service and is now shockingly bad on todays experience. Date of experience: 05 January 2023”

Helpful Report

Posted 2 years ago

“Rubbish service let alone the price. App tells me absolutely nothing. How am I supposed to keep track of the smart meter doesn’t work. We’re overcharging me massively on direct debit!”

Helpful Report

Posted 2 years ago

“Disgusting customer service, live chat just closed on me. Lagging behind other companies with smart meters in my area , which could make things easy for topping up. Can never speak to anyone on the phone. The hold on music sings till they hang up on you . 🙆🏽‍♀️”

Helpful Report

Posted 2 years ago

“I changed my email address and informed British Gas so they could linked to my online account. Two months later nothings happened. Then in December 22 l was told lve moved and my account has been closed. I've never mentioned this. I've put in 5 complaints from December -January 23 and not heard a thing. I'm f d up explaining myself to their call centre who can hardly understand English. I give up👺👺👺👺”

Helpful Report

Posted 2 years ago

“This is a review of their Electricity supply business. They do everything to keep more of your money than they need (was >£1000 in credit at one stage). Simply shocking customer service designed to avoid you getting anything changed. Patronising staff, which gets worse the higher up you go. Now they have changed their Energy account website, I can't even access the data I need. They won't even pay me back the Government rebate, rather they add it to my credit. They have hung up on me twice. I have used Live chat, telephone and they even gave me a specific e.mail to write to, from which I have never had a reply. Letter to Ombudsman being written now. As soon as I can, I will get out of the service that these money grabbing leaches provide.”

Helpful Report

Posted 2 years ago

“Absolutely horrendous customer service. I will never use these again”

Helpful Report

Posted 2 years ago

“Shocking customer service, incompetent operators on the live chat, and invalid information. Im now 195 in the que for the second time today, trying to find out why i have not received my government support payments. The first chat ended with me being told to contact the operator of my electric key meter, i asked they check if it was BG before i logged off they said no. I then contacted northern power grid who immediately told me its BG , and that they have access to the same database , and have supplied the property since 2011. Previously when i contacted British gas about billing, the chat operator gave me different information to the call operator on the phone earlier that day. The app also had different information from both the chat operator and the telephone operator. The phone lines are closed again today. Terrible company avoid like the plaque.”

Helpful Report

Posted 2 years ago

“Appalled with the level of customer service, time off work with promises of call backs. Getting fobbed off by incompetent staff, just getting told the same thing time and time again, Late engineers, not refunded money as an issue with the meter from previous customer. Not even responded to the 4 complaints made. Appalling level of service. British gas should be embarrassed and don't deserve the right to be called British gas... Nothing but a tin pot money grabbing set of cowboys.”

Helpful Report

Posted 2 years ago

“Hopeless service.Tried for appointment in December got one inJanuary 3rd.Then got garbled message that this was changed to 19January due to more urgent needs.How do they know mine isn't urgent unless they keep appointments?Doubtful if I will be renewing Home care again.”

Helpful Report

Posted 2 years ago

“British gas have been taking money from my bank account for 4 years without my knowledge for policy for boiler care and drains without my knowledge from my bank account. The amount was £11.64 pence they just did automatic renewal. This company are crooks do not use. Because the amount was very little I didn't notice . Even the customer service team were really rude. Can a company steal money without your consent really terrible company I give them rating of -0. I definitely will be taking legal advice also writing to the ombudsman about this criminal company I didn't realise the British gas is a cowboy company. After stealing money from my account for 4 years they offered my 98 pounds I would advise customers to stay away from this company”

Helpful Report

Posted 2 years ago

“I would give them zero stars if I could. Awful customer service, terrible and incompetent engineers, ni sympathy, rude, unprofessional to say the least. The phone advisor was so fake over the phone to the point of insult, engineer turned up next day to change my smart meter, spend 1 hour at my property, didn't bother checking if the appliances actually work after installation, left and I realized there was no hot water, heating or gas. Spent 2 hours at useless customer service phone, being in hold for 45 mins only to be told their office is closed for the bank holiday weekend. Had to spend 60 pounds on private engineer to fix the mistake of incompetent engineer only for another rude, unsympathetic one to turn up 4 hours later to say sorry and not even mean it. British gas is the worst energy provider ever, I will highly discourage anyone to sign up with them, even if they offer a good deal. It is worth paying extra and have the piece of mind.”

Helpful Report

Posted 2 years ago

“After a breakdown of my heating System, I arranged for an engineer BUT the closes appointment was in 3 days. No heating or hot water.. I stayed in all day and evening and the engineer never turned up. I was informed digitally that my engineer was on route.., nobody turned up.,”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,021 reviews