British Gas Reviews

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

1.2 Rating 3,026 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,026 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

“We received a letter from British Gas confirming our appointment for a "Gas Safety Check" We were given a five hour slot and even had a text message that morning saying everything was good and on schedule. Waited in all day! no engineer turns up and no text messages or calls to notify us. Tried "writing" two weeks still no reply Tried "live chat" sorry no record of appointment Tried "email" sorry e mails are not being monitored Tried "calling" after 50 minutes and being transferred several times we eventually found out they had actually received the original complaint letter and are dealing with it, but never thought to tell? This appointment was made for a (Gas Safety Check) and we are actually registered on the British gas support scheme for vulnerable/priority customers. What a disgraceful way to treat a loyal British gas customer for over 40 years! Maybe time for a change”

Helpful Report

Posted 4 years ago

“My toilet has been broken for 2 months now and unuseable. I have a son in a wheelchair who has been using a commode. Despite numerous chasing phone calls and registering an official complaint they do not contact me to arrange for the repairs to take place. I have been a Homecare customer for 18 years. I thought they prioritised disabled people. They don't.”

British Gas 1 star review on 29th September 2020

Helpful Report

Posted 4 years ago

“My company has boiler service and repair contracts for tenanted properties. Booking a repair online or through their app is not easy. Getting an engineer in an emergency is almost impossible. I've had problems every year since using them. Im fed up and going to find a new company. Even though I've made complaints, nothing has changed.”

Helpful Report

Posted 4 years ago

“I have been shielding 6 months as in vulnerable group. Letter came to contact for annual service check. I cant do online and s very scared about corona virus coming into household. After being on phone 6 minutes 03332008899 going through press this or that for response, then at the end recorded message said must go online as this department closed. I tried chat online and to busy so not available.”

Helpful Report

Posted 4 years ago

“would give a negative number if I could. Trying to change from British gas to another supplier. The change was supposed to happen at the beginning of September, but they won`t allow it to go ahead as they say I have a debt. I don`t, it was the previous tenant. I actually have my webchat transcript saying this but I received a letter this morning saying the transfer is on hold due to a debt. This apparently is all due to a computer glitch, I have had 7 web chats several phone calls and have written several complaint letters, all to no avail. I would like an apology and acknowledgement that the debt was never mine to begin with, And some recompense for phone bills and stress caused. I live in hope”

Helpful Report

Posted 4 years ago

“Unhelpful company robbing the vulnerable”

Helpful Report

Posted 4 years ago

“I made a Complaint regarding the failure of British Gas Home Serve to repair my central hearing system, through Resolver. They responded very quickly, arranged an engineer to come out, when four days before, there were no appointments. Well done Resolver. I was offered, a good well gesture of £30. Told and confirmed in writing a bank transfer would be made, within 14 days. The 14 days was specific, not working days, but 14 days. I allowed 14 working days. No bank transfer was made. I went back to Resolver (HIGHLY RECOMMENDED) and British Gas told me to contact them, which I did this morning (24.09.20). I was told a cheque was issued on the 9th September 20020. A cheque is not a bank transfer. There is a distinguishable difference between a cheque and a bank transfer. I was told the cheque could take unto 14 working days. If a cheque is not received within that timescale I will contact the Ombudsman. I do feel the Customer Service person I spoke to should have apologised on behalf of her colleague, as he misled me. May not wilfully but clearly does not know how British Gas work. As we are in a COVID-19 situation, I am being put at risk, as I will have to make an unnecessary journey to a bank. Clearly diminishes the value of the gesture. Thank you British Gas for poor customer service. David Sandall Account number : 911003771114”

Helpful Report

Posted 4 years ago

“Account 851012491314. Disgusted at you. 18 months of trying to pay you my bills. You admit wrongdoing, say that you will write and apologise, and then say you wont. Truly disgusting behaviour.”

Helpful Report

Posted 4 years ago

“Tried sending a review on trust pilot but for some reason it won't send mmm. We have just had our British gas yearly servicing cancelled again! When they're nearly a year overdue as it is. They've used the same excuse as many times before ie engineer is ill? It is nothing to do with covid because it has happened many many times before. Im now going to cancel with them and will use a private engineer. Don't use them!”

Helpful Report

Posted 4 years ago

“As a single mother with a 2 year old on benefits and living in a one bedroom flat, they would charge me £300 per month for a property using only electricity. We barely used the tv, heating or even cooked just to save on energy and they still kept up the high charges each month. I called them to discuss with them so many times every year that there was absolutely no way we could be using that much energy but they refused to lower the amount. Finally after two years I was forced to move on from them. I arranged to pay off my outstanding balance with them monthly but during the Coronavirus lockdown they transferred my balance to the Morcroft group debt collection agency, permanently ruining my credit score for the next 7 years. I was also a full time student during this time so I’m unable to get a credit card to help improve my score. British Gas is a lying and cheating energy supplier that rob the poor of any financial stability. I hope every one working for them goes to Hell. I now warn people about to move into new properties and other students about there greedy tyranny. I hope the CEO gets the coronavirus virus or some kind of horrible illness.”

Helpful Report

Posted 4 years ago

“Absolutely ridiculous. For a company that pretty much represent England when it comes to gas and electricity. I expected way more. Customer services is appalling and disgraceful. While some have been a bit helpful others have been woefully appalling. Journey started 9months again when I moved into my new build. Building site already pre registered with British gas. British gas sends me numerous letter saying I owe this and I owe that. To which I called to set up a direct debit for both bills. 2 days later I got an email to say direct debit was cancelled when I did not cancel it and bill was not even yet to be taken out. I called again. Spent almost 2 hours trying to get through. Eventually did. Spoke for few minutes. Phone hang up or they hang up and I was expecting a call back to which no one did. Called back the second day. Similar waiting hours. Set up direct debit again. Again 2 days later it was cancelled. At this stage I just left left the DD options and pay online. Electricity seems to have been set up (on a wrong plan) but at least I was getting billed and making a payment. Gas on the other hand was a joke. It would seems this was never set up correctly even though I was promised this is the case. Every time I tried to make a payment. It would tell me I have zero balance to pay. It took months of calling and after 6 and half months I was finally billed almost 400 pounds. This was Covid time and a bad timing. I called again explaining this is ridiculous and not my fault and at this stage. I had been charged late payment fee. I called explaining my case and it took almost 20 min before customer service understand what I am explained to him. Waived the fee. Opened a complaint and advised someone will get in contact with me Someone finally back to me from the complaints team. We agreed that he would put me on my original plan from when I moved in. Set up a DD for both accounts. Ring me back and advise the new bill amount and let me make a decision if I still want to stay or not. A month after the call. Got an email that DD was set up. And this is my bill. Also got an alert from Equifax that has and electricity added to my account. He also advised a hold will be out on my account until he calls me back for me to make a decision (this was not the case) I texted (he advised that I could do this) this individual that why has he gone ahead and put this in place without my go ahead to which no reply. I called customer service to which an email was sent to same individual that I had an agreement with his manager CC'ed in. Considering my frustration at this stage. I was promised a manager would call me back within 2 hours. Waited whole day. No call. I also asked if my complaints was still active to which he advised this is the case I called back the second day. While expressing my frustration. Customer service hang up on me even though I apologise at the beginning of the call that I might sound upset. I was expecting a call back to which I never got back. I called back and this time speaking to a nicer lady. Explained my situation again. While she was a lot nicer. I found I have to repeat my self numerous times as it would seems no attention was given to what I was saying. I asked about my complaints and she advised me this is now closed. I told her I was told otherwise the previous day. Anyways to cut long story short. I was advised a manager by the name Dominic will call me back again that day without failing. Again waiting whole day with no one calling me back. On top of that a missed payments notification has gone on my record when this is not my fault. Absolutely disgusting, disgraceful and British services should be ashamed. At the stage. I have had enough. Just wanna get this sorted and leave”

Helpful Report

Posted 4 years ago

“Bad customer service and will steal your money”

Helpful Report

Posted 4 years ago

“Appalling customer service. Trying to change from British Gas, due to a previous complaint, electric side done no problem, but the gas side well that's a different matter. They claim I owe them money. I don't as it is from the previous tenant 5 years ago, which to my knowledge was sorted out 5 years ago as they refunded me the money taken off for the debt. I have been on the online chat on 4 separate occasions just to be told to call a number, you call that number and are told to call another number, and then was cut off. I also requested the transcripts from my online chats and they were never received. So now I am going to the ombudsmen.”

Helpful Report

Posted 4 years ago

“Appalling company. I feel that I have been mugged out of £813.06. Every "system" of information, contact, etc is not fit for purpose. Too many issues to list here but totally frustrated and angry. I own 9 properties and I will make sure that all are switched away from BG on expiry of existing contract periods. AVOID AT ALL COSTS OR GET RIPPED OFF!!!”

Helpful Report

Posted 4 years ago

“Looks like our complaint is going to be similar to all of the complaints below. We have spent more then 10+hrs on the phone to British Gas in order to get incorrect billing sorted. When we first moved into our flat they tried to charge us £1500 for 2 days of electricity, we eventually had this rectified after months of calling. Our smart meter hasn't been working since we moved into the property but yet "readings" have been taken every month by BG We switched to Octopus Energy (highly recommend) and our DD with them is £35 with manual meter readings taken monthly - amazingly we are actually in credit with these guys after a few months, probably because their readings are accurate Pretty obvious to us now that BG have been doing a bit of guesstimation/how much can we con people out of with their "smart meter" readings. We have continuously been cut off on the phone when we mention OFGEM and complaint - firstly by Kim, then Cleo in billings and then by a different Kim. It's incredible though that your "debt collectors" (who are just still British Gas) are able to harrass us nearly every day of the week. We will absolutely not be paying any further money to British Gas and have raised this with OFGEM Our customer number is: 851014685415 p.s my partner has so far been on the phone for 42 minutes trying to raise this complaint”

Helpful Report

Posted 4 years ago

“Looks like our complaint is going to be similar to the various complaints below. We spent 10+ hours total now on the phone to British Gas with the phone constantly getting cut off by each individual the minute that complaint and Ofgem are mentioned - this happening with Kim, then Cleo in billings and then a different Kim. When we initially moved into our property they tried to say our bill was £1500 for 2 days of electricity - it took us months to get this reversed. Our smart meter has been broken since we moved in, but amazingly they have been able to take readings from it - no reading has ever been asked for manually. We switched to Octopus Energy (highly recommend) and our readings are taken manually every month, and lo and behold our monthly DD is only £35 compared to BG who were trying to say it was £130+ from their smart meter readings. Sent us to a debt collection company (who is just them) and have been harassing us every single day with emails and phone calls - incredible how they can managed this contact but when we needed to speak to them it takes literally hours on the phone to be passed in circles by incompetent staff. We will absolutely not be paying the money they are claiming we owe and will be going to Ofgem in order to have this sorted. Our customer reference number is: 851014685415. p.s in the time my partner has been waiting for your staff to raise a complaint on your end (36 minutes so far), I've managed to write and post this - urgency is definitely not of the essence unless of course they are harassing you for money.”

Helpful Report

Posted 4 years ago

“Even after closing my account and paying all the bills left including the final bill, they still chase me with other bills. Worst company and costumer service that one would ever account.”

Helpful Report

Posted 4 years ago

“pathetic customer service. No engineer appeared for booking. Unable to discuss with customer service. Shocking service all round.”

Helpful Report

Posted 4 years ago

“Completely agree with the negative reviews about people's experiences. Moved to BG in August, which I'm already regretting: (i) BG gave the incorrect final meter readings to my old supplier, so my final bill is much higher than it should be. Not clear how they can mix up 5 numbers in that way, and (2) my account is still not linked to the correct address despite telephoning customer service on the day i transferred. I think the message is very clear AVOID any hassles and whatever you do, DON'T CHOOSE British Gas!!!”

Helpful Report

Posted 4 years ago

“I moved into a property, I was told I was with british gas (prepared meters) . I have never worked with these before, so I requested for them to be changed to credit meters. After 10 failed calls and being cut off. I was told this wasn't an option. I had to wait 28 days from being in the property, then I was only able to change to credit meters after a smart meter was installed. So after 28 days, I booked in to get a smart meter installed, taking a day off work for this. The engineer comes, after 2 seconds he tells me a smart meter can't be installed in my propeety because of where my meters are, and that it is on the system for this house that a smart meter can't be installed. Totally wasted my time. I since left British gas after a month, now I receive an energy bill from them, even though I used prepared meters, for a month. Absolutely useless company. Don't even bother trying to ring customer services, you're on hold for hours and you get cut off and no one bothers to call you back. Not to mention you get letters EVERY SINGLE DAY sent to you. Worst experience of my life when dealing with an energy provider.”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,026 reviews