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

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“These British gas people are cheaters! These British gas people are cheaters!! Since last 2 weeks I am chasing with them regarding my new account open, no open even care to coordinate with me. I try to contact, all of them are giving false information!! I don’t even care now!! I need compensation from these people. They have given me so mental stress to me now. Compensation must be there now”

Helpful Report

Posted 2 months ago

“I have a Pay as you go meter, its very expensive and 25 October I called to British gas and got an appointment on 09 November to fix a smart meter. Yesterday 9 am they again confirm the appointment, However 3.20PM send me a text that they can not make it as their engineer not available. And next appointment available in Janury 2025. This seems like engineers not availability is a my problem. I am very dissapointed about their service. I wonder why they useing "BRITISH". It's a shame to British.”

Helpful Report

Posted 2 months ago

“I'm back with an update: I obtained a County Court Judgement against British Gas. They paid up. My claim was for negligence and breach of duty of care after they tried to bully me into a smart meter with illegal and unlawful practices. They said they were coming to my house to install a carcinogenic smart meter and if I wasn't in they'd fine me! Outrageous criminal conduct. They put their aptly named law firm Womble (as in The Wombles) on the case, but they didn't bother to defend the claim and so I won. I urge others to sue via small claims court, it's easy, it's a paper exercise.”

Helpful Report

Posted 2 months ago

“Shocking worst company to be with moved in I ended up phoning up everyday to sort out the previous owners bill to say I'm a new owner, dont listen to a word your saying after sorting the situation out I then ask for prepayment meters got them in the bloody end but only problem is that I got one electric pre payment meter and a credit meter and I asked for them both to be prepayment now I'm bombed with a 600 quid in debit as I was topping up 25 quid on each for each week for my electric and my gas meter i ended up finding out that ive got a credit meter what i didnt know it was a credit meter until they rang me up to say i was in debit and owe money to them for my meter even tho my meter said I was in credit by 100 quid joke they are. Never go with british gas”

Helpful Report

Posted 2 months ago

“There is another website on Facebook called British Gas Incompetence. We are able to e mail one another and are trying to force a public enquiry. This is closer than you might think. I would urge anyone reading this to join the group.”

Helpful Report

Posted 2 months ago

“Are you a victim of an online investment or has been scammed?Kindly narrate how your Money or Btc was Stole. I guarantee you hundred percent your bitcoin/money can be recovered in total reach out to Email:b__r__u__c__e__n__o__r__a__2__5__4__(A__T)__g__m__a__i__l__.__c__o__m Call them on Whatsapp: +1 ( 3 1 8 ) 3 1 9 4 6 2 0.”

Helpful Report

Posted 2 months ago

“Without doubt the worst company operating the in the UK today when it comes to customer service and ability to get things right / resolve issues. Received a letter from a law firm / debt collector in relation to an amount which had been paid on an inactive BG account. Was assured that the matter had been resolved many weeks ago but apparently not. How can they blatantly lie to their customers. If you gave me all the time in the world to come up with a company that shows more contempt towards their customers and is so poorly run, I would struggle. Shame on you British Gas. You are truly awful.”

Helpful Report

Posted 2 months ago

“A SCAM COMPANY, CHANGED ELECTRICITY METER, SENT INVOICE WITH £6000 WITHOUT JUSTIFICATION, EXPLANATION PURE FRAUD, DONT EVEN THINK TO SIGN CONTRACT WITH THEM.”

Helpful Report

Posted 2 months ago

“They have lied about amending details They lie about their position as a pay metre expert, I repeated what was said and asked if she had a phd. She hung up. They have incorrect details about property when the payer had died They did not cancel the date of smart meter installation for my property They booked smart meter of said empty house, when asked for an engineer to assess why the payg was blank. They are based in South Africa whether their attitude towards UK they give poor customer service. Awful and very superficial. I plan to leave because of this.”

Helpful Report

Posted 2 months ago

“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 2 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 2 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 2 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 2 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 2 months ago

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

Helpful Report

Posted 2 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 2 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 2 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 🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬”

Helpful Report

Posted 2 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 2 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 2 months ago

British Gas is rated 1.2 based on 3,020 reviews