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

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“Poor management and a lack of professionalism are my experience of British Gas. Where do you even begin, I was lied to about the amount I would pay, promised a deal that never materialised and then it changed without consent once the contract was signed. I have had ongoing problems, the recent: I had a direct debit set up, I was in credit, they then suddenly pushed up my DD without letting me know, not by a small amount either. This caused huge financial problems as they wiped my bank account clean, which meant there was no money to pay other bills, including rent. I was then told it would go back to the original DD. It took 3 months to resolve this issue. I paid in extra each month, on top of my DD to make sure I wouldn't be hit with a huge bill all at once. While I continued making extra payments, they stopped taking the direct debit, for months, never told me, the DD was still active; and as a result, I ended up with a massive bill. (6 months of not taking payment) Again, they pushed up my DD without telling me, cleared my account, again, and claimed they did tell me of the changes (in small print in a random emails that had nothing to do with payments and billing.) and the reason they didn't take the DD, because I was making extra payments too close to the DD date and it was withheld; ummm!! What??? A year later, after having to go through Citizens Advice to get that complaint addressed, I was assured it was all sorted, I am back where I started. Same problems, they added an extra payment onto my DD without telling me, to clear this massive bill, (that they created by not taking DD payments.) I have spoken to 6 different people over 3 weeks, not including the 4 hours today on the phone, nothing is resolved. More lies, a long list of excuses, even more lies, no responsibility, not my department, I didn't talk to you, I never did this, I never did that. And then the pure joy of dealing with a 'snowflake' who can't deal with anything that's 'negative and too much like hard work'. So, here I am, the one who has to pay the price both financially and personally because of this poorly managed company, with incompetent dishonest staff can't work to a basic standard. British Gas, is a perfect example of how broken, and rapidly declining Britain has become. Poor service, duplicity, incompetence and a profound lack of responsibility, culpability and accountability. It's not just the government, it's the entire infrastructure and mentality of the society. A society unwilling to get their hands dirty and make the changes so desperately needed, a society that has allowed this sickness to take root, spread and prevail.”

Helpful Report

Posted 1 year ago

“Direct debit prices being increased, despite being almost £200 in credit. Also app a load of rubbish, totally made up on useage Eg states no usage in coldest month like January, but fairly high in July when I had no heating on. Totally losing faith in British Gas. Cannot believe anything their advisors tell me”

Helpful Report

Posted 1 year ago

“British Gas what to say about them.They like to take your money.Now getting it back of them.The government rebate takes so long to appear in your bank account.l think it is sent by carrier pigeon.”

Helpful Report

Posted 1 year ago

“I had British Gas round to talk about installing a new boiler. I was told it would be installed in 3 weeks but the guy who came round wanted to confirm a few things with the fitter. That was in the middle of November. It's now Feb 6th and I'm still waiting despite chasing several times. If this is the service you get before they get your money, I can only imagine the after care service. Certainly won't be using them!”

Helpful Report

Posted 1 year ago

“What a shame. They are doing millions in profits and can't even install or do a little job for the costumer I'm waiting already for a job done 3 months and just got an engineer telling me to rebook my appointment because the system is down. Come on 80 millions profits is not enough to solve this?”

Helpful Report

Posted 1 year ago

“Had a breakdown today with. Boiler after being with you for years and years you can’t come out for 48 hours. No heating no water your advert is a lie. Arthritic over 70’s no help at all we will be cancelling our contract due to lack of care. Disgusting service . Woman kept moaning she was on overtime, not my problem we need help.”

Helpful Report

Posted 1 year ago

“you are totally rubbish at customer service and of course you do not care at all. I am speaking to some one in south africa? why? when I eventually get to speak to an actual person so patronising and rude.and then engineer visit is way way outside the advertised time promesed”

Helpful Report

Posted 1 year ago

“£1600 for January heating when I already pay a substantial direct debit which BG increased recently without consultation. immoral.”

Helpful Report

Posted 1 year ago

“I just had a final warning from these criminals threatening debt collectors and I have had 0 reminders from British gas. Proper scummy”

Helpful Report

Posted 1 year ago

“I am extremely annoyed. Not only has my complaint not been handled I have no received a letter to say the case has been closed. I have emailed, called, left reviews what more can I possibly do. This matter is not closed and I expect Matthew illingworths manager to contact me with urgency to discuss how poorly I have been treated not only with the property damage but also this complaint. I have had zero contact other than letters saying you haven't heard from me when I have contacted and contacted with no response. This is disgraceful. And don't ask me to write on twitter or social media as I don't have it. My case number is 8014367267”

Helpful Report

Posted 1 year ago

“Ah, what can I say about British Gas, or Brutish Gas as I affectionately call them? If you want to be bullied and harassed by a company, British Gas is the ideal place to go for your gas and electricity. It's full of staff who give you contradictory information, many of whom have the remarkable ability to talk out of their posterior while sitting on it. Did I mention this British icon's knack for sending dodgy bills that make no sense? And their communication skills are something to behold. Wrongly threatening you with court action and entirely unjustly adding charges to bills. That's just the kind of stress you're missing in your life. Being a customer of British Gas is quite the experience of incompetence or willful deceit (after over two-and-half years I'm still not entirely sure which applies, though I am increasingly coming down on one side), where important information is sent to the wrong address. Oh and they can gaslight you like the sleaziest of sleazy dates. Indeed, there are strains of domestic abuse in this relationship. One party has all the power; the weaker one begs them to be nice, play fair and not steal the money they're not entitled to. How do you escape this entirely imbalanced relationship? I'm still trying... It might take me some time, but I'll make it. To be fair, I have come across some kind, empathetic, knowledgeable British Gas staff who aren't rude and try to correct the work of more ill-informed colleagues. But my goodness, they are hard to get to. If this is what you're looking for in your energy company, go right ahead and sign up. If not, run like the wind and don't look back.”

Helpful Report

Posted 1 year ago

“Oct 2021 sadly moved from Peoples Energy to BG, meter reading provided (have email confirming) Jan 22 bill raised and paid Feb bill raised and complaint put in electric meter proven to be 40% fail rate hence high electric bill. Smart Meters fitted gas and electric within 2 days smart meter box not reading failure to connect numerous calls to BG-switch it off turn it back on!!! They said not to worry as they were still receiving readings… fast forward to Jul smart meters not providing readings to BG estimated horrific bills raised, reversed sorted, raised reversed and confirmed correct by numerous members of the BG team. Finally a nice person Sept who reversed every single bill and gave me correct balance which was paid. New smart meters fitted 03 Jan 23 all seemed ok UNTIL bill they backdated my bill from Oct 21-Jan 23 over 7k leaving me a debit of over £3900 to be paid by Feb 14!! Back to back calls and was told well that’s what you have used however it’s 3x above the average household. Text yesterday stating debit would now be £2200 and they would call when bill went live. Bill went live £3200 tried to text back (chat closed) specialist team are looking at this and will be in contact 😭I have requested a Subject Access Request of all my calls/texts/complaints messages stating account is fixed and all is good now this. Payment plan suggests I start paying £765 per month starting 07 Feb and for 11 payments afterwards…. I have already paid nearly £500 for Jan. At a loss as can’t go to OFGEM without deadlock letter and every couple of days I receive a higher debit. The customer service have not been rude just incompetent for those with complex billing issues. Not having a smart meter that works for just under a year and that my bills were high as it was a cold winter run as fast as you can from BG and do NOT get a SMART meter”

British Gas 1 star review on 1st February 2023

Helpful Report

Posted 1 year ago

“Absolute scum, lied to me and a friend regarding two different problems and they break into vulnerable peoples property to install prepaid meters! They are not charging £13 if you can’t pay your bill in full even though they have admitted tripling the bill whilst also admitting I used less than half this year than I did last year! Closed the phone lines to the number they sent in a message to discuss the charges!!! They need locking away for criminal activity!”

Helpful Report

Posted 1 year ago

“British Gas are acting like criminals, I share all the experiences below, can not get through, chat service logged out, I had bills recently for over 800+ and even get continously charged with an estimated bill for gas which we don’t use anymore, only electricity and even that bill is incorrect. I feel like driving to their headquarters and asking their staff if they really know what company they work for. Perhaps we should all tell our story to be listened? It’s not acceptable that so many people are put under so much stress because of British Gas. Something needs to be done.”

Helpful Report

Posted 1 year ago

“Absolutely pathetic. Can't change supplier as the British gas meters I currently have are incompatible with other providers. 2 missed appointments 1 rearranged without my consent or knowledge. Over 30 hours on the phone and 60 on the chat to fix this. Spoken to like trash, called a liar and treated with hostility and borderline homophobia. This company is pathetic”

Helpful Report

Posted 1 year ago

“Have contacted them over 10 times to resolve the fact that no credits were sent, passed between 3 teams each time, poor service from everyone and they lied about sending out credits as had to contact them again”

Helpful Report

Posted 1 year ago

“App doesn't work .It is accurate on the day but the following day the price shows a lot lower than it actually was on previous day .The columns shown with price on per hour do not add up to the price recorded on the day .Very inaccurate and pretty useless for history and keeping an accurate amount of money that it is costing Does not match smart readers history of bills for previous 34 hrs week and month etc”

Helpful Report

Posted 1 year ago

“100% failure rate at every interaction. Can't log into a broken account, can't use smart meter, can't get bills, can't pay bills. 100% failure after 6 months. Experience as a new customer: - time elapsed with no bills, no way to pay, broken account and unable to install meter: 6 months - time I have spent in chat & calls with your team: 40+ hrs - # of BG team I have dealth with: apprx 30”

Helpful Report

Posted 1 year ago

“Worst company to deal with. Quick to hand out debt collection letters after 14 days of bill date and threatening letter to get court warrant to remove meter. This was after paying £300 in December. Never again. Staff doesnt care. Moved to Octopus now after reading reviews. British gas just wants to rip you off at any cost.”

Helpful Report

Posted 1 year ago

“Your engineer turned up to fix our boiler! Failed to do so. Tried to book another appointment and told we had to wait another 3 weeks! Today we are told that a part needed hasn't arrived and you've put the appointment back another 2 weeks. You are a joke! What are we paying for? Certainly not any kind of service. Can an engineer phone us? We would like a proper explanation as to why our heating has not been working since December 2022 and you have still not fixed it and are now unable to do so until February 14 2023? Your customer service is non existent and your ability to provide the service you promise is sadly inadequate.”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,021 reviews