British Gas Reviews

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

1.2 Rating 3,037 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,037 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

“We didn't live at our old address for 6 years (we sold our house in Feb 2012) but every month British gas still charges us 7 pounds per month. I have been contacted with home care British gas following the number 08002949650. They asked me to call 08002948320. Then when I called 08002948320, they then asked me to call 08002949650. No one can be able to cancel the direct debit and refund my money for the last 6 years. I have been calling none stop but no one can sort it out. There were 4 conversations someone even turned off the line. I asked them for the email address so that I can send the copy of my bank account to prove the amount charging every month as it showed clearly that British gas but they couldn't give me the email address. Tonight I called them again and they said that someone will call me back on Wednesday. I told them that I will be busy at my office so can they send me via, or give me an email address so that I can write my queries but they said that they can't. Anyway hopefully someone from British gas will call me on Wednesday”

Helpful Report

Posted 6 years ago

“I think the most off putting thing about this company is that I cant seem to get through a month without having to contact them about some sort of clerical error they have made - receiving e-mails telling me a bill is due when I have already paid, money mysteriously being added to bills with no coherent reason why (yes I asked) and their consistently broken website. I'm tired of talking to them and will be looking to switch to a different provider”

Helpful Report

Posted 6 years ago

“a total joke of a company contact customer service is just as bad as the standard the engineer is on his way poor quality workmanship anyone considering homecare just ask for the real homecare by name ripoff. i hope this organisation goes out of business they are total cowboys and should not be trusted to change a light bulb let alone risk peoples safety with shoddy supply and fitting of boilers please avoid British Gas,”

Helpful Report

Posted 6 years ago

“My mum is 84 lives alone, has mobility problems, and dementia. She is supposed to be on the priority register. In the bad weather in early March the boiler broke. I started ringing at 12mid day and was told someone would be out by 6pm. At 2ish I was struggling to keep mum warm. Following numerous phone calls, being put on hold or being hung up on at 7.30 pm I was told nobody would come as everyone had been sent home! I managed to get a lovely local gas engineer who came within 30 minuets and fixed the boiler. I complained that night via email to BG, on the Thursday morning my brother informed me a BG engineer had left a sorry we missed you card at mums at 00.51 in the morning. This is a vulnerable person with dementia, what planet do BG live on. Of course she wouldn’t open the door at that time in the morning.A few days later I complained directly to the CEO. Nothing from any of them. I complained a week later on the phone and was asked to send my email complaints to them again on 3 attempts they have been returned because they have been queuing for to long! I have had no response what so ever. It is absolutely deplorable. They deserve to go bust. I’m in the process of moving mum from BG.”

Helpful Report

Posted 6 years ago

“In response to the previous message, do not pay British Gas, go to the Financial Ombudsman. I had to do that as they owed me a refund and had no intention of paying it. I would advise anyone who is thinking of doing business with British Gas not to. They will take your money and not fulfil their commitment to you. You will find out very quickly that depending on your age you are not a priority customer and if you look further into the reviews and on other review pages ie Facebook you can see that priority customers don't really mean anything to them, they will leave you without heating or hot water no matter what your age. I had two services booked with them, both were cancelled one on the afternoon of the service. Have received two cheques as a good will gesture one for £5.40 and another for £30, I think they were hoping I would give up fighting for the £100 they owed me. I have now after spending approx 5 hours on the phone speaking to the most incompetent staff I have ever encountered. received a full refund, but as I mentioned earlier this is because the financial ombudsman was now involved. So to anyone reading this review please do not give British Gas your money, they are not a reputable company. Living on the longevity of their name, certainly no longer on their service.”

Helpful Report

Posted 6 years ago

“The worst customer service I have ever experienced. We have customer Homecare and they are threatening to pass owed money to debt collector. They have charged us twice for one job. We have tried numerous times to get through on the phone and online customer services obviously do nothing. I am now in a 30 minute queue to pay this amount as the stress is really not helping my husbands blood pressure. We have basically been bullied into paying money we do not owe. Also, when we registered there was an offer of a voucher and this was never received. They have not replied to this query either. I am still in the queue to pay money I do not owe. I will be cancelling my contract but I am dreading trying to speak to someone. Shame on you British Gas .”

Helpful Report

Posted 6 years ago

“We tried to switch energy suppliers because British Gas sound good on paper, a month later 11 hours spent on their chat line enough emails to fill a rainforest and still no satisfaction. I have cancelled my Direct Debit let them chase me because if I have to keep contacting a different person in a call centre each and every time I will have no hair left. If you have a fleeting thought of changing to British Gas save yourself a lot of grief and let that thought go!! It should have been a simple switch heaven help you if you have a real problem.”

Helpful Report

Posted 6 years ago

“Hopeless organisation . no understandings of even the basics ...”

Helpful Report

Posted 6 years ago

“Been with BT home care for over 10 years but in my opinion the service is getting worse by the year. All they are interested in is getting extra money out of clients, they do not seem to answer written complaints. Wrote to them in December complaining about a charge for a new tap replaced in my kitchen.....no answer. About 2 years ago I had trouble with my boiler, they told me it was the slush in the system and that they would not repair the boiler without having the system flushed, paid BG £700 to have it flushed, ended up having to replace the boiler. Not to mention when they replaced my boiler, it was a complete nightmare, very unprofessional fitters. Now my contract with BG is at an end.....Thank God. I will look for a more professional company”

Helpful Report

Posted 6 years ago

“British Gas Homecare are disorganised, dreadful and totally unreliable. After having homecare cover for over 20 years we decided to replace our central heating boiler. Before arranging for our plumber to install the new boiler we contacted British Gas and confirmed that the new boiler could transfer to our current homecare contract – confirmed the make and model. After installation we provided the make, model and serial number and British Gas continued to cover our new boiler. After the first year British Gas completed the first service. On the second year we booked the service and the British Gas Engineer refused to service the boiler informing us that our boiler wasn’t service listed with British Gas and left without carrying out the boiler service and confirming that the area Service Manager would be in contact. No contact was made so I telephoned the British Gas Homecare contact centre to try and confirm the situation. One call centre agent confirmed the boiler was service listed and another said it wasn’t and British Gas would have to refund the contract payments for the last two years – not a very satisfactory response! We raised a complaint with British Gas customer service who agreed to send out an engineer to investigate why the boiler isn’t service listed. On the day of the visit British Gas cancelled due the recent bad weather conditions with one-hour notice – not very helpful after making several complaints and telephone calls. We now have a call booked but must wait a further two weeks for the engineer to check and confirm why British Gas have issues servicing our Glow-worm 774 boiler. We have contacted the manufacturer who has confirmed that they don’t have any known service issues with the Glow-worm 774 boiler and can’t understand why are facing issues getting British Gas to cover the boiler.”

Helpful Report

Posted 6 years ago

“Left British gas 2nd february to join smaller energy supplier bulb who are fantastic. I was told i would receive my final bill within 6 weeks but it arrived within 2 days .Paid over the internet but found out they took the payment twice. Rang them up over 4 weeks ago about this and they said they would send cheque out within 5-10 days . Did not arrive so have rang them back numerous times only to find out on the first occasion it had not been sent and now they are putting the blame on royal mail. Funny how when you owe them money they want it next day but when we are owed it it takes forever. Customer service is shocking. Do not seem to know what they are talking about . Also my bills were going to double but thanks to bulb I will be saving over £500 a year. These big firms have exploited us for years . My advice have a look at smaller suppliers especially bulb.”

Helpful Report

Posted 6 years ago

“Terrible service. After many years of paying for their home care service and a constant need to call them to correct their mistakes with meter readings and incorrect bills ,we have not had hot water since Friday . It's Tuesday today and we have had to arrange and pay for an emergency plumber because British Gas refuse to come to repair our boiler because they will not send an engineer unless we are "vulnerable" Well done British Gas....Enough said , terrible service as always !”

Helpful Report

Posted 6 years ago

“We have a British Gas Homecare contract covering the boiler for over 6 years. In that time we've had only positive experiences with both the telephone staff & also engineers. Parts that have been replaced are diverter & also isolation valves, pump & circut board. Only once did they cancel but they let me know. I'm paying little over £5.00 per week & that includes a £90.00 yearly service. Couple of weeks before renewal i ring them & politely haggle to get something off the new premium. Regards non Brit Gas engineers i know there are decent ones out there but in our experience we don't want the hassle of having to keep chasing them & also attempting to rip us off. To us it's about peace of mind.”

Helpful Report

Posted 6 years ago

“Horrendous weather, gas man due between 12 and 6pm phoned just turned 6 pm stuck in traffic as most at standstill. Managed to get here at 8.15pm and what a lovely guy he was. Couldn't do enough, full explained what had been the problem. A credit to British Gas and I would welcome him back to do my yearly service each time.shelaghkbennett@hotmail.com”

Helpful Report

Posted 6 years ago

“Our boiler started acting up in November, we set up with Homecare with britishgas and booked inn a boiler check up for February 6th (earliest they had!) 6th came and went, no one showed up, we tried to get ahold of their customer service, after several calls where we sat over 30 mins at a time on hold, we got nowhere. Of course, today our boiler breaks down, Im trying to get ahold of Homecare and I am currently at 50 mins on hold ! Earliest i could book online was for the 5th...so we'll see now if they show up... If you're considering this company, don't bother. I will cancel my homecare and change to another company, even if they cost more, because this has been a total waste of money.”

Helpful Report

Posted 6 years ago

“My 84 year old mother has struggled with a very poor British Gas Homecare service for over 2 years. This last 12 months mum has been paying £45 a month. During that time she has survived advanced cancer, and sepsis, having to be resusitated more than once. The heating and water have continuously played up, sometimes not working at all for several days. The service had no continuity and the answering service a nightmare for elderly people, taking several minutes to get through if it can be accessed at all. British Gas fitted the boiler, magnetic filter system and did a power flush 6 years ago, costing over 3 thousand pounds, and mum had no trouble for 3 and a half years. The engineers, when they didn't cancel, would go away promising to return in a few days which usually turned into weeks. In the last 2 and a ahalf years mum has had several engineers all trying different things, only to have the system fail again a few days later. There was no consistancy or reliability and there fore they are not recommended by us. This has been very stressful for mum and after everything she has been through this service has just made her very upset...therefore today she has cancelled her direct debit as they had put her monthly bill up for the next twqelve months by £10 to £55 a month. What an awful way to treat older people.....”

Helpful Report

Posted 6 years ago

“Very bad homecare boiler service Very bad homecare boiler service. Had appointment in December 2017 for annual service which got cancelled an hour prior to appointment using the excuse of engineers being re directed to emergency call outs, which initially I had some sympathy with. Then came the annoying part, next available slot 23rd February 2018. I called the complaint line and was offered £30 compensation and a 2 hour time slot for next appointment on 23rd February. I asked why the boiler had not been serviced since September 2016 and was told reminders no longer sent out, and as long as they did a service anytime during the contract year that was acceptable. Also note that no compensation was offered by the initial caller cancelling the original appointment. Fast forward to 23rd Feb, and I get a call in the morning cancelling the appointment for same reasons and before, no compensation offered, just another date in April. Call the complaint line, get another £30 and a new 2 hour slot appointment for 19th April. This will mean I will have only got 3 services in 4 years, it goes without saying I wont be renewing.”

Helpful Report

Posted 6 years ago

“had an appointment booked 22 january 2018 got a call saying would now be 21 feb between 8 and 1 no one showed up called them at 3 pm only to be told running late could have called me and said this as was didnt arrive till 3.25 pm by which time id cancelled my contract so now got a better company as i was let down again”

Helpful Report

Posted 6 years ago

“I booked a gas boiler service in December 2017- they told me the earliest they could do was February 14th 2018 - I did think this was a long way off at the time but decided to go with them and I went ahead and booked the service. On February 14th I got a phone call saying they couldn't do the service and invited me to re-book -the earliest appointment being April 16 2018. No thank you - I will contact someone who cares.”

Helpful Report

Posted 6 years ago

“Update on my review of 2 months ago. My December service visit for my boiler (which had never occurred within the timeframe of my home care agreement) was cancelled due to too many emergency call outs for Engineers, was again cancelled today Feb 12th, 10 minutes before the end of the 4 hour slot. Next slot available APRIL !!! Also received a letter to say that my complaint raised back in December was still under investigation. What an appalling level of customer service. I think my name has a marker against it following the cancellation of my policy & they are trying to grind me down by continually cancelling my service visit & not investigating my compliant within a reasonable period of time.”

Helpful Report

Posted 6 years ago

British Gas is rated 1.2 based on 3,037 reviews