British Gas Reviews

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

1.2 Rating 3,064 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,064 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 16%
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 1st February 2025

Anonymous

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

100

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

“Avoid homecare cover, dont waste your money and go elsewhere. If I could rate my experience out of 10 it would be -1000. Where do I even start, unprofessional customer service, incompetent engineers and over priced policies. You are charged and excess even for your boiler to be misdiagnosed by one of their ‘professional engineers’, not to mention each engineer they send out lacks in qualifications and knowledge. Its complete luck of the draw who you get on the day, could be good or bad. Don’t think about calling up to discuss your policy, their customer service agents clearly aren’t trained competently, not to mention each agent contradicts one another. If you have a complaint you’ll be speaking to someone ‘not technical’ as the engineers call them, so again being misadvised. Finally, if you get to the complaint stage you’ll be given a shoddy outcome and palmed off. If you dare to challenge it then you’ll ultimately be ignored. Our experience has been hell. Avoid this at all costs. I know people that work in the heating industry, all of them laugh when you mention British Gas. Not to mention many of them go out to fix the issues caused by British Gas’s so called ‘professional engineers’. Not sure how this company is still operating, if you read online they are losing customers by the day, including myself.”

Helpful Report

Posted 4 weeks ago

“Urgent for all readers. The government have now ordered a review of OFGEM. I would therefore implore anyone reading this to take part in the survey, and air their grievances against British Gas. Please log onto www.gov.uk/review-of-OFGEM-call-for-evidence. As an alternative you can use google to locate it.”

Helpful Report

Posted 4 weeks ago

“THE WORSE,BAD, INCOMPETENT, SCAM COMPANY YOU CAN IMAGINE I strongly advise you to avoid this company.”

Helpful Report

Posted 4 weeks ago

“Homeserve through British Gas are a joke and their customer service is rubbish”

Helpful Report

Posted 1 month ago

“Looting Energy company, awful experience”

Helpful Report

Posted 1 month ago

“Putting the bills up at this time of year knowing we have to put on the heating is a dirty move. How you sleep at night I don’t know. The millions of profit you make ! Shocking”

Helpful Report

Posted 1 month ago

“Everything from communication between departments to engineers turning up 5 hours late.Weve had no water for two days and still no sign of promised repair being done.Lodged a complaint and was told it could take 7 weeks to resolve.No doubt a reflection of the fact that a recent newspaper article put British Gas bottom of the table and that they had 1.4 million complaints in last 18 months.Perhaps if they paid their ceo less than the reported £8.2 million in 2023 they could spend more on improving their worse than useless customer service experience.”

Helpful Report

Posted 1 month ago

“Heating was cutting out, engineer came to fix, he appeared to do a good job which we sent a good review for, a day later noticed no hot water in kitchen tap, which by the way we NEVER HAD a problem with before, and heating is still cutting off, lodged a complaint.”

Helpful Report

Posted 1 month ago

“Call centre usless..carn't get a bill ..smart meter terrible..”

Helpful Report

Posted 1 month ago

“Absolute terrible service portraying helping hand to people with living crisis passed thier details to credit file and and passed thier details debt collection after agreeing the repayment absolutely jock promised to look into but no call or return call from the company”

Helpful Report

Posted 1 month ago

“I booked in to have a quote for a new boiler installation between 1 and 5.30. I went upstairs to put my baby down for a nap at 1.15 at 1.22 i got a message saying that my engineer had called and I was not in so they have cancelled the appointment. I called to say I had been in and they range the engineer who said he had rung the bell but had knocked and there was no possible way he could come back, I called at 1.30 once my baby was asleep. So I didn't get my boiler quote.”

Helpful Report

Posted 1 month ago

“Relates to smart meter installations or not as the case is. As with others don't deserve any stars in my mind. Initially enquired about EV tariff and told no problem if wanted to proceed. When contacted again told needed to have smart meter for electric supply first. Arranged appt. for Dec. 2024, no one turned up. 'Phoned back and told appt. that I'd been told had been made was not made/processed any further from call. Made further appt. for Jan. 2025, I rang day before and had heard nil, assured that appt. was booked and that would get visit the next day. Surprise surprise again no one turned up. I called again - no record of previous day's contact. Ridiculous having a call centre in S. Africa that only 'speaks' online with Planning Dept. in UK. Asked for appt. within the week given the issues encountered - this after being referred back (from UK) to call handler who dealt with initial complaint in S. Africa. Offered another appt. in 3-4 weeks which I declined. Asked call handler to speak to Planning Team and arrange an appt. as soon as possible. Heard nothing in 5 working days - though requested confirmation within 24hrs. 'Phoned again and got offered an appt. in 3 weeks to resolve issue - no assurance that appt. would be met as Planning Dept. arrange own workload - even though appt. date and time communicated to customer is sent through to them. Declined appt. and told was being referred back to manager of call handler in S. Africa. was going to go elsewhere for smart meters, but have to be installed by current supplier. Then, if I do move, new supplier may not be able to access meters installed. Valued customer I think not. Plus, when you try to give feedback in callback received you're cut off after being told verbal feedback requested is not understood - has happened x3 times thus far and other occasions have not been able to access call. The sooner we can move supplier the better.”

Helpful Report

Posted 1 month ago

“Shame we can't put negative stars. Sending crazy inflated invoices. Threatening legal action if you don't pay. No help from customer services. Spending hours and hours on the phone and with useless chat bots. The Ombudsman is powerless. Been going on for well over a year. Their new invoicing system does not work and they are trying to hide it. Their services desks are over loaded with thousands of customers with the same issues. Will move away from them as soon as it is resolved but how much longer will it take.”

Helpful Report

Posted 1 month ago

“Had a bill that made no sense, tried calling them repeatedly to resolve the issue, they took more than a week to give us any semblance of help and then when we got through we had multiple instances of them hanging up on me during the call, so couldn't be an error. Will not be staying with them, would not recommend using them.”

Helpful Report

Posted 1 month ago

“They do not register your name on the invoice of this company. This company is the worst in the world. Just to warn you. ⚠️”

Helpful Report

Posted 1 month ago

“There was no option to give ZERO stars or negative stars otherwise I would My partner is about to run out of credit on key meter, is disabled and topped up and has been given the run around from you. The most recent call ended with employee telling him it was all of a sudden to do with the shop where he added the credit and no longer a British Gas problem and further more that the guy from the shop was going to call my boyfriend. (Is he telepathic ?) This is beyond ridiculous . He has £1 left on meter”

Helpful Report

Posted 1 month ago

“What a nightmare Promised us a new boiler for christmas Our boiler broke at the start of December And we waited for British gas to mess us around to end up with no hot water or heating for a whole month plus christmas with a 2 year old in -5 weather Which cause we had a 2 year old we are fast track, what a lie They are all super nice until they get your money and boom! The nightmare starts It was one thing after another, no one talks to each other, and they just blame one and other for mistakes or problems! They also put scaffolding on the wrong side of my house, then refused to move or take it down, I had to ring the scaffolding company myself muti time to get it took down We ended up going with a local company which were amazing!!! But trying to get a refund back from British gas was also a nightmare, we was in our rights for one as it was still in the 14 days refund policy but to get the refund I had to hold all there piles and new boiler I had I'm my garage hostage which they tried multiple time to collect, As soon has I had my refund them collected it but it couldn't come to that really! AVOID!!!!!!!!!!!!!!! ALSO VERY OVER PRICED!!”

Helpful Report

Posted 1 month ago

“My smart meter was installed 4 years ago. Last year the gas meter had to be replaced (flat battery) The monitor then stopped showing electricity consumption & readings. A British Gas engineer called & replaced the smart meter. He lived locally and told me he had the same problem with his monitor. BG are hopeless,I will switch asap”

Helpful Report

Posted 1 month ago

“Our experience of British Gas as an energy supplier has been terrible - it has been a catalogue of errors and poor service. We moved into a new house a little over six months ago. We’ve since found out that British Gas did not install the gas meter correctly so it was not smart. They then ignored all the meter readings we sent them and tried to charge for both gas and electricity before we moved in, they also vastly over-estimated our usage. Whilst trying to get this sorted we were lied to, spoken to rudely and emails were often not responded to for over a month. They have refused to fix the meter. Eventually they pressured us into close our complaint without ever apologising. Because they ignored our readings and over-estimated we were £500+ in credit but they still increased the direct debits! The service we received was truly awful. We did everything we were asked and gave them every opportunity to make it better but they had no interest.”

Helpful Report

Posted 1 month ago

“Shockingly bad customer service , I called 7 times for the same issue, I had a considerable credit on my accounts the 6th time I wanted to raise a complaint but they refused to take and I stead of refunding me they are investigating my meter asking me to send pictures despite a large direct debit each month and large credit on both accounts time to switch fir me”

Helpful Report

Posted 1 month ago

British Gas is rated 1.2 based on 3,064 reviews