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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I'm pretty sure their online 'chat' is just bots.. I wish I could have put a transcript of our conversation here. They are unknowledgeable, slow, and they do not care. I have been having an issue with my meter and no matter what I say to them they just move onto the next scripted question. It's so tough to even talk to them. After talking to one guy 'Sakshi' for about 20 minutes about my electric meter, with him giving me random advice, he then asked me if my issue is regarding my gas or electricity meter. I mean, that was it, I just quit the chat. Absolutely useless.”

Helpful Report

Posted 1 year ago

“There are serious issues surrounding the honesty and integrity of this company.. 1. In July 2020 I spoke with a rep on the phone who claimed I potentially owed 4K for 3 months energy usage. Which is impossible in a terraced house! Left me worrying for 8 months with no response to the complaint I lodged with them. I sold the property & they refunded me £125 as it transpired I was actually in credit & owed nothing! No apology or explanation given after months of chasing! 2. Sold my property, provided meter reads which photographic evidence of this. Moved to my new property in June 22. In sept 22 recieved a bill for 2.5k for the month April - may.. it’s not possible to use a years supply in a terrace house in one month! Called them, was told they billed ME simply because they didn’t have the details of the new owner. had to waste more time & calls at my own expense to sort… again. Made another complaint that again I received no response to. I didn’t even own the house anymore & British gas were aware, but chose to bill ME anyway! Apologised & wiped the bill after another 2 weeks of chasing. 3. Raised my direct debit to £250 with no explanation. It transpired I was only using £120 - £140 a month. Took so much extra money that I ended up almost £600 in credit over 3 months! British has kept this money until I demanded it back & changed my direct debit to reflect my usage. No doubt gaining interest in their account for months. Then a month later tried to suggest I raise my direct debit to £418! I called again, was told this was an error on my account… again. Apologised & refunded after more weeks of chasing. 4. In October 22 the monthly bill went back up to almost £400… from £250. Again no explanation. So I tested this bill. I turned my central heating on in November.. bill was £400. Turned it off ever since & the bill was STILL almost £400, work that one out? 5. Realised I was the subject of a scam somewhere along the line so I tracked my usage using the app.. my bill bizarrely did not reflect the stated usage on the app & there was an additional £120-£180 being added to my bill monthly with again, NO explanation. 6. Left British gas because I would be crazy to stay after all the issues highlighted above. switched to EON. EONs bill for the month? £180! So why was my bill with British gas so high? 7. Recieved the final bill from British gas… gas £149 for 1.5 week of usage! Electric £84 (I’d insert a laughing emoji if I could) this is with no central heating being turned on & the gas is only used to heat the bath/shower/sink once ever other day (we shower at work) I called & made yet another complaint. Now getting a refund & owe nothing… but had I not called them I would’ve had to pay this fictitious bill! Again, apologised & refund issued after another week of chasing them. 8. Parents are elderly & own a very large 6 bed house, their bill for the month? £230.. with central heating on daily & no benefits coming in aside from pensions (EON) I own a 4 bed house, no central heating on bar one month of the year, my bill? £400! (British gas) DO NOT use this company unless you want to pay a variety of fictitious charges that you do not legitimately owe! Thankfully since I realised British gas were scamming me somewhere along the line & have been gathering evidence ever since. I feel extremely confident with the evidence I have been keeping since last year that winning in court would not be an issue according to my solicitor. Please save your money & go with EON, octopus, utility warehouse etc. the customer service is better, you will save a lot of money, you can avoid being scammed by British gas & complaints are responded to in a timely manner.. as opposed to not at all & you are not subject to imaginary charges that have clearly been completely made up by British gas! Awful experience, after being a loyal customer for over 8 years previously, I will never return to British gas, EVER.”

Helpful Report

Posted 1 year ago

“It takes ages to load up when it is working. Also you cannot use to update your bill.”

Helpful Report

Posted 1 year ago

“British Gas and the dire customer service, don't listen and are condescending. I was consistently given the wrong info and everytime I questioned this she became abrasive and spoke to me like I was an idiot. Turns out I was right all along it was the meter and not my gas consumption. Been with the company for years, now in the process of switching and and for what it's worth I have put in a complaint.”

Helpful Report

Posted 1 year ago

“Tried several time to contact these charlatans, nearly three hours wasted. There app is pretty much useless as well. States we are working on a new app, really for the last six months. How does a company like this get away with such poor service”

Helpful Report

Posted 1 year ago

“i moved house in Dec 2022 logged onto my account and added new address for transferring my homecare i am not with BG for my gas or electricity thank goodness logged on to arrrange a service still old address cant book service not due so i again changed address details got email from BG acknowledging this logged on again still old address tried to ring BG couldnt speak to anyone today i got through but couldnt change address old address still on system £28 a month direst debit cancelled”

Helpful Report

Posted 1 year ago

“I have been with British Gas for 6 months and I have never managed to speak to an actual human over the phone. One time I waited for so long that I actually cried out of frustration. Ever since I have used the "chat". It is literally impossible to know if there are any humans there either, since they all give you the exact same scripted answers. AVOID THIS COMPANY! I have had problems since the start and absolutely no help. If you encounter any problems, good luck finding any help!”

Helpful Report

Posted 1 year ago

“On the phone to BG for an hour, passed on 4 times to a different person, every time I have to pass security check. I just wanted to know if they have an option for selling back to the grid because I am about to purchase solar panels. Customer service in South Africa didn't have a clue what I was talking about. Unfortunately, me and British Gas are parting company after several years”

Helpful Report

Posted 1 year ago

“Absolutely unacceptable! I waited for an hour to get through to someone. I am a new customer so literally asking them to take my money and they can't even get that right! WOW. after waiting for an hour I got transferred a few times for the agent to tell me they only deal with business clients.”

Helpful Report

Posted 1 year ago

“APPALLING SERVICE - waited nearly an hour, finally got through and they immediately put me on hold, absolutely disgraceful !!!!!”

Helpful Report

Posted 1 year ago

“Awful can’t top up on app telephone or guest link or post office I will have no gas soon Wish I never came as a new customer worst supplier I’ve ever had”

Helpful Report

Posted 1 year ago

“Appalling company! Appalling customer service a money grabbing greedy people!”

Helpful Report

Posted 1 year ago

“Gas not in for over a week no help over 10 phone calls but nothing resolved”

Helpful Report

Posted 1 year ago

“Where do I start, extortionate pricing for gas & electric, incorrect billing leading to incorrect credit that was promised, then this was used again a bill to allegedly bring the bill up to date (even though we paid 6 monthly and had just paid 3 months previously) the bill after 3 months was the same amount as the 6 monthly bill. I understand pricing are going up but not doubling after previously doubling in early 2022. The credit reduction which we were then promised was held to be used against our account as the new amended Direct Debit (reduced as we were paying to much) we found out wan't actually enough to pay our next bill ??? no-one can seem to work out the cost and calculate a 6 month DD to cover it. I also provide meter readings as clearly their estimates were way off. I then go to submit my next reading the its lower than a reading taken mid-month which wasn't provided by me and my husband - so who provided this to them? according to the auto message it was from me. Not by my emails and photographs of readings it wasn't - its a joke I am delighted I am now moving to Octopus after many recommendations”

Helpful Report

Posted 1 year ago

“Have reported at least 4 times on chat the results are really pathetic I reported my smart monitor was offline and the app was not working one guy on chat said to wait till end of March PATHETIC SERVICE REPEAT PATHETIC SERVICE. 😑 🙄”

Helpful Report

Posted 1 year ago

“Awful service experience don’t even… Awful service experience don’t even deserve 1 start but had to select something! Every time I call I speak to someone who’s English is below poor level, they have made 3 mistakes on my DD account in the space of 5 months, complaint handling is beyond poor, what has happened to customer service industry, is no one speaking English anymore? Why is it called ‘British Gas’ if you can’t talk to someone who understands and also knows how to do their job? I’m in the process of switching suppliers this poor and low level of service has pushed me to do this, and they will keep loosing business! Awful is a nice way of putting this, I’m disturbed of how bad it is and feel bad for the elderly customers who have to contact this company”

Helpful Report

Posted 1 year ago

“British gas fabricated a bill of 1084 pounds of which I had proof that I did not owe but they put a collection agency on to me which sent letter after letter until I showed them proof that I did not owe the money. I have had no apology or any communication for 2 months and I still do not if this action has been dropped, appalling behaviour.”

Helpful Report

Posted 1 year ago

“Thieves they took my bill twice from my account - Then a person called nosi was eating down the phone Then the next operator gave me fake emails to send my proof of payments Absolutely terrible”

British Gas 1 star review on 1st March 2023

Helpful Report

Posted 1 year ago

“Woefully inadequate. It took British Gas three months and several attempts to 'set up' a direct debit (which, incidentally had been fully operational for many years). Repeated email complaints and requests, coupled with online chats failed to fix the error and I was forced into potential arrears with the prospect of being forcibly transferred to a more expensive prepayment option via their abuse of the legal system. Finally I had to work around their incompetence by settling the bills outside of their direct debit system. No operative had any understanding of the problems they themselves had caused, nor how to rectify them, and the promised telephone call from a 'specialist' never materialized. Repeatedly, emails were responded to with auto response promises of a detailed response from a manager, and again such detailed responses were not forthcoming. Complaints and problems were generally either not addressed, or were summarily dismissed by the operatives against whom the complaints were made. Today I have changed my gas supplier, and received from British Gas a patronizing public response PR exercise expressing their 'sadness' at losing me as customer and asking if they could do more, when a more honest question would be, could they have done less'. Undertrained or underqualified staff, aided and abetted or encouraged by feeble and cowardly management indicate that British Gas has a customer relations model unfit for purpose, which may go some way to explaining their loss of hundreds of thousands of customers over the past few years”

Helpful Report

Posted 1 year ago

“Bad customer service after we had no hot water or heating after a service”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,021 reviews