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

“Incompetence and inefficiency at it's most profound. Found out after several months we were on estimated bills. Requested technician, several weeks later and having to wait in all day and turf out everything in order for the meter/comms hub to be seen for him to look at a light and say he can't do anything. Its a known fault, why didn't someone say on the phone to check; it would have taken 2 seconds, rather than waste my time, the technicians etc. To exercurbate it further, to try and complain is painful in the extreme. The complaints email and even the CEO's are apparently full and returned, unread! I finally get a reply and it was totally unacceptable. This is a disgrace, totally incompetent, inefficient and this needs to be addressed. I'll now have to wait another several weeks to get this resolved - totally unacceptable!!! Charlie W”

Helpful Report

Posted 2 years ago

“1) I have wasted hours waiting to speak about the astronomical bill. 2) I have received 2 emails on the same day. One charging for debt payment if I don’t pay and the other saying they will take my payments thru direct debit that I had set up. 3) one person with incomprehensible dialect spoke and took all details for verifying the customer details and then said he’d check and if I could hold for 2 minutes. It’s been 45 minutes of listening to cacophonous music and repetitive messages of how good BG etc. The guy just disappeared and my questions remain unanswered. It’s the worst possible experience from any service company on the planet!! And then they have the audacity to say abusive behaviour will lead to call disconnection . Obviously there are millions of customers who have either abused them already or are seething with rage wanting to abuse them but restraining themselves and being civilised suffering in utter agony. The absolute pitts!! They should be awarded the Worst company in the world recognition.”

Helpful Report

Posted 2 years ago

“Spoke to a helpful man couldn’t have done more very good service.”

Helpful Report

Posted 2 years ago

“Absolutely terrible service from the stone ages!!!! Their smart meter doesn't work but they won't replace it and openly admit there are no engineers in the area for months to come and have a look at it. As a result they are guessing our energy bill. Because we technically have a smart meter we aren't allowed to submit our own readings for better accuracy unless I sit on hold for 45 minutes during my working day because they don't take calls outside of Mon-Fri 9-5! I can not believe that during this period of increasing energy costs that a supplier is not taking ANY ACTION to help support customers. LITERALLY all it would require is the option to submit a meter reading online if your smart meter is not submitting readings. Even raising a complaint is difficult as you equally have to wait on hold or write a letter - no email address offered as a simple solution to raise concerns or get a quick response!!”

Helpful Report

Posted 2 years ago

“I have informed them twice of change of tenant on live chat since July 5th. Frustrating that you cannot speak to anyone to give them this Information. Have been waiting for my final bill after given them the meter readings twice! Then got a letter with a £13 charge for late payment that they reassured me had been cancelled and my account closed.! I got home today to a letter threatening me with a debt collector! Fuming is not the word!! 2 hours on live chat again sorting it out. Third time lucky and approx 5 hours of my time wasted sorting it out! Totally useless customer service in my opinion why can’t you just speak someone! Absolutely JOKE!!!!”

Helpful Report

Posted 2 years ago

“Totally useless customer services. On the phone again for an hour trying to get the meeter reconnected. Still no progress said the engineers will call to arrange an appointment. They said this 4 weeks ago. Still no electricity at the house.”

Helpful Report

Posted 2 years ago

“What went wrong, I’m with the wrong rubbish and contactless company In the world ,they are not just slow they have stopped There bills seem to be very fast ,no problems there .in the event I can Contact them I shall be cancelling my account”

Helpful Report

Posted 2 years ago

“All these energy companies like our country nhs, education is in a complete irrevesable mess, no wonder there is so many people with metal health problems, all our phone calls are going to I've seas call centres, that haven't a clue what they are doing, that's if you can get through to anybody at all, this is not just BG, this is all of them, as if we don't already get scam calls from abroad already these companies are entrusting our personal in information with the same said people, these companies should be fined billions for the way they are treating people, should never have been sold off in the first place, that's capitalism for you, these companies are run by billionaires and the weedle every penny off the vulnerable and they don't give a damn”

Helpful Report

Posted 2 years ago

“I recently had my boiler serviced via my British Gas / Scottish Gas z home care The boiler was serviced in May 2022 and to date I am still awaiting the service report . I contacted B G via their app 3 times and all I got was they have no details about service because it was done by sub contractor Local Heroes and they could not contact them . The service engineer came from Yorkshire . They gave me a job number and web address for me to get report . But web site was a nonsense as I could not put in job number . Firstly I pay a lot of money upfront for this agreement so why should I chase up the service report . How can BG arrange a service but yet cannot contact the sub contractor . So frustrated with the level of commitment to a customer . Final straw I spoke to someone in customer service 2 weeks ago who promised me a paper copy of service report but this morning I received a letter dated 3rd July 2022 saying I should get in touch with Local Heroes for report . I am surprised at this state of affairs By the way letter states service was okay but yet they could not supply a detail report . I wonder how could they make that assessment when they insist they cannot supply a detailed report . Weird way to run a company .If they are not great at coordinating this simple thing I wonder if I needed anything done Under the home service will I be able to depend on them .”

Helpful Report

Posted 2 years ago

“In brief, disgraceful. Central heating and boiler cover , 3 years without a service , excuses given , poor service to say the least !”

Helpful Report

Posted 2 years ago

“Why can we not get our boiler serviced we pay for homecare but had a sneaky e mail saying it might not get done. British Gas are in breach of there contract if not done this year. We will be making a legal compensation claim if they don't do it. You can't even speak to a person disgusting.”

Helpful Report

Posted 2 years ago

“I wouldn't even give 1 star! Switched to BG as supplier of last resort and have spent the last 8 months trying to get them to send us a bill. Advised by letter all in hand and no reading needed. Provided readings via live chat and on phone but not recorded. Took months to get set up then they just didn't take the DD and the meter reading reminder stopped. After 3 complaints, this was 'resolved'. Then they recalculated the entire billing from inception and told me we're in huge debit. Another complaint resulted in another recalculation leaving us in credit. Just had another bill that has back calculated again and now even more in debt!! 5th complaint just submitted. Every person I speak to tells me it's sorted and then 2 weeks later, they screw it up again. USELESS!!”

Helpful Report

Posted 2 years ago

“Been all day trying to work out how to send a picture of my meter readings because i dread contacting them by phone because it takes so long my hand and arm go numb”

Helpful Report

Posted 2 years ago

“Last time I called them took 43 minutes to get a reply time before just rang. I have asked twice over the phone for them to stop send me emails to the wrong email address. I have provided the new email address. I have made it very clear BUT they don't seem to understand a simple request customer service rubbish. Just tried through the chat line I failed to get them to understand me again I GIVE UP”

Helpful Report

Posted 2 years ago

“Inept. BG have yet again messed up our Direct Debit, Readings and Bill. Over the last 4 days our account has shown 2 bills and 2 reversals of over £1k each. We've been in debit for over 1.5k, in credit for £55 and now in debit for £800!!! I sent our readings and they said they were wrong so they wouldn't use them to bill me so I sent photos of the meters. This is when the money merry-go-round began on the App. When I looked at our usage on the App for the last quarter it is sky high. The only way it could be this high is if a music festival was being run off our meter. Utterly ridiculous! Then I find out they've been taking £50 a month more than the agreed direct debit without informing me of the change. This is the 2nd time in 2 years they've made a huge blunder and I've wasted time trying to get hold of them with absolutely no luck. It's wearing and infuriating. Every time you go to Live Chat a notice pops as informing you that there's nobody available. Utter rubbish. Utter, utter rubbish. Sort it out British Gas!!! Just look at the review sites! It says it all!!!”

British Gas 1 star review on 17th July 2022

Helpful Report

Posted 2 years ago

“Trying to find my next month payment. ‘Sorry we have a glitch is all I get. When I cancel my dd that will be my response. Get a grip.”

Helpful Report

Posted 2 years ago

“App is fine for checking what previous bills etc, but won't show usage, the chat rarely has anyone answering, and combined with the lack of phone operatives, the only thing you can do is to look up the FAQ section - which often doesn't cover my enquiry. British gas don't seem to want any communication with their customers.”

Helpful Report

Posted 2 years ago

“Have spent hours online and on phone, with no response. I did manage to find out that I am , for an unknown reason, with the defunct subsidiary Evolve. But I am unable to get through to them. As I write this I have been on hold for 40 minutes. Absolutely appalling customer service.”

Helpful Report

Posted 2 years ago

“Waited in 6 hours for a gas service. They failed to arrive or contact me. Rang them 3 days later. According to call-centre can't ring, email or write to them to make a complaint. They listen to my complaint & make one on my behalf. Asked if I could have a copy. No. So 'I've' made a complaint but have no clue as to its contents. This is customer contempt not customer service. Reply from British Gas Hi Neil, it's disappointing that it's not been explained to you properly. If we've raised a complaint on your behalf, we should do all we can to work with you to resolve it or escalate it to our dedicated complaints team if it'll take a little longer to resolve. So we can find out where yours is up to, please get in touch over Facebook or Twitter with your details & include #Trustpilot in your message. If you don't have access to do this, you can use the live chat option via the website or app. Thanks, Charlotte Reply from Neil I have a complaint made on my behalf & now have to contact you so you can find out where you're up to? I'm not on Facebook or Twitter. You know my address & phone number so; look at the complaint you made on my behalf, think of a resolution then contact me with it.”

Helpful Report

Posted 2 years ago

“I would of given 0 if did had been an option, we tried to change from a prepaid meter to pay by direct debit, easy you would think! All set up or so we thought, but because of terrible service a few months ago I decided to check, they tried but said it was blocked but didn't fix it or let us know, after broken promises to phone us back, still waiting and our credit is going down, so we could end up without electricity if they don't fix it and they didn't even bother to tell us there was a problem.”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,021 reviews