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

“Absolutely terrible customer service, will tell you what you want to hear and blatantly lie to you so they can get a good customer service score on the idiotic survey they send afterwards. I have been waiting for my refund over a month and have been told the following- ‘it will be in your account within 48 hours’ it wasn’t. ‘It will be in your account in 3-5 days’ it wasn’t. ‘It was never going to go direct to your account as you’ve moved supplier and the account was closed you will have to have a cheque it will be with you within 14 days’ Guess what it wasn’t! Now I’ve been told ‘it has been requested today and will be with you within 7-10 days!! Absolute LIARS!! I’m now awaiting a call from someone who is aligned to my case who I’ve never heard of and guess what I’m 100% positive that call will not happen! Do not go with British Gas they are appalling!”

Helpful Report

Posted 8 months ago

“I have overpaid for my supply by circa£1000 through the direct debit payment scheme. Rectification from British Gas was reduced monthly direct debits for the next twelve months. I requested my direct debits remain unchanged and for the surplus to be refunded. Apparently British Gas do not have the ability to repay in less than 8 working days and failure to do so will result in compensation of a maximum £8/day. Moral of the story, read your meter monthly. Adjust your DD quarterly and ensure your account never exceeds one month average consumption in credit. If we all do this it will make BG trade on energy, not customers funds”

Helpful Report

Posted 8 months ago

“I was on monthly billing but constantly being encouraged to move to monthly direct debit for ease and DD discount. I switched and ever since my bills have been gobbledegook, sometimes receiving three bills in one month where BG supply me with a bill with amounts that are questionable because of how high they are to then receive another bill showing large credits to the account, then to receive another bill which doesn’t add up! It looks like BG had the issue and were trying to rectify something but having raised a complaint via email to try gain an understanding of what is going on I receive a copy and paste reply to advise that the email conversation is no longer being monitored and to reach out via live chat if I have any issues. Impossible to speak to anyone on the phone too so I’ve ended up moving to octopus energy! I’m still try to understand what’s going on with my BG bill as the amount is much higher than I believe it should be. £999 was one bill I had reviewed?! Very sad and poor service!”

British Gas 1 star review on 13th May 2024

Helpful Report

Posted 8 months ago

“Took 4 weeks to get a clients gas put on.”

Helpful Report

Posted 8 months ago

“Totally mistreating my elderly, housebound neighbour when her electricity meter broke. Cut me off three times on the online chat, took an hour and a half of my time on the fourth attempt. All their solutions resulted in my elderly, housebound neighbour running out of electricity. They kept saying 'don't worry' and things like how she could call them up if she was running out of electricity, even though she wouldn't be able to tell until she'd run out as she's housebound. Absolutely despicable behaviour. Cut off the online chat before giving me the formal complaints form. The guy who showed up to fix her meter did fine and made sure she didn't run out of electricity. But they still haven't transferred over the money that was left from her previous broken meter. Treating an 81 year old, housebound customer like this is absolutely unacceptable. Please do not sign up with this company.”

Helpful Report

Posted 8 months ago

“Absolutely disgusted!!!! Left without gas for 12 days with a 4 year old.. promises after promises sorry will be resolved tomorrow day after day... Persons I spoke to day after day!! 2 hours every day sorry I do not know why you have no gas every day!!! Fuming without hot water, gas or electric”

Helpful Report

Posted 8 months ago

“Hello. Since December 2023 I am waiting for a bill. Been with them prior to December 8/9 months. Never sent me a bill, took my money every month, had the app. Could see usage, I panick. Contact them,endless hours on phone and emails. We are in may and still nothing. Depressing. Frustrated, £700.00 they got and no idea of any bill!? If I can see usage, how they cannot do a bill? Email CEO BRITISH GAS, no reply. Would just appreciate a reply from head of customers service to acknowledge the situation, well nothing. I moved since with 🐙 no problems, billing every month. So I am a unlikely one!! Only electricity. Even when I chat with customer service they seem surprised of the situation so I am now gonna write review on every platform I can think off. Thx british gas.”

Helpful Report

Posted 8 months ago

“This is a terrible company. Like others, I have been chasing repayment on a £1000 credit on my account for months. 2 workers have outright lied to me and told me I will be paid. They truly are awful. Avoid at all costs.”

Helpful Report

Posted 8 months ago

“After my mum passed away and I was transferring the account in my name, British Gas made a massive error and after a few calls I eventually got through and spoke to a lovely lady called Tia. She was really friendly, polite and helpful. Tia was able to rectify the problem. Thank you so much Tia”

Helpful Report

Posted 8 months ago

“They never play fairly. Everything you do will result in loss; with them, I nearly lost everything, but Adm kl td saved me. The assistance I received from Adam kl td impressed me. I had a few problems, but they were all fixed immediately. It took me less than a minute to speak with someone, and she was really kind and accommodating. Thank you for the excellent service! rb.gy/86242n”

Helpful Report

Posted 8 months ago

“In early March my account was nearly £2,000 in credit and British Gas would not give me a refund nor reduce the direct debit despite numerous requests. I changed to a different supplier at the beginning of April and I have only just received a final bill leaving over £1,400 due to me. Again after many requests on line and on the phone I am still awaiting a refund. This is a substantial overpayment and British Gas are holding on to my money. Terrible customer service!”

Helpful Report

Posted 8 months ago

“Staff are useless they read a script to you when u ring . Its a call center in south africa i think .They havnt got a clue how to solve a problem . If u email a complaint they say they will get hack to you in 7 days . Complete rubbish takes around a month if u r lucky .Better companys elsewhere”

Helpful Report

Posted 8 months ago

“Please never ever use this Company,do it at your own risk ⚠️ 🥲🥲. I was a pay as you do customer and thank God I left them . I use to pay my key metre every week .Now I am being bombadment with letters claiming I owe them money. I don’t understand how I never use their emergency facility . I am stressed out this company is a Bully. I am traumatised. I am tired and exhausted 😩 calling them and being told we have resolve your credit but hey letters are coming through my doors .!”

Helpful Report

Posted 8 months ago

“British gas has the worst app ever. Always had problems with it. The last thing I need when my electricity has gone is to spend half an hour resetting my password over and over again”

Helpful Report

Posted 8 months ago

“You are the worst company I have ever dealt with. You seem to be of extremely low intelligence.you can't even work a bill out,it isn't rocket science but it is to you,and the head says everyone should have a smart meter,god help anyone who has one . You couldn't make up how thick they are , I'll have to go on watchdog and show the world have thick you are.”

Helpful Report

Posted 8 months ago

“Having been a british gas customer for over 20years, and have always been satisfied. That is until today, after I waited in all day for an engineer to arrive, and when I rang BG, all they could do was offer me another appointment. Like I want to wait at home for another day, in the hope someone will arrive. I have CCTV evidence of the engineer driving past my home without stopping. THis is probably because there are parking restrictions in my road, and he did not want to risk receiving a parking ticket When I rant BG, I was told that I could not speak to the engineers manager to make a complaint, or speak to any other manager who was working that day. I have never come across a service industry or any other business who does not have managers working to speak to customers. I will be looking to move my business away from BG.”

Helpful Report

Posted 8 months ago

“Absolutely terrible company. The worst energy company I have ever dealt with. We signed for EV tariff in January. We got bill in February which was not right because there was only one charge but it was supposed to be separate it for peak and off peak + the value was incorrect. I have questioned it, nothing happened. Cut the very long story short, it's May now, nothing happened, I have been asking for refund for months now and they keep prolonging and keep taking DD of hundreds of pounds! I have lost my patience and want to leave. I wanted confirmation that they won't charge us the exit fee of £75 because they never provided the service we singed up for. I was told that the complaint team will be in touch in 24-48 hours, which was 5 days ago. They won't give me refund, they make it impossible to leave and we are overpaying hundreds of pounds every months because of their incompetence! It's disgraceful how they treat their customers and how incompetent this company is to provide service which they confirm I should be using!”

Helpful Report

Posted 8 months ago

“I moved to my current house a year ago and have never been able to submit my gas meter reading online. I have been told that I need to phone them which I have numerous times or spoken to advisers via chat. They have asked for photos of my meter as evidence of the readings which I have provided then they asked for two readings a week apart to be able to calculate my useage which I also provided along with yet another photo of my meter. Despite all the submitted readings my online account shows only their estimates which are much higher than the actual ones. They tell you that they will sort it out within 48 hours but they never do and are unbelievably incompetent! My bills are all calculated on their inflated estimates.”

Helpful Report

Posted 8 months ago

“I have been chasing them for bills for almost 18 months. I cannot count how many times I have either used the live chat or called them (over 20) and am always told that 'someone will get back to me by a certain date' and 95% of the time it never happens and I have to chase again. They also mixed up my gas and electric readings and ended up giving me a bill that was 4 times too high. I've moved companies now and am still chasing the final bill, being told again that they will get back within 48 hours. I've tried being really patient. I had to go through the Energy Ombudsman to get anything done at all.”

Helpful Report

Posted 8 months ago

“I was involved in an RTC accident a few days ago. A van knocked me down and l was admitted to the hospital lots of bruises and pain but no broken bones. When l left the hospital l phoned British Gas to top up my meter. So the payment went through and they said any problems when you get in give us a ring. I got home no electric working so l phoned customer services and they told me my meter was faulty and a engineer will be out within the hour. So l waited no engineer. I phoned back again and they said no engineer was booked for you! In the end l put the phone down on them and said l am leaving British Gas for Octopus. It was a different attitude then they offered me £75 to stay but l told them thanks but no thanks(my friend was offered £120 to stay as well). So l put the phone down on them they are the worse company ever for energy . Avoid these guys big time.”

Helpful Report

Posted 8 months ago

British Gas is rated 1.2 based on 3,021 reviews