British Gas Reviews

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

1.2 Rating 3,027 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,027 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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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

“Trying to set up boiler service which is overdue and should have been sorted out automatically. Been on the phone for over 2 hrs and still holding on.Disgusted”

Helpful Report

Posted 5 years ago

“British Gas has some of the worst IT systems and platforms in the industry, try signing up for one of their services, if you are lucky it should be done in a few months. It is only fair that the company goes into public ownership”

Helpful Report

Posted 5 years ago

“My boiler has now not been serviced in 14 months even though I have a contract with British gas. I booked a service three months in advance only to have it cancelled the day before.”

Helpful Report

Posted 5 years ago

“We have found Homecare engineers have all been friendly and professional and employed by BG, but the phone system and admin is appallingly bad. I've just hung up after waiting in the phone queue for over an hour. Their system gives you no indication of where you are in the queue or how long your wait will be. We've had incorrect charges, disputes over what is covered by the Homecare contract (which we eventually won) and DynoRod engineers turning up on the wrong date or with incorrect experience or partsto do simple fixes.”

Helpful Report

Posted 5 years ago

“Home care policy holder with no heating , no hot water, earliest appointment 5 days away!!!”

Helpful Report

Posted 5 years ago

“My boiler has not been serviced for 20 months even though I have a service contract with British Gas. I have been told by them that there are no available engineers to do it and my complaint is going to take 8 weeks to look into and respond. Meanwhile they have been happy to take the money and my current contract expires in 4 days time.”

Helpful Report

Posted 5 years ago

“Increased my monthly payment from £60 to £550 without mentioning it to me. Took £500 from account without permission. No one contacted me or got in touch after I contacted them. Rediculous behaviour and appalling customer service.”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“Over an hour and 15 minutes wait to speak to someone in customer service, had to hang up in the end. Not acceptable at all.”

Helpful Report

Posted 5 years ago

“weve been a bg Homecare customer for several rentals for many years. however the last two callouts have taken 7 days! this is far too long... obviously. although Stuart Cave (our so called multi premise account manager!) thinks this is reasonable!!!!!!!! we asked him to confirm that in writing but he hasnt. just to add insult to injury after waiting six days for the appointment, no one turned up!!!!!!!! this was last thursday (14/11/19). apparently they didnt despatch our callout as they had a priority!!!! instead they wanted to postpone the callout for another six days (i.e. until 20/11/19) when no doubt it would be cancelled again by another higher priority jumping the queue. This really is outrageous service and a breach of the contract which states callouts will be in a reasonable time. 12 or even 6 days is not reasonable. apparently the delay is due to unexpected circumstances (WINTER!!!!!!!!!). BG used to come same or next day which was fine. we will most likely not renew with bg again as we have had huge grief from our tenants (understandably) and had to compensate them. This defeats the whole objective of boiler cover which is to avoid such stressful problems and maintain good relations with tenants. I see that 'HOMETREE' have better reviews and will give them a try. seems BG dont give a s!@?. BTW as our tenant is having an operation next week we were made a priority (for all they know the op. was for an ingrowing toe nail... that just encourages people to lie to get a quicker appointment) and got a callout 15/11/19. but the new part wasnt fitted until 18/11/19. the engineer was professional and competent, BUT DEFINITELY CANT SAY SAME FOR REST OF BG. we have made formal complaint but no proper response, only acknowledgement.”

Helpful Report

Posted 5 years ago

“British Gas services are not worthy of the name. It is not possible to speak to an agent and this company does not reply to letters even those addressed to Dave Kirwan who is the Managing Director of Customer Operations. I have been waiting for a refund since the end of August.”

Helpful Report

Posted 5 years ago

“The man that came to complete our service for us went above and beyond what was expected, he was friendly and really could not do enough for us. It is such a rare thing these days to get such professional work. Thank you to Murray Hughes.”

Helpful Report

Posted 5 years ago

“I called BG to switch to direct debit when I moved to my new home. They sent an email confirming it is switch and that on every 15th money will be taken out. On 12th, they cut our power, an engineer was sent after calling them, the engineer said that it is still pay as you go and you should top up, they haven't changed it. I call BG again, after an hour of wait on the line, they say that it is credit not pay as you go and they cannot do anything, after 30 minutes of them putting me on hold and waiting, they give me a smart card number to top up, which turns out that it doesn't work. So we end up spending the night without power as they close at 8pm. as I work online, this caused me lose £502 pounds due to unplanned cancellation on my side from the company I work in, so cost me part of my salary. when I called BG, someone called Kyle completely refused taking any responsibility and kept repeating that it was my responsibility to top up, even though I couldn't and they had it on the system that it is credit, and took these incompetent workers more than a day to connect my power. It turns out I still cannot top up until 15th, so after many multiple calls and talking to so many stupid workers in there who don't even know what they're doing, finally someone changes the system to pay as you go. And guess what, I get charged £15 for direct debit, which I didn't use. So this stupid company makes a big mess up, thinking my account is direct debit, cuts my power cause apparently its pay as you go and you need to top up, even after calling, they can't top me up and give me wrong code. this causes loss of income of £502, they don't take any responsibility, when I file a claim, they keep writing wrong information down in their system and end up charging me £15. How is this legal and how is this company still running, it needs to be shut down.”

Helpful Report

Posted 5 years ago

“Last year we waited 18 months for our 12 month service and, this year, we are currently on our third appointment expecting them to turn up.”

Helpful Report

Posted 5 years ago

“They charged me £ 165 a month for electricity. They then told me it was going upto £195. Bulb are now providing my electricity for£95 for the same consumption. Almost all providors are simillar prices. I have complained a week ago and still no reply. My next email is going to offgem.”

Helpful Report

Posted 5 years ago

“I have been paying £165 a month for my electricty for three year. They then sent me a letter to tell me it will be going up to £195.I phoned them and got my kw/hr consumption over the last year. I put this figure into a site which allows you to change provider. I'm now with bulb which is charging £90.Almost all providers are in a simillar range.”

Helpful Report

Posted 5 years ago

“The call centre dont listen,I asked for part refunded from one account they refunded from wrong account, so left me with no credit on gas to use for extra heating for the winter, I then asked for money to be transfered from one account to the other and was told it couldnt be done, now found they have refunded all, so now in debit with one account, and then got a letter today saying my direct debit changed from £50 per month to £141, my quarterly electric bill is only that per quarter, I have sent 3complaint messages and only get a reply saying it may be dealt with in 21 days, as I have to deal with all household stuff, and I have severe anxiety, even feeling I cant do this anymore can anyone help.”

Helpful Report

Posted 5 years ago

“I have had homecare cover for a few years, and it has generally been very good. This year the service seems to have fallen off a cliff. The wait for an appointment is much longer, and there is no guarantee that someone will turn up for the appointment. The website frequently has problems. The phone lines have appalling waits, and when I tried to phone in a complaint, the representative hung up the phone on me. Avoid this service, ignore any reviews from previous years when it was actually decent.”

Helpful Report

Posted 5 years ago

“I am a pensioner in my 70's without heating due to boiler breakdown.I have to wait 10 days before they can visit.Will cancel contract at renewal.In the past they came out within 72 hrs.”

Helpful Report

Posted 5 years ago

“No heating in the house. My wife is disabled and very cold so I went to the website to book a visit since we pay extra for Homeserve and the earliest appointment is 2nd December!!! Thanks a lot! Useless bunch of time-wasters. Don't rely on them.”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,027 reviews