British Gas Reviews

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

1.2 Rating 3,038 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,038 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

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“Moved into a new property in April, had no choice but to register with British gas. Asked to have a top up meter installed, they asked for meter readings first which I supplied them with. I was then told that they don't match their database so I should expect a call back. Never had a call back so I called up, explained what had happened and went through this whole process dozens of times over the course of 4 months. Now they are trying to charge me over £500 and the meter readings are still wrong!! Called up today, finally getting a top up meter but not until the end of September because that is the earliest they can get an engineer out to fix both gas and electric meters! Once the bill is paid off, I will be going to a different supplier!”

Helpful Report

Posted 2 years ago

“Ridiculous, pathetic, inept customer service. Have been attempting to swap to British Gas Lite for months now to achieve a fixed lower rate. British gas keep objecting to the swap to British Gas!!! Even though my account is well in credit. Takes forever to get through even via webchat none of the links in the emails work. Still unsure if it's going ahead but I just haven't got the time to keep trying to contact them. Would cancel the whole thing and leave if possible.”

Helpful Report

Posted 2 years ago

“Was told I was due a refund, in the 13 of July, still waiting, we are processing your cheque.. Will take up yo tens days ...emailed the ceo..which I recommend, he's a sweet guy , but bound by disingenuous rules...really taking the micky out of me”

Helpful Report

Posted 2 years ago

“The worst company that I have ever dealt with. Staff and management are totally inept at dealing with the issue I have had to phone up for 8 times now! Gas meter was faulty, the electric meter was faulty, then engineer didn’t show up after waiting 5 hours. Three times British Gas promised a call back, all three times the call never materialised. After billing my account up to date and switching suppliers they “refunded” me the outstanding credit on my account. Or at least this is what they said. 5 days later no money, after phoning for an 9th time they confirmed the refund had been processed but that it would take up to 10 days. After 10 days still no money, I then receive a bill for £1900, even though my final bill was sorted and the refund of credit on to my account processed, and on the 10th phone call the operator informed me that they had never sent me a refund and that I was now in debt over £500. An absolute shambles of a company that is charging the earth and racking in huge profits. Avoid at all costs! I promise it’s not worth it to be, in any way, involved with British Gas. P.S I just received another bill for £37… Ombudsman is the next point of call.”

Helpful Report

Posted 2 years ago

“Asked BG to send an engineer to check if so-called meter tails, the cables joining a smart meter and a fuse box, are safe to use because they are old and we are not renovating the property. Took more than hour and several advisors just to send a query. The result? A rude and unprofessional engineer arrived to the site to exchange my elec and gas (!!!!) meters because they are faulty (????). Not even looking at the cables, the engineer simply lied to both me and his manager that they are safe. BG offered me to book a commercial, charged for appointment, because they can't confirm that the meter tails that they said are safe are safe indeed. Yes, it all sounds ridiculous, and so does BG. The worst thing is that I can't find a decent company to do the job, because the cables between a meter and a fuse box are considered to be an energy supplier property and the works aren't contestable.”

Helpful Report

Posted 2 years ago

“No consideration for customers or Help customers with special Health Conditions Replacing a Meter . Disgusting Service after years of using this company .”

Helpful Report

Posted 2 years ago

“Absolutely rip of never go direct debit with these they Rob you .. every time I phone all they do is end the call on me told me I was in credit 2 weeks ago this week I'm in debt over 2000 when I call to solve problem they end phone”

Helpful Report

Posted 2 years ago

“Absolute rubbish company , please please do not use they are complete liars and still waiting for a refund after having left them . Made so many phone calls ,nobody knows what there doing , I can’t believe how stressed they have made me . They are disgusting”

Helpful Report

Posted 2 years ago

“Terrible experience getting a refund of a credit balance on my late father's accounts. Had to deal with a call centre that promised cheque refunds that never arrived of several months, told at one point that the account didn't exist or was closed. Whatever you do, if you have a bereavement, don't tell BG using their bereavement service - just use the usual moving house process instead.”

Helpful Report

Posted 2 years ago

“Changed our tariff on documents and deleting old statements when we notified we were leaving resulting in a huge bill being deducted despite conflicting bills within 10 days of each other. Staff members accusing each other of lying, taking money from accounts even though they said they wouldn’t, advising us to take indemnity and then rejecting it from the bank. Complaints handler shouting and slamming the phone down on me and then closing the complaint with no notification or agreement. Disgusting customer service.”

Helpful Report

Posted 2 years ago

“I used to get my statements every month just to be told its changed to every six months they say their's nothing they can do How can they just change things without advising customer Also people have to budget as the energy prices are so high”

Helpful Report

Posted 2 years ago

“Will false you to switch to their "Smart meter" under false pretenses. Basically saying the old key meters are a fire risk and if you dont change them now they will take legal action. The real reason they want you to change is so they can make it ALOT easier to rob you with the new energy prices (all done automatically with the smart meter) The best part of it is the so called smart meter they installed, the smart screen you get with it and the internet app NEVER seem to work, top up or in sync with each other AT ALL. Not to mention the phone calls you will get at 12am to say your top up will be credited within 24hrs (never does) Oh and when you call them about it they will threaten you with a £25 call out charge if they find nothing wrong basically putting you in the mercy of a strangers competence. Avoid if at all possible.”

Helpful Report

Posted 2 years ago

“Awful ain’t the word currently running some kind of back hand bad business deal with torus homes I moved in to my home and stayed with the current supplier on the 4th July 2022 credited my account to then have my supply changed to British Gas who are refusing to change it back even tho it was in my name and refusing to tell me where my credit has gone I was informed by torus that British Gas had refused the account when the property was empty but they was quick to take it after I had credited the account and put it in my name now they tell me I have to register with them and pay again for what has already been paid prior to them taking the account off me without my concent as the tenant”

Helpful Report

Posted 2 years ago

“First of all please don’t even bother with theIr app it is absolutely useless the whole company is incompetent. I was transferred to British Gas when my supplier went bust God help anybody who has to go over to them be Aware that british gas will take out your agreed direct debt wait for it plus any other amount of money they want to I live in a one bedroom bungalow I have a smart meter they say that they are not getting any readings from it they sent an engineer out to sort it out they still said they are not receiving any readings intel them to give my readings sent emails gave readings to a person in customer service all to no avail every month they take out my direct debit which covers my bill and as I said two more amounts from my account without informing me 🥴🥴 finally got through to customer complaints they said it was a mix up on their side and that they will sort it 🤗 what do you think been In touch with them again still taking arranged direct debit plus two other amounts and saying I am in debit I have already had one stroke a few years ago I am so stressed it won’t be long before my next one 😤😤😤”

Helpful Report

Posted 2 years ago

“DONT USE BRITISH GAS!!!! They are a complete con. I was with British Gas for over 5 years paying a DD every month of what British Gas estimated, over £100 a month what is about right! British Gas then took £1470 out of my account claiming they had been estimating it wrong. I am a single mum on benefits... did they care... of course not ! There are plenty other provider out there.”

Helpful Report

Posted 2 years ago

“Currently in a huge dispute with British Gas. They have cancelled and replaced my bills multitudes of times (seven times just in June?). Each time they replace the bill they prevent you from seeing the previous one so you can't see what changes have been made. I, however, have downloaded each bill and pulled up one from 4th July which showed from 4th Oct-4th July I was in debt by £437.62. I cancelled my DD after a phone call with a rep who said I had to increase my DD payment threefold and I had no choice!!? I am now making one of payments each month of what I can afford. After I took this action my bill was cancelled and replaced to show a new bill for exactly the SAME period now saying I owed £870.85!!?? I have looked closely at both bills and can see how this was achieved. They changed the first meter reading for both gas and electric on 4th October making it much lower (how can that change - they took the reading?) so that meant that my usage over the same period was so much more!! I have written a letter of complaint to BG and am waiting to question someone over this. I am very suspicious of what the hell is going on here!”

Helpful Report

Posted 2 years ago

“British Gas App is next to useless. Ever since I switched to British Gas three years ago and I have a dual fuel account the App says it’s not receiving data from my gas account but the electricity account is receiving data. The App is not showing meter readings., However, I’m being billed half yearly for gas and electricity consumed. I have to calculate my usage by taking my own readings and using my last bill as a reference. The App needs fixing.”

Helpful Report

Posted 2 years ago

“I have been in dispute with British Gas virtually non stop since they took over my Gas and Electric when my previous supplier went bust last year. I have tried to use Resolver to get British Gas to rectify things, but they have stopped responding to my Resolver Case. Most of the problems have been over grossly exaggerated Direct Debits. I have lived in the same house for over 20 years with very consistent usage! Most recent problems are that British Gas have deleted and replaced the bills that were generated since they took over my accounts. Previous to doing this, my Gas account was considerably in credit and on course to reach zero by the end of the account year. - Overnight, when the bills were replaced, my Gas account went into significant debt and I cannot access the deleted bills. British Gas now deny receiving a Credit of £147.68 from my previous supplier, despite that I have an email from British Gas stating that they had this credit! This would have shown on the deleted bills, which of course I cannot access. The deletion of this credit would also explain why my Gas account went from being considerably in credit, to considerable debt overnight! I have sent British Gas a copy of their own email confirming receipt of my credit from my previous supplier, and they haven't had the common courtesy or manners to acknowledge my email. - I am tearing my hair out with them, and to say that I am angry is an understatement. I would give British Gas zero stars if it were an option!”

Helpful Report

Posted 2 years ago

“Oh my word, where do I start? All was fine before my previous energy company went bust and we were automatically moved to British Gas meter readings were given all seemed ok, until I got the bill in Jan 2022 which showed I was using £421 per month of energy(£320 of this electricity alone), 26 chats, 3 calls and a meltdown when the call lady said "well it is winter" yes my love it is winter but for £320 per month I could grow enough Cannabis to afford the bill! Finally I spoke to a lovely lady who said this seemed excessive and that someone would come out to test my meter, the day arrived and engineer was doubtful it would be a meter issue and that maybe I should get electrician out, yes yes mate test the meter. What do you know meter faulty shiny smart meters installed bill adjusted to reflect outrageous issues start reading zero, I assumed this would be it. Day after engineer left house smart meter box lost connection, informed them via chat with the "have you turned it off and on" script. Also no bills just an exceptionally high electricity usage on the app( approx £320!!) finally a bill Jul 22 with an estimated reading from Mar-Apr and a £795 debit brought over. Full melt down 2 in progress cant get through on chat and attempted 7 calls where I was 143 in the line. Finally got through to an agent who has reversed my bill and said someone will be in touch...... I almost give up, I have no idea what I should/could be paying and with rising prices based on my alleged current use will be about 6K a year 5k on electricty. No we do not live in a Mansion nor do we grow Cannabis, no hot tub and recently had a full electrical check.”

Helpful Report

Posted 2 years ago

“In mid-2021 I signed up for a boiler repair & HomeCare package. The British Gas engineer deemed the boiler to be in working order, but it wasn't, so I had it replaced via a different company. I called up to cancel my HomeCare subscription immediately and was assured it was cancelled. Fast forward over a year and I find out I have been charged all this time for HomeCare and was only given a 3-month credit. THIEVES”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,038 reviews