British Gas Reviews

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

1.2 Rating 3,035 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,035 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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“I am having my kitchen floor tiled. I have a stand alone gas cooker and am a British Gas customer. The cooker has a very short chain so I will need to have the cooker disconnected to enable the tiler to get to where the it stands. I will then need the same cooker reconnected. British Gas have just quoted me £73.53 to have the cooker disconnected and then a further £110.29 to have the same one reconnected. Yes, very nearly £200! This is more than the actual tiles cost!! Shame on the greedy British Gas and entirely irresponsible of them too as I think some people might try to do the job themselves and could put themselves and others at risk.”

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Posted 6 years ago

“Leaving BG, very disappointing service We have currently moved in to a property with smart meters. I have called BG to asks them to switch off the smart function or revert the meter to a traditional one as it is interfering my relative's pacemaker. The customer service was unhelpful and patronizing. I am so disappointed with their customer service. Will switch to a different supplier. I have cancelled my insurance with them too. Dont want to do anything with a company who cares so little.”

Helpful Report

Posted 6 years ago

“British gas are the biggest joke of a company to deal with, only that the outcome of dealing with them was no joke. We have been left with no gas over the last two weeks, making christmas a VERY cold one with no hot food. Had british gas done their job properly, everything would have been fine. But as they fitted us with a new (broken) meter and we were unable to top up. They have been round 4 times in the last week to put emergency gas on our meter but the top-up problem still isn't fixed. BRITISH GAS CAN DO ONE, IF YOU'RE THINKING OF SIGNING UP TO THIS DEHUMINISING COMPANY THEN THINK AGAIN.”

Helpful Report

Posted 6 years ago

“Your letter: CMN/DCL/LET1 211218 851010946322 It was agreed in chat online that my energy bill is paid by direct debit on the 28th of each month starting on 28th December 2018 at the agreed amount of £65.50 per month for a period of six months. Your letter PAY/PSC/CHGE/DDIN/CR 131218 showing my bank account details and amount(s) payable indicates that you have agreed to payment by direct debit. Your paragraph 'making life easier for you' I have questions. Why have you not taken the agreed amount from my bank? Will you please refrain from sending frightening letters with threatening overtones? Will you please read the online chats to confirm the above? dd David Dorrington NR147T/21”

Helpful Report

Posted 6 years ago

“So glad i left this company suppose to have serviced my boiler for years after me paying £28 monthly for the service. After leaving british gas I got an independant gas service engineer to service my boiler and he said this has never been serviced in years aparentely theres a bowl in the boiler that collects sediment and is supposed to be emptied and it had never been emptied my water and heating has never been as hot ill be sticking to the independant engineer from now one British gas your a disgrace”

Helpful Report

Posted 6 years ago

“Trustpilot reviews Categories My Reviews My Settings Help LOG OUT Alternate Text anna London, GB For companies Your review counts! You reviewed British Gas Add photo anna anna 24 reviews London, GB Star 1 Star 2 Star 3 Star 4 Star 5 Updated just now Simply shambolic!! Homecare boiler cover and customer service quite shambolic!! Repair job not properly done in the first place led to boiler breaking down the very next day and again after few weeks! Had to call my own plumber as BG would not send an engineer till the Monday leaving a family with no boiler for the whole weekend. When the boiler broke down again after a few weeks a different BG engineer attended and was meant to come back the following day with the part that should have been replaced in the first place. Guess what? He couldn't as he received the wrong part! When he finally turns up a few days later with the right part guess what? He manages to change it but another part which was perfectly fine before he puts his hands on it, breaks down. So he replaces that one too but guess what? Another part breaks down and guess what? He doesn't have it in his van because coincidence he used it the previous day and didn't replace it! So he has to order it and has to come back the following day leaving us with no heating and no hot water! I ask to borrow an electric heater but guess what? Roo much to ask....He hasn't got one in his van! I have complained to BG customers service and a Mr Shah from the Leicester team promise 100% to call me back on the 12th of December after one of the several engineer's visit but guess what?? I'm still waiting despite I called them again on the 14th to enquire about my complaint. So not just incompetent engineers but also appalling customers service. Well done British Gas! Won't recommend to anyone!!”

Helpful Report

Posted 6 years ago

“Its a shame you cannot pick '0' stars! Awful service - or lack of! As some of the other reviews here state - took a day off work for an annual boiler service - first one after taking out the cover, told engineer would arrive between 8 and 1, no update online just constantly says 'in your area' call up to chase after no one turned up, and I was told that I was the next job but the agent would check for me, then told after being on hold, that the job had to be cancelled. The agent was polite and it was not her fault, although complete lack of customer service with no communication in regard to the cancellation and a day off work wasted.”

Helpful Report

Posted 6 years ago

“Took the day off work for an engineer visit told between 12pm and 6pm get a phone call at 5:30pm to say the engineer wont be here. Useless no explanation just tough. Will not be renewing contact since this is the way they treat the customer.”

Helpful Report

Posted 6 years ago

“7 days still not hot water & NO update for 3 days now... After waiting patiently for 4 appointments (over 28 hours of waiting), I am still without hot water. I also have explained I have a medical condition which makes me more prone to this problem. The job is not even a complex one. I am tempted to just sort it out privately for £100 or so. - I have had to call British Gas 12 times so far. - On Friday I pushed to speak to a manager. The manager apologised and promised to call me back but he did not. - I chased up yesterday (a 43 minutes long call), they apologised again, but again failed to call back with an update. It is Sunday now, still no hot water or update. Not what I expected after paying for the most expensive homecare cover for over 18 months. The worse thing is its not even a complex job, 2 commonly available parts need replacing. Given I have a medical condition, I asked British Gas if I can pay someone privately to fix it as despite paying my monthly fee to have this sorted by British Gas, the main priority is to have hot water. They said they would not cover the costs and advised me to use a kettle instead for hot water. When the manager I complained to then messes you around and doesn't bother calling back with an update you know something is seriously wrong. I have a job so I have to take time out to be home available and it is super frustrating after the 6-hour time slot has ended that they call me to say they can't make it. I have lost out financially by not being at work, paying a monthly fee for nothing and still no fix or idea of when someone will come. Oh yeh and for this eventual fix, I have to pay a £60 excess fee on top of the monthly fee which is a complete joke! Stay away from British Gas. Terrible company. Terrible engineers. Terrible managers.”

Helpful Report

Posted 6 years ago

“Absolutely rubbish service is horrible keep on opening accounts in my old address off I've ended up with 6 accounts getting bills every 4 months every time I speak with somebody they promised me that the accounts are being closed down and a few days / weeks / months later I receive more bills absolutely disgusting. Never use be aware.”

Helpful Report

Posted 6 years ago

“I am with Homecare agreement which has home appliance covered. my Micowave breaks down and report it on the 26th November to get an earliest appointment for 6th December this 11 days later. They called to cancel the appointment on the 3rd and offered me an appointment forthe 14th December. I conplaint that this is not good enough compaint was not logged. I called on 6th to see why no one called for my compaint. Fillany spoke to them on 12th they offered £30 as agood will gesture then again today 14th no one turned up. I have mad another compaint as the appoinment is for the 28th December. I have not had my £30 or anyone who has looked at my microwave. I would give British Gas zero stars and would stay a way from their applicance policies as they take your premiums but have not one to do the work.”

Helpful Report

Posted 6 years ago

“Tried to make an appointment to get my Nu Flame Slimline Radiant HE (6 yrs old) gas fire repaired. First two appointments not attended - actually cancelled without notification from B Gas. Engineer turned up on the third appointment spent a lot of time looking on his computer and about 30 seconds looking at the fire. He then announced that my gas fire was not on his approved list and he could not have not do any repair work on the fire. Thanks British Gas, a waste of around 3 days of my time. You were given full details of my gas fire and it’s problem when I made the appointment. The radiant HE is a popular brand and I rang Nu Flame who confirmed you carry out repairs on their fires. I would give you no stars if it was allowed. Derek Wright”

Helpful Report

Posted 6 years ago

“Absolute liars! Missed appointment after a phone call that the engineer is going to be late.I called them the next day to be told that the engineer visited at 7:21 but no one answered when I confronted the gentleman the line got disconnected magically so I called again to be told the same story and offering an appointment almost two months later; which I refused and insisted on filling a complaint. The story however re the engineer changed to "the engineer was new to area and hence could not find the address.They offered a £30 compensation but I wanted to progress a complaint to save others from these liars, I was on the phone for over 50 minutes and around 10 minutes for the complaints team only to be told that they will call me in two days and after insisting I have a complaint number which might not be real. Definite liars. Looks like this a common practice in British. I am sure no one will call me. Let's see....”

Helpful Report

Posted 6 years ago

“Dreadful company to deal with, I moved house and it took four phone calls to get my account moved over. some of their telephone staff are not helpful, and it takes far too long to get to speak to someone when you have problems with your account. I have now moved away from them and are determined never to use them again. British Gas = the worst energy provider in the UK.”

Helpful Report

Posted 6 years ago

“We have been paying Bg for an annual Homecare agreement for a number of years. Last month we were away when our boiler developed a fault. This was discovered by our son who immediately contacted me. I then tried to arrange a call our under the Homecare agreement. The fault was discovered on Friday night I rang BG from New Zealand where we were at the time. Two attempts were made to arrange a visit each were both through an automated system that was unable to comprehend my information and which cut me off. I eventually got through to a human being only to be told that the first available slot was the following Monday between 12 and 6pm. to facilitate the appointment my son had to take a day off work with loss of earnings. On the day of the appointment the engineer finally arrived at 4.45pm which meant that my son did not really have to take a day off work and could easily have worked round the attendance problem. The engineer then inferred that the boiler had not been serviced recently [despite a service being supposedly conducted within the last three months by themselves. He also stated that the problem related to the motherboard which needed replacing but could not be done that day as he did not have one with him. An further appointment was made for the following day this time the engineer agreed to ring when he was on his way so that my son did not have to take a further day off work. When the engineer eventually arrived at gone 5pm the repair was carried out bu the system still failed to work. it was then decided the fault laid with the pump, which was replaced. When we returned home a week later we found that the heating system failed again. I contacted BG, but they could only send an engineer the following day between 8 and 1.00. The recommendation from BG was to put on more layers of clothes! The engineer arrived around 11am and so called fixed the problem which he though was to do with fan. The boiler keeps cutting out and the pressure drops. It has to be restarted manually. By now we had decided to get a new boiler but was assured that the boiler should last until the replacement has been made. That was Friday, when we got up on Saturday we found that the boiler had cut out again. I tried to arrange another visit only to find the the first available one was the following Monday. I did however managed to restart the boiler and had done so on a further five occasions. We have constantly check to ensure the boiler is still working and the pressure has been maintained. As a result of all the hassle we are now considering not renewing our annual contract. Through my dealings with BG it is increasingly obvious that they are increasingly putting shareholders before customers. There are not enough engineers to cover their services. Engineers appear to resolve the issues on the surface and do not delve into the causes.”

Helpful Report

Posted 6 years ago

“We moved home and made the mistake of get involved with British Gas. Two months on they dare still sending all correspondence to the old address. After two months of trying to chayour home address we have given up and decided to move to a different provider. British Gas lies and inefficiency sets new standards for poor customer Service. Avoid at all costs.”

Helpful Report

Posted 6 years ago

“You sent the engineer Henry T to fix my bolier problem and he did a thorough and terrific job. I am well impressed. Thank you British Gas!!!”

Helpful Report

Posted 6 years ago

“I was thinking of taking Homecare out with british gas but after reading all these one star reviews I dont think I will bother”

Helpful Report

Posted 6 years ago

“I booked an appointment ten days in advance for boiler service and radiator repair. The timeslot was 12 midday to 6pm. I booked the day off work as I work 20 miles away. At 5.40pm, the call center rang and told me that the appointment was cancelled as the engineer was stuck on a leak somewhere. The excuse for calling me at 5.40 was that the agent had to call other customers first. This kind of service stinks. I'll be cancelling my account and using a more reliable and honest company.”

Helpful Report

Posted 6 years ago

“Yesterday i was visited by one of your engineers to fix a fault on my boiler I found him to be helpful friendly competent and sympathetic to my needs I have been a customer for over 40 years and I have no thoughts of changing”

Helpful Report

Posted 6 years ago

British Gas is rated 1.2 based on 3,035 reviews