British Gas Reviews

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

1.2 Rating 3,037 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,037 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

“After some years as a home care customer, I decided that on receiving a renewal quote of over £460 I would go elsewhere for my cover. On phoning to cancel my policy I was immediately offered an improved quote. Why wasn't I given this in the first instant ?? I had not had the included boiler service either within the term of the policy, this was scheduled for 2 days after my policy end date but I was informed it would still occur. Today I received a text cancelling my annual boiler service with a lame excuse that the Engineers were all very busy fixing broken down boilers. I would get a letter sometime to rebook. Apparently BG have lost 850,000 customers this year. I became 850,001. They are never competitive on pricing, always amongst the most expensive & very poor service levels. Remember the days of the "Fat Cats" nothing has changed”

British Gas 1 star review on 6th December 2017

Helpful Report

Posted 7 years ago

“The worst customer service ever - inept beyond belief - case currently with Ofgem”

Helpful Report

Posted 7 years ago

“An engineer was meant to come out today to install a new boiler. They didn't turn up and British Gas want to reschedule for a week´s time. In the meantime, we have no hot water or heating. Terrible service.”

Helpful Report

Posted 7 years ago

“They claimed to have read my meter, and over read it by 10,000KWH and over charged me hundred of pounds.. it took around 6 weeks to resolve, hours on hold on numerous phone calls, around 11 more incorrect bills, to get my money back, which left me over drawn and unable to pay my other bills. When I asked them to cover my interest and costs, they offered me £40 (nowhere near the costs their error has incurred me)... when I accepted and said I wanted to still complain to ofgem I was told they would retract their offer of compensation if I complained to ofgem. This is clear bribery but as ofgem will not compensate me and I need the money I felt forced to not compain to ofgem. Bribed to not complain to Ofgem”

Helpful Report

Posted 7 years ago

“They have the worst communication between departments that I have ever seen. I had booked in for a plumbing job, which I had to take time off work for, and when the day came, British Gas sent their central heating people to fix a leak in our ceiling! I have never experienced more disorganisation and lack of communication within a company.”

Helpful Report

Posted 7 years ago

“Worst customer service I have come across. Simply AVOID this company.”

Helpful Report

Posted 7 years ago

“Absolute shambles of a service for Homecare boiler cover. Left without hot water and heating for over a month with multiple appointments missed by British Gas, who's only excuse was that they tried to contact me on my landline - even though they knew I would be at work and had my mobile number. One of the worst customer service experiences I've ever had and couldn't recommend strongly enough to steer clear of these cowboys.”

Helpful Report

Posted 7 years ago

“I pay a lot of money annually for homecare so that I have peace of mind that I am covered should anything go wrong,the last 2 years running my annual boiler service which I booked has been cancelled by the engineer on the day and rescheduled,I recently booked for a plumber to come and was told that it would be an all day appointment between 8am - 6pm which isn't great service but I accepted it,I took a days leave from work and on the day I had a phone call at 8.45 am to say my appointment had to be rescheduled because of a high volume of emergencies,obviously this was not the first time this had happened and I was furious,I phoned British gas and have made a complaint but they couldn't do anything about getting a plumber to me on that day,I was given £30 as a good will gesture but would have preferred just to have the service that I am paying for,it is completely unacceptable”

Helpful Report

Posted 7 years ago

“I neded a replacement boiler fitted. My 30 year old boiler could not be repaired. The BG advisor, Martin Johnson, called on Tuesday 14th November 2017. Martin was helpful,gave honest advice,and was not pushy. I was aware that BG would not be the cheapest but in my experience you get what you pay for. I agreed to go ahead. Later the same evening I was called and told that the new boiler could be fitted the next day. By 8am on 15th the new boiler and other parts had been delivered, and scaffolding was being put up. The fitter,Steve Childs, turned up on time and started work. He was pleasant, worked hard and kept mess to a minimum. Later the same day the BG electrician,David Skinner,anothervery pleasant chap, arrived to connect the electrical side of things. The scaffolding was removed early the next day and the old boiler etc was collected. Needless to say I was 100% happy with everything. In this day and age it is unusual to get service like this. Many thanks to all concerned.”

Helpful Report

Posted 7 years ago

“My annual boiler service that comes as part of my home care 400 package is overdue and I have contacted British Gas five times but they have done nothing to sort this out. Useless.”

Helpful Report

Posted 7 years ago

“I have only rated British Gas with 1 star because your site does not enable zero stars Their projected usage for me is a joke and not based on reality. I am a disabled pensioner with limited income and have been a loyal customer for over 40 years without a single missed payment, yet despite being nearly £100 in credit at end of last review they wanted an increase of around 25%, I refused and in May 2017 they increased my direct debit by 35% to £74 per month without advising me and sending me overdrawn for the first time ever, requiring me to draw cash from a fixed-term bond with loss of bonus. I managed to get my monthly charge reduced to £55 with dire warnings that I would be around £300 in debt at the end of my term. At the end of my current term I am nearly £200 in credit, yet they insist upon a monthly payment of £73 pounds or £94 if I ask for my credit back ! When I call their "Help Line" I get a nice asian chap who's English is incomprehensible who keeps repeating "you must pay". I cannot wait to switch and advise all British Gas customers to do likewise.”

Helpful Report

Posted 7 years ago

“I would give them a -5 if i could, stay away from British gas”

Helpful Report

Posted 7 years ago

“Utterly disgusting customer service and standards. British gas claimed to have read my meter and have over read it by 9000 Kwh. (I actually dont believe they did read it). They have in error taken all the money out of my bank account and send me overdrawn and unable to pay my bills. I have now given them the correct meter reading 4 times over the last month, phoned 4 times, been promised it would be resolved within 20 days, waited, it has not been, and now told it can take up to another 6 weeks. When I asked them to cover the interest on the hundreds of pounds I have lent them for free, for months on end, I was told they can't compensate me for that. When I explained I have spent hours trying to resolve this unpaid, I was told they can't compensate me for that. All with an antagonising friendly customer friendly tone. I will never ever ever use these clowns again, and when I told them I would post bad reviews online, again they are not bothered. I was told 'I can do what I want'. I have contacted the Mirror newspaper, who have run an article on this all too common error, and I will be making an official complaint to Ofgem. BE WARNED DO NOT TRUST BRITISH GAS WITH A DIRECT DEBIT ON YOUR BANK ACCOUNT. THEY HAVE SENT ME OVERDRAWN AND WITH NO MONEY DUE TO AN ERROR ON THEIR BEHALF. THEY WILL PROBABLY HAVE DAMAGED MY CREDIT RATING.”

Helpful Report

Posted 7 years ago

“Poor service and poor communication.”

Helpful Report

Posted 7 years ago

“I had booked an appointment to have a quote for a new central heating gas boiler to be fitted. On the due date, I received an email confirming that I could expect the BG Heating Adviser to arrive between 1pm and 3pm. Because of this appointment, my wife had put off a visit from a close friend and her child who wanted to visit before the end of the school half-term holiday. Come 3pm and no sign of or contact from BG. By 4pm, I had had enough and called BG to find out what was going on. Whilst not being impolite, the person to whom I spoke was not particularly helpful and suggested that the engineer could have been held up in traffic; when I asked why he could not 'phone to let us know that there would be a delay she replied that drivers are not allowed to make calls whilst driving. My obvious response to this was that perhaps he should stop, put the brake on and turn off the ignition before calling! The call ended when I said that I would cancel the visit altogether and look for another installer. I then decided to call the customer complaints number. I explained the situation and after much hoo-hah, was told that a complaint would be "raised" on my behalf. I then asked to whom I could write at the highest level in the organisation to further my complaint and was advised that I would be passed on to a relevant department. After quite a long delay somebody came on the line and I once again explained my complaint. He told me that he had no idea why I had been passed to his department! My response was " British Gas organisation is a joke!" By now I was past anger and was becoming amused because if you don't laugh you'll cry. I have been a loyal customer of BG for many years and have avoided advice to "switch" even though I knew I might save money. This experience has now made the decision for me - goodbye to British Gas! Edit”

Helpful Report

Posted 7 years ago

“Used the wrong address for electricity at the beginning of the contract , took months to put right, didn’t seem to use my actual meter readings for electricity or keep track of payments , now at the end of the contract they sent me a bill overcharging me for electricity , it was amended after disputing it but no explanation why this happened, and using a date that was before they took over from old supplier.the final payment still excessive and clearly wrong give me 7 days, won’t let me access info on online account and who has hours to spend on the phone keep going over the same thing , no confidence that they are using the right information and what they are charging is correct. I will never use British Gas again they don’t care and overcharge as if their right. The CEO should look at the comments on this site and hang their head in shame.”

Helpful Report

Posted 7 years ago

“non attendance at agreed time slot then another 8 days installation cancelled”

Helpful Report

Posted 7 years ago

“British Gas call them self top customer service providers in energy supply as well as central heating services well I just had to cancel my central heating cover with them after 2 years when it come to repair of my boiler and pipe work they turn around my policy don’t cover.”

Helpful Report

Posted 7 years ago

“Far far too expensive i now dont use my gas during the winter .i can only afford to wear multiple layers of jumpers .i worry imensley about my has bills.”

Helpful Report

Posted 7 years ago

“As both a customer and share holder in Centrica I fid this totally unacceptable We're looking into things for you Hello Mr Curtis Thanks for getting in touch. We'll get back to you in the next three working days. Your reference number is 55546770. Just to confirm, you asked us about: I would very much appreciate information regarding my dual payments August 2017, my balance was recorded as, Gas £ 128.92 in credit, Electricity £104.71 in credit I now see that for what ever reason my Gas recording is £43.21 in credit and Electricity £38.00 in credit Please explain why, 16th June 2017 I have electricity charges of £91.38 and 18th September electricity charges of £87.78 Since we had our SMART meter fitted we have checked daily usage and there are very rare days when we have excess of £2.00 usage for both fuels If there's anything else you need to talk to us about, just let us know. Thanks Claire Miles Managing Director, Customer Operations And no one has been back to me Ref: 55546770”

Helpful Report

Posted 7 years ago

British Gas is rated 1.2 based on 3,037 reviews