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

“The new app is not good. It's taking too long for things being transferred from The old system. I know full well these is an amount missing from my balance. You can't get through so you have to chat. I think they should go back too the old system. Much better.”

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Posted 1 year ago

“customer Service at British Gas is non-existent. The website is utterly useless. I'm trying to book a boiler service and the so called' booking code' I've been given isn't recognised. i've been a BG customer for 40 years and this is the worst i have encountered. nobody listens. Apologies don't cut it. i am paying exorbitant charges for a sub-standard service. just stay way from this useless company”

Helpful Report

Posted 1 year ago

“There should be NO STARS. British Gas has APPALLING customer service. I received a FINAL BILL with the wrong meter reading. I called British Gas and gave them the correct meter reading and they sent me the amended bill which I PAID. Since then, the nightmare started. BG sent me again final bills changing the amount every time I called to say I have already paid. This has been going on for the last 2 months and it has still not been sorted yet. Every time I call them, which is every other day, they put me through various people (6-7 at a time) and they still cannot sort the problem on their side - as I have already paid the final bill. It takes me at least 1hr and 30mins - AT MINIMUM - to speak to someone who says they will reconcile the account. My recommendation to anyone taking the time to read my review is STAY AWAY FROM BRITISH GAS! FOREVER! EVEN IF THEY SUPPY FOR FREE! JUST STAY AWAY”

Helpful Report

Posted 1 year ago

“British Gas Customer Service is absolutely shocking! You are waiting forever to get through to speak to a REAL person at BG & to top it off they play the most hideous loud torturous music down the phone, I swear they do it so you will hang up because you cannot take another second of it, and then after waiting forever! you then end up talking to someone in India! now dont get me wrong I do not care what country a person is from as long as they speak clearly & concisely & get the problem sorted out so please BS employ people who speak CLEAR English & who takes a breather in between every word, as they speak so very fast that it makes the call interaction at times unbearable, then after trying to understand best you can what they are saying they then start messing around having you wait for ages! And I can hear chattering and laughing in the background & I'm waiting on hold for eternity! It is as if they are doing it on purpose as if they are getting paid the longer they keep you on the phone for! And I was shouting down the phone hello, hello & stil i can hear chattering & laughing & and then they do this a couple of times, by coming on saying they are just sorting something out? What? God knows? Then next thing the horrendous loud fast music starts! by then you feel it is mental torture! You feel utterly stressed out, like you want to scream or cry and then next thing the phone goes dead!!!! And this has happened several times over several days all because you need to ringin BG to get any problems sorted out... The different customer service people I spoke to seem to do not seem to fully understand your problem and the language barrier was so agonising no disrespect because they are obviously trying their best, but it is counter productive & not helpful at all & they did not seem very knowledgeable either & the waiting times & horrific music is just abysmal & then being passed around from pillar to post & then having your call dropped & a myriad of other issues makes British Gas Customer Service so utterly utterpy unbearable & is like mental torture!... I did in the end get somewhere after days of trying & wasting hours & being put through torture, not properly sorted out, but somewhere hopefully on the way to getting fully sorted & that is when I tried again, having to go through the same agonising rigmoarole all over again but thankfully this person in India or South Africa because he sounded like it was a South African accent did speak clear and spoke more slowly & took his time & was very helpful which I told him i was very appreciative & grateful so hopefully i will get this matter fully resolved because dealing with BG Customer Service today is of Low standard & is a mentally torturous nightmare!...So much so that I want to find another company that has a high standard Customer Services & short waiting times with nice relaxing music that isnt too loud because how the elderly have to deal with this must be horrendous for them, I feel so sorry for the elderly today I really do, no one seems to care about those that cannot deal with the madness today.... Progress? Some things maybe but sometimes the old system can work much better... I remember the days in the 1980s when Customer service in Britain was the BEST in the world sadly it has drastically declined and has become a nightmare for a lot of people who tell me the same thing. BRITISH GAS SORT YOUR CUSTOMER SERVICE OUT & BRING IT BACK UP TO HIGH STANDARDS INSTEAD OF GETTING CHEAP LABOUR YOU MAKE ENOUGH PROFITS!”

Helpful Report

Posted 1 year ago

“I am krishanthi Happawana Withanage Don. I have a great conversation with Ms Sethu who is a customer care assistant about half and hour 😀. Yes absolutely great experience. She sorted out everything that I had to face all problems related to energy since my new arrival to my n home. Great service. 👍 I recommend British gas without any hesitate.”

Helpful Report

Posted 1 year ago

“Fake reviews on trust pilot do not fall for these guys keep away”

Helpful Report

Posted 1 year ago

“Appalling. Forget Customer Complaintsin South Africa. It is like maffie and no concern to resolve problems. Avoid at all costs/”

Helpful Report

Posted 1 year ago

“This should be NO STARS. The app is terrible, and has been this way since I joined the smart meter brigade. When trying to top up my meter it jumps about goes off and back on then jumps around some more. I have had money taken from my bank account but not gone on meter, had to chase them up about it. Customer service need to have lessons how to talk to people. A few weeks ago I went away for 10 days with £13 on meter which should have been enough for charges and fridge and freezer I topped up after being away for 8 days. When i returned home NO ELECTRIC food in fridge and freezer completely defrosted and ruined, emergency did not trip in as I hadn't " signed up" for it. I thought that it would be done automatically. Today I cannot top up online as the system is down AGAIN. Also not including the charges how am I using £4 a day for just the fridge and freezer and tv. With occasional airfryer????????????????”

Helpful Report

Posted 1 year ago

“Nothing has gone right let alone wrong British Gas are bang out of order they have left my mum who has copd arthritis anxiety in a right mess they agreed to only take £4.70 a week for her bill to be paid but every time she tops up £10 they take £5 if she puts £20 they take £10 the Gas meter has had in total this month from the 20th to 30th september 2023 £55 and she has been left with £8 out of £55 which is ridiculous when she phones them she gets an argumentative twat they wont let her move companies until its paid off i would not recommend this company they are robbing vulnerable customers and their pathetic excuses are “the meter must be faulty” not to mention that every shop my mum has been to that do payzone which is only how she can top up her meters they all have refused british gas on the grounds of them being robbed by them”

Helpful Report

Posted 1 year ago

“The worst ever customer service with British Gas, so left to join another supplier!! Trying to get my final bill paid, they continue to try to overcharge me by 100 pound even though a operator has explained this is wrong!!! Do await paper bill she said she would send, today received email with original amount 100 more and threat of debt agency if I don’t pay ? Submitted second complaint ? Awful way in which to treat customers ?”

Helpful Report

Posted 1 year ago

“I had to give 1 star to write a review. APPALING ! DISGRACEFUL! Customer service is absolutely APPALLING! British Gas made it their mission to be the worst in the business. Trying to speak to someone about a bill takes about 1h 30mins at MINIMUM per day and bear in mind, you need to call days on end to sort it out! Once you do manage to speak to someone, don't expect any help or solutions to your problems. It's as if they're reading from a script and have no ability to think. They show no empathy or understanding of your situation and seem more interested in passing the buck than actually resolving the issue.”

Helpful Report

Posted 1 year ago

“The app and web site is totally ridiculous, you can not access anything to do with your payment details, only what they want you to see. I found out by phoning I had £350 credit, and I asked for it back, and got it back. After many years of being with British gas, it is looking like time to go. I have complaned for over a year, spoken to that many people on live chat and phone, I am immensely confused. I ask once again, why! can we not see our payment details and tariff details on the app, or web site why ?”

Helpful Report

Posted 1 year ago

“It has to be the worst company I have ever experienced, customer service no existing told lie after lie faulty towers is run better disgrace”

Helpful Report

Posted 1 year ago

“British gas have contravened the BS standards on my installation. No water checks were carried out so I had no heating from October until April. They carried out 4 power flushes to rectify but still the system is blocked. They admit that they do not carry out the water tests to the 7593 and do not check the PH balance even though the new rules are mandatory. The operations Manager did not know what the New Part L regs are so how are they being followed. The customer now has to pay to put right the block caused from the magnetite sludge running through the system and causing the massive block. Do not use this company.”

Helpful Report

Posted 1 year ago

“Absolutely bad customer service and when they take a holding deposit for your account once you cancel due to their bad service they do not refund you, such big scammers. Do not deal with them very bad company and no interest in the customer, just keep taking your money even though they are incompetent.”

Helpful Report

Posted 1 year ago

“Left my parents, who were both at end of life Without servicing their boiler for two years, whilst they were in contract for yearly services. This upset them, they rang persistently to chase as did we, explaining their circumstances. One cold, heartless company. AVOID”

Helpful Report

Posted 1 year ago

“The company is beyond incompetent and I haven't even joined them yet! Took down an incorrect supply address, initially told me they couldn't change it although they would be transferring the supply of someone else and after an hour on the phone managed to change it but couldn't send me a corrected contract. Wasted a whole afternoon with nonsensical drivel coming back at me and I'm staying with Octopus. Lucky escape on my part.”

Helpful Report

Posted 1 year ago

“Having ceased my long standing Homecare agreement because of problems, I hoped my worst experiences with British Gas were behind me only to now find that in addition to taking money from my energy account to pay the bills British Gas have taken an additional £1300+ out of the account without explanation. I sought clarity only to be told that the account was up to date. I have put in a formal complaint and am 13 days into their 21 day promise of a reply. I wouldn’t put money of their promise being met.”

Helpful Report

Posted 1 year ago

“almost 2 years chasing them to get an online account, it's literally the worst customer service I've been seen”

Helpful Report

Posted 1 year ago

“Absolutely useless, wrong tariff input so reading are us . No reply from so called customer service”

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,021 reviews