British Gas Reviews

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

1.2 Rating 3,031 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,031 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

“have chosen BG as they were offering a good deal and being a reputable organisation I feel you can trust them”

Helpful Report

Posted 5 years ago

“As a home owner currently wondering why one still maintains a Home Care contract with such a dysfunctional and inept service provider, my wife and I have yet again had another appalling experience with a company which one could never in all honesty recommend. As usual the communication with the company reflected a standard of organisational ineptitude which is staggering. To underline the standard of customer care which one now has come to expect from a company whose central philosophy is not to put the customer first, we were told this morning by their "planning department" and one uses the term advisedly, that we could always take our business to a third party. We have now cancelled the electrical work on our kitchen lights and placed our business with a trusted electrician. The standard of British Gas customer care has in our opinion been evidently declining over the last year or so. We have experienced their regular ability to cancel arranged call outs at the last moment. On one occasion I recall waiting for a call out (Which required me to take the morning off work) only to find that the job had been independently cancelled because they didn't have the staff. Significantly, I had to contact them to elicit the information after waiting in and re-organizing my office schedule to accommodate their failure. Naturally my wife and I have enjoyed their compensation terms on a regular basis but that only reflects the quite staggeringly poor service. I am now of the opinion that entering into a British Gas Home Care contract is a waste of money, at that one would be better advised to make regular monthly savings into one's own bank account to call out reliable professionals as required.”

Helpful Report

Posted 5 years ago

“Wish I'd never switched to BG. Having switched only 2 weeks ago I am now on my 4th complaint. Account says I have HomeCare 100 which includes a boiler service. When I tried to book one they said it is not included as I am on a different tariff (than the one my account quotes!) and need to google different T&C's! I could book a service through my HomeCare but they will charge me £99 pounds. If I didn't have the HomeCare it would be.... £79!!!! I had a smart meter fitting cancelled on the day due to overrun on the previous customer - OK, stuff happens. They said they would compensate me (£30) for having taken the day off work (daily pay £240!) and rescheduled my appointment. Another day off work and the engineer arrived but said he would not do the work as it was raining! No mention of this when booking the appointment and - had they called me beforehand as they say they will I could have gone to work. Again another £30 compensation offered. No compensation has appeared on my account. I cannot raise another complaint as I already have one open - BG limits people to only one complaint at a time... that keeps the numbers down for OFGEN! All I now want them to do is waive the early cancellation fee (if they actually paid all the compensation they said they would it is less than the cancellation fees anyway!) so I can switch to a decent provider. AVOID British GAS!”

Helpful Report

Posted 5 years ago

“absolutely the WORST customer service I have ever had the misfortune of enduring. Tried to resolve an issue with erroneous transfer via chat 3 weeks ago and was assuered it was sorted, now my account has been closed in error, called to sort out again, kept on hold for 24 minutes then put through to another person that had no idea of my call. I will be leaving after this appalling customer service. Should be ashamed to have British in your name!”

Helpful Report

Posted 5 years ago

“Lazy and incompetent. They ask for meter readings by email, but cannot be bothered top get their site working. Customer service - they don't know the meaning of the phrase !”

Helpful Report

Posted 5 years ago

“BRITISH GAS LIARS,SCAM AND RIP OFF British Gas both supply and maintenance is a total rip off and they are scamming customers. They state that they service and check your boiler with an annual service and they check that your central heating is in good working order. This is totally untrue they don't check your central heating at all. That makes it a scam because they falsely advertise it as part of the annual service. Mine was supposedly checked and signed off by them however 3 valve leaks occurred in a very short time one the same leak twice causing considerable damage to a newly decorated kitchen. They try to say they are not responsible, but the damage was caused by sheer incompetence of their lazy engineer who did not check the central heating system at all. Their policy also states accidental damage is included. I would like to know how they are checking a central heating system is in good working order without so much as turning it on and checking each radiator is hot and does not need bleeding. This is false advertising by them and a scam to con people out of money. Many people have stayed with them years because they think it is a hassle to change but it is very easy to change suppliers. It’s actually very easy and can be done with a simple phone call to any other supplier. British gas also is ripping people off on the cost of gas and electric. Standing charges and unit charges are much cheaper with other suppliers there are now many. Don’t think they treat loyal customers of many years any different because they do not British gas is a rip off company who could not care less about their customers. According to the press British gas are losing nearly 100000 customers a month as people wake up to better service and prices from other suppliers. British Gas are totally useless and a waste of space . My report now goes to the financial ombudsman . My assessment of the situation is exactly what happened. British Gas was given every opportunity to sort the situation out amicably and after dealing with them locally they failed to even respond to a complaint letter sent to head office. The sheer arrogance of this company is unbelievable and don't be fooled by there false advertising. My advice is keep clear of this scam company. They also after 2 weeks still have not returned an overpayment of £160 if next week l still don't receive it l will issue county court debt proceedings against them. I terminated both my accounts with them and changed suppliers on 25th March. 2weeks ago they said I would receive a cheque in 3 -5days MORE LIES! I spoke to these incompetent fools again today they have not even processed my refund they just told me it will be another 10 days. The way this company now operates is totally beyond belief. What a totally ridiculous reply from British gas had the incompedent engineer tested the system to be be in a safe working condition as per British Gas advertising he would have found the leak but as he failed to check the system was in a safe working condition he did not find it .As previously stated how is BG checking a Central heating system properly without even switching it on ?lt is a ludicrous reply which by the way is also supposedly covered for accidental damage so either way British Gas are responsible.The amount of bad reviews this lousy company has just goes to prove how bad they really are.”

Helpful Report

Posted 5 years ago

“Home Care Boiler Plan Bookings cancelled at last minute on scheduled time slot .. Happened to me three times the third today although I have taken a day off . British Gas do not state this at time of the booking that there is a chance your booking will have to be rescheduled on the booking slot you are making as other emergencies may arise Boch take priority over your broken boiler ..”

Helpful Report

Posted 5 years ago

“Have a Hime care plan with British Gas and I booked an engineer out as my boiler was not functioning and kept switching off with a fault ..I phoned for an appointment and was asked if anyone had a medical condition and he was informed that my husband had a bad chest infection at the moment but this was not thought of an emergency call out and do was offers a booking for two days later .iI booked for an appointment today between 12 and 6 pm . I had two missed phone calls within 20 minutes on my mobile around 2pm and upon ringing the number back the number had a recording advising it was ‘British Gas ‘and it’s not urgent and will call soneother time . I myself then rang up British Gas to find out why I had a call whether it was to do with my repair and was told ‘yes ‘it was to do with a reschedule as other people took priority over my appointment as they had medical conditions ,so we have been without heating four days with my husbands chest infection ongoing yet that’s not counted as someone who is a priority but on the scheduled appointment have been kicked off to ‘reschedule ‘the appointment after having taken time off work . There is a bank holiday so my appointment would have been rescheduled for when I could get time off again in a weeks time . After complaining I have been offered £30 for broken appointment and an engineer has been rescheduled again for today don’t know what time for an emergency as I have now told them again husband still has chest infection and has medical condition .The reason why I have been cancelled and rebooked as emergency is I failed to tell them that he also had a medical condition apart from his chest infection .The chest infection on its own is not a ‘high risk ‘according to them . This is not the first time they have done this either to me ..It’s happened before so saying it only happens occasionally does not sit with me . My complaint is why when I have taken time off work have I been cancelled at the last minute to make appointment for somebody else ? Surely this should be pointed out at the time of booking the appointment that although ‘we are booking this appointment your appointment may be cancelled at the last minute due to an emergency elsewhere ‘ When one takes a homecare contract out with them one should be informed of this then as well . For this I have to award British Gas ‘one’ star and am sure it will keep happening .I am not the first and the last to happen to . The engineers themselves are excellent it’s just the office staff making these appointments that are to blame and the management for letting it happen . British Gas is a large company and can afford to employ enough engineers to do the emergency call outs . I am paying an excess of £60 a repair as well so it’s not like it was a free repair . Head Management need to listen to the customers to avoid making changes to these last minute reschedules .”

Helpful Report

Posted 5 years ago

“British Gas engineer called Rob Cooper came out to our house last week. We live in a Georgian house with a system inherited from the previous owners. Rob was so efficient, not only solving the problem quickly, he was so informative and explained in depth certain problems. Well done British Gas and well done Rob! Excellent service.”

Helpful Report

Posted 5 years ago

“what's up with you all? british gas give me energy totally free of charge! I've set up 2 dd's, tried to pay online and even offered them a bribe to accept payment but for over a year they've refused to take my money. so I'm going to use the money to buy a headstone for my wife who passed away.”

Helpful Report

Posted 5 years ago

“The worst gas supplier ever, much much better deals elsewhere, being with British Gas is like throwing your money down the drain. terrible customer service, there website is always full of problems, as i write this review they are having problems with their website right now.”

Helpful Report

Posted 5 years ago

“Thirty years as a customer of BG/Scottish Gas and I have left as I don't believe they provide a decent annual service. They say they don't check the condensing tank on the combi boiler-pity the tank is right at the front and the build up of sludge was obvious.”

Helpful Report

Posted 5 years ago

“hi ! i have to saying must be all older mature nasty woman at British gas/electric operator's must be all they are cruelities & troublies creators for customers by picking because they all must be knowing any customers related to gas/electric services they have to providing necessary needed services to all customers without creating any excuse & for not to providing insert which's not wright & must be damaging gas/electric providers reputations too !”

Helpful Report

Posted 5 years ago

“hello ! i have to saying high tuned algelic voices representing thick headed stupid person's researching only for picking & anoying customers by bombarding unnecesary questing supposed so for understanding but picking for not providing good services insert's she's must be dummy blonde her's name's must be anneta or henriette ? at 105 customers service's operator which's must be damaging British gas/electric reputations by trouble creator witch's like operator at emergency services also jointed gas & electric providers altogether confusing for customers rather ?”

Helpful Report

Posted 5 years ago

“Ah British Gas ! Years ago I moved from Eon to British Gas because they promised me to upgrade my electric unit, 10 years down the line, have they done so? NO; I had a vaillant bran new combi BG totally broke, one can still see the trace on the outside bricks, during a yearly check one of their engineers broke one of the pipes and water was pouring down, another engineer then came and put a label saying dangerous, they left me in the cold for more than 2 weeks during winter, I am an elderly, after their repairs it was never the same the combi wanted more water but when one opened the valved it then regurgitated by the outside overflow pipe, I only got 200 compensation. I now had to buy a new combi and no british gas will not touch it, I am now also leaving them. As far as I am concerned they are one of the worst organisations, full of pretentious claims with nothing to prove they are able.”

Helpful Report

Posted 5 years ago

“Robbers. Never again will i recommend or join this company again.”

Helpful Report

Posted 5 years ago

“Never ever such stressed dealing with British Gas!!! My husband and I just move into new house, need change to smart meter, I called them everyday early morning, they have no clue what they doing!!! ask me send documents to their email which I sent week ago, they still said not received!!! Drive me mad!!! We put 90 pounds, because we can't bear there are no gas and electricity in our new house, but it is the old owners account, which we ask for refund, British Gas seems never know how to deal with this too!!!!!!”

Helpful Report

Posted 5 years ago

“I asked British Gas for my refund of £140.31 for my gas five weeks ago now and i am still awaiting for them to send it when i last phoned them the lady said call back in a few days and we will cancel that chq but it would take four more weeks for a new chq to be sent out how can a company do this when you how them money you have 14 days to pay so why can they do the same cant wait to leave this company.”

Helpful Report

Posted 5 years ago

“Bully boy tactics with the belief that just because you bought a house from someone else, you still wish to use their services. Life is all about choice. Who ever you are, dont go with British Gas, they're clueless and rude.....”

Helpful Report

Posted 5 years ago

“Absolutely awful company to have to deal with. Being hard of hearing, but without a textphone, there is no way of contacting them. No email address, the Live Chat is always busy. I have no customer number and have never seen a bill from them. Moved to them earlier this year, wish I hadn't”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,031 reviews