British Gas Reviews

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

1.2 Rating 3,026 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,026 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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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

“Everything went wrong I moved from edf last tuesday and since then have been unable to top up my gas meter. They swapped out my smart meter for an old style meter yesterday and I'm still unable to top up my gas,I'm on emergency credit and its running out. This company is not fit for purpose and please take my advice and never use them! The customer service is the pits. They would be better off running a chip shop , as long as the didn't use themselves as an energy supplier.”

Helpful Report

Posted 4 years ago

“What on earth is going on with BG I've had their boiler emergency contract for years and they take the money month in month out and the earliest they can look at my boiler is the 30 of December! So no heating or hot water all over Christmas with a family of four- absolutely disgusting! Emailing my local newspaper paper now and local MP”

Helpful Report

Posted 4 years ago

“Rubbish customer service. Takes more than 20 mins to answer the phone. Takes 3 weeks to book an engineer. Have waited for engineers in the past who didn't show up. Have now swapped to Yourrepair.com”

Helpful Report

Posted 4 years ago

“Only dealt with them after purchasing a home that had their meters. Ridiculously long wait times 1hour+. Calls often dropped. No call back. Departments not informed enough to answer questions. App doesn’t work as it should. Have spent days yes days not hours on the ‘phone trying to get simple things done. Anonymous people with no accountability. I can’t wait to be rid of them. They are a disgrace.”

Helpful Report

Posted 4 years ago

“AVOID.bad experience with this company as they had taken over my existing suppliers,trouble from day one, 85pounds and 87pounds i had on meters wiped off to zero, sent prepayent cards no good for my meters told to ring 10th december guy said only gas not both meters then he cut me off,had a guts full of this company before i started have now joined another supplier,my advice go elsewhere save all the upset,”

Helpful Report

Posted 4 years ago

“Poor communication, app doesn’t work!! Boiler not working for over a week!! 4 engineers, different parts, boiler only 4 years old!! Complete cowboys!!!”

Helpful Report

Posted 4 years ago

“DO NOT use British Gas for a new boiler installation! We were booked in for tomorrow and Friday for a big job of a new boiler and other work to be done and they’ve just rang at 6.30pm tonight to cancel! 12 hours before! It’s utterly disgusting and unprofessional. My husband has 2 days holiday booked which is too late to cancel now. The boiler is due to be delivered at 7am tomorrow. What are we meant to do? Due to the pandemic and workplaces working with skeleton staff and staffing issues it’s not easy to just book more time off. My husband cannot afford to lose holiday and money at such short notice it’s appalling the way they treat their customers. We will never ever recommend British Gas to anyone. Avoid at all costs they just let you down and cannot be trusted so unreliable.”

Helpful Report

Posted 4 years ago

“I spoke to a member of the debt team. Dept was due to close at 5 i got through on the dot after being on hold for 15minutes. It was regarding my mums bill she is 90 and has gone into care. The gentleman that took my call took his time and explained what could be done. Not much can be done however he listened carefully, expressed concern for my mums situation and showed empathy not something many big companies are willing to do. Just to let British Gas know that the staff member that dealt with my call deserves recognition for his efforts. 9.12 at 5pm”

Helpful Report

Posted 4 years ago

“Awful company, please please please DONT ever sign up for any of their services. No customer service whatsoever, you can NEVER top up your meter, if you have a pre pay meter, so you will NEVER have energy. Just AWFUL. Plus they LIE through their teeth.”

Helpful Report

Posted 4 years ago

“British gas advertise they go out their way to look after vulnerable customers, their smart meters are malfunctioning because when vulnerable customers such as my disabled daughter pays a top up sum it does not register on her meter or the small read out remote which stands in her house, she has been left with no electricity at times because of this, when you eventually do! get through to a human being they try to text you a 16 digit code which is very complicated to enter into your smart meter, impossible for a disabled person such as my daughter who cannot even answer her telephone because of her difficulties, I a 75 year old got through after trying numerous numbers and explained the problem which was not the first time, some months ago she had the same issue, the advisor after trying to get me to accept a text with a 16 digit number which no one could deal with I ask her is there not another way to solve this, reluctantly she said I will solve it, within minutes she told me the money my daughter had paid over £67 was now registered on her smart meter so why could she just do that in the first place, British gas already have my daughter down as a vulnerable customer they should have engineers on hand to assist handicapped people when difficulties arise, for such a big concern they are very lacking and should be investigated by a utility ombudsman.”

Helpful Report

Posted 4 years ago

“I have been trying to get through to british gas most of today and have been told on each call they are so busy that wont answer any calls at present.well thats great news if your busy sod the customer.british gas look after your world what a load of B------”

Helpful Report

Posted 4 years ago

“I have been on the phone over an hour and has been the most well wasted time. Problems encounter especially with James from Moving houses 1) I recently moved into my house and I asked them to hand me over my account number so I can go with a provider that give better rates, but it seems that I am stuck at least 10 days without my consent to pay their rates until they need to get all details right. Which is their own logistic way of doing things. Not mine. Why do I have to be stuck with rates I do not want to pay? 2) I have explained that the current meter read includes consumption of the previous ownership but they mentioned no worries we will now what was the consumption before you moved in. False had to get back on this otherwise I would have expected a higher bill. 3) Gave them all the reg numbers, codes, bar codes etc from the meter yet they were asking for some that I did not have and told me that is my duty to find the one they were looking for. Asked for an email acknowledgement that I have to stay for 10 days with British gas even though I do not want but James did not want to provide this confirmation. Asked then to speak with someone else but refused for the reason that I will be told the same thing. Worst ever possible experience.”

Helpful Report

Posted 4 years ago

“Literally the worst company. Customer services in South Africa lie through their teeth to get you off the phone. No interest in their customers whatsoever. Lack of training and understanding of their own business. Absolute shambles of a place”

Helpful Report

Posted 4 years ago

“The ask for multiple readings and then fail to send a bill. Their call centre is in SA! It is impossible to speak to someone.”

Helpful Report

Posted 4 years ago

“Thet are awful. I have British Gas Home Insurance including home emergency cover. Its 6 days since heating broke down. You cant have a job if you gave to follow up with them. The worst i have dealt with. Absolutely save your money. DO NOT USE BRITISH GAS HOME INSURANCE!”

Helpful Report

Posted 4 years ago

“I am a home care customer. Boiler stopped working thursday and the first availavle appointment was Sunday. They called Sunday morning to cancel the appointment but when I mentioned my partners health condition and 6 year old they said they'd sent emergency engineer between 7pm and 12pm. Engineer turned up. Boiler dripping water by this point. He made it secure - completely disconnected it and put a sticker on it saying danger dont use and left... i paid £60 for this on top of £420 per annum as a home care 2 customer. Still no hot water, no central heating and no follow up. Shocking service. Do not go with British Gas.”

Helpful Report

Posted 4 years ago

“I pay cover for my boiler every month. Terrible costumer service. First they been late half year for safety boiler check. enginner broke my boiler now I dont have heating and hot water. They are too busy to repair what they broke. They booking appointment and on appoitment day they cancel it. Already two times. Its second week I am without heating and hot water. They charging a lot of money but giving nothing.”

Helpful Report

Posted 4 years ago

Helpful Report

Posted 4 years ago

“Pose clear debt what last people life but there ant still taking all my gas left me with 0.66p I have to clear debt what ant mine what joke don't join them call centre in India rude people”

Helpful Report

Posted 4 years ago

“Boiler broke down today. No heating or hot water. I am signed up to their Home Care Agreement and therefore phoned their emergency repair number. After speaking to a member of staff I was told the soonest an engineer could attend was in 4 days time. This is not an acceptable time frame for an Emergency call out. Shocking service. Would not recommend this company to anyone.”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,026 reviews