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

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“Review of British Gas Matthew Cheltenham 9 reviews GB Rated 1 out of 5 stars Absolutely disgusting how this company… Absolutely disgusting how this company gets away with this I don't know . I am having to contact the local mp to try and sort my problem out . I moved in to my new rental home after a devorce 6 weeks ago I've tried to call them arrond 30 days in a row to be constantly put on hold for hours then hung up on . I'm paying someone else's debt of and receiving no help as I can't get them on the phone I tried online chat and they left the chat befor sorting anything . So I contacted uw who managed to get the gas . But not electricity supply I'm actually so fed up I don't know what else to do british gas owe me a lot of money also my government help which I won't get as they are not answering. This company is unfit for purpose. Date of experience: 29 December 2022”

Helpful Report

Posted 2 years ago

“Non existent, terrible customer service, British Gas are money grabbers who never ever want to refund your money, even when you are entitled to a refund. They never do what their agents will tell you will be done over the phone. When you ring them again for the 100th time, you'll have to explain yourself from square 1, because their customer service reps haven't taken proper notes of your problem/query. Their customer service reps are incompetent and unable to complete very basic tasks. Worse some of their reps just want to argue with customers instead of sorting the problem out, and they will just pass you onto another department where you will be put on hold once again, and once again will have to start all over explaining your issue. This is a very unprofessional company that are dishonest and greedy and they hoard people's money. They need to be reported and investigated.”

Helpful Report

Posted 2 years ago

“Your customer service is absolutely ridiculous you are kept on line for 2hours or more passed from pillar to post and nobody can help you need a different team for such a big service you need to have people who know there job or request a call back from someone who does no I have not been happy with any team I have approached except smart meter top up team who were extremely helpful and did there job and explained things properly”

Helpful Report

Posted 2 years ago

“Spoke to British Gas for the 5th time since leaving them in October, still not received refund for account being in credit, was in credit by a substantial amount now they are trying to say it’s only in credit by £100 and taken over a £1000 off, bearing in mind no one has been living in the property for about 5 months and prior to that only at property 1 day a week due to work commitments. The assistants I spoke to at the beginning both gave the same amount to be refunded and the second had said it’s taking awhile as it needed to be approved as it was a large sum and that it had been approved and should be with you within 14 working days 3 -4 weeks on and no refund so called today and it’s suddenly reduced to £100, they also deducted £75 for late payment??? I questioned this and then was told it’s a penalty for leaving British Gas and all customers who leave pay this, been with them over a year will never go with British gas again. Also unable to access account online as they’ve never sorted that either after over a year of chasing that too, apparently as account was linked to another address in my email (previous address) it needed to be sorted by another department so never been able to look at bills or anything else for this address or my last one, would not recommend this company at all would totally avoid”

Helpful Report

Posted 2 years ago

“Very competent service engineers being let down by poor, or non existent customer services. Owned by Capita and the customer services are outsourced to India and S. Africa. Unable to log on on the website, technichal issues. Used chat Cosmo the bot, then phoned and placed in the queue. No way of actually contacting a complaints department.”

British Gas 1 star review on 28th December 2022

Helpful Report

Posted 2 years ago

“Awful company, another company robbing the people of the Uk…….they send a bill on Christmas……merry Christmas☹️”

Helpful Report

Posted 2 years ago

“Absolutely awful in every way. I never had a boiler check for nearly four years. Now as my renewal is up for grabs, trying to contact them is impossible. I went on to my account and was moved from the chatbot to a person, who then transferred me to another person, who then transferred me to another person who then transferred me to another, and finally, I was told I had to go on to WhatsApp and speak to them on there. I'm still waiting, not a word from them. Needless to say my renewal this year will not be with BG”

Helpful Report

Posted 2 years ago

“I have been a customer of BG for over 50 years recently I had to use Homecare Plumbing due to a burst and then a leak. They were absolutely brilliant with their response and repair, can’t praise them enough WELL DONE and a million thanks”

Helpful Report

Posted 2 years ago

“The most disgraceful company I have had the misfortune to use. The engineers are bodgers, or if faced with something they can't work out simply say " buy a new boiler" All they want to do is stick a probe on the flue and do one. 4 cancelled visits, I'm a home care customer have been for the last 8 years. BUT NO MORE, I've had enough they have gradually got worse in last 2 years. Miserable old men, who clearly are not happy in their job. Rude and incompetent. DO NOT USE BRITISH GAS. Go independent you will save yourself a lot of trouble trust me. How this company continues to trade I do not know. Criminal, still I have a boiler that's not working and still I'm foolishly paying £30 a month. Well not for long.”

British Gas 1 star review on 22nd December 2022

Helpful Report

Posted 2 years ago

“NEGATIVE STARS IF POSSIBLE. ABSURD, ABUSIVE COMPANY THAT DOES NOT VALUE ITS CUSTOMERS AND DOES NOT DESERVE YOUR BUSINESS. I have been waiting four months now for a smart meter installation in order to pay my utilities online, like a normal human being living in the 21st century. The first appointment on 24 October was canceled without any notification. The second appointment attempt on 25 November was canceled an hour before they were due to arrive. Today was the third time unlucky - I received a text message yesterday AND emails confirming the appointment for 21 December between 1300-1700. I confirmed via text. Then I took a THIRD DAY OFF OF WORK to sit at home and wait for the engineer. Never showed. Took me 15 minutes to get a human being (located in India) on the phone to tell me the appointment had been canceled and rebooked for MARCH. She booked me in for 27 January as if that was some sort of kindness. Additionally, I received a letter in response to my formal complaints of the canceled appointments and lost time off of work. The letter stated my response was due via email by 13 December. It arrived 13 December and I did not get home until after business hours as I was working late that week. I sent the email, but of course it's been over a week and no response by the agent. Unhelpful and an absolute insult. Salt in the wounds - last week I returned home at 2130 from work and found the heating had gone out as the top up meter had expired. I was forced to drive several villages over at 2200 at night on icy roads to find a pay station that was still open. That was 40 minutes worth of diesel and exposing myself to dangerous driving conditions so I would have heat in my home during prolonged negative temperatures. As soon as I can switch companies, I will be doing so.”

Helpful Report

Posted 2 years ago

“Where do you start? Took advantage of the offer to service the boiler and fire for £37. Paid. Appointment booked between 12 and 6 - didn't turn up or let me know. Checked on the website, had been changed sometime during the afternoon for 2 weeks later between 8 and 12. 45 minutes complaining about the no show and the time was not convenient, and was told it had been altered for that day to 12-6. Day arrived, and found a note through the letter box in the morning and message on the answer machine to say Engineer had called at 8.00am but no one at home. Second chap turned up at 3.15 from Scot Gas (I am in England), took the cover off the boiler and replaced it quickly saying he had to condemn it and would arrange for a rep to visit and give me a quote for a new boiler. (Took less than 5 minutes), proceeded to service the gas fire, but needed the instructions as to how it worked! 10 minutes later left. I insisted on leaving the boiler on and he wrote on the form that it was at my discretion. Got a second opinion from a qualified gas engineer - who said it didn't need to be switched off at all. I have not received the £66 for November (now 20th December), and spent from 9.30 to 5.00 holding on for hours on Chat, then getting cut off, eventually spoke to someone, who said he would ring me and cut off. Nothing! Tried again and given an email to write to - it doesn't exist. Found another Complaints site, to which I received a reply "Thank you for your enquiry it may take 10 days to reply". When I cool down a bit, I will try again to cancel an Annual Service and will not pay a cancellation charge, and will inform my MP that British Gas will not pay the Government Grant on time.”

Helpful Report

Posted 2 years ago

“you are so quick to take my cash but slow to resupply me you are just profiteering”

Helpful Report

Posted 2 years ago

“Same experience as all the other reviewers. Vulnerable elderly mother with extensive physical and cognitive issues let down again and again. Can't get through their awful phone system, after hours and hours of trying got through to someone at last. I said thank goodness, please listen, I have an elderly and vulnerable person who is being put at risk by British Gas - I will go through what has happened so far and then I really hope you can help me. I heard a click and an automated message said 'the other person has left the call'. I assume she realised it would take a while and she wouldn't reach her 'getting rid of customer' target time. I was cut off completely and had to start again. This after listening to endless messages about how the BG staff must be treated with courtesy. What about customers? Had another experience a few weeks ago when an engineer didn't turn up after waiting 12 hours. At last got through to BG and was told that the appointment was 7-10pm and that I was mistaken. Offered to send emails, texts etc to the contrary (one sent only an hour earlier). BG altered appointment and didn't tell me and then tried to tell me I was wrong! i live 1.5 hour drive from my mum. If the engineer had arrived at 10pm my mum would have been in bed. It would have terrified her having someone ring the bell in the middle of the night. If she had tried to get to the door it would have been catastrophic. What did the call centre person say - oh well you could have popped over when he arrived! No bother leaving an elderly and vulnerable person in sub zero temperaturees with no hot water. BG do not priritise vulnerable people, in fact they penalise them by making the phone system totally inaccessible. Call centres obviously contracted abroad. Staff can do ANYTHING without contacting their supervisor. My experience shows that the worse it gets the less they want to deal with it. BG homecare is a disgrace, and it is inevitable that there will be some very bad outcomes for people abandoned by them.”

Helpful Report

Posted 2 years ago

“It’s a worse company and scammer I been with them from 5 months and I been paying monthly DD. When I ask them I want to go for top up because I’m not using anything they sent me bill of £1770 and when I call them they said your meter is not right. I explained them that I don’t cook at home not using heater and it’s a flat how is possible but still they didn’t sort it out my issue. Please don’t join the British Gas they are so doggy. I’m still waiting for to change my meter it’s been 2 weeks I call them everyday and explain them same thing again n again but no progress.”

Helpful Report

Posted 2 years ago

“12:00- British Gas engineer came out for our annual service and stated our boiler was unsafe to use due to a leak in our flue pipe and sealant required around the boiler . The gas got capped off, boiler turned off and we was told by the engineer that an appointment would be arranged for an emergency engineer to come out and complete the repairs, where required, by 8PM. He did state that our service did not cover the cost for the repair and that we would have to pay separately amount (which we agreed) 17:54 - I called a member of the British Gas team on (0333 009 5784) to confirm that the engineer is definitely coming for 8PM and I was informed by the member of staff that an engineer was booked in for an emergency call out, for the repairs, and would be with us by 8PM and gave me a number just incase we needed any additional assistance or if the engineer is running late (03301000079) 20:23 - called a member of the British Gas team again on (03301000079) and was on hold for 1 hour & 12 minutes, then eventually got through to a member of the service team (21:35) where at the beginning of the call I asked if she had all of our details just incase the call / connection disconnected, in which case BG could call us back. The member of staff confirmed she had everything she needed and if we did loose connection she would call me back. Once that was confirmed I explained that our gas has been capped (so we are without heating & hot water) and the engineer that was arranged for 8pm still has not arrived. The customer service operator explained she would need to investigate and placed me on hold. After being on hold for around 5 minutes the line cut. It’s now 22:31 the agent still has not called me back, I am on hold again (where I am told by the automated service that I still have another hour to wait. Still no engineer (due at 8pm) heating, hot water or gas! You have left us in an unfit state considering the engineer was here doing our annual service…. What have we paid the annual service amount for! Go and tell us it not deemed safe, cap the gas (without heating and hot water) and not even attempt todo any repairs nor get in contact to arrange any advice or available appointments! I have a low immune system and high risk for health problems… and dealing with the current temperatures and being left in this state is appalling, inconsiderate and careless. 23:17 - after being on hold for 1 hour & 45 minutes we have managed to get through to British Gas and they have just confirmed that 1st no engineer was arranged and that we should have never been informed (on one more occasion) that an engineer would be out with us at 8pm. The lady offered to place me on hold to see if there’s anyway we could get booked in for an emergency appointment tomorrow.… after being cut off for the 2nd time this evening, this member of staff actually called me back (23:28) and confirmed I was cut off her end by mistake. I was then informed they are unable to assist and provide us with an engineer due to the high volume of demand they currently not taking any emergency appointments and that an engineer was never coming out to repair our boiler (even though this was confirmed on more than one occasion) WE HAVE BEEN LEFT WITH NO HEATING, HOT OR OFFER OF ASSISTANCE!!! ALL WE HAVE IS SIX LAYERS OF CLOTHING AND COLD WATER!!!! IF WE HAD KNOWN WE COULD HAVE GOT OUR OWN ENGINEER… PAID £84.03 FOR AN ANNUAL SERVICE THAT HAS NOT BEEN ACTIONED! JUST LEFT COLD, DIRTY AND HOPELESS…. #BritishGas if you need evidence, I have plenty … I have videoed every phone call (when I have managed to speak to an agent), wrote down the times, and much more!! ALSO know your calls are recorded for quality control and to meet your regulatory responsibilities”

Helpful Report

Posted 2 years ago

“93 YEARS OLD, left with no heating for 9 days and still not fixed My Aunt & Uncle who are 93 YEARS OF AGE, YES 93!!!! Have been totally abandoned, and left with no heating and hot water for 9 days now, an engineer eventually came out on Thursday to look at the boiler and said he would return Friday to fix it or Saturday at the very latest, hadn't turned up late Saturday afternoon so rang BG Homecare and they said yes he's booked in for the repair but wasn't answering his phone, called BG Homecare on Sunday was told he would definitely be there Monday, called 6.00pm Monday as he never turned up, was told don't worry, 100% he will arrive to repair the boiler that evening. HE NEVER TURNED UP. How Can BG Homecare think this is acceptable for 93 year olds to endure 9 days of sub zero temperatures with no heating, at their stage of life this isn't just an inconvenience it is LIFE THREATNING, signing up to BG Homecare they put their trust in you to take care of them and you betrayed that trust with false promises and false words of concern, Shame on you British Gas you are an absolute DISGRACE”

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Posted 2 years ago

“Notified them of my mothers passing and that I would be taking over the gas and electricity to the property, and they can not sort this out; spent over five hours via phone calls and web-chat and still not sorted. They are inept. I wish there was a minus start rating.”

Helpful Report

Posted 2 years ago

“One the the rubbish companies so far too this is disappointing people are being to told something new everytime they ring and and advisors giving false information and always making people wait more then one hour after saying they will be 45 minutes. This not acceptable especially being with them for years and half of the advisors don't even fix the problem. I will being changing my provider . And they don't help vulnerable and priority people as I have told about my situation in the last 14 days always another excuse.”

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Posted 2 years ago

“Boiler broke, during a winter freeze, snow and minas 6 outside, no hot water, or heat, had to wait 5 days for somebody to come and repair fault, plumber arrived, and was told we needs parts ordering to fix fault. Will call again tomorrow, nobody came, looked online and the appointment was booked for a further 7 days on. Meaning we will have been without heat or hot water for 12 days. I pay for yearly service and repairs,and the boiler has recently been serviced and passed, correct me if I'm wrong but it states in their agreement pamphlet, that they can get parts the next day. Worst of it is you can not get to speak to a human. Its all automated service on phone. And when I finally did get in a queue to talk to someone I was in a queue tor 1hour and 46 minutes. So ended up putting the phone down. So still didn't get to talk to anyone. Hence we are sat at home freezing. I will be cancelling my contract for repairs and finding a better more reliable service.”

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Posted 2 years ago

“I just transfer from EDF to British gas for gas and am regretting now. If i continue like this with British gas i will go bankrupt. I can not heat my 2bedroom flat anymore. Am going back to EDF. Shame on British Gas they are explorers.”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,021 reviews