British Gas Reviews

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

1.2 Rating 3,064 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,064 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 16%
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 1st February 2025

Anonymous

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

100

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

“British Gas are COMMITTED to making their customers lives as difficult as possible. Moved into a rented property 3 years ago that was fitted with pay as you go top up meters with British Gas. Landlord will not put proper ones in or switch supplier, so pay as you go with them it is. After a year, British Gas got in touch to say they were moving all prepay customers over to smart meters, with new top cards and codes and everything. They came to the house, took the old meters out, put the smart ones in and gave us some new cards. New cards didn't work. New cards didn't work for WEEKS. The stress involved was horrendous because of course on a prepay meter, when your amount runs out - you're cut off! No gas, no electric, with a 6 year old and a baby in the house! It was awful. Endless engineers coming to the house fitting different meters and different meters and giving new cards and new cards, nothing working. I was locked out of the account held for this address because of course, the previous tenant opened the account for the property. Landlord would not give us any info on the previous tenant so we could get in touch and ask to switch names on the account to mine, he wanted absolutely nothing to do with it. British Gas themselves could see that there was an account held for this address but they also would not give me any details of the name held on the account, or switch it over without the password that the previous tenants had set. Weeks without help or power. Hours and hours and hours sat on the phone to south africa, because surprise surprise - no UK call centre! I lost £80 in failed top up attempts on dud new meters and useless new cards that they promised to reimburse me for and NEVER did. Eventually, they agreed to open a whole new account in my name and start from scratch. Finally, after around 5 weeks, they fitted a meter and cards that actually worked. I was so happy to finally be sorted and finally be free of this problem that I dropped every dispute with them and just got on with my life, topping up free and easily. Two years later and we've just had emails and texts. We're being moved over to a brand spanking new account style, new top up card numbers have been sent and there's a lovely shiny app as well. My heart dropped into my stomach. They've voided my old cards that I fought like a savage to get, so they are now invalid and they've sent new top up card numbers. Guess what.. They don't work. When I say that I CANNOT do this again with them and that I'm in absolute despair over this happening again - I say it from my whole chest with every fibre of my being and every shred of my soul. These changes weren't asked for, aren't wanted, aren't needed and aren't working. I'm absolutely miserable. I despise the company and I'm locked into business with them due to my landlord not giving enough of a stuff to switch suppliers to the address If you have a choice on your provider, unlike myself, I can't suggest enough that you go with literally anybody else.”

Helpful Report

Posted 4 months ago

“For a firm who appear to have global ambitions I think it had better sort out its complaints service and misdirection from it's staff. So you have a strange high bill after a meter change. You complain. You are told that it is British Gas policy to put a hold on the account by staff on the telephone .You get emails saying your account is in arrears, you call BG and are told to ignore them by staff on the telephone. Then six weeks into your complaint still unresolved with not much info on progress, you get an email threatening to turn the account over to a bailiff. You call BG. They tell you there is no hold on the account they do not know why. You pay. Now this is plain malice and misdirection. Make a complaint? Do not trust what staff tell you because by listening you risk a bad credit rating. Good luck if you ask for a SARS..how? Guess it's the good old snail mail. Now, in six weeks I have been to Inda, South Africa, somewhere in Scotland and somewhere in England without leaving my sofa. I have now explained to BG that our contract is broken by their deception and malice and that currently I am on a deemed contract. Can I get figures for gas and electricity per unit on a deemed contract...no...I think they are in breach of certain aspects of the law on the provision of goods and services thus far, as for the financial ombudsman I will put the case forward. So beware.”

Helpful Report

Posted 4 months ago

“British gas is an absolute scam!!they charging as much as they can !its a legal robbery”

Helpful Report

Posted 4 months ago

“Worse call centre ever go out of there way not to help pass you from person to person saying we need to transfer you again and again until you hang up. British gas should be embarrassed.”

Helpful Report

Posted 4 months ago

“They are charging me £60 for something that one of there guys didl they came to check my boiler and he turned my central heating off and never put it back on so when I came to put it on it would not come on so I call them and he told me when he checked it he had turned it off he was here for 5min and now they are charging me £60 that with the home care”

Helpful Report

Posted 4 months ago

“Wanted to transfer energy supply to British Gas (BG) that took forever to process and blamed my previous supplier for blocking the transfer which transpired was a lie. Customer service staff in South Africa are rude and condescending and don’t process your request - you need to call multiple times for an action to be processed. Wouldn’t never recommend or use in my lifetime. Stay away from this atrocious company”

Helpful Report

Posted 4 months ago

“After having to renew my home care agreement and having a engineer come out to fix my boiler issue I received a email on 9 October telling me my home care agreement has been cancelled due to not confirming to current requirements. And they will refund my direct debit payment which I have all ready paid out. This only happened after I had a British gas agent come round and quoted me for a new boiler this was because a engineer advised to do so.I only had my boiler serviced in April and no issue was made known to me”

Helpful Report

Posted 4 months ago

“I have money on my account. No one will answer. A total failure of a company.”

Helpful Report

Posted 4 months ago

“Trying to cancel my late father's account after the house sale. (I'm the executor). 2 hours and 9 minutes on the phone. Hard to hear customer service staff with foreign accents Passed from one dept to another 4 times. Vary poor.”

Helpful Report

Posted 4 months ago

“After leaving British gas because of very poor services, I phoned to enquire about the final bill. 2 days later I received a new email thanking me for becoming a customer, wtf, there was no conversation about becoming a customer. So I stopped this obviously. I raised a complaint asking why they committed fraud by making a contract in my name without my consent or permission, I asked why it happened?, how it happened? and what steps they are taking to make sure this doesn't happen again?. This was 3 months ago. Not a single person has reached out to me to answer any concerns, by text email or phone. I also know they switch an £800 bill to property owners names just just because they contacted them to let them know thier tenant had left. Even though it was explained to them instead of accepting thier mistake after being show evidence they double down telling them they owed this. She has now had to go the ombudsman. British gas should get a negative 10 never mind 1 star. Run, leave this corrupt firm.”

Helpful Report

Posted 4 months ago

“Anyone logging a complaint here, I would suggest you repeat it on Facebook British Gas Incompetence and write to your MP. If enough people do this parliament will order a formal investigation. This is a lot closer than you might think.”

Helpful Report

Posted 4 months ago

“Very good at taking your money ,but trying to ring or make a complaint is a very slow process. Home service didn't even contact me to tell me why my plumber didn't turn up.I waited from 7 am untill 6pm.”

Helpful Report

Posted 4 months ago

“The initial engineer turned the main radiator off and my mum with alzheimers was left in a cold room for 5 days. They missed 1 appointment. The engineer blamed other work. It was corrected on a visit the following day. No apology for not turning up the previous day and the engineer had the cheek to say there was no record of the original visit. He did not call prior to visiting. Avoid British Gas at all costs.”

Helpful Report

Posted 4 months ago

“Rubbish 'smart'!!!! Meters. Old style meters which were installed in 1930's never broke down, I stupidly requested 'smart' meters, worst mistake I ever made. After a couple of years it's broken down. I've called to say we cannot get down to read the meters (sited on the floor in an understairs cupboard) and requested someone to come and read them. Eventually had to ask a neighbour to read them. Couldn't send readings as B G had put me on a different system which didn't accept my password - which I also told the call handler - so couldn't access the account. I mentioned this to the call handler. Two months on and nothing has happened. Why have people at the call centre that can't do the job??? Looking to change provider.”

Helpful Report

Posted 4 months ago

“The British gas app is a waste of time Its so smart it never updates always £00000 Because the smart meter is not compatible with the meters in the house fitted by British gas in the first place Priceless”

British Gas 1 star review on 7th October 2024

Helpful Report

Posted 4 months ago

“Worst company on planet..they are of very low intelligence.. can't even work out a gas bill correctly.. they must have been trained by Diane abbott.no wonder there are 1.25 million complaints.”

Helpful Report

Posted 4 months ago

“One star is 2 much incompetent company can not understand there customer service team ripped me off for 2k phone line cut off 3 times phone put down on me been with them for 30years fed up this them stay well clear BRITISH gas what ever”

Helpful Report

Posted 4 months ago

“Absolute shower of $hit, call centre is in South Africa and while not their fault don't seem to talk to the UK billing department at all and just tell you lies Close your accounts at one”

Helpful Report

Posted 4 months ago

“Attempted to choose EV tariff but online service ( appears error )was down, which often happens, therefore, I rang customer service. BG staff- Nadine answered my call who could not advise what tariffs were available but promised that I will stay in my current tariff until online service. She assured me that a confirmation email will be sent to me before 6pm today. However, I received nothing until 7:30pm. BG’s customer service has always been very poor. Reported many times but nothings’ been done and no improvement made whatsoever! Shame on BG!”

Helpful Report

Posted 4 months ago

“The app is very bad. I would simply like a gas bill to show much I owe and how much I have paid but this app doesn't to provide this basic information.”

Helpful Report

Posted 4 months ago

British Gas is rated 1.2 based on 3,064 reviews