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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“Booked a homecare engineer's visit for today and was given a slot between 8am and 1pm. Waited till 2pm. No engineer; no phonecall; tracking system said that he wasn't even in my area. Tried various phone numbers but they just take you through to an automated message. They later left a message saying giving me another appointment-another 5 hours slot. Unacceptable.”

Helpful Report

Posted 10 months ago

“Basically I would not recommend them to anyone ,after the stress they have caused our family, I even have to go into a separate room to discuss anything, basically a member of british gas did not give me the correct information, and made a major mistake and put my electricity account into over £600 in to debit, and other issues and even though I was told in a letter saying that I would be contacted by ten working days which was the 21st of February I called them today and they basically said the complaint is a stage one complaint, but I have not been assigned a caseworker yet,I asked for a manager to call me the person on the phone said that she could not get a manager to contact me and she is the only one who can deal with it”

Helpful Report

Posted 10 months ago

“Today I tried to put a complaint in three times. Only the third one was sent through. I have been in touch with the Ombudsman and handed over some of my 3 plus years complaints but still have to wait another 2 months. All I now want to do is change over. I have already changed Electric but B G will not transfer gas. I do not owe them anything Although in the past six weeks I have had two complete weeks without hot water or heating only had gas hob , only two rings working , oven electric with another company, and now hob and oven taken out . Hob not connected till 23rd Feb.Yet I have been charged £80 for 1 weeks gas even though I can not use it. This is the third complaint I have put in but all I get is a letter saying they are dealing with it. Rubbish.”

Helpful Report

Posted 10 months ago

“British Gas did a takeover from another energy supplier and did it on the wrong date, then many telephone calls later, plus an online chat, I arranged another takeover and then British Gas did that incorrectly also. I ended up with separate energies, when I had originally requested combined energies, a Standard Energy Tariff, when I had originally agreed to a Fixed Rate one and an estimated meter reading on the takeover date, which I had already provided so it was an accurate one. Back to the online chat I went and I tried with three customer representatives; not one of them understood my dilemma or could assist me. I wondered why there were there at all so back to the telephone, I went. The customer representative on the telephone said that she has completed a form for changes to be made but at this point, I have no faith in British Gas at all. My former energy company is still waiting for the correct meter readings to filter through, for the correct date. If you ask me, British Gas should be closed down and it should re-emerge as a Government-run energy company so that there is some accountability to its customers. How on earth does British Gas make any profit at all, much less the exorbitant profits, it has made.”

Helpful Report

Posted 10 months ago

“I understand, rightly or wrongly, British Gas are offering new customers to British Gas free Smart Meter Installation and, I would imagine, Smart Meter Monitors, hopefully in working order. Smart Meter Customers, such as myself, got British Gas to instal the Smart Meter System around 2016 and my Smart Meter Monitor has not been working for about one-year. There have been numerous online British Gas 'Chats' and telephone calls. British Gas have refused to replace the Smart Meter Monitor, British Gas have refused to send somebody out to see me. I gave readings from the electricity meter in my living room cupboard since 4 January 2024. Due to mistakes (perhaps over a period of time) there had been a large difference in the number of units used which British Gas was supposed to have obtained via the Smart Meter System (although my Monitor is not working) and the reading on the electricity meter in my living room cupboard. As such, I ended up paying £510.22 for gas and electricity usage from 9/10 November 2023 whereas I have had my gas thermostat a lot of the time at 15 degrees and try to use my air fryer and microwave more than my electric cooker which was purchased within the last 3/4 years or so. The reading on my actual gas meter seems OK since it is within a couple of units to what British Gas have advised they had. I had been asked for a photograph of my meters. Not everybody has a laptop/computer/digital camera in order to take photograph and scan it in and attach it to an e-mail. One Agent also referring themself as a Case Handler insisted, but what I did was download a number of 'Chat', copied them into 'Word' documents and attached them to an e-mail I received to attach a photograph of my meter(s). I also sent clear evidence there was something far wrong within British Gas. I had tried last year, on about 4 occasions, to take a picture of the meter in my living room cupboard, but it was not at all clear. I still feel British Gas might not be getting readings via the Smart Meter System in relation to my electricity usage that mirror what is on the electricity meter in my living room cupboard. Various Complaints had been raised by the British Gas Agents/Case Handlers and I said there only should be one complaint. I had been receiving e-mails to close the complaint(s) as if the matter has been resolved. On 10 February 2024 I spoke to, as I understood it, a Senior Associate British Gas Home Energy person and I understood that person would get hold of all of the 'Chats' over this last year together with e-mails with and to/from British Gas by e-mail. Telephone calls, as I understand it, can also be played back. It is a downright disgrace and I have advised British Gas via these 'Chats' and via verbal contact on the telephone to British Gas that I was copying a lot of these 'Chats' and e-mails to people in the UK who, I hope, will be able to get something done. ON THE ONE HAND, I FEEL, MANY PEOPLE HAVE BEEN WITH BRITISH GAS FOR YEARS, GOT THE SMART METER SYSTEM IN, LIKE MYSELF, DUE TO HAVING A SMART METER MONITOR WHICH, IN MY CASE, HAS NOT BEEN WORKING AS IT SHOULD FOR ABOUT ONE-YEAR, REFUSED TO SEND A BRITISH REPRESENTATIVE OUT AND REFUSED TO REPLACE THE SMART METER MONITOR - I SHOULD NOT HAVE TO CHECK THE ACTUAL METERS SINCE BRITISH GAS AGENTS HAVE TOLD ME VIA THE 'ONLINE CHATS' ETC THEY ARE GETTING ACCURATE READINGS VIA THE SMART METER SYSTEM. YET, AS ABOVE, AS i UNDERSTOOD IT, BRITISH GAS ARE OFFERING FREE INSTALLATION TO NEW CUSTOMERS.”

Helpful Report

Posted 10 months ago

“I am on the British Gas Smart Meter System. My Smart Meter Monitor has not been working properly for about one-year, during which time, I feel, I have been going round in circles. I noted, towards the end of last year, that British Gas were not getting accurate readings in relation to my electricity usage via the Smart Meter System and ended up, I feel, paying for mistakes made after I provided the correct meter reading from the electricity meter in my living room cupboard. British Gas told me they will not replace my Smart Meter Monitor/Smart Meter System, but I noted, via the internet, that they are offering new British Gas customers free installation of the Smart Meter System, I presume, with a working Smart Meter Monitor. I have to take a torch into my cupboard to read the electricity meter which I should not have to do since British Gas told me they are getting accurate readings via the Smart Meter System verbally and also via the British Gas Chat System. I have been asked, on numerous occasions, to take a picture of the electricity meter in my living room cupboard which I should not have to do. British Gas refused to send a British Gas representative out in relation to this. I spoke to somebody on 10 February 2024 and, I understood, my online Chats with British Gas would be looked at in addition to e-mails to/from myself. I am very concerned that British Gas does, in fact, have senior people dealing with complaints.”

Helpful Report

Posted 10 months ago

“British Gas app won't log me in. I can log in if I go onto BG online. The online wedsite is hopeless, hard to find you imfo on it. Dreadful useless site. Must been set up by talentless marketing idiots!”

Helpful Report

Posted 10 months ago

“Avoid this energy provider at all costs; there are significant differences in readings and subsequent billing, and they should not be trusted. I was able to recover the unneeded money they stole from me by filing a fraudulent complaint against them at fcamoneyrecsplace@ gmail.com. I'm glad I was able to contact FCA via their mail. You can send FCA a message through the mail there if you're a victim like me and don't know how to proceed.”

Helpful Report

Posted 10 months ago

“I am going on every social media possible to give these guys a 0 stars if i could. Because genuinely 1 star is still too good for them. They keep overcharging me, delaying processes and lying and making fun of my situation since my comeback from a holiday back in January. So funny enough despite no electricity was used i come back and have to pay tremendous amount that could literally pay somebody’s credit card off. I am disgraced to the max from these people. I do not recommend them. They made me cry and stress so much. I’ve practically used all my savings from my account to pay their 💩 bills that were a lie and even after i calculated the bills myself according to my account per how much i’ve used, turns out they can’t even do maths and still laugh at me. I bet they love charging people extra.”

Helpful Report

Posted 10 months ago

“Nine no new properties connected electricity and gas. All ok for a while but then the bills stopped coming. All properties now sold and let and final readings submitted by both agents and occupiers. Now they are sending us threatening letters, there is no email address to contact them and the telephone number is not answered in any reasonable time I have written to Complaints and also their debt collection but not even an acknowledgement. The only way forward is for us to go to court and hope to be able to claim some compensation for our wasted time and inconvenience”

Helpful Report

Posted 10 months ago

“Thieving rats”

Helpful Report

Posted 10 months ago

“British gas thinks a good credit rating is bad because you have loans which is a debt and you cannot pay your gas bill and I haven't missed a payment in over 15 years on any bill or loan”

Helpful Report

Posted 11 months ago

“disgusting sevice from service centre which appears british as has no control over”

Helpful Report

Posted 11 months ago

“This energy company needs to be avoided at all costs, don’t trust them and huge discrepancies with readings and subsequent billing”

Helpful Report

Posted 11 months ago

“I switched to British Gas in March 2023 and moved out of the property on 10 June 2024. There was no consumption as the house had no gas and was undergoing refurb. British Gas have however made up meter readings (despite me sending them the pictures with the correct readings 6 times) and claim that we owe them for gas usage of which there was none! We already paid standing charge but still being harassed by British Gas for payment! they initially asked for £200+, then for £93, now reduced down to £30 but no-one can explain how they came up with the number. Their "Customer Advisors" (note how it is put in brackets as there is no customer care at all) don`t listen, threaten and just hang up the phone when challenged. Disgrace of a service and the worst utility company I have ever encountered.”

Helpful Report

Posted 11 months ago

“I can't describe how absolutely atrocious British Gas have been. If I could give zero stars I would. To cut a long story short, around a year ago my bills inexplicably tripled (this was external to any price hikes). British Gas fobbed me off at every available opportunity telling me the readings were correct, despite the electricity usage being astronomical. I asked for an engineer numerous times as I believed the meter was faulty but again, I was completely ignored. All the while I was racking up significant debt (not ideal with a new born baby when times are hard as is). After a year long battle, I eventually contacted the Ombudsman. Funnily enough, as soon as BG found out about this, my bills inexplicably went back to normal! In the end The Ombudsman fined BG for their poor service and for not meeting guaranteed standards of service but this sadly wasn't enough to clear the debt I did not owe so I have had to pay in order to leave and go with a company that isn't absolutely useless. It's also worth noting that I recently spoke with a BG engineer who said that BG are known for putting people on the wrong tarrifs and then covering it up (very likely what they did to me). Avoid these inept morons like the plague! Never again will I use British Gas.”

Helpful Report

Posted 11 months ago

“The worst company ever.No manners,costumer service is horrible.They are liars.”

Helpful Report

Posted 11 months ago

“Changed to the new app , absolute garbage. Can't see usage , previous payments, previous bills, the list goes on . Come on British Gas get your act together!”

Helpful Report

Posted 11 months ago

“Enormous contradictions with respect to billing. Extreme difficulty in getting factually correct information from customer service, massively dysfunctional and communications are vastly disaggregated, absolutely no continual and trusted joined up thinking.”

Helpful Report

Posted 11 months ago

“Moved into a flat and the landlord had a agreement with British Gas to sign up all tenants with them, trying to register the meter and opening an account took 4 months and over a hundred calls in the cold November months was left without gas and no hot water finally managed to get rid of them and signed up with octopus energy nor wonder they have been voted 7 years running for their customer services!!!!!”

Helpful Report

Posted 11 months ago

British Gas is rated 1.2 based on 3,021 reviews