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

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 a disgrace I have been trying to get my monthly billing meter changed to a pay as you go. British had have told me that this will happen 3 times now it has not. I have the top up app and cards which I cannot use. I was assured by British Gas that my electricity supply would continue until the switch happens. My electricity is off now. I have a disabled wife with dementia who uses electric equipment and medication which must be stored in the fridge. Luckily my wife is in hospital at the moment. This totally unacceptable and shambolic. I am receiving bills which they expect me to pay that WILL NOT be happening. I am no way racist but every time you ring you speak to a South African call operator most struggle to understand what you are saying. This BRITISH gas is supposed to be our flagship company. The second other companies are taking on new customers I will be changing supplier and do not care if I end up paying more. Anything to get free of British Gas”

Helpful Report

Posted 2 years ago

“Convoluted price structures always make it feel like you're being ripped off because you are. They are a law onto themselves that can change how you'll pay them without asking. Terrible company. Already left them before and somehow I've now ended up back with them. AVOID”

Helpful Report

Posted 2 years ago

“I had some questions about my account, I was determined to actually speak to someone this time so I patiently waded through the usual automated fobbing off when success arrived, I finally got though to a customer agent who was helpful enough but unfortunately her foreign accent was so strong I did understand a single word she said. Does anyone have any advice for me...because I know I need to be very careful what I say for being accused of being racist and getting arrested. To be honest I would rather my gas account issues lay unresolved, even if British gas owe me thousands because I am too scared of being arrested by the Police for being accused of being racist...if this makes sense. Thanks”

Helpful Report

Posted 2 years ago

“BG have pretty much made me homeless. Tried to move address but their total failure to reconnect me at my new property left me with no alternative but to cancel my new tenancy. I spent three and a half working days to be put through to the billing department. One phone call lasted 1 hour and 42 minutes while they put me on hold. My phone went dead and I had to discreetly recharge it at the library. I am a pensioner and it's lucky for me that I left a couple of weeks crossover on my moving dates otherwise I would be sleeping in my car. I have written and complained to BG but it's no surprise that they haven't contacted me. As soon as I can I will go to the Ombudsman. Despicable company who should not be be allowed to carry the name of any nation in their title. Shame on you B...... Gas !!!!!”

Helpful Report

Posted 2 years ago

“British gas has gone from bad to worse. Their customer team haven't got any knowledge or experience to deal with any customer issues or problem. Do not go with British Gas you will regret like I do Their team not even based in UK so no one will sort it for you if you have any issue. They simply will take money from your account without your knowledge.”

Helpful Report

Posted 2 years ago

“One star is being very generous, I have been with British Gas for 2 years and to say I am disgusted is an understatement. Due to having a hospital procedure I had to move out of my property for 3 weeks (1 week hospital inpatient stay and 2 weeks recovery with family). My family checked on my house regularly and topped up my meter when it was low for me, on the final check before going home there was plenty of money on the meter and all the food they had just brought for me to move home with was put away in fridge and freezer. The day I was due to go home 3 days later my family took my belongings for me before hand and all my electric was off and all food was defrosted. I contacted British Gas to let them know what had happened to see what was wrong for it to turn off and they told me this happens sometimes it’s the smart meter rebooting. I explained the situation regarding loss of food and why I wasn’t home when this happened and they told me that they don’t reimburse for food loss and nothing could be done. I requested to speak to a manger and place a complaint and was told I would receive a phone call within 4 hours….a week later still no phone call. I then contacted them again and I was told all they could offer was £30 on my meter and I explained I had done a whole months food stop and did not need money for electric which was already topped up but needed to replace the food lost so I could move back to my home with my 2 children including a baby. I then informed them that I would be taking this to social media so other family’s using this company can see how poorly single mothers are treated and I was hung up on. Do not use this company they do not care about family’s or helping correct there mistakes. Nearly 2 weeks later and still not resolved so I can move back home”

Helpful Report

Posted 2 years ago

“They are the worse company ever. My heart sank when I found out I was being moved to them from People’s Energy after bad experiences years ago. They are even worse now. I’m trying my best to move to another provider although with the current climate it’s very difficult.”

Helpful Report

Posted 2 years ago

“I left British Gas after ten years of hell, unfortunately I ended up as a British Gas customer in the (supplier of last resort) scenario, I had previously taken them to the Ombudsman who upheld my case , I left BG (British Gas)went to another supplier, I got an unsubstantiated bill that I questioned, I took them once again to the Ombudsman, guess what they upheld my second complaint, on the basis of the foregoing I recommend anyone who had had a problem with BG complain and don't be put off with the obstructiveness and sheer awkwardness of that company”

Helpful Report

Posted 2 years ago

“Had a problem with a British Gas bill and phoned to speak to an advisor. Due to waiting for someone to answer the time crept to after 5pm, I was pleased to see that you have an online customer chat service. The customer service advisor called Felix was prompt, polite and extremely helpful. I was very pleased to sort out the problem at the end of the working day. I tried to complete a good survey for Felix at the end but clicked out by accident and the survey disappeared. Please give Felix my thanks for their good service and thank you for having an option to speak online to a real person not a robot. With thanks”

Helpful Report

Posted 2 years ago

“The BG App hasn't worked for over two months”

Helpful Report

Posted 2 years ago

“Terrible company paid for boiler breakdown for 3 months then when they came out to service said they couldn’t cover my boiler refused to service and cancelled insurance which I’m still waiting for a refund.they did however try to quote me for a new boiler which is not needed as I’ve just had a plumber round to service it and he says it’s all good absolute shambles of a company.”

Helpful Report

Posted 2 years ago

“Was moved here from Peoples Energy. I didn't rate Peoples Energy but they were leagues ahead of British Gas. Waited months for our first bill after being told "it's coming" and was told we owed £250+ despite coming over from PE with a £270 credit. They set up our direct debit for £98 a month, which the website consistently states is 'not enough' despite still being in credit each month. Their website barely works, and cannot track our energy usage reliably. They constantly tell me to submit meter readings despite populating our bill with automatic ones, they refuse to change our billing period to monthly from quarterly, despite their website saying you can do so at any time, the bills frequently miss off the gas charge despite us being a dual fuel customer and to get the bill re-generated we have to sit for hours on the phone or live chat to get them to do it. This has finally culminated in them just taking away the energy usage charts on our account on our website so we can't see what we're being charged and are just constantly being told "You're not paying enough for your energy" despite our bill saying we're now £300 in credit, and when I queried this we were told it was because "your meters aren't on our system and need to be set up by our engineering team". British Gas are an absolute joke, and the only reason we haven't switched is because of all the havoc with the market right now preventing us from finding any deals - we don't even know how much our unit cost is now the price cap has been raised and BG won't tell us! Stay away and go with another supplier if you have the choice. Their customer service and usability is the worst we've ever experienced, and we've been supplied by Npower! They're an absolute joke.”

Helpful Report

Posted 2 years ago

“No words to describe a customer service that is probably the worst I have ever experienced. I've been using chat to contact them as its quicker to fly to the moon, than get an answer. Yesterday I spent over an hour trying to cancel my homcare, to be told at the end of the conversation to contact them through a phone call. You cannot make it up. If I could give a minus to the review I would.”

Helpful Report

Posted 2 years ago

“Had a credit for £28, gave my readings 31/03 for Gas and Electricity, credit went up £235, then changed to £12.14, £16 had disappeared from my credit emailed them about the above, also asked them could they explain the reversal payments on my account, the account are impossible to understand, did not reply of which I am not surprised, no doubt if I did not pay my bill I would probably get a letter from them, they are the worst, if they had dynamite for brain's they couldn't blow their hat's off, British Gas, more like British Trash”

British Gas 1 star review on 11th April 2022

Helpful Report

Posted 2 years ago

“Cannot speak to a person, are all your representatives still working from home. Not happy with my bill at all paying double that everyone else pays and cannot discuss with anyone just keep getting ripped off . Really would like to give you no stars get people answering the phone.”

Helpful Report

Posted 2 years ago

“SPEECHLESS! Diabolical company. They don’t give a damn about what customers say otherwise they would improve. Can’t even be bothered to explain my recent shambolic experience with them. Just stay clear of them!”

Helpful Report

Posted 2 years ago

“Got transferred over from people’s energy in September 2021… Got new British Gas smart meters fitted etc ..after six months of constantly messaging,phoning etc I still can’t see my usage on British Gas app…they still charge me every three months not how I keep asking to be charged monthly to keep on top of bills. All I get from multiple customer service assistance is ive escalated it it will take IT seven days and I will come back to you.. That’s same message for six months.getting quotes for alternative energy suppliers ..these guys just can’t get there act together. Disappointed”

Helpful Report

Posted 2 years ago

“British Gas is a shambles, I have a smart meter for electric only, as I have had 3 different guys here to get gas side to work, but hey ho none of them has succeeded, I received a txt message on 31/03/2022 to ask for my meter readings, which I promptly sent by return, I have since had another message to say they had not received it. 4 xTimes I have sent it, I now have a message tonight 9/04/2022 to say they still have Not received it. I think British Gas should get their act together. I am a very annoyed customer.”

Helpful Report

Posted 2 years ago

“I have a smart meter that I charged on Wednesday. The electricity payment went through but after several attempts the payment was refused for gas despite sufficient funds available. I checked my bank account and found my bank had paid the gas which to this date does not appear on the meter as a credit. Online still down and I have no reference from British Gas for the money they have received.”

Helpful Report

Posted 2 years ago

“Have problem with their pre pay meters. In a month and a half I had same problem 3 times and always the gas supply was off because of an error on the gas meter. I've been advised by them to change it to smart meters and now the top up doesn't go through. Again without heating or hot water in the winter time. Their chat helpline is completely useless. Last time I've been told an engineer will come, never showed up. 2 days with no gas. Definitely not recommended.”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,021 reviews