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

“Possibly the worst app I have ever used !. The only parts that work are the bits they can sell you services etc. Usage info doesn't work and support is a joke.”

Helpful Report

Posted 2 years ago

“Simply the worst customer service I have encountered. British/Scottish gas migrated me to a new system without even the courtesy of informing me. My account was effectively cancelled without anyway of me knowing what I would be expected to pay. My direct debit was also cancelled. God knows how many of their customers have had the same thing happen to them and during an energy cost crisis at that. However I am aware that mistakes do happen and would have hoped that British/Scottish Gas would have been able to fix problems entirely of their own making in a prompt and efficient manner. I was wrong. I was so frustrated and angry that I e mailed Chris O’Shea the CEO of the parent company Centrica. I got an acknowledgement from that e mail telling me that they will email me again within the next 5 – 7 working days to provide me with an update. That has not happened so it would appear that the contempt for customers goes right to the top. I think there needs to be a Twitter like clearance of the alleged British Gas Customer Service Management Team and the same for their IT Department Management. If there were not so many news stories out there at the moment I am sure the press would have a field day regarding this migration.”

Helpful Report

Posted 2 years ago

“British Gas Is the worst company ever I must say a thief a white collar thief stealing from us in a legal way .I tried to switch from them 6 times and tried to move my energy supplier and every time they been making different excuses don't want me to switch I have solar panels in my house and still high Electric bill I believe they doing something wrong and keep adding something in bill I must say worst company every they wont let you move away from them I am thinking to take legal action against them and get rid of them I got 600 pounds bill for gas and electric it is a joke these people are thieves we should stand up against them Stay away from British Gas When ever tried to get help from them no use waste of time and money sad thing is they are looting us backed by Govt .Govt making them rich and rich and not doing any thing Shame on you british Gas Shame on you”

Helpful Report

Posted 2 years ago

“If I could give 0 stars I would! I spent 4 and a half hours on the phone to BG yesterday and my issues are still not resolved. A tenant moved out in august so i took over the energy until a new tenant moved in on 1st November. My electric account was in credit on my final bill £112. I requested a refund but the cheque I received was only for £46 I rang and queried to be told the £66 left on the account was from the government grant and I could not have this money back eventually it was agreed a cheque would be sent but it hasn’t and since then my electric account and the credit balance no longer exists. BG has deleted any evidence of the £66, my final bill and that an account ever exited! Then we come to the gas account which was a pre payment meter a final bill was issued showing I was in credit £5 a day later a new final bill is issued stating I owe £950 dating back to nov 2020 when the original tenant moved in so basically BG are trying to charge me for the previous tenants usage, I can’t even understand how there would be an outstanding bill when the meter was pre paid but if there is any debt does not belong to me! Customer services are useless passed around departments and fobbed off with lies!! AVOID at all costs!!!!!!!!!!!!!!!!! Incase BG responds I have sent in a complaint and tweeted with no response!!”

Helpful Report

Posted 2 years ago

“British Gas have changed their online system so that now.. when we are all trying our best to cope with rising fuel bills, customers can no longer see their energy usage or monthly costs and the smart meters, that were helping no longer work!. British Gas response to this is that is might be sorted out in 90 days! Never mind, they will continue to make millions in profit while they make our lives ever more difficult. This is gross incompetence and complete disregard for customers. And no doubt someone earned millions setting up the useless online platform we now have.”

Helpful Report

Posted 2 years ago

“Been a Homecare customer for over 20 years. USED to be great but now atrocious. Last 2 times used them taken days to come out, rescheduled appointments and not fixed issues on the 1st attempt. Most recently, 4 engineer visits, blamed wiring as cause - done by them when installed Hive. Then blamed house wiring which we then had to have a cable run from 1 end of house to other, only then to find out it was neither but a boiler fault that needed parts. THEN after all this discovered that we were right and the boiler had been burning gas continuously for the previous 2 weeks despite being assured by these "competent" engineers it was not. To then send a renewal notice with an increase of a few pence of £120 per year on top of an already high price. Just cancelled and my renewal with a competitor with better trustpilot reviews is £270 cheaper per year.”

Helpful Report

Posted 2 years ago

“Customer service with this company is appalling. I have attempted to contact them on several occasions, eventually managing to speak to different people. My initial enquiry was to check I was not in credit as this is not practical for me currently and I do not want my money sitting with the company - only to be told I was in significant debit of varying amounts and then with no outstanding amounts whatsoever. Calls were not returned, information provided was poor, I was told I could not speak to a manager, the call was disconnected today (I was not rude and so no reason for this, I had purely asked to speak to a manager). My direct debit is apparently going to be increased from just over £50 per month to £848! I live alone, I am usually out at work, I do not leave any heating on when I am out, it is impossible to sort this out without a formal complaint and I plan to speak to the ombudsman. I would strongly advise to avoid this company in view of my experiences.”

Helpful Report

Posted 2 years ago

“Unlawful money deduction!!!just about to report them to trading standards and make them even more famous everywhere.Im a pay as you go customer and whatever I top It stays on debit which is rising instead of adding credit to the meter,can't track the usage properly ,no help from them whatsoever no voucher and not answering back with solution to that for over a month already!”

Helpful Report

Posted 2 years ago

“I have had a problem with a smart meter monitor for several months. Every time I contact BG about it I'm waiting about 20 minutes before phone call is answered. I then explain the issue and on Every occasion the phone then is hung up on me. I ring back and go through it all again only for phone to be hung up on me again. This has happened many times with it happening 5 times in one afternoon. I'm told someone should call me back but they never do.”

British Gas 1 star review on 16th November 2022

Helpful Report

Posted 2 years ago

“Never works when you want it to . Password rarely works”

Helpful Report

Posted 2 years ago

“I was forced to go with BG last year when my energy company collapsed. It's been a nightmare from day one. I have the same problems as other reviewers but in addition I find their website is so confusing and primitive. They now have two systems running in parallel. They will not give me regular statements even when I supply them with readings. They bill electricity without billing gas at the same time. Absolutely useless company. Luckily I have moved to ovo.”

Helpful Report

Posted 2 years ago

“Rang twice and spoke to 2 different people, got an email saying they tried to take money out of my account, they said it was sent in error. Asked for my DD to be on 1 st of the month still not changed as promised. They say they will amend but no change.”

Helpful Report

Posted 2 years ago

“Have been contacting BG for several weeks as they unilaterally changed my tariff from an on/off peal tariff to their standard one. This means no heating as my smart night storage heater recognises when tariff changes to night time, which is obviously not happening, so no heating from two months now. Have been told many different stories by BG but no resolution. Raised a complaint on 14th October, had confirmation email saying they would be in touch, to date nothing. Phoned again this morning and, after 30 minutes on hold and asking to speak to someone in the complaints team, got cut off. Have spent many hours trying to sort out the tariff and get absolutely nowhere. Still have no heating. The worst company it has ever been my displeasure to deal with.”

Helpful Report

Posted 2 years ago

“when our balance is in credit, British Gas should return or reduce our bill, but they decided to Increase our bill by £200, when i called and challenged them why? they said i should call our bank to get money back! I mean: British Gas made a mistake, why we had to call the bank and ask bank to return our money?! It is nobody's responsibility but British Gas! They overcharged the money by mistake, they Refused to return our money, they take NO responsibility!!, what's on earth they are? a gangster, a robber??”

Helpful Report

Posted 2 years ago

“My pensioner aged parents ordered a new boiler from British Gas in July 2022 and were told that it would be installed in October. The boiler was delived a few days before the planned installation date, only for British Gas to cancel the appointment due to the engineer having COVID. Fair enough. The next appointment they gave them was 6 weeks later in November. 6 weeks a boiler was left in my parents kitchen. The boiler was meant to be installed Monday the 14th of November but today my parents received a call that they were cancelling this appointment as well because there was no engineer in the area. The next appointment they gave them was January 2023, six months after they ordered the boiler and when winter will be almost over. Do not order a boiler from British Gas.”

Helpful Report

Posted 2 years ago

“Appalling, been on line (chat) for an hour trying to resolve my query, then he goes home, and I get " you are number 79 in the queue " what a waste of life...”

Helpful Report

Posted 2 years ago

“Appalling lack of service from British Gas. This is the third time I have been let been let down by Dyno - not turned up, not rung and I have waited in all afternoon. Would certainly not recommend anyone take out HomeCover with them!”

Helpful Report

Posted 2 years ago

“My 96 year old mother bought a new boiler from them and was told she would be without heat for 3 hours. She is now enduring her second night without heat after 3 days of boiler installation that is still incomplete. When it all goes wrong there is no way of knowing who to contact. BG doesn’t exist; it’s just a series of sub-contractors and nobody has any accountability. Wish she had kept the old boiler which was working. BG said it needed replacing. Avoid this company at all costs.”

Helpful Report

Posted 2 years ago

“Do not buy a boiler from this company. I bought one in 2020, the salesman told me that the savings I would make would more than cover the cost of the boiler. At the time I had a contract with British Gas for service and repair of my boiler and central heating system, he told me that for the next 5 years I wouldn’t have to pay that as it was all part of the warranty that came with the boiler. He also told me that the boiler would have to be serviced annually to maintain the warranty, he didn’t say that after the 1st year I would have to pay for the servicing at £85 per visit. When I was reluctantly booking my service I also asked that the engineer to look at 1 of my radiators and my thermostat. I was told that the central heating was not covered after year 1. I asked for this to be escalated to the person’s manager which she said she would, 1 day later I received an email from the person I had been taking to telling me that my complaint had been reviewed and rejected, because they said they had sent an email at the start of this debacle telling me of these facts. I told them I did not receive any emails from them. Again they were judge and jury and rejected my case. DO NOT HAVE ANYTHING TO DO WITH THIS COMPANY IF YOU VALUE HONESTY AND TRUTH.”

Helpful Report

Posted 2 years ago

“HOMECARE A WASTE OF MONEY. HOMECARE A WASTE OF MONEY, got to wait in Friday for the 4th time, part still not in but no phone call telling me until after I have waited in, 1st appt was triaged over the phone but they never told the fitter. WITH THE £60 EXCESS AND 4 DAYS LOST EARNINGS IT WOULD HAVE BEEN CHEAPER TO PAY A GAS FITTER TO DO THE JOB FROM THE START. 4 days waiting in and offered £15 compensation. If Friday doesn't happen it will go to the ombudsman.”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,021 reviews