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

“Had boiler service booked for Wednesday am had several messages saying engineer was attending on days beforehand and on morning of day then another text saying engineer will be with us soon, then at 12.30 another text saying engineer is running late but should be with you by 1 .Just sfter 1had a phone call saying they have no engineer in the area and would have to re-book for another day, absolutely disgusting knew the chap on the phone was living and making it up as he went along did he take me for idiot, all morning waisted, very annoyed will not be renewing contract”

Helpful Report

Posted 5 months ago

“This is the most unprofessional company I have ever encountered. They never finish the job, disrespectful to customers, their customer support is terrible. I booked a smart meter installation about a year and a half ago, 4 engineer visits (obviously I need to be home half a day each and wait for them) and it's still not connected! I cannot submit my meter readings either as they don't accept the readings from the new meter they installed but did not connect to their system! I've been trying to solve my issue for over a year, spent about 60 hours of my time talking to people - all for nothing. I'm paying 'estimated' price, have about 5 unresolved complaints. 3 customer support reps gave their emails and I sent to all 3 of them meter readings 3 weeks apart, all 3 promised to 'personally make sure the case is resolved' and guess what? None of them ever followed up or updated the readings! They make empty promises and take your money, nothing else. I am definitely moving to another provider and happy to pay more for a better experience, BG you are outrageously awful!”

Helpful Report

Posted 5 months ago

“Contacted British Gas to change my tariff online and was asked personal questions about my account when I was already logged in. When I was changed to a new tariff, I requested a refund from the credit in my account and was informed I had to pay another month before given some of what I requested back. I was then told it would take upto ten days before I receive my money. I'm a disabled person and felt like I was being robbed online by some idiot in customer service.”

Helpful Report

Posted 5 months ago

“British gas scamed me by adding a charge of £400 hidden in my acount after years of batleing with them and the help of citizens advice they concided and blamed the accounts changeover how many other customers have they done the same too . I wound not use them ever again for anything”

Helpful Report

Posted 5 months ago

“Appauling services.awful customer care.they takeextra from the bank without consent”

Helpful Report

Posted 5 months ago

“NEVER USE BRITISH GAS. Was with B.G briefly and I now have an enormous bill plucked out of the thin air and a report on my credit file. B.G have RUINED my life for the next 7 years!!!!! STAY AWAY FROM THEM”

Helpful Report

Posted 5 months ago

“As an executor of my late mother's estate; I reported her death three times via the bereavement service page and the correspondence address to which bills should be sent. Death Cert and all relevant documents provided. This was ignored for months. Use of the chat system just ended with me being repeatedly sent the link to the bereavement page. Operators on the call centre refused to discuss bereavement account arrangement with me as they could only speak to the account holder on such a sensitive matter! I repeatedly advised that the account holder was dead so this would be difficult. No communication between call centre and UK systems. Call centre staff cannot see documents posted at their request. Repeated broken, verbal promises that this has all been sorted. I feel like sending the BG chairman a Ouija board. A difficult time made more distressing by BGs utterly incompetent, untrained/unempowered, call centre staff. One star rating too generous”

Helpful Report

Posted 5 months ago

“The first adviser was making strange noises and put the phone down on me . The second adviser I got through to it was a tad difficult to understand his accent and I think he had trouble understanding me so he decided shouting at me rudely and aggressively would make me understand better but it didn't , so I thought he might understand me better if I shouted back .. only for him to act like a little dictator and threaten to cut the call off which would leave my elderly mother in a state of stress due to her boiler not working and over heating on a hot summers day. We have already had an engineer out this week who was extremely helpful but unfortunately the thermostat he fitted doesn't seem to be working. The Homecare package is paid for and thus I think the customer service should reflect this . What we received was nothing short of disgraceful. Yours sorely disappointed Awful service .. the pits!”

Helpful Report

Posted 5 months ago

“Uncontactable unhelpful unsatisfactory”

Helpful Report

Posted 5 months ago

“Absolute joke of a company, they pretend to care about their vulnerable customers when in reality they don’t give a monkeys. All they are bothered about is getting every last penny out of you even tho I use next to zero gas and electric as I am scared of getting a massive bill, my electric bills are standing charge and the odd 10 mins of tv. An my gas bill is ONLY standing charge because I know I darent turn my heating on as I know this company will bully a vulnerable customer for their money”

Helpful Report

Posted 5 months ago

“I had a terrible experience with British Gas. I had a cover with them and called for an issue in June, but despite chasing them every other day, it wasn't resolved until nearly August. To make matters worse, they took two payments from my account without permission. When I called to cancel the cover, they informed me I couldn't do so until October. I had to push them to refund the extra payment, and even after filing a complaint, they didn't respond for over a month. I had to follow up myself. Terrible service—avoid at all costs!”

Helpful Report

Posted 5 months ago

“Bought a new house which previous owner had left £200+ debt on the meter. I have been trying to clear it over the past 3 weeks and been to pay zone 6 times to try and clear it using multiple RTI and Emergency Credit instructions. Found out on Sunday that company policy is only to send customers out 4 times, no more. Found out today when they tried to send me out for the 7th time that they won't do anything until I'm off grid and my gas stops working. So even though I have done everything that was asked, tried to fix it for the past 3 weeks spent hours on the phone and going to the shop and back, they won't do anything until I have no hot water and can't cook. The customer service is awful and they have gone against own policy and kept sending me out despite knowing nothing will change until gas stops working. They have no understanding of work and expect you to be home 24/7 whenever they ring. I have sent pictures of my meter on 4 occassions and they still ask me for more. They don't track their service at all so I have to reexplain and resend information everytime. I will soon be without gas despite doing everything I was asked to and more. Being punished for someone elses debt. Don't go with British Gas, nightmare company who will quite happily let a customer which is on the priority service list to go without gas and send some out with MS to go to the shops multiple times.”

Helpful Report

Posted 5 months ago

“DISXUSTING NO CUSTOMER SERVICE AND BILL YOU THOUSANDS AS THEY HAVE A MIGRATION ISSUE WHICH THEY DID JOT TELL YOU”

Helpful Report

Posted 5 months ago

“One of the,worse utility businesses I have ever dealt with - not a month goes by without having to spend hours on the phone trying to rectify my gas and electricity reads and wrong billing - raising a complaint means nothing told different stories from one agent to another some agents in South Africa and difficult to get them to understand your problems- as soon as I can get my accounts in order I will move my business- but gid knows when this will be !!”

Helpful Report

Posted 5 months ago

“Dads meter broke so he cant top up his electricity. Spent 2 days trying to get a repair or replacement. Still no further forward. Been passed from pillar to post. Advisors lying about what they told me, changed goalposts for repair and left my elderly dad without electricity. It is still not sorted. I'm lost for words about how appalling this company is. They should not be allowed to operate like this.”

Helpful Report

Posted 5 months ago

“Run from British Gas now. Disgusting company complete shambles. 40 yrs ok ,now messed up my account want 380 from me say i have to pay back there mistake but i have to pay. Trying to get anything sorted is a joke 2 wks later still no joy with them. So paying their mistake and leaving. DO NOT STAY OR JOIN UP TO BRITISH GAS YOUR REGRET IT, WISH I LEFT SOONER.”

Helpful Report

Posted 5 months ago

“Hopeless 😔”

Helpful Report

Posted 5 months ago

“One of the worst companies I have ever dealt with. Call centres in South Africa so the language barrier is a major issue. Clearly paid far less than in the UK. It was so difficult to speak to an agent In this Country. Promises to ring back hardly ever materialised. I was on a payg meter and they would not allow me to have it switched back to a credit one. As soon as I owed around £40 of course they got in touch then, threatening me with a debt agency. Clearly they do not care about their customers. I wasn't allowed to switch to another company as they kept making excuses. Finally the meter was switched back to a credit one. I eventually switched to Octopus 🐙 Energy. One of the best decisions I have ever made. The expression banging your head on a brick wall doesn't come close to how that company made me feel. That chairman of BG should be prosecuted. A vast number of engineers were either sacked or left. DISPICABLE company. Yes and the chairman took home over £8 million. Doubled from the year before.”

Helpful Report

Posted 5 months ago

“I love the idea that the engineer was 28th in the queue to speak to British Gas and was sat half an hour in his van before giving up. However some advice could have helped him as he left me worse than when he came. My smart meter was showing gas and electricity readings but sending only gas readings. After engineer’s visit it now shows only gas reading and I have to go the actual meter in the cupboard for the electricity reading which it still isn't sending (ie worse off than before). Also the website still shows a two-rate meter but the engineer made it one tariff as I requested, so I can no longer enter the electricity reading manually as it is set up for a two-rate meter. As the new meter started at zero I think entering it may only confuse things anyway given the last reading is still online. Shambolic - I'd renationalise the entire utility networks - bunch of profiteering cowboys.”

Helpful Report

Posted 5 months ago

“I am very saddened to having to write to B/G regarding my query on chat line on Sat late July 2024,, I called the chat line & asked if my direct debit account could be checked out as I felt that there was an error with it, the agent with whom I dealt with was extremely unhelpful, rude & quite aggressive,so much so that I was totally aghast when the agent suggested putting debt collectors on to me, I have never in my 50 years with British Gas ever encountered anything like that, I came of the chat line feeling totally upset & very unhappy with this agents dreadful response..I have to stress that all the years that I have been with B/G I have at all times found all staff to be very supportive, I have always had an excellent rapport with all the team.. I feel that on this occasion, the agent I dealt with was very much a one off, unskilled unhelpful peson, certainly not a people's person ,& badly lacking in manners,.. I apologise for having to write this review, as British Gas has always at all times been the top energy company to be with,so much so that throughout the years I have recommended many friends & family to B/,G and they too have been delighted by the service that they have received..I guess one unhelpful agent can put a damper on everything..Ms Maureen McKee..x A/C no.. A 17335217..”

Helpful Report

Posted 5 months ago

British Gas is rated 1.2 based on 3,064 reviews