British Gas Reviews

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

1.2 Rating 3,037 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,037 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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“I signed up for Britsih Gas (in spite of them not being the cheapest) because of all the business benefits package that was promised. In spite of spending over 4 hours on the phone, I have been unable to get signed up. I have been passed from one department to another. Total waste of time.”

Helpful Report

Posted 7 years ago

“Crap company,crap engineers, after 4 engineers visits problem with radiator still not resolved in have boiling hot radiators in the middle of June!!!!!”

Helpful Report

Posted 7 years ago

“Beware!! Online price checker is a rip off! Do not believe what British Gas Price Check tool advices you! I was a British Gas customer and my 12 month tariff was coming to an end. I switched from Collective Fix February 2017 tariff to HomeEnergy FreeTime Sat tariff earlier in 2017. I have used British Gas Tariff Check tool. It advised me that I will end up paying around £5 more a year by switching to HomeEnergy FreeTime Sat. Happy days! I do understand that it was an estimate and the final bill depends on my usage, but if the usage is the same I will end up paying £5 more a year. However, my bill from British Gas became significantly higher and not as advertised by the Tariff Check tool. For example, Jan 2017 I was on my old tariff and I have used 3024kw which was £103.41. In March 2017 on the new tariff I used 1996kw which was 107.48. The difference is astonishing as you can see. I have used one third less energy, but ended up paying more. How does that work out £5 more a year?”

Helpful Report

Posted 7 years ago

“I had a engineer come do a annual boiler check, he ticked off all the checks and signed it off. Then the boiler filter started leaking! So i had to get another british gas engineer out to look at it, he actually knew what he was doing, but he said that the first engineer did not check it at all, it was impossible to check as it is locked/seized and wouldn't budge. So british gas rip you off, dont do the job correct and seeing as though it is GAS related it is a very serious matter! I had to fork over £255 to British gas for a new £80 filter to be installed to stop the leaking (1 hour to fit). Absolute joke, It wasn't leaking until the british gas guy came over, so i'm sure he tried to get into it and when he couldn't move it he left it slightly open. If it was leaking before he came then why has it been signed off? Why isn't there damaged chipboard flooring under the boiler? Chipboard doesn't do well with water so that says it all really. Either way: he damaged it or didn't even check it and signed it off as checked!”

Helpful Report

Posted 7 years ago

“British gas wouldn't or couldn't take my payment as their online payment kept refusing my credit card and wouldn't authorize it even though it worked fine everywhere else. I communicated this to them that I had tried to pay my bill 8 times over the past month but their site was stopping me. They suggested or said nothing of any value so I emailed and said I would wait til they fix their site and a few weeks later I received a letter from a collection agency (debt collection) called Arvato. They were nightmare number two as they dont answer their phones, they havent answered any of the two emails I sent them trying to pay or either of the two complaints procedures I went through or any of the 12 agent call backs I requested. So now Im in a position where I have continually tried my best to pay this stupid bill doxens of times but everywhere I go they fail me with ignoring me. It seems as though its a ploy to put me in debt and charge extra costs for their mistakes. The communication with BG was a complete joke speaking to a new person everytime I sent an email meant they had no idea what my story was so far and it all kept going round in circles with me telling the same story again and again. They are a pathetic don't care outfit of morons that dont know their arse from their elbow. As for Arvato they are equally as dumb and completely ignore people who are genuinely trying to just pay a bill. These idiots wouldn't have a leg to stand on in court, my records from my bank clearly show repeated attempts to pay off the whole bill dozens of times but the British gas site isn't working as it should, they even said that to me yet transferred me to a debt collection agency. The fact the Arvato doesn't give a toss is another joke and also demonstrates that they are neglecting their duties also. Look on the glassdoor website to see what their own staff say about Arvato. Its a joke. These muppets should all be shut down”

Helpful Report

Posted 7 years ago

“Near to my policy renewal, the helpful assistant waived the cancellation fee. The call centre was super quick in responding and very polite. Wonderful!”

Helpful Report

Posted 7 years ago

“They put in the wrong address when I set up the account, I told them so many times and they did not change it. I called for engineer as I had a problem with my boiler and they sent him to the wrong address. When I booked the appointment the customer service team took me through security she really cares about her job as I gave her my home address and she did not pick up that there was another address on the account, if she did we could have resolved this at 1pm when I called. they re-booked for this morning between 8am and 10am surprise surprise no one showed, so I've canceled all 3 of my policies this morning.”

Helpful Report

Posted 7 years ago

“EVERYTHING! we have had rubbish service and had to take 4 days off over the last few months as the engineers have not turned up and the people over the phone have not idea of what is going on!”

Helpful Report

Posted 7 years ago

“Once you are their customer, they don't care you. They are good with their user interface, attractive pages and packages and customer service only till you buy their services. They give you false promises, for example - if they are to inspect the gas hob or boiler and they fix an appointment, they don't turn up. You sit like a fool whole day wasting your holidays and earnings. They really don't care. Also in case of emergency - like tap leaking or etc,. they again promise and fail to turn up. This is because they are having lot of customers and they are in huge profits. They don't have enough resources. Even if someone turns up, they are very rude as if they doing the job for free.”

Helpful Report

Posted 7 years ago

“Charged us a substantial amount for our final gas and electric bill wich they say is an estimated bill although we have always sent accurate readings my new supplier also sent them the readings. they have charged my account on two occasions within a few weeks of each other without any bills being sent to us letting us kno that we about to ripp you off wich could of gone against my credit history or debt with my bank if ther was no money in my account they did say we did send it but when i asked for a copy of it it's just a coincidence it wont let them send me another copy? Ye righ.Even after supplying metere readings they refused to resolve. they tell you we will pass to our experts that have no clue. end result is they want me to contact our new suppliers and get them to send them meter readings when i can give them it and have. Also the customer sevice is a disgrace by faar the worst i was on phone with labona for over 45 mins wich she said she got to the bottom of and then cut it off and when i called back the lady i spoke to the second time had no clue as to what was going on because there was not much notes left so had to go through everything again only to be told that the bill is on my wife's name and they cant discuss with me becuse its data protection but have never had them ask this before this begs the question is our data safe in the hands of british gas? I will never recommend this company or its services to anyone again they should be ashamed to call themselves British gas if you are with this company i feel sorry for you. My fisrt call was made to labona at 11.07 on the 11/3/17 i don't normally leave reviews but new customers to british gas be aware”

Helpful Report

Posted 7 years ago

“Terrible experience, British gas estimated my final bill. Empty property, no gas usage and bill came to a £120! After hours on the phone they finally admitted the made a mistake. Now they are trying to charge a debt collection fee. I really feel for the old and vulnerable who have to deal with this company.”

Helpful Report

Posted 7 years ago

“Looking to have your boiler serviced by British Gas - DON'T! We have now been without heat/gas for two days due to the incompentence of British Gas Engineer! Our boiler was working perfectly well and reluctantly we had to have it serviced as per the Homecare contract, also we also had a small leak from one of the radiators. Engineer eventually came on the third time the appointment was made. The excuses were he had to go on 'emergency' call-outs. Pity he came on Tuesday 7 Feb he came to carry out the work. Next morning we could smell gas! Called the emergency services. SGN, who promptly sealed off our gas supply saying that there were two gas leaks coming from the boiler serviced by the British Gas Engineer! Rang British Gas to ask for an Engineer to attend to the leaks. They said that they were unable to get an Engineer to us until the next day! Asked why we couldn't have an emergency appointment as we had foregone our appointment for emergencies twice. Were told we were not in that category i.e. did not have a baby or inactive elderly person! My husband is 70 and I am 61. Appointment made and confirmation sent by text for the next day. Next day we noticed the leaking radiator which was supposed to be fixed was still leaking! Waited in for the elusive Engineer. Although in constant contact with British Gas Team that day, assuring us the Engineer would be calling, he didn't!. Was told there was a failure in their booking system! Not surprised as they are dealt with in India! Lost in translation or not concerned about their customers?? British Gas try to obtain new Homecare customers with propganda on the web when they clearly are not able to deal with their existing customers! Here are some of the quotes from their website trying to entice new customers, which are total lies as we are still without heat/gas!!! We’ve got over 6,000 engineers ready to help you get your central heating and hot water back on. Well they couldn't find ONE for us!! You can call us 24 hours a day, 7 days a week. We’re there whenever you need us whether you're a customer or not. Sure you can, but you will still be without heat due to the incompentence of their engineer!! Our engineers call ahead so you know they're on their way. Still waiting for the call!! Also looks like my Tweets have been deleted from British Gas Twitter page!!”

Helpful Report

Posted 7 years ago

“I recent lost my job last year due to ill health. I am on payment cards for gas and electricity, paid fortnightly. 3 times I rang up to say I was struggling and those 3 times I spoke to three different people. They were very understanding and helpful. They never swore, never threatened me with a pre-payment meter. I didn't have to start paying again for six weeks to give me time to get things sorted out, naturally my payments increased to cover my missed payments but it was not by much. Installed a smart meter which is excellent, turned up on time. My partner has been with British gas for over 20 years, she also never had any problems and has got boiler care. All representatives I have spoken to have been polite. The problem with some people when they get into money problems, instead of getting in touch to sort things out they just leave it. I would recommend British gas to anyone.”

Helpful Report

Posted 8 years ago

“Shocking customer service, abysmal response and useless dispute resolution. Failed to update my details, even to the point they said I wasn't a customer, despite taking my money by DD. They used false meter readings to bill, blaming me for the previous supplier giving them incorrect information. They also put me on a standard tariff when I asked for a fixed tariff. Oh, and when I moved home they continued to charge me for a homecare service on the previous property, despite being informed of my new address AND they set up a new service for the guy that bought my old place, so it's not like they didn't know. Absolutely the worst energy supplier - and when you consider how bad some of the others are, this really is a dreadful indictment.”

Helpful Report

Posted 8 years ago

“Don't even think about signing up to British Gas. It's way more expensive than the other companies for both gas and electricity plus they have 26p per day standing charge for both meters ( Electricity and Gas) no matter what type of meter you get, PYG, Prepaid or smart meter. Also Customer service is the worst, they swear at customers, 3 different people from British Gas hanged up on me in one day.”

Helpful Report

Posted 8 years ago

“day before xmas eve boiler started to leak ,engineer called ,but could not fix leak ,so what an outlook,no heating and no hot water,but engineer assured us would be fixed next day and we would be fine for Christmas.But next day by 2pm ,in our seventies,cold ,and no hot water I called british gas and was assured someone would fix boiler by 6pm,this did not happen and things got worse when water from boiler leaked into electrics and blew our power,and theywill have the cheek to up our yearly maintenance plus£50 call out WHAT A RIPP OFF.still waiting.”

Helpful Report

Posted 8 years ago

“I have been British Gas Home Care customer for a long time. When I joined the plan, a BG engineer was visiting us within 24 hours. They asked about the fault and tried to fix it asap. I contacted them on Saturday morning and an engineer was only available on Monday afternoon. They have not asked about the fault code or what happened, so I worry that it would take more time and visits before they can fix it. It is late autumn and the cold front has arrived to London.”

Helpful Report

Posted 8 years ago

“Shocking! Terrible customer service. Going through the complaints team and have been on hold for 27 minutes!!!!!! Not happy at all....... 4 broken call outs and each person I have spoken to has given me some shitty excuse!!!”

Helpful Report

Posted 8 years ago

“We inherited an account with this company via 'Sainsbury's Energy' when we moved house. What dreadful customer service, and the energy cost was expensive with it. We have switched away now, but the communication was appalling as well as aggressive, and the company impossible to reason with when things went wrojng. Customer service are either not empowered to help or don't care enough to try, and every time I contacted them by phone or email I had to deal with someone else. I will avoid this company for life based on my experience an would strongly advise you to do the same!”

Helpful Report

Posted 8 years ago

“British Gas!! Very loud name and very poor service. Stressed me out in simple things Shame!”

Helpful Report

Posted 8 years ago

British Gas is rated 1.2 based on 3,037 reviews