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

“Only gave 1 star because I couldn't give 0. They behave like a criminal organization. Worst customer service I've ever experienced, they lie, cheat and steal. They harass innocent members of the public for money that have never even been a customer. They knowingly try to get customers to pay the debts of previous occupants. They break to people's houses. They harass the disabled and elderly. Their prices are disgraceful. Only in the UK would we have to put up with any of this, it would not be tolerated in any other country, but in any other country the politicians would be exempt from owning shares in national power companies that are privatized. Their board of directors should be f**ing jailed. They are a national disgrace.”

Helpful Report

Posted 4 months ago

“Whatever you do go somewhere other than BG HomeCare for your cover! I have had a leak in my heating system causing a flood. Dyna Rod sent a heating engineer who didn't do leaks. They reported back that I needed leak detection. Three days later they told me they were sending a leak specialist in two days. A heating engineer turned up and said he didn't do leaks! All the while the damage to my property was getting worse - the floorboards were curling and still we had no hot water or heating. I must have been on the phone for hours and hours trying to get this resolved only to be lied to and no action actually being taken. Eventually a customer support person at Dyna Rod told me that they don't actually have a leak detection team! He said he would get a contracted out team sorted and call me back in two days. This didn't happen so after another weekend without heat hot water and more damage to my property...I called and asked for him by name. He said that's me...he apologised and said management wouldn't agree to send out a team. I was furious as you can imagine. He said all he can suggest is to complain to British Gas. I did this and got a complaint number 8016408162 but told to wait and someone would contact me. No one has and so I messaged on Twitter only to be told that BG can't do anything for me, only Dyna Rod can bring in a contractor who sorts leaks. I'm 65 have no heating, or hot water and have suffered a stroke recently. My property is now in a dreadful state after over 2 weeks and I'm more stressed than ever. I can't believe that any company would behave in this way with a total disregard for their paying customers.”

Helpful Report

Posted 4 months ago

“Absolutely diabolical service from British Gas Home Care. It’s impossible to arrange a boiler service. They said the earliest is February 2025. It’s 1st October today. I require an annual service on 6th October. If you attempt to book it before this date so it can be carried out on 6th October, the automated system states that you cannot book until it’s due. When you book when it’s due, there are NO appointments for FOUR months. The Management need to be sacked and replaced with competent persons. I’ve switched to an alternative provider with genuine excellent customer service and less expensive. I feel sorry for the employees trying to deal with the incompetence of management. Shame on you British Gas. Been with British Gas over a 30 year period and won’t be using them again. Much better service with alternative providers for less money. British Gas have well and truly lost the essence of good service….YOUR CUSTOMERS SATISFACTION.”

Helpful Report

Posted 4 months ago

“Since they have gone into new account system the site is useless , can't login ,can't input password , can't submit meter reading ,after trying for several days you might get lucky and it works”

Helpful Report

Posted 4 months ago

“I have been left without gas and electricity for several days because of British Gas's incompetence. After they migrated my account to their new system, I’ve been completely unable to top up my pay-as-you-go meter. Despite calling them numerous times and having engineers visit my home, the problem still hasn’t been fixed. What makes this even worse is that we have a small child at home, and being without heat and electricity is simply unacceptable. British Gas has shown no urgency in resolving the issue, and their customer service is shockingly poor. They have failed to provide any temporary solution while they figure out the issue, leaving us in an incredibly stressful and dangerous situation. I would not recommend British Gas to anyone. They have caused nothing but frustration, and their failure to resolve such a basic issue is inexcusable. Avoid at all costs!”

Helpful Report

Posted 4 months ago

“Trying to book an annual boiler service with our service contract . Website booking system doesn’t work so ended up ringing .Agent says earliest available is 27 February today is 30 September!!! Our contract runs out in November…..completely useless.”

Helpful Report

Posted 4 months ago

“Changed supplier , due £8K refund several months ago and promised payment several times . Now resorting to legal means .”

Helpful Report

Posted 4 months ago

“They thought I owed them money but despite knowing my phone number e mail and home address but no they went straight to a debt collection company who phone me up to 3 times a day went striaght to the uk ombudsman who got me conpensation. AVOID AT ALL COSTS”

Helpful Report

Posted 4 months ago

“Although ‘chat’ and call people are polite and do their best, the customer services they ultimately provide is abysmal. Their online account system is a joke for the following reasons: ‘Chat’ or telephone services appear to be unable to update information required to access available tariffs. (Although I am currently on an EV tariff and an EV tariff is available for new customers, I am unable to sign up to the new EV tariff and will automatically default to their standard tariff when my current tariff expires in 2 days time) Although I am currently on a monthly direct debit tariff, it has been 3 months since I have been billed. I have made upfront payments to prevent being presented with a massive bill once they finally get their act together. BG are still unable to provide online historic electrical energy usage. I have been requesting this since joining them in 2023 and need to track usage myself to verify the figures they used when I WAS being billed! The IHD has limited functionality and shows incorrect electric information when on a dual rate EV tariff. The peak to off-peak tariff change at midnight fails to reset the displayed power usage. The power usage kWh does not reset to zero at 00:00 hrs but resets at 01:00 hrs! Although this doesn’t affect the billing, it means the electric kWh on the IDH is incorrect for the remainder of that day. In summary, the problems I have experienced relate to the software and firmware BG have adopted. Where did all those ex Fujitsu guys go?”

Helpful Report

Posted 4 months ago

“Three times promised. To provide a meter . 30 august 14 sept and 3rd October furst one promised on 4 July a long wait without any gas Promised on phone no proof . You have to chat to get appt . When I ask for proof they I go and ignore . Push and then oh we have no record at least this time I learnt before Oh I’m 70 and have no heating . We installed gas c/h and it cost £3500 removing the storage rads . Been promised a gas meter we have the Meter box and a capped pipe No heating or hot water . Brrrr.”

Helpful Report

Posted 4 months ago

“I moved my electricity, Gas and solar export to British Gas at the end of May. It took 2 months for the gas readings to be correct on the bill,even though I gave them readings in May. They ESTIMATED my electricity even though they were given readings on the change date , along with the gas reading. I've called several times to give the readings again and they still can't get it right, even though they say they've updated the system each time I call. The whole nonsense with the smart export had me blowing a gasket as they keep telling me they need more information, even though they have it all and confirm they have it each time I call them, resulting in me not being recompensed for electricity I'm sending back to the grid. And considering I have 30 solar panels, it's no small sum! I would never recommend British Gas to anyone, they have been horrific to deal with and I still don't have my account right after 4 months.”

Helpful Report

Posted 4 months ago

“British gas are so bad I have been out of electricity since yesterday 4pm now its the next day and iam still out of electricity. The workers give us the wrong information and they lie to us. They can't send anyone out as an emergency how bad is that. All my freezer food is gone for a waste. The worst this they said an engineer is going to come within 2 hours and they didn't. I was left so no electricity for 18 hours and they cant compensate for that either.”

Helpful Report

Posted 4 months ago

“This company failed miserably when moving my gas and electricity over from my previous supplier. The gas hasnt been moved at all and my electricity was dumped on to a completely different tariff to the one i applied for so i am worse off AND there's a £50 charge for moving back so it really has been a dreadful experience. i lodged a complaint and they have had it for 5 weeks already but the last messgae i received (from a 'do not reply' email address) just said that they 'were sorry' and that they couldnt help me so could i go back to the start of the complaint process again and speak with the chat agent once more. i really regret moving to british gas and their complaint handling system is an embarrassment so if you choose to move your energy to this company, do be mindful of the poor level of customer service you may end up getting. Just today, i saw that the magazine Which.co.uk published a report that said British Gas are among the worst providers for customer service in the energy and broadband sectors so it isnt just me who is dissatisfied about the company and its poor performance.”

Helpful Report

Posted 4 months ago

“The worst of all , the service is so poor, if you have problem with your top up pay as you go card , forget it . No cards anywhere, and customer service can’t help you at all . I had a small issue, it took 5 days to sort.”

Helpful Report

Posted 4 months ago

“Disgusting live chat agent. I would like to put in an official complaint regarding my experience. 23/09/24 i called you up to arrange for my dad to have a new meter fitted due to 2 X threatening letters you are sending him threatening to cut off his electricity due to having an old meter. You arranged for an engineer to come out on the 24/09/24. I took the day off work waited the whole day for no to arrive. I contacted you via your live chat assistance who apologised and said due to lack of staff no one was available and re-booked the visit for 25/09/24. Today I waited in the whole day to find no one showed. Contacted your live chat today and asked for help the first live chat assistant ended the chat abruptly. I created a new live chat where the woman asked me to wait while she investigated. After being on chat for nearly half an hour saying she would help she ended the chat as well rudely. No explanation no help just went offline. After two attempts at asking for help, I called you up to find out that you have no appointment booked and your live chat adviser on the 24/09/25 lied and did not even re-book the appointment for the 25/09/25. Due to this I wasted another day in the house waiting with no one turning up. I travelled to my dads house for two days, waiting in took days of work for pure incompetence. The woman mentioned she would compensate for the loss of time for the 23/09/24 however i would like to open up a formal complaint regarding the whole experience. This is unacceptable two days wasted. I spoke to 6 live chat agents in 3 days. The whole experience has been stressful and a nightmare.”

Helpful Report

Posted 4 months ago

“B.g are very rude money making company in south Africa...they do not care about the British people or the disabled and elders.wost company ever.i s. Leaving to join OVO .”

Helpful Report

Posted 4 months ago

“Abysmal company. Spent months trying to combat a really high overcharged fin bill. Which was completely wrong on their part. They were adamant that it was correct. I went through their official complaint system, spoke to some people via email and phone to the complaints team. She (Patricia) was no help at all - I even caught her lying to me, after providing proof that what she was saying was a lie. She spent the next 10 minutes apologising on the phone; making sure she was covering her own back - as the call was being recorded. Decided to go to the Energy Ombudsman; that were fantastic by the way. They managed to reduce my final bill by £1200, with an extra £300 "good will" that she told BG to offer. After both sides provided evidence. So it makes you wonder, where on earth did they find this £1200 extra to charge me for, if it never should have been charged in the first place? Scam artists come to mind. The proof provided to the E.O. speaks for itself.”

Helpful Report

Posted 4 months ago

“Only gave one star so l could leave a complaint. Again have waited all day for a engineer checked appointment was still on at 16:27 then at 16:35 get a call saying that they couldn't get to me as the engineer was now on a emergency call. Not the first second or third time British Gas have come up with a excuse for non attendance. Excuse have ranged form the engineer has gone on holiday the parts are in his van and we have no way of accessing them to we didn't knock on the door as there was no car parked on it Absolute shower of SH#*”

Helpful Report

Posted 4 months ago

“Incredibly intransparent. They overcharged us over 900£ when they switched their crm system and we got a new account number all of a sudden. It was such a mess.. so many phone calls and complaints needed to figure it out I had and still dont have an idea what they are charging me for, they can never explain anything. Every invoice they send is confusing and intransparent. I can see how this will become a massive issue for them over time.”

Helpful Report

Posted 5 months ago

“I changed tarrifs and they said there would be no charges, which is what one of their agents confirmed, but they charged £150 to an OAP. Have you not got enough money that you have to take it from OAPs? Any change would not have ever given me a saving of £150 for both tarifs. Shame on you.”

Helpful Report

Posted 5 months ago

British Gas is rated 1.2 based on 3,064 reviews