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

“Disgraceful service from British gas today as we attempted to book an emergency repair for my 92-year-old father, who is disabled and housebound. His boiler broke down on Friday and as Home Care customers we attempted to arrange for a repair. We eventually succeeded in getting through and were able to book an engineer for the Saturday, though no-one ever appeared despite assurances that from further calls. I called on the Sunday morning to be told the booking had been cancelled (no reason offered) and not rearranged. On attempting to rearrange, I was told the earliest possible date was January 3, because regardless off my father's age and infirmity, he did not have a chronic health issue which meant the lack of heating posed a threat to life. I should add that all four calls we made over the weekend entailed a wait of at least 45 minutes to speak to an operator, then on Sunday I was put on hold for a further 15 minutes after finally getting through. We got the boiler fixed privately and needless to say will be cancelling our Home Care contract. However, I found this exploitation of loyal and vulnerable customers to be shocking and deplorable.”

Helpful Report

Posted 2 years ago

“They have charged me £1779.44 for period of one week. 19/11/22- 27/11/22 I have already payed £750 from March by direct debit and another “estimated bill” of £1113.09!!!! People HELP!!! I am in two bed flat living with my 7 year old son!!! Having two storage heaters.”

Helpful Report

Posted 2 years ago

“A terrible company leave the disabled and vulnerable for days without power in minus six freezing conditions and trying to get that 66 pound energy help of them, well good luck trying, how they have so many customers is baffling, and its no use phoning up as they will not answer”

Helpful Report

Posted 2 years ago

“My prepay smart meter is showing I am using £4.08 per hour on gas (my heating is not even on). Before this it was showing between 50p to 95p without heating or hot water being used. Cannot get through to anyone other than a stupid robot that wants me to top up. I don't want to f...ing top up.”

British Gas 1 star review on 16th December 2022

Helpful Report

Posted 2 years ago

“Hi I had a new boiler fitted at the end off October 2022 which cost £4700, after two week I had to call them out as the new boiler would not turn off after 4 days a engineer came and fitted a new part to this new boiler but two week later the same thing went wrong with the new boiler, again it was over seven days before there came out and change the same part and all of this time we were told to turn the boiler off so no hot water and no heating and since we had the new boiler fitted 3 of my radiators downstairs only get warn and it take over 3 hours for them to warn up, I have ask then to sort it out and there have now told me I now need a power flush which I been told will cost about £900 so I book them to do a power flush on friday the 15th December but have now found out there just coming out today to give me a quote. 7 week ago we had a new boiler fitted and 3 week of them we were told to to keep the boiler off. Would I recommend British Gas and I am sorry to say a big fat NO. if any one is thing of going with British gas do not. As for trying to contact them on the phone most of the time you waiting well over 30 min and once it was over 1 hour. As of today still waiting for my boiler to be sorted out, I think I be looking at the new year before it will be sorted. It seem Britsh Gas do not care, My wife look after our 15 month old grandchild 3 days a week, But it so cold we had to use a electric heater which is not cheap.”

Helpful Report

Posted 2 years ago

“Absolutely appalling service!!! I pay a premium for home care so when my toilet cistern broke and would not flush I booked an engineer visit,had to wait well over a week.Received email & text to confirm visit on the day the engineer failed to turn up so spent over 3 hours on phone and chat line waiting for explanation the first person said the appointment had been cancelled due to no engineer but could give no explanation as to why I hadn't been notified, the second person said I never had an appointment in spite of my proof in email & text, eventually made appointment for next day and again the engineer didn't turn up, same again spent hours waiting on line & phone chat only to be told cancelled due to no engineer, they don't even have the courtesy to let you know of cancellation, just going round in circles now, when you pay of £40.00 a month for service you expect them to fulfil their contract, their service and customer service is an absolute disgrace!!!!!”

Helpful Report

Posted 2 years ago

“British Gas you are the worse company I ever come across, the staff are rude and disrespectful and are not qualified to do their job properly. My smart monitor has not worked since I got it, I have contacted British gas numerous of times and still no help. I will not recommend anyone to go with british gas. British Gas you should be ashamed of yourselves. Paying for service that I'm not receiving. What a waste of time!!!!”

Helpful Report

Posted 2 years ago

“Horrible , boiler broke down , was not able to speak to anyone , had no chance to make a complaint as all their online chat people were busy ‘at the moment ‘🤬, and no email to complain either , one can call and wait for ever honestly, they are good at collecting money but that’s about it . Useless”

Helpful Report

Posted 2 years ago

“British gas goes against our human rights. Micheal king senior complaints manager switched me over to prepayment yesterday and he wiped my credit. I put £208,54 in both meters I woke up this morning and I'm on emergency credits and I phoned since 8 this morning I have just had to refuse my disabled grandson heating, how bad do I feel. It's not my fault I don't owe them money I'm in credit, with my energy about to go... we are freezing.”

British Gas 1 star review on 15th December 2022

Helpful Report

Posted 2 years ago

“Absolutely disgusting service, 16 phone calls 28 hrs on the phone, lie after lie after lie I'm still no closer to getting my support sceme vouchers for October, November or December, don't tell me to contact you on twitter or fb, I don't use them I just want what I'm entitled to, I could go on all day about the lies I've been told but what's the point it clearly doesn't get you anywhere, I've spent all my grandson Christmas money as I was told I needed to top up my meter 3 times oh that was another lie, I've had the phone put down on me even though we have a 10 week old baby and 2 vulnerable disabled people in the house apparently with only 47 pence on my meter it's not classed as an emergency absolutely disgraceful”

Helpful Report

Posted 2 years ago

“My daughter could not get through on phone to report boiler not working. She tried online for appointment and was given 9th january and today is 14 december ! She eventually got through on phone to be told maybe 16 december. The operator then said no and hung up on her ! Bunch of useless idiots. Fast enough to take your money but not interested when you phone up. Avoid these crooks.”

Helpful Report

Posted 2 years ago

“We have had nothing but incompetence from them from the day we had to go with them ! From taking money from us for our old house and our new house. Now they have put us into debt even though we are £279 in credit? We haven’t had our money owed from the government either So stressful! There is absolutely no way you can speak to anyone to sort it out as the just hang up on you Absolutely dreading trying to sort it all out 🙈”

Helpful Report

Posted 2 years ago

“My daughter just moved into a new house. She has had no heating of hot water for 8 days . Three young children. 3 hours on the phone to customer services only to be passed on to another number . Automated answer then disconnected . Still no heating or hot water . These useless incompetent xunts get away with murder but rake in astronomical profits. You should all be arrested for fraud you bunch of xucking sub humans”

Helpful Report

Posted 2 years ago

“Having had a failed boiler service appointment I had to wait over a month for new appointment but engineer failed to arrive dispite me receiving texts allday saying "engineer on schedule see you soon ". Unable to contact anyone at British gas.”

Helpful Report

Posted 2 years ago

“No customer service??? No response to email No response to messenger (other than automated response that they aimed to respond in 3 days), over a Month chasing now App chat, just today from 14:00 to 21:30, email, DOB, post code, no…over and over to be asked to supply same again over and over Just stopped billing and taking my DD??? How did I try to communicate doesn’t allow you to select all??!!! Reply..last option over a week? Over a month!!”

Helpful Report

Posted 2 years ago

“3 phone calls taking forever on hold at my expense engineer failed to turn up twice spoke on phone and basically called a liar and hung up on Disgraceful attitude still left hanging and don’t know if the repair will be sorted”

Helpful Report

Posted 2 years ago

“Transferred over from Peoples Energy who were fab!! Then dealt with British Gas a very broken company! Everything from start to finish from exceptionally poor customer service to unprofessional advisors and managers ! Keep sending reminders for things that don’t need doing and have failed to set up my DD we are now on the 5th attempt to set this up as I don’t want to pay quarterly bills! I was on DD before and one of their advisor in their wisdom decided to change it to quarterly and now am struggling to get DD set up again!! Made so many calls with no joys of any help or support, I work full time as a nurse and get promised a call back which never happens. If I could give a 0 star review or minus I would.”

Helpful Report

Posted 2 years ago

“Absolutely awful company to deal with. Customer Service is Non-existent. Left Hanging on the phone for ages. Don't answer the online Help! Should be renamed "Un-Help" contact. I've now been cut off 5 times and been on hold for nearly an hour! Eventually Got through to someone on the phone, two departments later, then she cut me off!! Having to now go through the whole process of speaking to various people without getting an answer. This is the 9th attempted Call today!!! All I wanted to do was sort out a faulty Smart Meter!!! You can even see on the image it has an error displayed with an exclamation mark and red triangle! Frequently overcharging, changing the direct debit payment without authorisation. Took them to OFGEM, who agreed with me and they refunded the money. No wonder their operating profit is growing from $1.3Bn to $1.5Bn in 2022.. Stealing from the poor”

British Gas 1 star review on 6th December 2022

Helpful Report

Posted 2 years ago

“engineer told us he was coming. If slightly curt he was nevertheless punctual efficient and adequately informative”

Helpful Report

Posted 2 years ago

“Booked a visit, waited all day no one came. They rang 10 minutes after the last time slot to say they had been delayed, said they would book us in for an early morning slot a few days later. We again waited in no one came, they rang at 12.55am, and said they were delayed, but we had a previous appointment booked at 2.00 pm. My husband said come they come after three, he was told they couldn’t wait around for us!!!!!! Quite happy to let customers wait for them though. How this service has deteriorated .”

Helpful Report

Posted 2 years ago

British Gas is rated 1.2 based on 3,021 reviews