British Gas Reviews

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

1.2 Rating 3,029 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,029 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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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

“Have been a customer for 6 years and prices have crept up. Now that I actually have an issue that needs resolving, their service has been terrible. Promises to call back have not been fulfilled and there is no accountability for the really poor customer service. 6 weeks on, I still cannot get a commitment to send an engineer to sort my job. Unbelievable!”

Helpful Report

Posted 5 years ago

“Once again British Gas’s customer service receives 0* rating from me. Despite numerous calls, emails, messages my situation remains the same as it did 3 days ago. Endless promises and nothing resolved. For a company that makes huge amounts of profit I question why they are unable to provide an adequate customer service to their customers. Web chats only over a weekend when most employed customers have time to contact British Gas. Customer service telephone services for prepayment customers appears to not be required over a weekend. My experience of the web chat that took place was shocking. False promises to resolve my problem and no further action taken place once the chat is ended. Sadly the same issue I’ve had with the non response to emails and the false promises to resolve problems over the telephone also. I am sure Sarwjit Sambhi struggles daily with problems with his smart meter......I think not”

Helpful Report

Posted 5 years ago

“I wouldn't give British gas 1 star if possible! Based on being with British gas for 6 months that I've been in new property, they have messed up 2 quarterly Bill's now despite me giving them my actual meter readings & the latest charging me over £600 for 3 months in summer!!! I was with Scottish power for 11 years in my previous property & only paid between £250-£300 for 3 months this is more than double that!!! Every plug is off when not in use only necessities are left on, fridge/freezer, phone line & 1 TV occasionally, 1 landing energy saving light at night, washing machine only used on weekend to do a few loads, no heating or tumble drier being used as its summer!!! How is this my bill??!! This property is all electric no gas. I've changed supplier now, any other company got to be better than this! This is beyond ridiculous, I wish everyone knew how robbing they are so they go out of business!”

Helpful Report

Posted 5 years ago

“Home Care Engineer repaired the washing machine 2 days later machine stopped working same fault code showing Called British Gas Monday they said Engineer will attend Thursday 8-30-1-00 no one came rang BG they said they had called twice to inform of no show, total lie as no calls received or logged So without the washer for 7 days at least Paying good money for this service Service is garbage and told lies by schedulers Definitely looking at an alternative supplier for the future as this has happened twice now”

Helpful Report

Posted 5 years ago

“Joke of a company. Installed smart meter without my consent and now bill has tripled. Rang to complain and phone was hung up first time, second time lady I spoke to did not really know what was happening. Have paid £25 in 2 days and still credit on meter will soon run out. This is day light robbery, white collar crime at its best. You do not need a balaclava and a gun to be do robbery these days. Smart meter has no readings to show what I am using. How can this happen in modern day britain?”

Helpful Report

Posted 5 years ago

“Terrible company to work for! Treat staff like slaves in a factory! Can’t go to the toilet without having to put your hand up! You are micro-managed and “floor commanders” on your case! It’s like complete military operation! They also do not care about their customers at all! CEO running company into the ground and rewarding himself massively! Paying loads of staff off and sacking staff to try and cut costs! South Africa and India taking phone calls now as it’s cheaper! Don’t care about mental health! Work you to death! To the point of exhaustion!”

Helpful Report

Posted 5 years ago

“the phone number that's on line isn't working how the hell is anyone supposed to talk to british gas”

Helpful Report

Posted 5 years ago

“Appalling. I moved out of a premises 18 months ago and cancelled BG as they were so expensive. In the last month they have billed me twice and set the debt collectors on me for the new tenants' bill. Four phone calls, multiple tweets and nothing has changed. Average 30 mins on hold every time I call. Brusque and useless Twitter community managers. I am at my wits' end. My credit score has been affected. They just won't stop. Awful company - please avoid. There are so many superior and cheaper challenger companies you can go with these days.”

Helpful Report

Posted 5 years ago

“I moved from boost to British Gas purely because boost only offer a "pay as you go" option. it took 2 months i was advised 2 weeks initially. i had to call weekly to progress the move and chase when an engineer would be able to swap the meters. i got passed from department to department. having to repeat my requirements again and again awful company to deal with. promised call backs were never received. the staff were ill equipped to deal with this simple move the call times were horrendous and i spent over 30 minutes on every call i had to make to them and the engineer still didn't come out on the designated date and time totally incompetent”

Helpful Report

Posted 5 years ago

“Bad company, getting worse and charge whatever they like. We need more people on social media exposing their poor service. They charged me £1725 for my gas,"accidentally" which was removed with 3 month worth of investigation. They only took action after I had made a complaint & wanted the matter to be escalated. Simultaneously, they don't let me leave my electric supply to another company as they charge too much. Even though I had paid all the bills. Apparently they muddled up the date I was suppose too leave them that's why it was objected for a new supplier of electricity to take over. This went on for 3 month and still not solved by this time I have accumulated further 2 invoices.”

Helpful Report

Posted 5 years ago

“British Gas broke into our new home when we had been in there six days. No warning to us, completely unnecessary, and are now forcing us to stay with them for another month before we can switch providers. Disgusted and outraged, we will never ever be using them again and urge others not to as well to prevent any other customers experiencing what we have.”

Helpful Report

Posted 5 years ago

“I have never experienced a more dysfunctional company. With my previous tenancy, I tried to start both gas and electricity supply with a different supplier than British Gas. A mistake from British Gas with the bills to the previous tenant caused more than a year of headaches. The transfer to a better and cheaper supplier never happened. I ended up with only one solution which was to pay British Gas tariffs for the whole tenancy. One additional frustration was the continuous stream of letters (more than a hundred, I kept them all, sometime more than one per day. None of them based on reality).”

Helpful Report

Posted 5 years ago

“I set my account up with British gas in 2010. in 2015 Scottish power made an erroneous transfer of my account. then billed the wrong address so I didnt realise. I went on paying my joint energy bill not realising the gas bill had been removed. on January 1st 2019 I had bailiffs turn up at my door for the full amount of £2200.00. this was the first id heard of Scottish power or the bailiff company. I spoke with British gas and they said they would sort it out. 3 months later they deny I had ever had an account with them, then tried to trick me into taking out a new account. this would mean I would of had to pay Scottish power thousands that by law I now dont owe. Scottish power confirmed they would switch it back the moment British gas gets in touch, but like I said. now they are telling complete lies and deny I was ever a customer. my bank details and emails in receipt of payment to them say different. Beware British gas, it is not a British company. their final response was 'go get a solicitor' leaving me with the prospect of having my door kicked in by bailiffs so they can relieve me of my goods to that value... im fuming!!!!!”

Helpful Report

Posted 5 years ago

“British Gas charge you whatever they like when you take on someone else’s account temporarily. Then instead of charging the amount owed they charge you more so that they can give you a cheque refund of the balance, knowing very well that half there customers wont cash the cheque. Totally immoral institution that have no right to have the proud word British in their name. Why does the government not step in on practice such as this.”

Helpful Report

Posted 5 years ago

“It would appear that the operatives are chosen for their abilities to lie and obfuscate. No wonder that Centrica is going down the pan.”

Helpful Report

Posted 5 years ago

“Regarding Gas Cert and Landlords Homecare package. We've been BG customers on 2 properties since 2010 to 2019. We have paid over GPB 6,000. It's proven to be an absolute rip off as we never got value for services purchased and their service has simply deteriorated to appalling. They need agents on site to let their technicians in (no BG - they are not engineers, they are technicians) because they will not pick up keys. That's ok if their technicians would actually show up. They think nothing of leaving our tenants without gas in winter. And it is all about the repeat visit and extras. After 9 years a cupboard installed in 2007 becomes an issue. We have cancelled our contract with BG and would not consider using them again. Trust this is helpful.”

Helpful Report

Posted 5 years ago

“We were with British Gas for our business electricity. When we tried to change suppliers in Dec 2018 we decided to ask the new supplier to invoice our Limited company rather than myself personally. BIG MISTAKE. BG decided to change the name on the account to the Ltd company name (despite never being asked to) with disastrous consequences. I can't begin to tell you the confusion to the final billing process this has caused. When you email BG you NEVER receive a reply. When you call them, you seem to speak to a different person with a South African accent every time but no resolution. Despite owing nothing we are still receiving debt collectors letters. One star is one more than they deserve.”

Helpful Report

Posted 5 years ago

“I have just had a combi boiler installed by British Gas to replace my back boiler. It was quite a big job to relocate and get a gas supply to the new location. I can't praise the engineers enough. They were polite, efficient and considerate. I was dreading having the work done as floor boards had to come up that were under my laminate flooring. Everything ran smoothly. These lads are a credit to British Gas. The new Hive control is amazing, so glad I took the plunge now before my old boiler died. Have been a British Gas customer for over 40 years, never had any major issues”

Helpful Report

Posted 5 years ago

“On the 10/06/2019 at approximately 6.40 pm after returning home from work I noticed a lot of water coming in from my kitchen back door - there have been numerous issues with water that I have constantly reported and paid call out fees. I thought at least this could be solved this occasion. I called British Gas specifically stating I was worried and that because of my fridge being in that position some spark sounds were coming from there. To me this was an emergency and a huge risk to myself and the home. I was told someone will be there within the next hour and that an engineer/ plumber will call me. I rang back at 7 then 8 and 9 and was told no call has been logged. I was devastated and by this time I had a power cut and had to go to a local pub to charge my phone. The call was then logged and I was then told later when I rang back that there was a call made/with a logged matter where an engineer/plumber will be with me shortly I mentioned to the lady on the final call that this was a serious issue - she stated she will log a complaint and that she will also call me by 10pm to see if it’s been sorted. This sounded a little reassuring at the time. She also mentioned that she will ensure that an electrician can look into this as I have been let down (she specified despite not having cover for my electric regarding home Care) that something will be done to solve the matter at least for today? It is now 7am the next day I have had no calls or solution. I was also left at the home with no secure home alarm (ADT) so this was a cost I was paying with nothing happening. The engineer eventually turned up at 10.20pm but it felt a lot longer. It didn’t help at all when the plumber stated the water was coming from the back garden? To me this was very basic and not the work for a plumber to call out and see. I was able to see where the water was coming from, but needed a solution or some sort of plumbing work to be carried out. The plumber stated he is not a builder. When logging this matter for the additional time and not to mention delays/ being on hold possibly running up a telephone bill I did specify the urgency and state that due to no electric or lights the engineer/plumber will not be able to see anything - I was told they will have tools - I need to mention this plumber had no tools but a small torch saying he wouldn’t be able to do anything as he can’t see. He continually asked me if this is my home and I was not happy in the dark with no solution- not to mention soaking kitchen floor, slipping over many times. My kittens were running around and the plumber kept leaving doors open when I did say the importance of them being shut as my kittens are not yet immunised. The whole evening was a complete shambles and I am truly devastated here. I specifically mentioned all the above while logging the matter - not for no reason or ranting but to come to a proper solution. I felt that my whole evening was ruined , not to mention basic necessities completely destroyed when it could have been solved in a more better way (food/ lights/charging phone just to call British gas and be let down. I was also left with no choice but to go in a local pub where things took place just to charge my phone! awful experience and service Can we come to some sort of agreement here- I cant be left like this with no solution or help. I have also asked that a member of the team comes to help me with submitting a reading and till this date nothing has happened. I am left with potential high bulls where I have had this incident occur so haven’t had the full use, while having family pay extra. I have had separate issues simply changing account holders has been a palaver and I have really been let down.”

Helpful Report

Posted 5 years ago

“Just changed to British Gas, and OMG what a mess! You talk to people , give meter readings and they vanish! 5 times talking to people so far and promises, was even told to sit back and chill at one point! Email complaints no response, I’ve just live chatted and had to give all the meter readings again, opening ones and the start of June, and on my account they are asking for meter readings !!! What a nightmare this has been, and as I can see has been for a lot of others, I will definitely be changing next year when my contract is up”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,029 reviews