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British Gas Reviews

1.2 Rating 2,687 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

1.2

Based on 2,687 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 6%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

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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 30th April 2024

British Gas 1 star review on 30th April 2024

British Gas 1 star review on 30th April 2024

British Gas 1 star review on 30th April 2024

British Gas 1 star review on 30th April 2024

British Gas 1 star review on 30th April 2024

British Gas 1 star review on 30th April 2024

76

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

“After my mum passed away and I was transferring the account in my name, British Gas made a massive error and after a few calls I eventually got through and spoke to a lovely lady called Tia. She was really friendly, polite and helpful. Tia was able to rectify the problem. Thank you so much Tia”

Posted 1 hour ago

“They never play fairly. Everything you do will result in loss; with them, I nearly lost everything, but Adm kl td saved me. The assistance I received from Adam kl td impressed me. I had a few problems, but they were all fixed immediately. It took me less than a minute to speak with someone, and she was really kind and accommodating. Thank you for the excellent service! rb.gy/86242n”

Posted 5 hours ago

“In early March my account was nearly £2,000 in credit and British Gas would not give me a refund nor reduce the direct debit despite numerous requests. I changed to a different supplier at the beginning of April and I have only just received a final bill leaving over £1,400 due to me. Again after many requests on line and on the phone I am still awaiting a refund. This is a substantial overpayment and British Gas are holding on to my money. Terrible customer service!”

Posted 8 hours ago

“Staff are useless they read a script to you when u ring . Its a call center in south africa i think .They havnt got a clue how to solve a problem . If u email a complaint they say they will get hack to you in 7 days . Complete rubbish takes around a month if u r lucky .Better companys elsewhere”

Posted 10 hours ago

“Please never ever use this Company,do it at your own risk ⚠️ 🥲🥲. I was a pay as you do customer and thank God I left them . I use to pay my key metre every week .Now I am being bombadment with letters claiming I owe them money. I don’t understand how I never use their emergency facility . I am stressed out this company is a Bully. I am traumatised. I am tired and exhausted 😩 calling them and being told we have resolve your credit but hey letters are coming through my doors .!”

Posted 1 day ago

“British gas has the worst app ever. Always had problems with it. The last thing I need when my electricity has gone is to spend half an hour resetting my password over and over again”

Posted 1 day ago

“You are the worst company I have ever dealt with. You seem to be of extremely low intelligence.you can't even work a bill out,it isn't rocket science but it is to you,and the head says everyone should have a smart meter,god help anyone who has one . You couldn't make up how thick they are , I'll have to go on watchdog and show the world have thick you are.”

Posted 1 day ago

“Having been a british gas customer for over 20years, and have always been satisfied. That is until today, after I waited in all day for an engineer to arrive, and when I rang BG, all they could do was offer me another appointment. Like I want to wait at home for another day, in the hope someone will arrive. I have CCTV evidence of the engineer driving past my home without stopping. THis is probably because there are parking restrictions in my road, and he did not want to risk receiving a parking ticket When I rant BG, I was told that I could not speak to the engineers manager to make a complaint, or speak to any other manager who was working that day. I have never come across a service industry or any other business who does not have managers working to speak to customers. I will be looking to move my business away from BG.”

Posted 2 days ago

“Absolutely terrible company. The worst energy company I have ever dealt with. We signed for EV tariff in January. We got bill in February which was not right because there was only one charge but it was supposed to be separate it for peak and off peak + the value was incorrect. I have questioned it, nothing happened. Cut the very long story short, it's May now, nothing happened, I have been asking for refund for months now and they keep prolonging and keep taking DD of hundreds of pounds! I have lost my patience and want to leave. I wanted confirmation that they won't charge us the exit fee of £75 because they never provided the service we singed up for. I was told that the complaint team will be in touch in 24-48 hours, which was 5 days ago. They won't give me refund, they make it impossible to leave and we are overpaying hundreds of pounds every months because of their incompetence! It's disgraceful how they treat their customers and how incompetent this company is to provide service which they confirm I should be using!”

Posted 2 days ago

“I moved to my current house a year ago and have never been able to submit my gas meter reading online. I have been told that I need to phone them which I have numerous times or spoken to advisers via chat. They have asked for photos of my meter as evidence of the readings which I have provided then they asked for two readings a week apart to be able to calculate my useage which I also provided along with yet another photo of my meter. Despite all the submitted readings my online account shows only their estimates which are much higher than the actual ones. They tell you that they will sort it out within 48 hours but they never do and are unbelievably incompetent! My bills are all calculated on their inflated estimates.”

Posted 4 days ago

“I have been chasing them for bills for almost 18 months. I cannot count how many times I have either used the live chat or called them (over 20) and am always told that 'someone will get back to me by a certain date' and 95% of the time it never happens and I have to chase again. They also mixed up my gas and electric readings and ended up giving me a bill that was 4 times too high. I've moved companies now and am still chasing the final bill, being told again that they will get back within 48 hours. I've tried being really patient. I had to go through the Energy Ombudsman to get anything done at all.”

Posted 1 week ago

“I was involved in an RTC accident a few days ago. A van knocked me down and l was admitted to the hospital lots of bruises and pain but no broken bones. When l left the hospital l phoned British Gas to top up my meter. So the payment went through and they said any problems when you get in give us a ring. I got home no electric working so l phoned customer services and they told me my meter was faulty and a engineer will be out within the hour. So l waited no engineer. I phoned back again and they said no engineer was booked for you! In the end l put the phone down on them and said l am leaving British Gas for Octopus. It was a different attitude then they offered me £75 to stay but l told them thanks but no thanks(my friend was offered £120 to stay as well). So l put the phone down on them they are the worse company ever for energy . Avoid these guys big time.”

Posted 1 week ago

“Don’t use British Gas to get your boiler fitted,they charge you a ridiculous price and they send in a contractor who they pay even less,so you might as well get a contractor yourself and save quite a lot of money.”

Posted 1 week ago

“Worst experience ever with an energy provider. I thought NPower was bad but British Gas is the pits!! I was with them for only four weeks but I was relieved to get back to Octopus!! British Gas did everything wrong. They tried to charge me for energy from 1Oth July, when the flat was not even ready for occupation and was not bought until 31st August. They would not believe me even after evidence from my solicitors and the builders. They threatened me with debt collectors when I owed nothing and tried to charge me £28 for the debt agency fees!! They created a fictional bill for £109.51 which they claimed was unpaid and then hounded me for payment despite providing all the evidence to show it was incorrect. Finally I involved the Ombudsman who immediately realised my problem and dealt with the matter, awarding me compensation, an apology and correct billing. British Gas appealed and wriggled out of the compensation and apologies, but promised a correct bill. Their "correct bill" is still not correct and they have now closed the case, as has the Ombudsman. However, the errors have not been corrected and I am shocked that the Ombudsman has allowed this. Disappointed in the Ombudsman and British Gas.”

Posted 1 week ago

“One star… only because no stars is not an option. Recently moved from Octopus (who customer for service were great) Moved to BG, what a dreadful experience. Been with them 2 months, the change over was horrendous, app progress incorrect, when I did find someone to answer the phone, they had no clue, no electricity usage data on the app, apparently on six monthly billing (my bad for not spotting) so as I can’t see any data I am playing a game of Russian Roulette to see if I have enough money in the accost. Tried to find a way to speak to someone today, no joy, chat bot just terminates. I am tied in but the annoyance is pushing me that the fee may be worth it, but then don’t want to pay more as it is almost rewarding terrible service.”

Posted 1 week ago

“Your service and app are totally rubbish I don't know who is in charge but they need to get everything sorted ASAP. I don't even know what my gas bill will be this month”

Posted 1 week ago

“Truly the most dreadful company in the history of companies worldwide. I am tech savvy but their online account option is an absolute farce. It is IMPOSSIBLE to do anything. For over a year now Ive been trying to submit a meter reading or claim some of the considerable credit my account is in, but I work through the processes only to be told that 'something is wrong at the moment please try later' - for A YEAR!!! So I call the automated help lines and they tell me to use the online system! I swear this is the most hopeless company in the world. It is a third world company. I urge you to leave them. Go to Octopus, go anywhere. Anywhere you do go will definitely have been customer service than this appalling shambles. There are an absolute disgrace. The 'British' should be removed from their name as this company is a stain on the good name of Britain.”

Posted 1 week ago

“British gas is the worst company you can use for your electricity and gas provider. The staff working for this company are so incompetent, they don't have a clue how to solve a problem and no communication between departments whatsoever yes some of them are polite but this doesn't help when british gas is asking you to pay for electricity that you haven't used and what I mean is electricity from an old property that we left 3 years ago, and suddenly I receive an email with over £ 3000 bill a bill from somewhere. I am not sure what is going on with this company is it the system they use out of date or they are trying to get extra mony if they can " why not " extra money is good isn't it. I have tried to solve the issue with them, but I have had no luck yet . I'm still waiting for a response from them . The worst thing actually here is that no one cares and listens to you, they talk over you, not giving you a chance to explain the situation, and make you feel like a fool, so I am wondering how we are going to resolve this matter . I hope this review can help someone who is in the same position. Please, people, be extra careful and mindful when using this company.”

Posted 1 week ago

“WORST COMPANY I HAVE EVER DEALT WITH, PERIOD. The BG app is utterly useless, never works. Staff at the call centre are completely clueless (not their fault, clearly a leadership issue). I have been promised a refund countless times but of course every time I chase it they say no refund has been raised. As of today (30/4/24) I have £4707 of credit in my account but last week I had £1800 credit in my account?!? Have a look at the attached screenshots of my account on the app, they clearly don’t have a billing system that works. I hope to hell they come a cropper like the Banks did with mis sold PP some years ago. We all know that they’re over charging customers on DD so they can profit from the interest. You’ll also notice that you cannot reduce your DD amount when you call them. Chris O’Shea (CEO) doesn’t give a toss cause he’s a multi millionaire, changed days from his time at St Paul’s primary school in Glenrothes, good for you Chris, you must be proud of your legacy……”

British Gas 1 star review on 30th April 2024

British Gas 1 star review on 30th April 2024

British Gas 1 star review on 30th April 2024

British Gas 1 star review on 30th April 2024

British Gas 1 star review on 30th April 2024

British Gas 1 star review on 30th April 2024

British Gas 1 star review on 30th April 2024

British Gas 1 star review on 30th April 2024

British Gas 1 star review on 30th April 2024

Posted 1 week ago

“Bought a new Eco Vaillant boiler from British Gas. After the installation the pressure on the boiler was 3.6. Was advised this was normal for a new boiler despite clear advice on the Vaillant website that this is high pressure and indicates a fault. I then had to schedule repeated post installation engineer visits to try to identify the fault (whilst being simultaneously told by the installation manager that if there was a fault it was probably nothing to do with the boiler). This meant multiple days off work waiting in for engineers who were unable to identify the problem and hours of time wasted bleeding radiators, monitoring the pressure, turning all my radiators off and on on the advice of engineers, loss of privacy with engineers in all the rooms of my house spending hours checking all the radiators when the fault was with the new boiler. I was repeatedly gaslit by the service manager telling me that the boiler wasn't faulty. The fault (on the boiler) was finally identified by a more senior engineer who identified it straight away and it was then fixed. This involved seven post installation visits. At no point have I had an apology from British Gas despite writing a detailed complaint. All I got was a rude phone call denying any culpability for the situation. I am still waiting (two months later) for a written response to my complaint. I therefore would NOT recommend anyone else to have a boiler installed by British Gas.”

Posted 1 week ago

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British Gas is rated 1.2 based on 2,687 reviews