• British Gas

British Gas

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Overview

British Gas has a rating of 1.09 stars from 96 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about British Gas most frequently mention customer service, direct debit, and smart meter problems. British Gas ranks 73rd among Energy Efficiency sites.

  • Service
    61
  • Value
    51
  • Shipping
    26
  • Returns
    25
  • Quality
    44
Positive reviews (last 12 months): 2.8%
Positive
1
Neutral
0
Negative
35
4
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • This is wrong and British gas should be ashamed of themselves for ripping customers off.
  • OR I CAN CONTACT CUSTOMER SERVICE, WHO AS I'VE PREVIOUSLY STATED CAN'T HELP!
How would you rate British Gas?
Top Positive Review

“Changing supply”

Lee B.
1/30/24

Hello I've just spoken a customer service person for British Gas who was very helpful about changing my supply

Top Critical Review

“Incompetent and unprofessional rogue traders”

Jamie B.
2/7/24

Without a doubt the most unprofessional, incompetent energy provider in the United Kingdom, and it's up against some pretty stiff competition. Their customer service is atrocious and the live chat results in you speaking to people reading from text books in India. I've just won an ombudsman case against them for a complete mismanagement of my account including a data breach and they are now refusing to honour the Ombudsmans decision. AVOID at all costs if you value your sanity!

Reviews (96)

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Reviews that mention popular keywords

british gas (63) customer service (25)
Thumbnail of user jamieb742
2 reviews
3 helpful votes
February 7th, 2024

Without a doubt the most unprofessional, incompetent energy provider in the United Kingdom, and it's up against some pretty stiff competition. Their customer service is atrocious and the live chat results in you speaking to people reading from text books in India. I've just won an ombudsman case against them for a complete mismanagement of my account including a data breach and they are now refusing to honour the Ombudsmans decision. AVOID at all costs if you value your sanity!

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Thumbnail of user david_connolly
1 review
2 helpful votes
January 5th, 2024

Broke my boiler with 'repair'. Was covered with Homecare, refused to repair it as it "wasn't broken" even though it was. Tried to give me a 'deal' of £1200 for a Powerflush. Sent 2 6 foot 4 men wearing sunglasses in Winter into my lounge to intimdate. One insisted on using my toilet. They then sat for hours staring at my front door wearing sunglasses in van, before finally putting a "sorry we missed you" card through the door and claiming they were never there. Then sued me for cancelling my contract.

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Thumbnail of user imrana118
1 review
3 helpful votes
January 2nd, 2024

British gas is ripping off the peoples in this time when everyone struggling for live,it takes bills and at end when someone wants to leave them.they make a balance for him,indeed he has paid every bill and completed his contract time period,I will not be with this company in future, and not recommend to anyone.it is a big fraud. It is ripping off on its name.

Thumbnail of user surprisedcustomerr
2 reviews
1 helpful vote
January 8th, 2024

Absolutely terrible service. We booked a boiler service last week and have an email to confirm the appointment as well from British Gas. On the day of the appointment we kept getting messages that the engineer is on their way and then no one turned up.? On calling them, the first customer service agent just hung up when I explained them the situation without any reason.
Second customer service agent says that the engineer visited the wrong house and then returned. Without even calling us, the engineer went to some wrong address and without even verifying, just went home.
And now British gas say that it was a misunderstanding and that they can only book us an appointment after about 2 months? This is really sad and depressing state of affairs.
Now they are saying that they had some issue with the address entered in their system? Which is a typo from their end even though we are existing customers and our details on the account have never changed. So why only during booking this appointment the address changed?
I can't believe they are rated 4 stars. Incompetence and poor infrastructure. Really terrible and we are now stuck trying to arrange for service on short notice with the risk of boiler warranty lapsing.

Products used:
Service

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Thumbnail of user johnd8945
1 review
1 helpful vote
January 28th, 2024

British Gas never understood our complaint. We have been with British Gas for over 40 years with multiple buy to let and residential accounts based in London.
We were trying to remove an inherited prepaid electric meter when we bought our house in July 2022.
Each time we called British Gas we would be asked to wait until they could verify our credit score. First we were asked to wait 6 months, then asked to wait another 6 months. After 1 year of waiting, we were told to contact Experian who informed us of no issue their end. Then I was asked to contact Equifax who also said there was no issue their end. Never have we had a problem paying our utility bills. At this point 18 months has rolled by and we're still on the pre paid meter. British Gas then tell me it's due to a missed payment by 2 days 6 months prior. So British Gas then advise us to wait another 3 months and he was incredibly rude to me on the phone.
We have now changed all our energy accounts for residential and buy to let accounts to another supplier after being supplied by British Gas for over 40 years. Absolutely shocking service by British Gas. We will be telling everyone in our business and social network about the horrendous service you have provided.

Tip for consumers:
British Gas never understood our complaint. We have been with British Gas for over 40 years with multiple buy to let and residential accounts based in London.
We were trying to remove an inherited prepaid electric meter when we bought our house in July 2022.
Each time we called British Gas we would be asked to wait until they could verify our credit score. First we were asked to wait 6 months, then asked to wait another 6 months. After 1 year of waiting, we were told to contact Experian who i

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Thumbnail of user amyl2346
1 review
2 helpful votes
January 2nd, 2024

I would never go near this company again! We brought a house in September 2023. British Gas in October sent us a huge bill. On the bill the charges where back dated until March 2022. I have sent in proof that we did not live or own the property until September 2023. They they tried to tell me that the previous owner was not paying their direct debits so the debt is now with us as the new home owners. With the previous owners permission I sent in to British Gas copies of their bank statements which showed the direct debits leaving their account. BG then tried to tell me that they where refunding the previous owners direct debits back to them each month (with no explanation as to why there where refunding the payments). The previous owners bank statements show differently. Two months this issue has been going on. I have been contacting them via email, phone online chat etc. Each time the advisor tells me that they have sorted the issue, thank you for my patience blah blah and yet here we are months later and nothing has changed. Since then BG have tried to put my monthly direct debits up so that the debt is cleared quicker. I really wouldn't advise using this company at all. Their customer service sucks. This morning I was offered a £5 credit to my account for my troubles. What an insult. Hours it has taken of my time so far not to mention the stress of dealing with the advisors.

Service
Thumbnail of user darrylo39
1 review
1 helpful vote
November 18th, 2023

Diabolical customer service, who fail to listen and fully understand your complaint. Make wrongful assumptions and hide behind policy for policies sake.

Appalled by how a long serving customer has been left with damage to my property that they claim to have repaired when they haven't, have failed to listen to the fact that they haven't completed the necessary repairs to the property. Have left us with a leaking toilet and holes in ceiling and bathroom while my partner is recovering from cancer.

Avoid this company at all costs, they fail to complete repairs, because they are Ill equipped with poorly trained staff, who keep telling me they can't complete a repair, but when pushed they suddenly can.

I've been paying for a service that is not fit for purpose as they cannot make good on faults when it comes to plumbing, and keep telling me all the reasons why they can't do such and such, displaying poor and negative attitudes, refusing to escalate when requested and constantly stone walling in the hope you will just go away, 4 months in still no resolve, and I am not going to go away quietly.

If you have this service in place, cancel it now, there are way better companies out there, who believe in assisting their customers when they are in need, rather than looking for every excuse not to fulfil the contract you have with them.

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Thumbnail of user jamess9499
1 review
0 helpful votes
March 19th, 2024

British Gas has to be the worst energy provider in the UK and from my personal experience I couldn't recommend anybody strongly enough to avoid this company.
I tried over a period of several months to resolve an issue with them which was only resolved by engaging the energy ombudsman who ruled in my favour and I was duly compensated.
Several months later having switched thankfully to another provider (octopus - who are fantastic in contrast) British Gas are still contesting the decision and preventing the account to be closed - in what it seems is a mixture of corporate incompetence and bullying of an innocent customer.

Do yourself a favour and do not use this company. If you work for this company I would be ashamed.

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Thumbnail of user chriskarady
1 review
2 helpful votes
November 28th, 2023

Account number: A*******

I can't recommend companies that employ liars.

The smart meter installers did not turn up for installation in the morning timeframe provided. They did not call and did not ring the doorbell. I've received a text saying:

"We visited your property today to fit your smart meters, but unfortunately, nobody was at home - we're sorry we missed you."

This is a freaking lie and completely unacceptable!

I was sitting at home, waiting for the engineer to come.

I called British Gas immediately after receiving the text, and they could not organise installation on the same day. I've taken an unpaid day off partly to get this done. What a waste.

That's it. They have just lost a customer.

Thumbnail of user folukea3
1 review
2 helpful votes
December 5th, 2023

Worse company ever! Been with this unreasonable company for over 10 years, moved address and kept using them, they claimed they sent closing bill to my current address which I never got! They put missed payment on my credit profile, this is a company that I continue to use in my current address. If I was avoiding payment would I continue using their services in my current address? Happy I left them after 13years. I can't continue using your service and paying you if you are unreasonable and this wicked!

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Thumbnail of user roxanat21
1 review
2 helpful votes
October 30th, 2023

LIARS! This company is beyond AWFUL. British Gas has to reimburse me for over £1000 and every time I call and hold for more than 45 mins, they tell me they sent me the cheque. The cheque has not arrived even after 2 months! I am so sick of this company! When it comes for them to collect the money, they take it with both hands! When it comes for them to reimburse money, they stall and look the other way! DON'T, JUST DON'T ever become a client to British Gas! There a lots of other companies out there to chose and save you a lot of headache.

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Thumbnail of user alexo26
4 reviews
27 helpful votes
March 22nd, 2016

So, with all the endless possibilities around regarding changing suppliers, I thought I might have a look at what my existing supplier, British Gas has on offer. As I have a couple of properties I thought they might have a better offer than my tried and tested tariff which I hadn't bothered to look at for years. Well, there isn't anything better. However, if you want to carry on then we will send you a £50 Amazon voucher. I duly applied several weeks ago, and after x 2 phone calls, I'm still waiting. I've heard many other complaints on customers not receiving theirs also. After all, I give them my business and practically wipe their behinds by giving u. T. D member readings and registering all online to! Ale it easy for them. It's always the Same thing with all big companies: promises never stack up, ever. Well, I've just told them to sort it in a week or I'm off to someone else who can also save me a few hundred a year. No real reason for being loyal with these people: you are irrelevant in their sea of profits. Just a little home owner.

Thumbnail of user irener297
1 review
1 helpful vote
August 7th, 2023

Apparently have transfered all customers to new system. Awful, awful disrespectful customer service. New staff attitude stinks. They're absolutely patronizing and entitled. No telephone manners. I'm leaving them after today. This is disgusting going forward. Customer service is key. Staff inappropriate attitude. Unable to pay bill on the phone today. It stinks, could not take attitude any longer. Hanged up!

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Thumbnail of user mad.whiddett
1 review
1 helpful vote
July 2nd, 2023

Transferred to British Gas when my old supplier went bust. In the past 12 months I have spent just over £2000 with them, for my small one bed house which I occupy on my own. For around 3/4 months over winter I actually had my heating off, because I just couldn't afford the bills. I tried to transfer away from them but they blocked it. I have tried speaking to them about their bills.

Currently they are over the new guidelines for how much you can charge. Avoid them at all costs!

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Thumbnail of user sinhn6
1 review
2 helpful votes
April 5th, 2023

Bad company ever I have.
13 days for gas is £1208.19 26th of Feb to 9th of March.
I called them, Kelly Booysen said, that's wrong. It's incorrect. She will call me back on Friday. But she didn't call me. And now today 5th of April, message me this is a reminder that your final gas bill is due for payment by 06/04/2023. I have to pay £1349.97

*******@britishgas.co.uk

Thumbnail of user peterswife1955
1 review
0 helpful votes
October 29th, 2023

On the 16th of October after taking over my sister's address l tried to switch to ovo energy they said my switch was blocked by British gas this company are disgusting my son was entitled to a warm home discount last year even though he claimed online and b.g verified his claim on ESA they refused him his entitlement seeing as he had been getting the discount for years.he is entitled to his money they are liars at British gas...this review is genuine a few minutes ago l attempted to switch again l was told I'd been blocked by British gas lm nearly 70 l have the right to save on energy to me that is £12 extra a month l could use for something else l don't recommend British gas they are bad with their customer service they have a terrible attitude to people they laughed at my disabled son when he asked why he didn't get his warm home £150 l saw him a few days ago freezing in a dressing gown British gas deserve to be closed down l don't have proof of purchase as l don't have British gas lm trying to switch my sister's supplier for my own use

Tip for consumers:
Avoid British gas

Products used:
Energy swap

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Thumbnail of user tomsand683
1 review
0 helpful votes
September 12th, 2023

I switched from a prepayment meter to a credit meter, they promised to credit my account with the money left on the prepayment meter which i had paid for, i never got this money back, was trying for months to get it, but they lie all the time, the staff at the call centre are totally incompetent, i have now switched suppliers, AVOID BRITISH GAS

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Thumbnail of user alexe679
1 review
1 helpful vote
September 18th, 2023

You're NOT in safe hands regarding extortionate prices increases! £1350 per month I'm being debited had to leave or else they were going to financially kill me and I wouldn't have survived.

Tip for consumers:
I won't ever be back until stolen funds are returned. Going to the ombudsman because this behaviour is unlawful.

Products used:
Gas & Electric

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Thumbnail of user crystalb858
1 review
2 helpful votes
March 2nd, 2023

Cheeky! After being on the phone for nearly 2hours with me trying to explain you took £money from my account twice! You send me a voicemail says you've Sent me a cheque! Disgusting! I'm changing providers! And I want to speak people that understand plain English too - your representatives don't have a clue what they're doing or saying!

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Thumbnail of user leea576
1 review
0 helpful votes
August 15th, 2023

Dirt bags, con artists and rip offs stay well away from this company because you will regret it if you don't. Customer service is terrible. Not even worth a 1 star.

Thumbnail of user apos
1 review
0 helpful votes
March 9th, 2023

I have paid my final be from 2 October until 20 October amount of £194.20
Now the ask me to pay £571.92 for same time

Thumbnail of user jamesf3787
1 review
0 helpful votes
April 26th, 2023

My account number is: A*******.
My name is James Wilfred Fox, you have me down as Wilf Fox, please change it.
Also I was recently sent copies of my bills and payments going back to January 2020, I can't open them, please send them in a form I can open.
I have taken quite a while to NOT sort this out, I though if I wrote a review about the bad service I have received you might do something about it.
Thank-you.

Thumbnail of user leeb1148
1 review
0 helpful votes
January 30th, 2024

Hello I've just spoken a customer service person for British Gas who was very helpful about changing my supply

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Thumbnail of user nicholash745
1 review
3 helpful votes
July 1st, 2023

Smart meter has not worked for months and British Gas refuse to fix or replace it, customer services are totally ignorant and rude. AVOID

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Thumbnail of user giovannir73
1 review
2 helpful votes
February 9th, 2023

Absolute rubbish. I Have tried to obtain a bill and have used the on line chat. The call centre is based in India and they are very difficult to communicate with, finally I chatted with a supervisor named Fauzi he was a devious twisted individual who tried as hard as possible to get me to pay by direct debit and suggesting that the Government rebate had not been received by British Gas. All fantasy they are tasked with bringing in as much money without regard to the customers financial position or requirement for the service.

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About the business

British Gas is the largest UK energy and home services company. We supply gas and electricity, boilers and boiler cover as well as other home services.

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