British Gas Reviews 288,047

Extremely disappointing and frustrating experience with British Gas as our Energy Provider.

We left British Gas in March, following the outcome of a complaint upheld in my favour with compensation paid (One of many complaints raised for Unethical Practice, concerning the inconsistencies in my billing and broken promises to put these right over long period).
I settled the final bill and was advised that there was a small credit balance that would be paid into my bank within 7 days (I have a screen shot of the conversation on BG’s ‘Chat’ portal confirming the above) - No refund to our bank was ever received.
Since this conversation we continue to receive bills (Adjusted amounts at the end of each month), including the end of June! I have made several complaints to BG and each time a BG Complaints Handler tells me that there is NO balance outstanding and that they will confirm this by email and that the next bill will confirm a Nil balance, on the proviso that i agree for the complaint to be ‘Closed’ - Needless to say no confirmation emails ever received and no Nil balance updated on the account.
I have now requested help and advice from the Energy Ombudsman on this matter.

Date of experience: June 27, 2025

British gas ripped off my mother who has been a customer of theirs for over 50 years my mum was a pay monthly customer but switched over from pay monthly to top up and was doing so for a number of years as My Mum was paying as you go and owed British gas nothing but during this time they switched their system from the old to a new system at which point out of nowhere my Mother who is a pensioner may I add is told that she owes a figure of £1087 OUT OF NOWHERE which she is expected to pay and apparently the switch over caused an error which apparently brought this apparent owed amount to light my Mother owed nothing and I find it disgusting that British gas are expecting a pensioner and a customer who has been loyal to them for over 50 years to pay such an amount knowing how much money a pensioner gets for starters and also knowing that the money they are accusing my mother of owing was caused by a glitch in their system caused by the apparent switch over to the new system very very disappointed in this company and I wouldn’t recommend anyone to use them absolute rip off of a company!!

Date of experience: October 01, 2024

I have decided NOT to proceed with my approach to B.Gas.

Their initial requirements were too unpleasant to deal with. Cancel the whole thing as I have already requested.

Lionel Rose

Date of experience: July 04, 2025

I joined BG in March 25- they overcharged me for gas and refused point blank to listen to me. It turns out they had the wrong meter listed. After weeks of contacting them, they sent an engineer out to look at my real meter and finally recalculated my charges. I thought, good, now I can leave them. No- they have listed the meter as a pre payment, meaning I can't switch to another direct debit deal. They last emailed on 19th June, assuring me they would sort this out. Nothing has happened

Date of experience: May 10, 2025

My smart gas meter broke couldn't top it up. Three phone calls over 3 hours on hold most of the time. Told THREE times an engineer was on route. THREE times no show. Absolute terrible customer service. Currently looking for new gas provider. British gas DO BETTER

Date of experience: July 05, 2025

Follow up to my negative feedback about BG a few days ago. If you look at the reply from Heidi, she requested that I send a PM to them. Well, what a surprise, a "COMPLETE" and "UTTER WASTE OF MY TIME!"
1. The digital assistant could not locate our account, after being given my name, my wife's name and address.
2. Hasina, an advisor popped into the chat and asked "how can I help?" I directed her to the Trustpilot review. And inline with BG inept customer service, which just follows everything we have been through, no response for 10 minutes.
How on earth this is acceptable! I had hoped that BG (Heidi) response to our review and experience might have garnered a modicum of sympathy or professionalism, but I guess not.
Please think on before you decide to go with BG, our journey is a cautionary one. It is not pleasant being stonewalled by a big company and being strong armed to pay for something you don't owe and no matter how many times you ask, NO EVIDENCE is ever produced!
Please avoid at all cost....

Date of experience: July 06, 2025

I have been a British Gas customer for over forty years. I was recently contacted by them to make an appointment to get my meter changed . Found it impossible to do on both chat lines and phone calls. Kept getting fobbed off to someone else. Will be changing provider very soon.

Date of experience: July 03, 2025

Bought a British gas boiler in 2008 - it has lasted 17 years. So far so good but now I need a new one they have quoted £3997 yet for the same job elsewhere I've had £2495, £2795, £2850 £2995. £3150 - for the same job. So much for loyalty. No negotiation possible.
I decided to go elsewhere locally and to stop my monthly maintenance of £37.09 to be told you need to pay the full year of almost £400. I haven't signed a thing. PLEASEEE PLEASE avoid - stay local

Date of experience: June 26, 2025

Your app or Website is not user friendly paying a bills is difficult once you get into one account you can't easily switch to the other account and it doesn't show the amount owed on the payment page. Why did you change the old site app to this terrible nonsense. The first thing I expected to see is the billing not to have to scroll to look for that. I know you want to sell us services but got danm please start with the basic. Maybe I am not a tech guy

Date of experience: July 06, 2025

The way the engineer explained how to use the equipment was clear and precise.

Date of experience: July 03, 2025

I was informed of my boiler service being due and I was able to book an appointment for the day after. The engineer called to confirm he would be attending shortly and completed the service satisfactorily. Very pleasant and polite engineer.

Date of experience: July 04, 2025

British gas have given us new gas and electric meters . The engineers were very good
Happy

Date of experience: July 03, 2025

Been with British Gas for years, so reliable and efficient.

Date of experience: July 04, 2025

Process of booking service was easier than I rember and the engineer who visited was prompt, communication was great prior to arrival, knowledgeable, efficient and friendly service

Date of experience: July 03, 2025

Shane very professional and explains the job and why it has to be completed and safety issues

Date of experience: July 04, 2025

Trevor the gas man was brilliant. This job was for my mum who is 80 years old but as requested he contacted me as my mum gets confused. He rang 15 minutes before explaining what he was going to do and apparently was being lovely kind and respectful to my mum and he even rang me after the works were completed. I really do hope you thank Trevor because he went above and beyond

Date of experience: July 04, 2025

The people who work for you are very helpful

Date of experience: July 03, 2025

6 or 7 years ago I could have waited 5-10 days for an engineer visit. Now it’s rarely more than two working days. In fact I’ve had service on the day in January - during a cold spell. I’ve been with British Gas for over 20 years and find their home care packages competitive. Obviously the “full frills” package is more expensive than those packages where you pay an excess ( bit like house/car insurance) - something to suit everyone.

Date of experience: July 04, 2025

The engineer arrived in time and was polite, friendly and efficient.
We get our boiler serviced annually and have home care - it gives great peace of mind and we never have any issues getting assistance from British Gas.

Date of experience: July 04, 2025

The gas engineer was one the most experienced I have ever seen , new his job , thorough and patient , explained all aspects of the service . Extremely efficient .

Date of experience: June 30, 2025