British GasReviews 102

We wanted to review our tariffs so got meter readings submitted. Then realised we hadn't had an Electricity bill since Sep 24, over 140 days. Gas bills had been received ok. Tried to see the 10 Sep 24 bill but the system wouldn't allow me to do so. Tried to use online chat to get a copy so I could check the amounts owing, spoke to 3 agents, one of which cut me off after sending a link through the chat. An hour after starting the chat I made it clear I wanted to speak to a manager and was making a complaint. I gave up on online chat and emailed the Executive Officers. Eventually I get a copy of the bill and a blurb about the change in billing platform resulted in the delay in getting a bill. That was the last straw with BG, or so we thought. On 30 Jan, got final invoices and paid monies to clear the accounts, switching to Octopus Energy (who are brilliant and communicative). Checked online a few days later and saw our BG Electricity and Gas accounts were closed and even had an email from a Customer Manager in the Executive Team confirming accounts zeroed and no further monies to pay (unless meter readings had changed). Then, weeks later, 14 Mar, we were advised BG were recalculating the final bill under their Price Protection Guarantee, which meant we should have been on a cheaper tariff until the accounts closed. So we were surprised when on 17 Mar, we had a chasing email 'Your final bill is due' for £412.39 on Electricity account, having paid £413.07 at the end of Jan 25. Ignored this initially as we'd had an email saying it was all good from the Executive Team. Another one came on 24 Mar. So tried calling BG to find out what was going on. Eventually got hold of a human being. Amazingly within a few days the 'final bill' reduced to £136.87. But the meter reading changes didn't justify anything like that. 2 units of electricity don't cost over £130 and certainly not £412.39! We asked BG two things, provide the bills they were referring to (links in emails didn't work) and an explanation as to how it could be so different when the accounts were closed and fully paid up on 30 Jan. And then the fun really started. Multiple emails requesting the final bill details. Eventually got a bill, but that started with a debit balance of £411.31 at 24 Mar. Why? Back and forth and back and forth and still today, 1 May, they say we owe money, we say we don't think we do and they have been unable or unwilling to provide a copy of a bill produced in Mar 5 for £420.07, which is suspiciously close to the £413.07 we paid in Jan. They have a Solver, Mukaddar, who doesn't solve anything, just repeats the same mantra, 'you owe BG money' but hasn't answered 7 queries raised, but has now said we also owe £9.14 as they've recalculated the Gas final bill too! I've submitted a complaint to the Energy Ombudsman and responded to BG advising them of that today. God knows where and when this torture with BG will end. I'm sure they cocked up billing when they transferred our accounts to their new billing platform and their staff training is so bad the teams don't know how to get info from each platform to check. We've spent hours and hours on online chats, telephone calls and multiple emails. Its driving us to sleepless nights and we have had enough of BG. We just want this episode to end and then we can move on. BG - sort your systems out, train your staff properly and stop trying to rip off your customers by double billing them!
This experience started on 27 Jan and is still unresolved today 1 May. Shocking!

Very unprofessional services. Would never recommend British gas to anyone. They handled my switch very poorly. At the time of sales, I was told i would get a smart meter within 2 weeks. However, no one contacted me and upon chasing them I was given appointment with the engineer and was rescheduled 3 times after waiting through the appointment window. Upon 4th appointment I was told by the engineer that british gas doesn't even have smart meters that are compatible with storage.
In short, they're highly unprofessional and don't keep their words. They're all about hogging customers but don't care about their customers at all

If I could give 0 stars, I would, because they deserve it. I switched to a different tariff with them, they sent me a confirmation email but never changed it on their system. But when I showed them I was being charged the new tariff on my smart meter, they NEVER acknowledged the problem at all!
This company is absolutely corrupt and made of greedy incompetent people, who have no clue of what they are doing. They made me waste my time and made me become mentally tired by contacting them over phone and email. They don't know how to work as a team, don't communicate between them and all they care about is making copy / paste of their very "polite" template emails and only acknowledge what they want, whenever they want, NEVER what you want or when you need it.
Incompetence, careless, useless. I am paying £75 exit fee and NEVER recommending or using them again. If you want peace of mind, STAY AWAY from British Gas!

I am writing to express my deep dissatisfaction with British Gas. Despite not being a current customer, adverse credit markers were incorrectly placed on my file without any prior notice or communication. This action, based on outdated details from a previously settled account, has severely impacted my credit score and caused the postponement of my new mortgage.

While I was initially assured that the matter was being addressed, weeks have gone by with no resolution. I recently received a notification stating that the case has been closed, yet the issue remains unresolved. The incompetence of British Gas staff throughout this process has left me no choice but to escalate the matter to the ombudsman and seek legal advice.

I am extremely disappointed with the lack of professionalism and accountability displayed by British Gas. I hope no other customer has to endure such a frustrating experience.

I started with british gas a few months ago because my previous supplier went bust, and even though I mentioned that we had solar panels and we was promised that this would be added to my energy account, but the only way I found out that never happened was when a complaint was going through that they told me, and british gas gave me the phone number for british gas solar department I called them to register my solar panels I have to have a smart meter so even though it is not the law to have a smart meter with solar panels, and lots of other major energy suppliers do not insist that customers who have solar panels do not have to have smart meters at all so yet again british gas has let me down all they care about profits and not customers and because of this my energy bill will be higher than it should be, this is not fair

I have had a billing and meter dispute / complaint with British Gas ongoing now for 3 months. I have a disability and the way in which BG treats disabled customers is utterly appalling and they should be ashamed of themselves.
I have sent over 40 emails now to the Executive Office, Directors and customer services and now the matter is with the energy ombudsman. I have even contacted my local MP to ask for help as no one at British Gas is bothered to care or help.
Two managers have dealt with the complaint from the Executive Office, both failed to deal effectively with it. After just a couple of emails they completely ignored email after email that I sent and I never heard from them again. You both should be ashamed at the appalling service you gave.
A mediator then stepped in assuring me he would deal with my complaint and resolve it. He failed to ring me when he promised. When he finally did contact me by email days later he completely disregarded what the complaint was about and an engineers visit and said all was sorted now. IT WASN'T and despite emailing him 3 times asking him to contact me he has ignored my emails and has NEVER contacted me since nor attempted to resolve my dispute/complaint. Again shameful.
I am currently signed off work unable to work due to the decline in my mental health and no one at British Gas is bothered to help despite me literally begging in my emails for someone there to please help me.
There is a huge failure in their customer care standards and a catalogue of failures in dealing with the issue and how I have been treated as a disabled customer. Those in the Executive Office should hang your heads in shame, it's absolutely shocking.
The most appalling experience I have ever encountered and it is still ongoing 3 months on with no resolve.
Shame on you British Gas. I would never recommend anyone to switch to you, just horrendous customer care.

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.

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!

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

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.

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.

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.

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.

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!

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.

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.

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.

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

"Avoid British gas at all cost" They didn't bring bill for almost 11 months when they finally brought it it was almost £2000 for just gas. Prior to this I spoke to multiple staff to figure out if I was In debt they said no. Boom almost 2000£ debt. The staff are not well trained they seem very clueless on what is going on with my account. I decided to pay this debt on monthly direct debit which was set up by a member of thier staff, they said the debt was going to my credit score if I didn't pay before 1 year, I agreed to pay within 1 year. 2 months went by no money was taken from the direct debit, I contacted them again they said the debt was going to my credit score regardless of how I pay because I moved to another supplier which I was never told. I called them more than 10 times for them to please take the monthly agreed payment it was to no avail. It took months and staying on the line for multiple hours before this could be fixed. Then I moved my gas to another company by June 2023 they blocked it I called British gas to ask why I can't move they said they have rectified it I called the other company they said it is still blocked this is October 2023 I am still struggling with British gas on phone just to be able to move. I am writing this review with a very sad heart because this company has caused me so much mental, emotional and physical stress and trauma that I still haven't gotten out of. I am still in shock how clueless the staffs are. If I could change the hand of clock I would never go close to a company like this.