British Gas

Refused to solve a problem created by British gas. British gas came for a check up. They switched off the gas but failed to order the replacement part required. We keep getting "engineers" sent out that do nothing other than blame their colleagues instead of fixing the boiler. For days we have had no heating, no hob to cook on and no hot water. British Gas haven't attempted to fix the problem. The "engineers" identified the problem, the part/s should have been ordered, delivered and repaired?

British Gas call centre staff (After I get past the half hour wait to be answered) cannot understand a simple query about my smart meter readings and the fact that I cannot enter Gas meter readings on line. The call handler could not understand I wanted to increase my direct debit, which by the way can't be done on the website on the customer account page, and when I asked to change my direct debit (as most customers will soon need to do) I was put on hold for 10 minutes, then cut off. Absolute crap!

Come on British Gas, get your act together. Improve your call centre training and get the website and App working properly for basic functions like meter readings and Direct Debit management, or when the energy crisis has passed, your customer base will be reduced to the old folk who never change their supplier until they die, and the idiots who never bother to check for a better deal elsewhere.

Shocking and unacceptable service!

British Gas is the worst company ever!. BE AWARE of what they will do to your credit report! After failing of providing the bills and really messy situation after the transfer from another energy provider, they just put "non payment" in my credit report FOUR TIMES in one go just for one bill! And refusing to remove it after numerous complaints even though it was their fault! Thanks for treating customers like that and damaging my credit for 7 years! I'm definitely swapping for a better provider! The worst company!

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

… Account
British gas have been taking money from my bank account for 4 years without my knowledge for policy for boiler care and drains without my knowledge from my bank account. The amount was £11.64 pence they just did automatic renewal.
This company are crooks do not use. Because the amount was very little I didn't notice. Even the customer service team were really rude. Can a company steal money without your consent really terrible company I give them rating of -0. I definitely will be taking legal advice also writing to the ombudsman about this criminal company I didn't realise the British gas is a cowboy company. After stealing money from my account for 4 years they offered my 98 pounds I would advise customers to stay away from this company

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.

"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.

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.

They lied to me. British gas trading limited do not deserve the name British the great British public need to know the truth about bg they are lies and cheats. And they charge me a daily standing charge when i was cut off from my supply

Incompetence and inefficiency at it's most profound. Found out after several months we were on estimated bills. Requested technician, several weeks later and having to wait in all day and turf out everything in order for the meter/comms hub to be seen for him to look at a light and say he can't do anything. Its a known fault, why didn't someone say on the phone to check; it would have taken 2 seconds, rather than waste my time, the technicians etc. To exercurbate it further, to try and complain is painful in the extreme. The complaints email and even the CEO's are apparently full and returned, unread! I finally get a reply and it was totally unacceptable. This is a disgrace, totally incompetent, inefficient and this needs to be addressed. I'll now have to wait another several weeks to get this resolved - totally unacceptable! Charlie W

Been left with no gas since fri, after topping up and losing my credit for the 3rd time. They are refusing to fix my meter, they have accused me of leaving the door open and thus breaking it. The "qualified engineer" fixed the door lock according to his "professional training" and unsurprisingly when I topped up it took my credit again.
Very immature, keep putting me on hold mid sentence, when asked for a refund to top up electric in stead they refused, when asked to speak to a manager the answer was "why" and "no". They laugh at you during a conversation. When told 'I have no gas it is very cold.' the response was "ok, what do you want me to say..."
I was warned how bad british gas are just didn't realise how immature and incompetent they are.

I would Give 0 star if I could!
This company is absolutely dreadful! Do not use them.
They take as much money from you as possible, and they do not care. Customer service is awful (you get spoken to like a 2 year old) and when you have a concern they are just bothered about taking a payment from you.

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!

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.

A engineer capped our gas fire because he said a flu was damaged not only is this flu nothing to do with the fire he should have noticed that the dimensions were all wrong for this flu to be connected to a fir. On this engineer advise we had a very expensive fitted then when we had a new fire fitted we were told that the flu liner was not required as the chimney is clay lined & never fail so British Gas should refund the cost of fitting the flu liner then having it removed

F I could give a zero star I will. I bought a property a year ago (2021) that has not been lived in for the previous 2 years. My gas supplier was changed to british gas. The property is unoccupied and the previous gas supplier was made aware of this. Despite the property being unoccupied, british gas continues to bill me monthly. All appliances were removed in April 2021 including radiators so no gas has been used till date. It is impossible to get through to anyone via their live chat or on their number. This is a rip off and I will be going through the complaints procedure. I will also be changing my supplier as this is definitely no way to treat to customer. This is wrong and British gas should be ashamed of themselves for ripping customers off.

Terrible customer service - seemed completely unable to pick up a phone despite several opportunities. She lied to me time and time again. Do not trust this company they will steal your money, falsely charge you, pretend to refund you and then not pick up the phone

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!

I was switched to British Gas because previous electricity supplier PFP Energy went bust. Since the date of the switchover on 02/11/21 our economy 7 heating has not come on. Freezing cold house for over a week and no resolution in prospect. Due to a number of medical conditions my partner is considered to be extremely vulnerable. So far have made 4 separate phone calls to BG customer service totalling 4.5 hours. I have been lied to, fobbed off, and cut off. These people are totally incompetent. With the last phone call, i thought i was actually getting somewhere and an engineer visit was arranged for today - he never turned up!
Their online live chat does'nt work. Their online complaints form does'nt work. There complaints email address is'nt monitored! Have tried contacting them through Twitter - as yet no satisfactory reply.
How can a company the size of British Gas be SO BAD?

Appalling product, appalling service. New boiler and tank fitted 18 months ago. It keeps cutting out, losing pressure and we don't have hot water or central heating. We have called BG out 5 times as part of our Homecare plan. They are slow to respond, tried to go to an address we lived at 25 years ago! Promised they would be here before 6pm today, didn't turn up then claimed they were booked for the next day (which they weren't). We had a service booked for next week which they can't find any record of and cancelled without telling us. I wouldn't trust this company to run bath. Terrible service.