British Gas Reviews 343,762

I have been with British gas for a long time I have never ever been in debts my account always in credit until they installed the smart meter unfortunately after that a huge bill comes to my account I still don't understand what's happened. Now they forced me to pay that I don't have a choice what can I do with them. They are looks like try to still the customers money. Be carefull everyone.

For some reason this company keeps making appointments for me for a smart meter which I have no knowledge of despite telling them as much.
Either a scam company or basic incompetence. Sort your systems out British Gas. It’s getting tiresome.

I want to provide honest feedback about the experience my family has had with British Gas. My parents are elderly and vulnerable. One is disabled and recovering from a serious medical condition. The other is living with severe depression. When a large and confusing bill arrived, they could not understand it and asked a family member to call on their behalf.

During that call, the family member was passed around repeatedly. At one point a staff member said on a recorded line that they should not use heating if they were unable to pay for it. This was an inappropriate and insensitive comment, especially considering the health needs in the household. The family member made an informal complaint but never received a response.

Months later a letter arrived claiming a bill had not been paid, even though a direct debit was already set up. This caused panic. When we called again, British Gas admitted the issue was caused by an internal error. The family member spent their entire lunch break resolving it and ended up paying by card to avoid two payments being taken together.

A formal complaint was then raised. I clearly asked British Gas to contact me directly and not call the landline because it causes distress at home. This request was ignored.

The complaint was eventually handled by a manager named Julie. The interaction was disappointing. Her tone felt dismissive from the start. She repeatedly said she did not need to go over the details, even though she had not listened to the calls or reviewed the direct debit issue. She focused on consent for financial information even when I made it clear I was only discussing the complaint itself. At one point she said that if compensation had been mentioned earlier she would not have needed to speak to me, even though it had already been stated in the original complaint and in writing.

She did not know whether feedback had been passed to the staff member who made the inappropriate comment. She did not know the details of the direct debit error. She had not listened to the calls. Yet she spoke in a way that made me feel as though I was inconveniencing her. The tone felt patronising and unkind at a time when I was already dealing with a family medical emergency.

After the call she emailed with a noticeably softer tone and offered a small goodwill payment. The sudden change in tone felt completely different from how she spoke on the phone. It came across as written professionalism rather than genuine care. It felt fake because the warmth in the email did not match the way she spoke to me moments earlier. I declined the payment. This was never about money. It was about the way vulnerable customers are spoken to and treated.

This feedback is not written with the expectation of anything in return. It is written because large companies often speak about care and support in their advertising, but the reality for ordinary working families can feel very different. When people reach out for help, especially those who are already struggling, they deserve to be treated with patience, respect and humanity.

Total waste of time

Came out to service and correct a problem with the boiler. Very polite engineer who fixed the problem in no time.

Got an appointment at a convenient time. The engineer sorted out the issue and explained how to work the new thermostat.

A bunch of liars
All you do is lie.
You wouldn't know the truth if it hit you in the face

Easy process to book engineer who found an issue with our boiler and quickly ordered part and came back to fix. Engineer was professional and friendly. Highly recommend.

Provide a quality service at a competitive price

I had an upgrade done on my meter. Since then my meter doesn't send information on my electric account and my house monitor doesn't work properly. I wish I had not had an upgrade it was working perfectly before I had it done

Callum serviced my boiler today and was very polite and helpful ,told me where button connections for boiler are ,and safety in your home

Very good efficient polite engineer who took time to explain the checks he'd made on our boiler

If I could give a negative number of stars then I would. British Gas seem to think it’s ok to keep emailing my deceased mum about her bill. I’ve contacted them on numerous occasions and updated the account with my details as executor and I’ve even shared the death certificate. I’ve complained twice by telephone, once via email, they have my contact details and yet still they continue to email the wrong account. They’ve just emailed my mum again to say it’s taking longer to resolve the complaint than they had hoped, what a completely despicable and incompetent company British Gas is. AVOID!!!

The engineer was very knowledgeable and answered all my questions

Engineer from British Gas was very knowledgeable about the work involved, giving clear and concise information when requested or required.

The Engineer, was very friendly, clean, curtious, efficient & knowledgeable.

Excellent service from the man who came out to install a smart meter

Electrician came and replaced my kitchen light. Very pleased with it he did a good job and cleaned up the mess he made. Very punctual.

Professional and knowledgeable engineer. Would recommend British Gas Homecare.