British Gas Reviews 

Excellent engineer and service

The engineer was polite explaining what he was doing and througher with his work.

We moved into our new house on June 5th, I decided to go with BG when it came to supplier. The previous renters used Scottish Power who carried on our supply until the swap to BG happened on June 14th. Those 9 days were pretty peaceful with Scottish Power. Then it all went downhill quickly. Our house uses a top up gas card and when we swapped over to BG after it ran out of credit, they had not sent us a replacement gas card to top up. They told us we had to go to a local shop to get one so we went to at least FIVE and they all said you can only do it online or on the phone now. Frustrating. No gas, no hot water. So I called them the day after, surprisingly it wasn’t a real person. The bot couldn’t understand me and whenever I typed in my details on the keypad it said our house wasn’t eligible for a gas card. I then called them, they also said we weren’t eligible? I then send countless emails, they keep saying “we’re passing you to the relevant department”. Which did absolutely nothing at all… 3 days go by, still no gas. Me and my partner decide we’re going to swap back to Scottish Power since they actually supplied a gas card. Got onto the phone with them, they sorted a new gas card and a swap over date within 5 minutes. However the swap couldn’t take place for over a week and a half. BG email me saying a specialist engineer will get in contact with me over the gas problem. That never happened, never got any contact from anyone. July 4th was the swap date back to Scottish Power and low and behold we had gas back instantly. 3 weeks without gas. Appalling. I’m thinking that’s the end of that. Fast forward 2 months to August, I get an email saying my final bill for BG is ready which I was expecting since we used their electricity for just 2 weeks. The bill was £144.12! For just 2 weeks! In which we had NO gas at all because they failed to provide any for us. They charged us for exit fees. However we requested to leave within their “2-week cool period” in which no exit fees should be charged. So I immediately challenged it. They didn’t respond for 4 days. Saying the exit fees are charged because we still used it until after the 2 weeks. We had to because Scottish Power were sorting the swap. I then sent proof of all the times they screwed us over. Took them another 3 days to respond. At this point the date to pay the bill is fast approaching, so I had to pay it just so I don’t lose credit score and build a debt. I’m trying to sort this situation out but it’s taking them multiple days to respond and whenever they respond it’s just the exact same copy and paste message from a call centre that’s not even in the UK! It’s ridiculous, they’re a waste of time and money, never EVER choose these lot.

British Gas responded quickly to my request and explained clearly everything involved in updating the dated heating and hot water systems of the house. I was also able to book an installation date and time that suited me. Looking forward to to getting the house updated

Arrived when they said they would. Very pleasant and polite. Very thorough check. Very happy with the service.

Really frustrated with the very poor customer service. I moved into a new build, British Gas has been the only supplier. And yet they have four accounts linked to my address, plus an electricity account. I have raised a complaint over the confusion, I was assured it was being looked into, was told it was resolved and an email was sent to me and I should reply to that - never came. No follow up call, I can't get through as I have four different account numbers and don't know which one is relevant. Had another call from someone else who said the complaint was being looked into after someone else told me it was resolved. I don't get call backs when I am told I will, I keep getting emails / post relating to 5 different accounts, nobody is helping me, it's super stressful as I don't know what I have been charged and if it's even correct, I am totally fed up with this lack of assistance!!! Stay away, go to Octopus energy as I will do just as soon as I can.

Pleasant engineer and appeared very knowledgeable

Polite helpful and gave advice. Only issue is have waited for services to contact myself regarding payment plan after contacting them twice already and they dont get bk to you. Meter engineers have been amazing. Customer service not so good.

I received my renewal from Homecare Four/Complete and it had increased from £319.20 to £385. A 20% Increase. I did a live chat and they said as a goodwill gesture they will apply a discount it will be reduced closer to last year's premium. So if you can apply a discount for that then why waste my time to contact you to ask for this. I will be referring this to the relevant regulators as it is not TCF.

Very professional staffs.
Very pleased with the service received 😀

Excellent customer service was provided by one if rhe Heating Engineers who was polite and professional and knowledgeable regarding us changing our Boiler. He was clear and concise with his explanations and informed us of the step by step process of the boiler installation. Very pleased.

Efficient and knowledgeable

Gav and his colleague came today to fix the oven. They arrived promptly, they are super friendly and found out the problem and fixed it straight away. Both clearly really good at what they do and just down to earth nice people.
Thank you

Quick, polite and simple

Gas engineer arrived on time and did an excellent job

I am so pleased with British Gas everyone seems to enjoy working there and it reflects in the service

Arrived on time, phoned to say on his way, asked if I had any issues, did all his checks, boiler working fine, almost 100% efficient, when he left, you would not know he had been here, shook my hand the first time that has happened, asked if any problems, no top man

Service was completed radiator checked
Sam was polite explaining what was happening.

Excellent and unbiased advice from heating adviser.

Visit arranged on the morning of the same day. Can’t fault the service. Fingers crossed the problem has been fixed.