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Energy
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British Gas Complaints & Reviews
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Complaints, Review, Comparison
Read reviews of British Gas, share your experience and resolve your issue. Rate British Gas for value and service, and compare British Gas with other companies. Have you got a complaint about a company or service? Write to us and publicise your issues. Scroll down to read our selection of your complaints and reviews about British Gas below. |
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Click here for details of all our complaints sections or view our energy complaints section here. Are you a company? Have you been complained about? Contact us here and we'll publish your response and help resolve complaints. |
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Your British Gas Reviews
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Deborah Garner 08/04/2021 This is for boiler cover @ £15 per month. Look despite promises they did not book the years boiler service in. I have a new boiler so service needs to meet anniversary, i also had a radiator needing attention. Just could not get hold of the team. The manager i complained to was cars but agent gave his name as manager on boilers the next day? If you want a repair or service before 6 months you pay in full for the year, not monthly despite the claims made on taking out the policy and payments made already. They say in terms and yes says may have to pay a years policy, did notice this when took out the policy but was reassured this never happens only if you have lots of call outs. So i was lied to and the truth is if in the first 6 months you have any claim you need to pay upfront the years policy or they will not deal with the problem. They say if only a few days to the 6 month mark they could waver paying upfront so that's why does not state on the policy. So a massive con really as make a point that competitors make you pay for 12m before service! Well it is warrantywise that want 12mths payments, British gas happy to book service in first week. Did take days to contact as no reply and no out of hours emergency. Don't waste your money this is not emergency boiler cover and service if you do not have a years policy upfront you are left in the cold. Chris Wilkins: 1/5 Stars 12/11/2019 Inconsistent billing issues I rented a property in a large house It was a flat and I was at first given an electric bill of £165 after only being in the flat for 1 month. My landlady paid off that bill as it was the previous tenants bill. It was June when I moved in and the weather was hot and so never used the portable electric heaters which were in the flat I only had a cooker and fridge and a washing machine on the electric and I was out until midnight 5 days a week I’m disabled and I requested that my metre should be read every quarter so I wouldn’t have huge estimates. However nobody called to read the metre and so all of my bills were estimated. My bills were varying from £22 to £125 unbeknown to me I had 2 metres for my flat and 1 was not in use, but both had flat 4 stickers on and this was the problem I faced when someone eventually read my metre as I believe that they were reading the wrong metre The £22 bill I received was for a quarter and the service charge for British Gas was £15 a month and so all my bill weren’t consistent with my useage Upon leaving the flat I was given a final bill of app £265 !! I wasn’t expecting anything like that and so I made a payment of £65 because I thought there was something wrong with my bills and my metre This was 4 years ago and I’ve been given a bill of over £260 as the bills were all estimated. A neighbor very kindly read my metre when I left the flat and I submitted the figures I don’t understand how they have come up with this figure I’m now on £40 a week and I’m on universal credit in a shared house with a room to myself with all bills included I am disabled and I simply don’t have any money to pay this bill They’ve done an internal investigation and have decided that the bill is correct and I have to pay this bill On my credit account with Experian it shows me paying the £65 and there’s a constant bill of £200 that is owed I have been trying to find out what I can do to make this go away but they will not budge mi am still in hardship after losing my DLA to the new pip regulator for being a taxi driver It’s classed as a commercial vehicle and so I no longer get any help to top up my wages I’m at a loss as to what to do British Gas has not yet responded. Lisa Welch: 1/5 Stars 26/02/2019 Customs relations is a joke Found that they had me down as having a imperial meter instead of a metric m3. Meter. Sent photo for evidence. And ask them to send a engineer out to Clarify this. But no still want to charge me 1000 pounds a year for my gas. When it should be around 400 The customer relation said to me eighty pounds not bad a month for gas. And my reply was not if you have no gas. All what’s needed is someone at British Gas to look at the photos and then they will see when it was installed and the date because all the details are in the front and then amend the details on there computer system Easy. Not for British Gas British Gas has not yet responded. READ MORE: Shopping Guides & Tips | How to Avoid Scams & Online Shopping Problems |
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Carmelita Smith: 1/5 Stars 20/11/2017 British Gas ref: incorrect charges British Gas had incorrect billing on my bank account from 2021, even though I do not have a contract or agreement with British Gas. I cancelled my gas and electricity account from 15th December 2008 when I became ill and have a major operation, their charges was very high. The new Provider is EDF Energy as from that date. September 2017 I received a cheque for £225.00 for recognition of the problems I had experienced. On 18th September 2017 I sent letters, copy of my bank statements giving details of all the incorrect charges to Ms Moira Ponder Customer Operations Manager, but had no reply from her or anyone to this day. My sister and sister-in-law died in the month of September 2017and having to make arrangement for their funerals was very stressful. That's why I am asking for help. British Gas has not yet responded. Agnes Bella: 1/5 Stars 30/04/2018 British Gas This is a matter matter that has caused me and my fiancée an extreme amount of unnecessary stress and anxiety and has now forced us to arrange to move in with our family. We discovered in May 2017 that our meter readings had no been recorded since we moved into our flat on 19 Jun 2015. We have contacted British Gas, provided the correct meter readings and were assured that the matter was sorted. We received a notification that our account was adjusted and we were now £300 in credit. As this did not seem right, I contacted British Gas again, and was again assured that this would now been sorted. The next bill I received seemed more realistic. However on 6 December 2017 we received a bill for over £1500 based on estimations. When I contacted British Gas to explore the reason for this outstandingly high bill, I received condescending customer service, claiming that the bill was right as a never submitted any meter readings and I did not pay British Gas since I moved in to this flat. Following further two attempts at talking to two different customer service representatives, I filed a complaint as I not only felt that the bill was not right, I was aware of the backbilling principles British Gas has to adhere to. When I mentioned this, the bill reduced to only a year’s worth of energy. Resolution attempts have been made, although I was not entirely happy with the fact to this date I did not receive a piece of correspondence that did not include inaccurate information. I agreed to set up a direct debit to clear the backlog whilst paying our monthly energy usage on 7 February 2018. Following this, I did not receive an acknowledgement of this e-mail or a response for over five weeks despite multiple attempts to chase this (including the e-mail trail since the beginning of December!). I only received a response when I publically requested it on the British Gas Facebook site. At this stage, I also requested an investigation by the Energy Ombudsman which is currently ongoing. However, I once again ran into poor customer service that has caused me unnecessary worry and stress. When I received a notification that representations made by the British Gas would delay the decision with four weeks. At this stage, I wanted to discuss the matter with my assigned case manager, as my anxiety over this matter has reached such an extreme level that it has started to affect my health. My case manager has made one attempt to contact me, and when I returned their call, I had no response three times, and no call back to this date despite requesting this. To top this infuriating experience off, we have not been billed for any energy usage since December 2017 despite continually requesting this. As we are in the process of saving up for our first house, which is already a high-stress process, the worry over potentially losing over £1000 has driven us to move in with family. Throughout this whole process we have not felt listened to once and the stress and anxiety caused to us by the British Gas over the past five months has been unnecessary and unfair. The impact on our living situation, mental health and future plans has been significant and drove us to make decisions that we are not comfortable with. British Gas has not yet responded. CLICK HERE: You could save up to £497 on your energy bills by switching your supplier| COMPARE ENERGY QUOTES NOW |
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Story by Patrick Kelly 02/01/2020 British Gas customers fuming with prepayment meters Some British Gas customers with prepayment meters were left fuming after claiming they did not know about the energy giant ditching Paypoint for Payzone terminals on 1 January 2020, narrowing their choice of where to top-up. This led some people to complain they were left without energy on New Year's Day because they couldn't find a Payzone location nearby or the terminal was not yet set-up for British Gas payments. The change from Paypoint to Payzone caused concern when it was announced last month as there are 15,000 fewer Payzone locations around the country. SWITCH NOW FOR A BETTER ENERGY DEAL He switch from one provider to the other was made yesterday with customers also now required to spend a minimum of £5 when topping up their card as opposed to the previous limit of £1. The changes are a massive blow to prepayment customers who struggle to pay their bills and rely on paying small sums at a time to budget better. Prepayment customers must now top up in person at 11,500 local Post Offices or at 13,000 Payzone locations. This compares to the 28,000 Paypoint locations that customers were previously able to use. However, the Post Office says that nationally 94 per cent of the population live within one mile of a Post Office or Payzone outlet and says Payzone is working with British Gas to fill in any gaps in areas where a Payzone outlet could operate. Customers can also top-up online if they have or can get smart prepayment meters installed. A British Gas spokesman said: 'British Gas announced it will be ending its contract with Paypoint on 31 December and signed a new contract with the Post Office and Payzone, which took effect on 1 January 2020. 'The services were dual-running between December and January, allowing for customers to find their nearest Payzone/Post Office location. SWITCH NOW FOR A BETTER ENERGY DEAL 'The new contract means customers will be able to undertake all over-the-counter bill payment services at any one of the Post Office and Payzone's 24,000 locations. 'We wrote to all of our customers to inform them about the change in December – this was either by email or post depending on whether we had email addresses for the customer. 'It is vital that our customers are able to access this important service and we are working closely with Payzone to ensure that we meet the demands of our customers. 'We have undertaken an analysis of the areas impacted by the change and Payzone has committed to work with British Gas to increase its reach in areas where we foresee we will need additional services.' Customers with any concerns are advised to contact British Gas' customer services. They can also find the list of their local Payzone points here. CLICK HERE: Compare the cheapest insurance quotes | Save money on your insurance bills |
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