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2.8 29 Reviews

British Gas Services Complaints Summary

13 Resolved
16 Unresolved
Our verdict: Dealing with British Gas Services, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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British Gas Services reviews & complaints 29

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11:03 am EST

British Gas Services Scraping your daughter cooker

Our daughter miss natalie lenton is a single mum to 4 kids so when we brought a new cooker we gave her our gas stove cooker which had been looked after yes it is about 15 maybe more years old and today she had been told by one of you men that he does not think you can get the parts so how come I can see them on website is it that these men dont what to be bothered with all the work I heard that the government say that we need to stop throwing stuff away and we should be able to get the parts for things too much is being throw away now like I have said this cooker has been well looked after and if we can get the parts why cant your company it does not make sense to keep throwing stuff away

Desired outcome: We would like this cooker fixed

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12:20 pm EST
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British Gas Services british gas token meters and top ups

Recently my wife and I have been refused reasonable service to top up my British gas card and key within these shops in Birmingham city centre. The shops have both paypoint and payzone and are contracted by yourselves and other utility companies to provide payment facilities. which my card and key should be accepted. The shops are not providing and or refusing British gas customers for top ups.

3d news Stephenson st, Birmingham city centre

Simply Local, Stephenson st, Birmingham city centre

Desired outcome: Payzone, paypoint facilities, British gas contracts with the shops should be withdrawn

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11:03 am EST
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British Gas Services Ownership Share-holders

Determined to retain free, gifted by the government customers British Gas ownership's policies determined my staying with their company. Made many attempts to leave, on each occasion BG ownership policies debilitated this escape. On my final release to a GOOD supplier and the return of my ability to see colours, BG pulled me back without my consent.

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Is British Gas Services legit?

Our verdict: British Gas Services has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores British Gas Services's position as a benchmark of trust and quality within its industry. Users and clients of British Gas Services can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

British Gas Services earns 100% level of Trustworthiness

Perfect Trust Endorsement: British Gas Services achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for British Gas Services. The company provides a physical address, phone number, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Britishgas.co.uk has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Britishgas.co.uk has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Several positive reviews for British Gas Services have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

Britishgas.co.uk regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from British Gas Services.

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9:07 am EST
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British Gas Services BG is charging is for the meter we do not have at the property

That was the complaint we sent to BG and have never received any reply from them:

"Property Address: Flat 2, 5 - 6 Queen's Gate Place, London, SW7 5NX
Meter No: G4K01793640001

We are writing to express our extreme dissatisfaction in relation to the issue of the meter readings and billing for the property noted above.

This property is managed by Westminster Property Ventures Ltd and all the billing issues for the property is being administered by our company.

Recently, the client has received the attached letter dated 25 October 2021 demanding that they pay £2, 101.54. This is the latest in a long stream of correspondence from you about the above meter.

The problem, however, is that this meter does not exist at the property and, to the best of our knowledge, has not existed at the property for many years (since approximately 2013). You still persist in sending our client correspondence in relation to this meter, despite the fact that we have informed you on several occasions that the meter no longer exists (including in phone conversations on 31 August with Tom, 7 September with Becky, 4 November with Martina Fortuin).

Indeed, most of the previous communications on this subject have taken place through your phone system (where we experienced regular problems of poor-quality phone lines and being cut off several times during conversations). One of our team did manage to have a recorded web chat conversation on 7 September 2021 (ref: [protected] - see attached copy) during which she informed British Gas that the meter was no longer in place and she was told that British Gas had"removed bills and charges and everything rest assured :)". The very next day, we received a letter stating that we owed £878.46 and that you were going to apply for a warrant to enter the premises (see attached letter).

The property has 2 gas meters (G4K20059911001 and M0258000211D6 - photos attached) - the gas for which is supplied to the property by another supplier (we have not been a customer of British Gas for a number of years) and we are fully up to date with bills in relation to those meters.

However, as it was noted already, this British gas meter referred to above does not exist in the property. This property was converted into one private home more than 10 years ago by our client. Prior to that consisted of 11 flats. Our client has full visibility of the whole property and there is no such meter. We have on several occasions asked that you send an engineer to the premises to confirm that the meter does not exist to resolve this matter, but on each occasion this request has been refused.

We have also been told that we cannot e-mail you as e-mails are not read or responded to. We do not understand what is the balance that you keep demanding from us for a non-existent meter relate to, or indeed why the amount you claim we owe has increased by nearly 200% in 1.5 months. However, our position is that we don't owe any money for this meter because it does not exist.

Whilst we have made strenuous attempts to resolve this matter in an amicable manner, you have shown no interest in engaging with us at all. Furthermore, you have not followed through on commitments made by your staff about cancellation of invoices and the threatening letters keep on coming. Our client has even been contacted by debt collectors, to which we have provided details of the situation and which have then not contacted us again.

Your lack of engagement with us is no longer acceptable. Unless you contact us urgently to resolve this matter, we will have no option but to begin a formal complaints process. We hope this will not be necessary and we look forward to receiving a constructive response from you as a matter of urgency."

Desired outcome: BG to stop chaging us for what we do not own them

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4:32 pm EDT

British Gas Services Annual service agreement

I have made two appointments for the annual service but on each occasion you have telephoned at the last minute to say you have cancelled..

I am paying £621 pa for nothing. The last annual service was three years ago.

Could I please have a refund and a convenient appointment which you actually keep?

On one occasion I made an appointment and three or four days beforehand telephoned to confirm. I drove up from Devon to keep the appointment. As I came through the door the phone was ringing from you to cancel the appointment.

If I do not hear from you within a week of today ie by 28 April I intend raising it with Ofgem

David Biddle

[protected]@gmail.com

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9:15 am EDT

British Gas Services Re: parking of one of your engineers.

Dear Sirs,

One of your Engineers has been parked in my privately owned lay-by this morning in vehicle VO69AWP. I have no idea where he was visiting, but he was parked across my right of pass and repass meaning I could not get in/out nor could anyone wanting to get to me could do so this was on 25th March 2021; my address is 3 George Eliot Close.

This person was a young man of 20-30 with dark hair, he was completely oblivious to my watching him. At around 12.30 he seemed to be logging in/out on a device, he went on to eat a banana, then a cookie type of biscuit, then used his mobile phone whilst eating a chocolate bar.

Please would you make all your staff aware of the wrong thing to do is obstruct an entrance to a property because they have no idea what may be needed or if others may need to get to that property. This is a human right and I am being denied this right by this behaviour.

Desired outcome: Confirmation that all your staff are warned not to do this to anyone. I am disabled and need to have access/exit from my property as do others.

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4:58 am EDT
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British Gas Services Supply of gas and electricity

mike mellors
To:
[protected]@britishgas.co.uk

Mon, 20 Apr at 13:47

I was a breeze customer until my account was taken over by British Gas. I had a direct debit for £107.00 per month and my account was £293.86 in credit. That was at the end of December.

After the take over by B G I tried to contact them to set up a direct debit and also see what my usage of gas and electricity was. I was told I would have to wait as sorting out the ex breeze customers was taking a long time.

I believe now that delay was intentional for customers who had their credit balance moved to B G . It gave them the opportunity to use up that credit.

During the period January to April I would have paid Breeze £321.00, except I would not have used that much energy. So I would still be in credit with them.

I am now facing a bill of £ 367.72. This has taken all my credit plus an additional £73.86. They now need to refund me the difference which is £46.72

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2:57 pm EDT

British Gas Services British gas local heroes

Nobody turned up no explanation no phone call no e mail no text just nothing I had cancelled an appointment to wait in for the local hero never again I phoned british gas they said the plumber was booked today I sent 2 texts to the plumbers number and they had even the decency to let me know they were not even en route am I supposed just to forget british gas local heroes and book a plumber myself?

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3:11 am EDT
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British Gas Services Telephone waiting time

I was kept waiting for an unacceptable time on an 0800 number to British Gas concerning a call made on the behalf of my 81 year old father with his gas bill. He had recently suffered a heart attack and has dementia and was under stress after receiving a letter to say he was behind with his payments when in fact he was in credit.

Waiting time to speak to a representative 26 minutes.

Help given and time speaking to the representative 7 minutes.

I consider 26 minutes an unacceptable time to be kept waiting to rectify the situation which added to my fathers stress.

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goska  05
goska 05
Minehead, GB
Jan 18, 2010 8:07 am EST

Please .Not I to reach an agreement with British Gas this problem stretches from two years. is my only exposure to the gas bill for me and for you jackek zabickie who hired me Together with the house from 9/02/07 to 30/08/07.British gas still sends me a rate on the date from October 2007 to serpnia 2009. . ŻABICKI J. demnie tasks from the account of the date when he lived, and then recompense Together this account ie f.533, 60

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Ellenvdk
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Sep 03, 2008 2:43 am EDT

I've had home care cover for three years. Its only today on our third service that the engineer noticed that the plug for our boiler was fitted with a 13amp fuse instead of a 3amp fuse. He said it was too dangerous to leave and we had to pinch a fuse from a lamp in my house!
I phone british gas and they say nothing! They said that the risk of fire was not a risk to our lives! Work that one out!

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1:09 am EDT
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British Gas Services Fraudulent charge

Having left my old place with all my bills settled, 6 months later I get a bill from British Gas for an outstanding amount of £1, 110.00.
After reviewing the bill I realise that the meter reading they have quoted on the bill in incorrect (it is mis-quoted by 10, 000 kWh), I immediately call them armed with a current picture of the meter reading asking for an engineer to come and read the meter as obviously they haven't (apparently a new tenant or landlord called in a told them what the reading is when they moved in and thus they obviously dismissed my number). They tell me it is not their problem I still have to pay for this phantom electricity bill, they are going with this incorrect number as it is in their system and they refuse to get an official British Gas person to go and read the meter and it is not their policy. Clearly this is fraud, period.
When I mentioned this issue at work a colleague had the same issue and they have since switched power providers, I am giving them 1 week to sort this issue or I'll certainly be switching providers. Let this be a warning to whoever is thinking of signing up with British Gas (BT Gas).

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7:28 am EST
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British Gas Services Killed my kitten

My little kitten was killed by a speeding British gas van on Friday 11th February. The person who saw him hit my little kitten at speed has told me that he knew he had hit her as she said he slowed down and she thought he was stopping, but he didn't! It took 4 complete strangers to deal with the mess he had left behind and one of these people took her to the vet so she could find her way home...I'd like to point out that where we live is an advisory 20mph but legal is 30mph, he was doing a lot more than this according to the vet to do the damage that was done to Jessie who was only 6 months old! The carelessness of that driver has devastated my 2 children and my partner, caused so much heartache it's unreal. If he wasn't going well in excess of the speed limit she may have stood a chance and to think he was driving a flashed up van and seen by members of the public doing it he still left her in the middle of the road!

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5:30 am EDT
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British Gas Services Boiler installation

Over the last six or so years we have fought with British gas to repair then replace our boiler, it has never worked correctly since it was installed by British Gas in 2004.

Because of the huge number of times the engineer was called to do repairs, the monthly service agreement fee went up.

The last time it was repaired the local service manager did the repairs and said because of the faults with the boiler and the fact that parts that should have been fitted from new and never were he would get the service cost dropped for a year.

My wife has a brain tumour and this is terminal the service manager was very sympathetic and said he would sort things out, we have not heard from him, we have left messages and tried the number he left us many times, as neither of us work (my wife because of her terminal illness and me because I'm her carer) we now not afford the monthly cost as they had gone up so high.

I'm very unhappy and feel British gas should have replaced the boiler when they said they would. The hospital and nurses have said I should write again as we have no hot water. This is my last attempt to get it replaced before we go to press and expose British gas for the chain of mistakes blunders and lies.

I have tried and tried to be heard with no success. I'm my wife's carer and have just had a gangrene appendicitis removed and the struggle is much worse now. we have problems getting hot water, what will happen in the winter with no heat ?

Andrew Pearson

12 Waveney road

Bury St Edmunds

Suffolk

IP32 6JX

[protected]

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3:16 pm EST
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British Gas Services Threat to cut off

Was in credit by £293.00 with electricity account held with british gas, Gas bill of £75.10, Instructed British Gas to pay the gas bill and credit the balance which they did, Received a letter threatening disconnection even though our online account shows gas bill at nil, Phoned them due to letter received and was assurd no more would be received, Now received a further letter threatening legal action and disconnection witihn 5 days plus over £300.00 extra charges, We have never not paid. does any one know of any action we can take to stop this.

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9:35 am EST
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British Gas Services Gas

Complete Disgrace - Do not sign up to these guys. Customer Service, non-existent, back-office, non-existent, money collection - top class.

For the past three years, we have been with British Gas on a 4-year fixed contract to supply our gas. Recently they've tried to charge us 99p per unit! Our contract is only 2.31p with no standing charge! They admitted it was wrong and re-billed us.

BUT THEN... I look at all our previous bills for the past three years and it turns out that they've been screwing us over - charging us a standing charge of 99p per day, every day for the past 3 years... That's almost £1, 000! To make things worse, they've been charging us out of contract prices - anywhere between 3 - 12p per unit!

Ringing them up - they denied that we ever had a contract - it was a good job that we actually kept it. Faxed it over... no sound from them... Had to ring over 10 times to get someone to say - yes, something went wrong..

Now it turns out that they owe us thousands of pounds... and they claimed it was sorted back in October last year!? I dont' know what planet they're from, but we recieved no information, no goodwill gesture and they've profited by way of interest and overcharging us...

In fact, I'm covinced that it hasn't been sorted as I have bills from October 2008 - this year dictating that they have been charging out of contract charges.

And did I mention that everytime I ring, everytime I ask for GAS CUSTOMER SERVICES, I get put through to none other than BOILER SALES! And when I finally asked for the guy's name (it was the same guy who put me through to boiler sales 4 times), he got stroppy and asked for my name and never gave me his name.

DISGRACE - BRITISH GAS HAS PROFITED BY RIPPING ME OFF FOR YEARS AND HAS THE CHEEK TO NOT EVEN GIVE ANY GOODWILL GESTURE OR INTEREST. GO WITH ANOTHER COMPANY LIKE OVO, EDF OR EVEN EON - JUST NOT BRITISH GAS.

I have sent them a letter dictating that they have broken their contract agreement and that I am well within my rights to change supplier early.

THEY ALSO NEED TO CHANGE THEIR NAME - FROM BRITISH GAS TO SOMETHING ELSE, LIKE METHANE GAS. THIS IS NOT THE WAY US BRITISH DO THINGS. SHAME ON BRITISH GAS.

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8:38 am EST
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British Gas Services Repairs

I have been with british gas insurrances for many years now for all repairs on my boiler, heating, electrics, plumbing, kitchen apliances, locks, windows roof extra. I have the full cover with them because I am dissabled and wanted piece of mind that all was covered for everything. 3months ago my boiler packed up and my emertion was not working as a back up. So I had no hot water no heating. So I called british gas 2 days later they came out to look at it I went 2 weeks without heating and hot water, whill they ordered the parts. They did in the end repair the boiler and replace the emershion tank. And a week later the boiler went again itried to use the emertoin tank they had put in but that to did not work. I have had at least 9 call outs in the last 3months. They came in again this week to sort it. I was told by the enginer that the enginer that had fitted the new emertion tank had not reset it from factory setting, so he did this and he said it should now work however I have not tried it yet. My boiler how ever he would have toorder a part. He came back the next day and repaired the boiler 2 days have gone by and guess what no boiler working again. I phoned to ask for some one to come out again but got told that they couldnot come till sunday between 8am-6pm. I was going over to my mums for her to cook me a dinner. So not only will I not be able to do that but I am left again with no heating,, they have an advert on the tv sayinig even if you are not a british gas customer there is alway an enginer near by to sort it. Well where is mine. I am dissabled left inthe cold frightened to put on the hot water in case that isn't working ether as before. I think it is terrible that they can treat a dissabled person so, how do they treat their other customers. I told them when I phoned that I was dissabled and that not only can I not go to my mums to eat but I must freeze todeath also, because as their advert on the tv does not really do what it says does it.

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10:25 am EDT
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British Gas Services Awful experience

British Gas have continued to mess up our electricity bill now for two years. At one point we i had even used over £400 of the children's trust fund to be free and clear of the constant ### ups, threatening letters and bills. Chritstmas 2017 was an all time low after British Gas sent bully boys to the house to threaten of power being cut off and telling my young daughter of the threat as i was out. We were lucky to have a professinal help us making lots of phone calls on our behalf. We were lead to believe this would be an end to it. In the meantime i have been informed that my direct debit was set too low so once again we have been put in a pit of debt again them saying we owe another £500 and have put our direct debit upto £115 a month from £41 a month. I have rang British Gas this week to explain that they have put me in an awful predicament, i am a young widow with three children. I felt i was patronised and told of energy saving tips that a monkey would know.

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Miss Christine Anne Walker
,
Aug 09, 2007 12:00 am EDT

I am a first time buyer and despite making numerous phone calls since Monday 23 October, 2017, have not been billed by British Gas since I moved into the property on Friday 21 October, 2017. I gave them my gas meter reading and the meter number and tried, without success, to set up a direct debit.

British Gas are refusing to send me a correct bill for gas I have used since 21 October, 2017. I got sent a bill for gas used from August to end of October, 2017, which was incorrect. I have contacted their offices and the staff were most unhelpful, very abrupt and downright rude to me. They would not listen to my explanations that I had not even moved into the apartment in August, 2017. The flats were handed over by the builders in August but I did not take occupancy of the apartment until October. All they kept repeating was that I had to pay the bill because I owed the money and if I refused to pay they would send in debt recovery agents. I have always paid any bills I have on time or in most cases early and object most strongly to the staff bullying me and telling me that unless I pay I will be blacklisted for not paying my bill.

Do they not know what kind of effect this could have on pensioners?

Why has it taken 6 months to supposedly set me up on their “new system”.

Through no fault of my own I am now going to get a massive bill, which I will probably not be able to afford and all because of the unhelpful staff who were not willing to try and be a bit more co-operative.

Christine Walker.

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Little
, US
Oct 21, 2009 11:04 am EDT

I phoned British Gas 2/9/06 about my gas bill I gave them a meter reading and ask them to calulate my bill. as I was having cancer treatment at the time I went into all my household accounts. they told me they owed me £208 and as I asked them they sent a chegue which they deny sending I have proof. in jan 07 they put the money back on my bill as an adjustment and has added too it ever since. i can get no sence at all apparently they changed there computer program tp S.A.P. in October 06 and its seems that who ever input the data had a field day. I have always paid by D.D but changed it to S.O and are paying them regularly each month. i recieved a red later informing that i owe more that what my bill says on line.and that the letter they sent is costing me £14.00.

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Fukov
, US
Oct 24, 2009 12:48 pm EDT

Arranged with this company to replace card meter with key meter as they requested, giving 7 days notice. They could not do the replacement on the Thursday we requested but offered Friday, with a representative setting up emergency supply on the Thursday so we could stay over, clean and use power. We had advised them we were travelling 200 miles for their appointment. Despite repeated calls on mobiles, costing £5 per time while they dithered about, nobody came out all day and we were totally unable to work or stay in the property.

Cost us petrol for 2 cars and labour cost for the builder we had taken with us, plus his labourer and at least £15 in lengthy phone calls to British Gas.

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Michael Beech
,
Oct 17, 2006 12:00 am EDT

We have moved into a new property in the past 3 weeks and unfortunately it has a gas pre-payment meter. I phoned British Gas to get a card to allow us to top up the meter and they assured me one was on the way, in the meantime they sent out an engineer to give us the £10 emergency credit facility. This was nearly 2 weeks ago and, after several more phone calls, I still have not received a card and now I have run out of gas. I therefore have no heating, cooking or bathing facilities until this is resolved. I have phoned British Gas today and they say an engineer from Transco has to come and reset the meter, unfortunately this cannot happen until Saturday 7th October. Also, even if I get the card before this day, I still cannot top up the meter as it needs re-setting before this can work. To make matters much worse, I have a 12 month old baby and as the weather is getting colder, so is the house. I find it unacceptable that British Gas have allowed this to happen, unfortunately it is a temporary housing solution whilst we are waiting for our house to be built so cannot change energy suppliers.

Thanks Michael

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Busher
, US
Oct 16, 2009 12:25 pm EDT

I was a British Gas customer up until 2017, in the property i moved into there was prepayment meters gas and electric. after about 6 months my gas meter kept tripping the tamper function cuttting off my gas supply. British Gas took days at a time to attend and I was left one time with no gas in november for 5 days. this continued for nealry 2 months I then insisted they changed my meters and was visited my a very sensible engineer who agreed. I refused to have a prepayment meter due to prior problems and was fitted a normal meter. After about 3 weeks i transferred to edf. Took and gave meter readings on the same day to each company. 2 months later Britsh Gas bill me £250 pound. I phoned and queried to be told my meter reading was too low so they had ignored it and estimated it - I did explain that due to having a new meter fitted the reading would be low. however they were not intested and offered me a payment plan which i refused - 3 weeks Gas even in winter surely cannot total £250? I recently requested a gas meter from edf as I am in and out of hospital and didn't want to fall behind and my finances were due to change. Edf said no problem - however it turns out the meter that is in my house is registered already as a prepayment meter - this would be the meter removed in 2017! It turns out the meter in my house is not actually registered to my house! The meter has been sat in my house since oct 2017 the prepayment that i'm being billed 250 for was removed 2017 so who owes the £250 maybe like when i moved in and they didnt send me a payment card they had forgot to register me as the new tenant although they gave me a account number to use to purchase gas - who got that credit apparently not me!

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Andro
, US
Oct 19, 2009 9:34 am EDT

On 6 Aug 2017 I paid BG £197.76 for the removal of an off-peak electricity-meter. BG did not remove it and say they cannot remove it. Since 8 Sept 2017 I have been trying repeatedly to get my money back, but they will not pay me, although Steve Collar of BG Complaints Management Team agrees that they should do so. Unfortunately the Energy Ombudsman cannot help because BG was not connected with the EO last August/Sept.

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Trundles
Winchester, GB
Oct 27, 2009 10:49 am EDT

Ok so you would be considered from a legal perspective as a vulnerable consumer and what they have done is not acceptable and actually not allowed. You should contact Consumer Focus as they are a Government funded agency there to assist vulnerable consumers with issues against energy providers or an online such as disputer.com to help make the complaint and guide you through the process.

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Trundles
Winchester, GB
Oct 27, 2009 10:40 am EDT

Ok, so you should be able to make a complaint and recover the ancillary costs you incurred in having to make the complaint but not for your time. It is important that you document this as well as explain exactly what you want back. You could use something like disputer.com which is is a free independent complaints assistance service that knows the complaints process for British Gas and if you are not satisfied will send you case to the Ombudsman to get compensation back as poor service should not be accepted. I had an issue with their HomeCare service which left without heating or hot water for 11 days for a common fault they could not fix, I was so frustrated but managed to get compensation in the end using disputer

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Gina
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Nov 17, 2006 5:40 pm EST

I am with British Gas I complained a few times over the telephone that I am paying up to £70 a week! on a prepayment card I was only getting £1.50 of Gas out of £5 I am on benefits with 3 small children and a sick partner everytime I have rung and complained I have used £5 in calling credit the last time I called on the 6th October and was assured I would be rung back no-one did ring me back.

On the 12th October my partners Mother rang British Gas who said I had got to ring with the problem, I emailed British Gas and rang on the 13th October, I had no response to the email though it stated contact would be made within 24 hours. Email response came on 13th October requesting me to ring yet again, When I finally got through by telephone after yet again being kept waiting for near on 45 minutes an engineer was booked he came out on the 17th october and reset the meter leaving £10 credit on it a new card was issued to remedy my problems and he said the reading would sort my refund in gas to me, I have heard nothing from anyone since then. I sent a letter to Sam Laidlaw CEO British Gas letter was sent after reading advice on the internet he too as ignored my plight has letter was sent 12th October.

The amount of time I am kept waiting to speak to a representative is totally unacceptable and unbelievable, no matter wether you ring early late or whenever it is always around 45 minutes waiting time this is disgusting.

This evening I have purchased £5 of Gas and it has only given me £1.50 again so I am in the same position as I was before the meter was supposed to have been set I don`t know who to contact or approach next about my position, I cannot keep affording these amounts of Gas on benefits.

Yours sincerely
Gina

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12:58 pm EDT
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British Gas Services Worst company in the world

I am a young gurl that got in 2 deth with british gas wen i first recived my flat at 17.. since then they hav been makeing me pay 10 aweek extra 0n my electric and £5 per week on my gas. i am on benifite and i recive my benifit fourtnight i have been payining £50 ponds a fournight on just the deth alone not including my accual gas/ele its self with is 5ponds every 3 days not mentioning i only recive 80 pounds pwer fournight... i have call brith gas on a number of accations and they have said they will reduce it and they still havnt i also recived a letter from british gas saying they will reduce it and they still havnt...

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British Gas Services Unpaid bill

My mother-in-law passed away 23/10/2006, leaving no estate, we informed all who needed informing about her passing, sending copies of her death, this includes british gas.
Over the next few months we kept getting letters from them asking for payment of the bill.Each time we replied by letter or phone.Each time thinking we shall hear no more, as this is upseeting for my husaband.

Yes we hear no more for 12 mnths, then today we get a letter from a debt agency threatening to take my mother-in-law to court!
How dare they, do they not understand she is DEAD?
I am appalled at their behaviour, do they not communicate at british gas?

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British Gas Services Terrible service

Hot water supply stopped. As I am on Homecare with British Gas I contacted them to repair my hot water supply as there was an airlock. Three different technicians over three days came to my home to repair the problem and each and every one of them said they were unable to repair so I had no hot water. The last technician said that this was a plumber's job for which I am covered. As I recieved no satisfaction from British Gas I telephoned a private plumber for the repair. He immediately found the problem and repaired it. That very day a manager from British Gas came to my home to see if he could be of any assistance and found that we had solved our problem by a private plumber. He volunteered that British Gas would reimburse me when we recieved the plumber's bill and to let him know, and gave us his mobile number and name. About nine or ten calls to this number have failed to get any response. Repeated calls to British gas has produced no satisfaction. As I am covered for such eventualities I feel I have no obligation to pay for a private plumber to the sum of £237.00. I am a pensioner. The manager's name is Trevor Miller. His mobile number that I have repeatedly called is [protected]. I have written Homecare and to date have not recieved any satisfaction. I did though recieve a letter acknowledging that I had written and that my letter was turned over to the proper channel. To date I have not heard anything from British Gas Homecare.

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Anon 33
, GB
Feb 22, 2012 10:41 pm EST

Try [protected]

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Anon 33
, GB
Apr 24, 2011 2:54 pm EDT

I know Trevor Miller, or did, or thought I did. He is really not to be trusted so I can believe that you would call him and he wouldn't answer.

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Strawberrygashesgirl
Colchester, GB
Jan 05, 2010 10:29 am EST
Verified customer This comment was posted by a verified customer. Learn more

I agree, British Gas is awful. We are also covered by the Homecare package that they offer which covers our central heating and hot water, alledgedly.

Well, our boiler has given us hot and cold water every time we have tried to use the shower for 2 years now, and British Gas have attempted to fix it more than 25 times (lost count now) during those two years, often leaving us with not hot water and poor heating.

It is now the coldest winter we have seen for so many years, we have once again got no hot water, no heating, no nothing. British Gas won't send out an engineer until tomorrow as they are all busy waiting for "priority calls". We have called the Head Office of British Gas, and they have agreed FINALLY to replace our broken, unreliable, unfixable boiler - which the mechanics have said more or less every time that they have no idea HOW they could fix it, I mean they have replaced literally every single part of it - we've had 6 new plate heat exhangers fitted (3 of them within a week) and they still insit that is what is causing the problem!?!?! So anyway, they have now admitted that it cannot be fixed, but that it COULD have been fixed if we had done a power flush (we had one a couple of weeks ago at their expense, but it did no good), and they have NOW only just agreed to give us a new boiler! HOORAH!

But wait, there is more!

Having now agreed to give us a new boiler they are saying that we cannot have it untl the 12th January 2010, which is a week away from today. So we now have no hot water or heating for a week, we can't have showers, our new lodger will probably move out which means we'll have to sell the house, not to mention that I have a heart condition (been operated on twice now) and it is triggered by shocks (i.e. taking a shower in water that constantly flits between freezing cold and scolding hot). Well, the least they could do is bring us some heaters to heat a couple of rooms in the house? I mean it is the coldest winter we've had for years... but no of course not! They refused us point blank, knowing all of these issues which could arise from not having hot water and heating, they won't even supply us with heaters.

So that's it, thanks SO much British Gas, you've left us this winter without any heating, hot water, and ZERO understanding and compensation. I don't think we'll be thinking kindly while filling out your survey.

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Trundles
Winchester, GB
Oct 27, 2009 10:42 am EDT

You could use something like disputer.com which is is a free independent complaints assistance service that knows the complaints process for British Gas and if you are not satisfied will send you case to the Ombudsman to get compensation back as poor service should not be accepted. I had an issue with their HomeCare service as well which left us without heating or hot water for 11 days for a common fault they could not fix especially as my 3 kids were under 3 and it was the coldest time of the year, I was so frustrated but managed to get compensation in the end using disputer

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3:58 pm EDT
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British Gas Services Rip off

My father is frail and elderly (75) and suffers from a rnage of illnesses the worst of which is lymphomatic cancer of the neck. Given his state of health and age he is easily confised and found himself in a situation where BG allowed him to amass £400 of debt. When he tried to resolve the problem with them they then reviewed his case and decided that he would have to pay £300 on top of the accrued bill in administration fees.

I have tried without success to get them to explain how they came to first the bill and then the adminstration fee. In the summer they threatened to disconnect him unless he went on to a pay as you go key. This he did and now he is paying over £60 per week for his gas and electricy on his meagre pension.

BG are also refusing to respond to me depite the fact that I have sent a letter of authority from my father confirming that I can act on his behalf.

Winter is coming and my father is no longer in remission from his cancer he cannot afford to be without heat and light - for him it is a matter of life a death. He is also very stressed by the size of this bill which doesn't seem to go down and which BG are instend he pays or else they will not let him move to a cheaper provider.

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Trundles
Winchester, GB
Oct 27, 2009 11:11 am EDT

From a consumer rights perspective your father would be considered be a vulnerable consumer and that is really important as British Gas have to give special consideration and assistance. You should contact Consumer Focus the government watchdog to look after vulnerable consumers issues with energy companies or use disputer on a free online assisted complaints service.

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