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British Gas Reviews 2021: Satisfied customers?

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British Gas reviews reveal a lot about customer satisfaction across the board. Customer service standards are just one aspect of the British Gas experience. Prices, billing, account management and how they handle complaints all add up to make or break the customer experience. Find out what British Gas customers really think about this enduring energy giant.


British Gas Reviews: An Overview

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On consumer review website Trustpilot, British Gas has an overall score of 3.2 out of five. Out of the more than 60,000 reviews, 28% are one-star ratings, the lowest rating possible on the site. It might seem quite negative, but British Gas is actually hitting above its weight when compared to other UK energy giants, such as E.ON and SSE.

Negative reviews often visit the same topics of poor customer service, long call waiting times and issues submitting meter readings. Some customers also reported problems with the installation and functions of British Gas smart meters.

While Trustpilot is known as a forum for voicing complaints, in the Which? energy survey, British Gas received an overall score of 62% and ranked joint 18th out of 25 energy companies, based on ratings from over 7,000 individuals.

British Gas Customer Service

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Customer service is an area where British Gas has proven to be consistently strong. However, while many customers speak highly of the customer service agents on the British Gas phone lines, others have not had the customer service experience that they would have liked.

“I've been a customer for 30 years. I overpaid my gas bill by £900+. I've been trying to get my money back for over a month now. What a joke after 3 hours on the phone over 4 phone calls still no joy. No one knows what they're doing and have no idea how to treat a customer.”

Time spent waiting to get through to a British Gas call centre is a source of frustration for many customers. It’s not all bad news though. Some reviews show that British Gas customer service staff give impeccable service on the phone:

¨Keisha in customer services made a problem with my meter so easy to correct. I was pleasantly surprised and impressed with the efficient, polite, helpful, understanding and reassuring way she approached and solved my issue.¨ J, with British Gas ¨Great service! Friendly, helpful and happy customer service experience.¨ Vi, with British Gas

Tariffs and Prices

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In Which's? latest customer survey (which was carried out in September 2020), British Gas received just two out of five stars for value for money. Five other suppliers also received this score, and three more received just one star.

The British Gas standard tariff would cost the average household in London with average energy consumption of about £1,145.49 per year. The energy price cap is currently set at £1,138, which means this British Gas tariff is more expensive than the limit!

When it comes to British Gas HomeCare cover, some customers were dissatisfied with what they pay for boiler services and central heating repairs. Reviews repeatedly come back to the same frustration: renewal quotes are expensive compared to prices for new customers taking out exactly the same product.

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Bills and Account Management

British Gas does fairly well in customer reviews with regard to how easy or difficult customers find it to understand their energy bills. Which?'s survey gave British Gas a score of three out of five stars for bill clarity. For bill accuracy, the supplier achieved four out of five stars!

Complaint Handling

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In the Which? annual survey, British Gas achieved a score of three out of five for complaint handling. We had a look at British Gas' complaints data and found that in the last quarter of 2020, British Gas managed to resolve around half of its complaints within one working day. British Gas managed to resolve 92% of customer complaints within eight weeks.

The most common complaints about British Gas concern making bill payments and being on the right tariff. There was some unhappiness amongst long-standing, loyal British Gas customers about paying expensive tariffs while new customers are offered far cheaper deals.

“Would have been good if they contacted us every so often just to ensure we were on the right tariff. However i logged a complaint and this was quickly resolved and they apologised.” James, with British Gas

Some British Gas customers also complain about customer service, on the phone as well as on the live webchat service. Nevertheless, representatives of British Gas are quick to respond to many of these negative reviews to try to resolve customers’ issues.

British Gas Reviews: The Verdict

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As the largest energy supplier in the country, British Gas doesn't fare too badly when it comes to customer service and general satisfaction as a whole. British Gas prices are certainly more expensive than with some other providers, but their experience in the industry means they are still a safe bet in what can sometimes be a volatile energy market.

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