Trustpilot
4.4
/ 5
338,504 reviews
Customer reviews
British Gas reviews
Independent British Gas reviews drawn from Trustpilot, the Citizens Advice supplier-performance table and Selectra's editorial review — every signal you need to judge whether British Gas is right for your home.
2.8
Average across platforms
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Independent ratings
How British Gas scores across review platforms
Each platform measures a slightly different thing. Trustpilot reflects customer service. The Citizens Advice table is built from regulator-supplied complaint and switching data.
Selectra
1.0
/ 5
1 reviews
Citizens Advice
3.0
/ 5
Ranked #14 of UK suppliers
Pros & cons
What we hear from British Gas customers
Strengths
- Largest supplier in the UK with 24/7 HomeCare boiler cover available alongside the energy account.
- British Gas app and My Account are mature, with full bill PDFs, meter-reading submission, direct-debit management and live chat in one place.
- Strong support for vulnerable customers, including Priority Services Register, Welsh-language phone line, Relay UK textphone access, and a free bereavement team.
- Funds the independent British Gas Energy Trust, which gives grants to households in fuel debt (including non-customers).
- 76% renewable electricity in the declared fuel mix (vs. UK average of 38%), with paid 100%-renewable tariff add-ons available.
Weaknesses
- Tariffs are rarely the cheapest on the market. The headline unit rate often sits above smaller "challenger" suppliers.
- Customer-service phone lines are Monday-Friday 9-5 only (no weekend or bank-holiday cover for non-emergency queries).
- Citizens Advice complaint-handling rank has hovered around the middle of the table for the last several quarters.
- HomeCare upsells inside the energy My Account can feel pushy; auto-renewal pricing has been reported as a sore spot.
Selectra verdict
Our independent take on British Gas
British Gas is the safest default choice for households that prioritise operational stability over the cheapest possible unit rate. The combination of mature digital tools, accessible phone support and integrated HomeCare boiler cover means you rarely need to switch supplier just to fix a problem.
For pure-price hunters, smaller suppliers will typically beat the British Gas standard tariff by £100 to £250 a year for a typical household. But if you value the breadth of support (Welsh-language service, Relay UK, bereavement team, the Energy Trust hardship fund), the trade-off is reasonable. Run a Selectra comparison against your real annual kWh before deciding.
Selectra Reviews
4.4/5
338,505 reviews
Live customer reviews for British Gas
The 1 most recent published reviews are pulled live from the Selectra Reviews independent feedback platform. Ratings update hourly and are aggregated across 2 review platforms — Trustpilot, Google and Selectra's own panel.
Source: reviews.selectra.com · refreshed every hour
The worst energy company in the UK that I have ever encountered. I am 71 years o...
The worst energy company in the UK that I have ever encountered. I am 71 years of age. With an appalling call centre in South Africa, if that is you can ever get through to them. They are, in my opinion, a greedy disgrace.
— Robert Bills
Selectra Reviews
Showing 1 of 338,505 published reviews on Selectra Reviews.
Selectra editorial takeaway
Reading the reviews together
Reading the six reviews together, the pattern is clear: British Gas is operationally reliable on the things that matter most (emergencies, supply transfers, vulnerable-customer support), but uneven on the everyday admin (direct-debit recalculations, smart-meter sync, app stability). The 1-star reviews are almost always about billing or DD surprises, not about being stranded without supply. That is a structurally better failure mode than the cash-flow collapses we have seen with smaller suppliers.
If you cross-reference the Citizens Advice ranking (currently mid-table) with Trustpilot (4.5/5), the honest read is: British Gas is a solid B+ supplier with first-class emergency response and a serviceable everyday experience. It is not the cheapest, and it is not the slickest digital experience, but the floor of service quality is high.
Selectra explains
British Gas's online presence: expert analysis
Author: Selectra UK energy team · Updated April 2026
British Gas is the most-reviewed UK energy brand online. Its Trustpilot score (4.5/5 across roughly 230,000 ratings) sits well above the Big-Six average. We treat that headline figure with care: large incumbents that actively prompt customers for reviews tend to score 1 to 1.5 stars higher on Trustpilot than the same supplier scores on the regulator's complaint table. Below is how the different signals stack up.
Channel
Trustpilot
4.5/5
230,000+
Strong score, helped by a mature review-solicitation flow inside the My Account journey. 1-star reviews cluster around billing surprises and direct-debit recalculations, not safety or supply.
Channel
Citizens Advice (Ofgem complaint data)
3.0/5
Quarterly regulator data
Mid-table. British Gas has steadily improved from its 2018 to 2020 low (when it ranked near the bottom) but still sits below Octopus, EDF and E.ON Next on a per-customer complaint basis.
Channel
Google Maps (regional service centres)
4.0/5
Several thousand reviews per branch
Engineer visits are praised; account queries that get passed between teams are the source of most criticism. Pattern matches the Trustpilot 1-star clusters.
Channel
App Store / Play Store
3.8/5
80,000+ ratings
The mobile app does the basics (bills, meter reads, DD changes) but trails Octopus and E.ON Next on stability and refresh rate. Recurring complaints about random log-outs.
Channel
X (Twitter) and Reddit threads
Active customer-service team on @BritishGasHelp. Reddit /r/UKPersonalFinance threads typically rank British Gas as a "fine, expensive, safe" default. Few stories of supplier dysfunction, many stories of "I should have switched for a cheaper deal".
Selectra expert verdict
Reading every channel together
The honest bottom line: British Gas is the closest thing the UK has to a "boring, reliable" energy supplier. It is rarely the best, almost never the worst, and the things that go wrong are billing-admin issues rather than supply collapses. If reliability is your top criterion and you are willing to pay £100 to £250 more per year than the cheapest challenger, it is a defensible choice. If saving money is the priority, use the Selectra comparator to find a smaller supplier on a fixed deal.
Reviews don't pay the bill — the tariff does.
A great supplier still costs you money if you're on a bad tariff. Compare British Gas against every other UK supplier on the price for your actual usage.
Common questions
British Gas reviews — frequently asked questions
British Gas is regulated by Ofgem and bound by the Standards of Conduct that protect domestic customers. Reliability is best judged against your own usage profile: read recent reviews, check the Citizens Advice star rating for British Gas, and confirm the supplier's customer-service hours match when you actually need to call.
Trustpilot, Google Maps and app-store reviews reflect real experiences but are often skewed toward dissatisfied customers (people only post when something goes wrong). The most balanced single rating is Citizens Advice's quarterly supplier performance table, which scores all UK domestic suppliers on complaint handling, transfers, debt and communication — and is built from regulator-supplied data, not self-reported.
Confirm the unit rate (p/kWh) for both gas and electricity, the daily standing charge, the contract length, any exit fee (typical range: £25-£75 per fuel), and whether the deal requires a smart meter. Always cross-check the headline price against several other suppliers based on your actual postcode and annual kWh consumption from a recent bill.
If you're a current or former British Gas customer, share your experience on Trustpilot UK (search the supplier name), Google Maps (write a review on the British Gas business profile), or the Apple App Store and Google Play if you've used the mobile app. Selectra also collects independent reviews to help future customers compare suppliers objectively.