Centrica Reviews 73

The Reviews say more than I could EVER, and they are ALL SPOT ON...WRONG BOILER,HOUSE DAMAGE,REFUSAL TO REPAIR!!!!

I’m sharing my experience in the hope it helps others understand the support available when dealing with issues involving British Gas, which is part of Centrica.

Many customers don’t realise that the Energy Ombudsman’s decision is final and cannot be appealed. Because of this, it’s essential to know that other organisations can support you before or instead of going down the Ombudsman route.

Support options that may help:

• Your MP
MPs can raise a formal complaint directly with British Gas through the parliamentary team, which often results in faster and more serious attention.

• Citizens Advice Extra Help Unit (EHU)
If you’re vulnerable or at risk, the EHU can take over your case and communicate with British Gas on your behalf. They have more authority than a standard complaint handler.

• Warm Wales (for residents in Wales)
They can support vulnerable households and intervene when suppliers are not acting responsibly.

These organisations have been far more supportive and responsive than the standard complaints process.

I’m sharing this to help others feel informed and empowered, especially if they are struggling or feel trapped in a system that doesn’t always protect them.

If i could give no stars i would. My 83 year old neighbour who i act on behalf of has been treated appallingly by this company. She is vulnerable and scared to use her utilities through their incompetence. Complaint went to highest office who assured that it would be resolved and it has not. 4 complaints and not one resolved. Customer service is shocking please do not use this useless company for utilities. I have now contacted my MP and the BBC they need to be held accountable

British Gas accounting software is not fit for purpose.

Problem with getting an MPAN number closed down has resulted in erroneous Legal Letter plus wildly inaccurate billing.

Nobody will respond to pleas for contact. I am an OAP & getting very stressed about this situation

British gas steal £210 credit off vunerable adults with mental health, Philip from executive team lies, steals and promises compensation never comes, disgusting company ofgem press and ombudsman to investigate, couple lect distress, 14 days of lies games disgusting people

This is a formal warning to all consumers and shareholders about Centrica's leadership failure and the active negligence of its subsidiary, British Gas.

We are a household with documented health vulnerabilities (Asthma, COPD, Atrial Flutter). Today marks Day 59 that Centrica's British Gas has left us without hot water for any of our showers.

The cause? A botched boiler installation in 2019 where British Gas failed to perform a basic system power flush, leading to a build-up of sludge that has now destroyed our shower systems.

On 23 October 2025, a technician sent by British Gas dismantled all three of our showers, confirmed the isolation valves were jammed with sludge from the 2019 install, and then abandoned the job, leaving our home with ZERO functioning showers.

Centrica's "fix" was to make our home uninhabitable, forcing us into a hotel.

Despite paying for British Gas HomeCare insurance, we’ve effectively been paying them to cause damage. They’ve ignored documented health vulnerabilities, failed to coordinate departments, and left our home uninhabitable — forcing us into hotel accommodation.

Meanwhile, British Gas earned £297 million in profit. CEO Chris O’Shea took home £4.3 million. Yet they’re still “considering costs” before fixing the damage they caused.

We’ve emailed their executives directly. All ignored. We’ve now escalated to the Energy Ombudsman, Ofgem, and legal counsel. Litigation is underway.

If you’ve suffered similar mistreatment, don’t stay silent. Take legal action.

This is gross negligence. The "Executive Complaints" team is unreachable and ignores formal notices. We have CC'd Centrica's senior leadership, including Group CEO Chris O'Shea and Chief Customer Officer Gary Booker, on our formal Notice of Legal Action (sent 29 October) which has been ignored.

Centrica's leadership is overseeing a company that shows a dangerous disregard for vulnerable customers and is incapable of managing its own contractors. We are now proceeding with legal action via the Financial Ombudsman and Small Claims Court. Centrica's corporate governance is failing its customers.

Having significant issues with this company after a British Gas engineer caused a major water leak in my house, causing significant water damage. Some of the work has been completed, not all. Also offered a very paltry compensation offer! The workmen they sent to complete to help work didn't turn up on some days and gave no notification, which resulted in me taking annual leave days for no reason. Now they've closed our case, stating all work has been completed. So now we have to take it to the Energy Ombudsman! Still awaiting carpets and removal of items. Considering they own very big companies, you'd think communication and customer service would be much better.

Paid a late bill in full on 31 January 2025, but British Gas is reporting 4 months in arrears on my credit file even though it was 1 missed payment. I’ve contacted them multiple times, involved the Ombudsman, and nothing has been fixed. Their customer service is ridiculous and the lack of action on correcting credit reporting is completely unacceptable.

Still waiting from ceo and leadership team to look into my complaint as charged again for whole year ,however actual meter reading were given same period 2 different bills sent when challenged no body is looking into it rather we are being threatened by bwlega to pay in less than 48 hours without looking into it.if more customer is having this issues than this needs independant investigation launched for pricing ways and how they deal with customer issues .

To the British Gas Customer Service Team,
(Or whatever black hole of empathy, professionalism and competence this might actually reach)

Subject: Congratulations on Setting a New Low in Customer Service

I am the wife of the gentleman who has been so politely, patiently and doggedly trying to deal with you for almost 2 years.

Let me begin by congratulating you. In an era when most large companies are merely cold, incompetent and faceless, British Gas has truly outdone itself. You have managed to elevate negligence, bureaucracy and emotional cruelty to an art form. Bravo.

For nearly two years, we have been trapped in what can only be described as an elaborate theatre of absurdity, brought to us by your endlessly incompetent team. Broken meters. Conflicting bills that read like works of fiction. A stream of red demands for payment addressed to dead people. Legal threats from bailiffs after debts were written off. Your performance would be almost impressive if it weren’t so deeply offensive, distressing, and absolutely unjust.

The concept of bereavement support seems to have completely eluded you. Rather than offering any semblance of compassion or basic human decency, your strategy appears to be simple: grind people down with fatigue. Confuse them. Delay them. Wear them out until they give up. It’s a heartless, cynical approach — and one you’ve executed with consistent, mechanical cruelty. It highlights your obvious strategy of money grabbing greed and theft from the most vulnerable customers.

Every attempt to deal with your customer service team has felt like screaming into the void. On the rare occasion a response does arrive, it is either contradictory, incorrect, or so tone-deaf it might as well have been written by a bot trained by a child in nursery.

Even when the Ombudsman sided with us (a rare sliver of validation in this farce), your response was characteristically British Gas: slow, uncooperative and ultimately pointless. Recommendations were ignored, deadlines missed, and the same dead-end loop of letters and red bills kept spinning — as if the death of a customer were just an inconvenient technicality in your billing system.

The absolute crowning glory? Receiving bailiff threats for a deceased person after the debt was written off. It's one thing to be inefficient — quite another to be cruel. But you’ve demonstrated time and again that you’re capable of both in equal measure.

To summarise: British Gas is not merely incompetent. You are shameless, insensitive, unreachable and utterly unfit to manage something as essential as energy provision. You do not understand compassion. You do not understand accountability. And you certainly do not understand the human cost of your failures.

Your customer service is an insult to the word “service.” Your internal coordination is non-existent. Your billing system is a joke. And your values — assuming you still pretend to have any — are in tatters.

I’m signing this not as a customer — I refuse to be called that - and thank the Lord I am no longer one - but as a decent human being, something clearly in short supply at British Gas.

Sincerely (but without the slightest respect),
N K

Despite leaving BG over a year ago, raising a complaint with the energy ombudsman to which they found my account had been mismanaged and I had indeed encountered poor customer service, the saga continues. All I requested several months ago was an explain why I had a missed payment mark on my credit report when I can prove had made a payment. Simple one would think?? Well not for British Gas it seems. Countless contact (again) to agents who do not grasp the concept of an explanation, another complaint raised. Usual saga of no one taking ownership, going round in circles until BG close the complaint , by the way they actually called me to ask what the complaint was at one point, and not getting explanation what so ever. Absolutely absurd and mind boggling. Thank god for the open market! I'm with OVO now for a few years who are transparent, have warm friendly advisors who will own any query's you have and make a point of getting back to you with an answer. Got a lot to learn British Gas! If British Gas would like to contact me I would welcome the dialogue

If only we could rate them 0 stars. They are a very poorly managed company with no care to their clients.

Switched supplier and 10 months later still no electric credit refunded.BG emailed me a whole 8 months after leaving them to inform me i`m in credit. I requested by letter for it be paid into my account and received an email stating I had to call them which i did. Customer services advised they could not refund me because of an "IT" issue and this could take up to 7 days to resolve and then be processed which would be up to another 14 days. I explained I was not happy to wait as they had had my money for the last 8 months sitting in their account and raised a complaint.

2 days passed and I received an email from the complaints dept stating... My case was pending! that was it. lol. Then another 2 emails stating they were sorry to hear I had made acompliant and would resolve asap BLA BLA BLA. When I replied asking when i`d be refunded, I got an automated response saying this email was not monitored WF..
I then sent a signed for letter requesting credit refund and another email response saying we are working on it ! Weeks went by and still nothing so called again and explained the situation once again to a young lady who said no problem, we`ll process that now and it`ll be in your account within 7 to 14 days. She seemed more interested in me leaving her postive feedback on a survey but what`s new there.

14 days has come and gone and guess what.. yep still no refund.
Sent another letter asking them to resolve this issue pronto or I will be taking legal advice and received an email today stating " they investigated and noticed a refund was sent to me on the 4th November 2024".
Yes i did receive that refund - for my GAS account !

They have since sent an email stating I now owe them over £400 for gas even though I left them 9 months ago AND THEY CREDITED ME FOR IT !

Funny how my gas credit was refunded without any problem but my electric credit which is 4 times as much is still in BG`S bank account !

I`m now so now seeking legal advice.
They could`nt organise a drink up in the Queen Vic
You couldn`t make it up if you tried

It's so interesting that Centrica owns British Gas, and that it has an appalling rating on Trustpilot.
Please do not believe the 4 star rating of British Gas on Trustpilot. The lousy customer service is one star, like their parent company Centrica!

I have been waiting for a final bill and credit since leaving this shambolic company in March 2025.
The bill dates back to November 2023 thats when I told them I had a electric meter with a twisted reading, abortive visits to change due to no resource available then they fitted a meter which was faulty.
All you get from BG is broken promises, a company I would never trust again. The billing gurus who apparently are dealing you can never speak too " surprise surprise" all they have is case handlers who fill you with lies and false hope.
Currently over 3k in credit when will I ever see a bill and a credit I'm entitled too?
Last email from a BG team leader stated my previous complaint was escalated to high level how can it take over 18 months to issue a bill? 😡
Surely to validate readings on an account doesn't take 18 months to resolve?😡
Given up on the Energy Ombudsman who I thought were there to help with customer issues.
If I had the option of no stars thats what I would give this pathetic company 😡

they also post ghost jobs and not serious in their hiring process. Loss of time

EV tariff - think again, use Octopus 🐙

Instructed by British Gas to submit report from EV smart charger, this was done on 21 December 2024, (almost 6 months ago) just been informed they don’t want to use the data as that would mean having to issue a full refund. 💵
They also want to keep the money they overcharged me for the rest of my “off peak” electricity for the past 320 days as well - how greedy. 🤠
No wonder they get such large pay rises and bonuses!! 💰
#greedy #thiefs

This company has no concept whatsoever of Customer Service.

Having billed my daughter in law over £3000 for a non-existent gas supply, we have now been trying to resolve the issue since October 2023.

Every time I contact them, I get told that they are "working on it". My grandma could work faster and she's been dead for 40 years!

Absolutely joke. Even the Ombudsman can't get an answer from them.

Centrica who own Hive have unilaterally decided to stop supporting security products from August 2025. This will mean thousands of perfectly good electronic devices will be scrapped. Is this the responsible behaviour of a so called eco company?

Why not sell or gift this part of your business so that everyone’s cameras etc can be used? A third party could create an app to run these cameras for a small fee and mitigate the scrapping of thousands of perfectly good devices.

Irresponsible business. Should be ashamed!

If i could give no stars I would have!!!
Shocking company, you cannot speak with anyone, there is no email address. There is only a web chat that takes hours to speak with them and then they cant help you out. I have gone through complaints but nothing they have a 5 day policy to call you back and nothing!!!!