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    • Former MSE Samantha
    • By Former MSE Samantha 28th Jan 13, 3:32 PM
    • 23Posts
    • 6Thanks
    Former MSE Samantha
    British Gas Reviews: Give your feedback
    • #1
    • 28th Jan 13, 3:32 PM
    British Gas Reviews: Give your feedback 28th Jan 13 at 3:32 PM
    This is a feedback thread on energy supplier

    British Gas

    Please share your experience with other MoneySavers. Click reply to take part
    • Did you switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you havenít already, join the forum to reply.
    Last edited by Former MSE Andrea; 07-09-2017 at 3:58 PM.
Page 1
  • anfa34
    • #2
    • 4th Feb 13, 4:44 PM
    • #2
    • 4th Feb 13, 4:44 PM
    It doesn't say anything about standing charges, is that included in the savings or not?
  • Wywth
    • #3
    • 4th Feb 13, 5:06 PM
    • #3
    • 4th Feb 13, 5:06 PM
    I've never switched to BG (they were already the supplier) but did switch from them. No significant issues, but they do press for prompt payment of any outstanding amount on the final bill.
    I mean really impatient. I'd hardly got the bill, when the threatening letters started (less than 7 days between receipt) - I think I remember I got another one too even after I paid

    One issue I do remember is they wanted to keep reading and changing my meter ... or at least their nominated representative did (Siemens I think)
    Siemens never responded to my letters, they just kept sending more and more threatening letters.
    I asked BG to help, and whilst they always did for arranging a meter reading, I remember with regards the 2nd change of meter they said it really was not required and they would tell Siemens that.
    Then I got another threatening letter from Siemens. I sent it to BG who said that they were wrong and Siemens were in fact right all along and the change of meter was needed again.
    I think BG did send me £50 or so by way of compensation.

    No problems to contact by phone, but they will keep you hanging on (for which you are usually charged). Not much use when you do get through to their call centre.
    In the end, I always wrote to them at their executive office - I seemed to get a better response that way (except for the meter fiasco I already mentioned).
  • Wywth
    • #4
    • 4th Feb 13, 5:10 PM
    • #4
    • 4th Feb 13, 5:10 PM
    It doesn't say anything about standing charges, is that included in the savings or not?
    Originally posted by anfa34
    Incorrect thread?
    Otherwise I'm not sure what you mean as this thread is to give feedback on the supplier British Gas

    If you mean does the comparison site include the effect of standing charges - yes they all do as well as all the other costs and discounts that make up any suppliers tariffs.
    • alanq
    • By alanq 4th Feb 13, 6:16 PM
    • 4,154 Posts
    • 2,733 Thanks
    • #5
    • 4th Feb 13, 6:16 PM
    • #5
    • 4th Feb 13, 6:16 PM
    I switched my electricity from EDF to BG Online Saver 5 a couple of years ago and switched the BG gas tariff at the same time. Whether EDF's or BG's fault I don't know but I supplied two readings (normal and off-peak) from my Economy 7 electricity meter and somehow the same reading was entered for both values. I was quite impressed how BG handled the matter. When I logged a complaint the one chap took ownership of the issue and rang me back when he said he would until the matter was resolved. Much better than having to start from scratch with chasing up by speaking to different agents each time of calling.

    I liked the BG tariffs because with EnergySmart I could submit actual readings each month and pay for the fuel that I had actually used rather than some sort of average estimate at the whim of the supplier. I have also been very happy with the online account management.

    HOWEVER, Online Saver 5 ends at the end of April and all the current tariffs require standing charges to be paid. I am a very low gas user paying around £30 per year so I am not going to stay around to pay around £90 per year in addition for standing charges. I've initiated a move to Ebico for both gas and electricity as, for my usage, its price for gas will be much lower and that for electricity much the same a BG's comparable Clear & Simple tariff.
    • viz48
    • By viz48 10th Feb 13, 3:19 PM
    • 1 Posts
    • 0 Thanks
    • #6
    • 10th Feb 13, 3:19 PM
    • #6
    • 10th Feb 13, 3:19 PM
    If I switch to British Gas from Scottish Hydro for my electricity will they have to install a new meter?
    • alanq
    • By alanq 20th Mar 13, 3:05 PM
    • 4,154 Posts
    • 2,733 Thanks
    • #7
    • 20th Mar 13, 3:05 PM
    • #7
    • 20th Mar 13, 3:05 PM
    I handled for my mother the transfer of electricity supply from EDF to British Gas.

    I asked to transfer into Online Variable but was told that the transfer must take place into Clear & Simple and then I could transfer to Online Variable once that had been completed. I asked what I assurance I had that the tariff I wanted would be available at that time. I was assured that it would be.

    At the same time I asked for the bank account for direct debit payments for gas supply be changed and was assured that would be done in time for the next bill.

    After transfer date there was a problem accessing the electricity account to make the move to Online Variable,.The agent that I spoke to on this occasion told me that the transfer should have been made directly into Online Variable and the version on offer now only gave 4% discount to C&S instead of 6% at the time I made the original request. He manually rectified the account to put us on the tariff we should have been put on in the first place.

    Additionally he had to action the change of bank details that the first agent had failed to make. He did not have kind things to say about her!

    0/10 for the first agent 10/10 for the second.
  • SarahD224
    • #8
    • 6th Jan 14, 12:48 PM
    Last bill issues
    • #8
    • 6th Jan 14, 12:48 PM
    On the advice of the Cheap Energy Club, I duly changed both my electricity and gas accounts from British Gas to Npower. However, despite a supposedly smooth changeover, the two utility companies could not make a seamless changeover. But, my real concern now is that having cancelled my direct debit at the correct time, as advised by Npower, I have now been presented with a ridiculously high final bill from British Gas. Of course, it's extremely difficult to speak to them and as a result I risk affecting my credit score as the bill has now reached the 'red' stage. I therefore believe that whilst it's great to save money switching between tariffs, accounts with supplier/customer agreed direct debits (i.e: estimated use and payment throughout the year) can be subject to falling foul of moving suppliers and closing accounts within a year of opening. Depending on the cost saving, changing is not always worth the hassle. I fear the 'losing out' supplier has the customer at their mercy!
    • Bluebirdman of Alcathays
    • By Bluebirdman of Alcathays 6th Jan 14, 1:07 PM
    • 2,748 Posts
    • 3,171 Thanks
    Bluebirdman of Alcathays
    • #9
    • 6th Jan 14, 1:07 PM
    • #9
    • 6th Jan 14, 1:07 PM
    On the advice of the Cheap Energy Club, I duly changed both my electricity and gas accounts from British Gas to Npower. However, despite a supposedly smooth changeover, the two utility companies could not make a seamless changeover. But, my real concern now is that having cancelled my direct debit at the correct time, as advised by Npower, I have now been presented with a ridiculously high final bill from British Gas. Of course, it's extremely difficult to speak to them and as a result I risk affecting my credit score as the bill has now reached the 'red' stage. I therefore believe that whilst it's great to save money switching between tariffs, accounts with supplier/customer agreed direct debits (i.e: estimated use and payment throughout the year) can be subject to falling foul of moving suppliers and closing accounts within a year of opening. Depending on the cost saving, changing is not always worth the hassle. I fear the 'losing out' supplier has the customer at their mercy!
    Originally posted by SarahD224

    A ridiculously large final bill? This means the final meter reading (which you supplied npower) was high.

    Either you've used the energy, and have to pay for it, or the meter reading is wrong. Can't see what BG have done in this instance.
    • rgtr
    • By rgtr 6th Jan 14, 2:16 PM
    • 19 Posts
    • 1 Thanks
    British Gas are simply a disgrace and tried to extract over £100 more than they are due.

    Made a complaint - nice lady said they would send a decent dual fuel bill from date of last quarters bill to change date.

    did they do this NO

    then they rang and chased - "my computer says" the idiot says. i said lets let the small claims court decide. phone went down.

    what a way to treat exisiting customers - my advice go to OVO Energy
  • Jonez
    Not the smartest company - contacted me yesterday about my outstanding bill (slightly overdue, but not particularly so) via a very aggressive automated call system. I paid immediately - so I suppose they'd argue that it had the desired effect. However, as a result, I will switch supplier later today, so maybe it's had a greater effect than they had envisaged. I've complained - asking why a reminder email was not considered appropriate - don't want them to reply, couldn't give a toss about their reason - it's a crude, stupid way to treat their customers.
    • Fluzz
    • By Fluzz 4th Oct 14, 5:44 PM
    • 255 Posts
    • 631 Thanks
    My opinion is to steer well clear! Long story follows condensed down a bit!

    I switched to them for electricity and gas (supposedly) from EDF in April 2014. Electricity switch was slow but happened OK. Gas happened in July, after the Cheap Energy Club had denied me £15 of cashback as the switch had been too slow. It turned out that as well as taking over three months to switch my gas, they took on the wrong gas meter (for a house over 300 miles from mine!) I was therefore paying both BG and EDF for gas. I tried to get in touch six times with no resolution, and was promised call backs during this time that I never received. I was completely ignored, other than getting a confusing letter saying they hoped my house move had gone OK!

    I sent a timeline of facts to the Customer Complaints team on the 12th September as this had still not been resolved. I received a prompt response from a very nice member of the team who took ownership of the complaint. Co-incidentally at this time I also received a letter stating that as the complaint that had been raised by an online team member one of the first times I got in touch had been ignored for 8 weeks (it had been a lot longer than that!) I was now able to go to the Ombudsman :/

    The wrong gas meter was removed from my account but my online account still has references to my "Gas Account" in the "Electricity Account" section and I have about six sets of random figures being levied as "electricity charges" and then removed, even though I have only submitted meter reading every 3 months as requested. In removing the gas account they have also somehow charged me 51 pence for non-existant gas

    My complaints contact advised that I would get a call from the sales team to get my gas ported over (I had agreed to this to make it easier to switch both supplies away from them ASAP!) I got this today and currently the cheapest tariff they have for me would have me paying £38/year more than my current EDF tariff. When I explained the situation and that had they done everything like they were supposed to I should have been on a cheaper tariff she consulted her manager and said I had to pick from the more expensive tariffs and then open yet another complaint to "try" and get the difference back but she warned there was no guarantee they'd agree to do that!

    As a result I have not ported my gas over and I have got in touch again asking them to waive the exit fee to get my electricity away from them as soon as possible. Cheap Energy Club are advising I can currently save £110/year by having both gas & elec from another supplier so hoping to do that. I should say that I have received £100 compensation and the complaints team have been very good but overall the experience has been so so terrible that I refuse to give them any more of my hard earned cash, don't care if you do get Nectar points with them!!!

    • SWone
    • By SWone 17th Jul 15, 1:12 PM
    • 4 Posts
    • 1 Thanks
    Sainsburys energy is overcharging - they get their energy from British Gas, so I am sure ALL British Gas customers are being overcharged too, using the same Bill Calculation methods.
    Sainsburys quotes and Contracts at 2 decimal places - for example, Gas is 3.28 pence per kWh. But they BILL at 3.2865.
    Electricity is 9.29 per kWh, but they BILL at 9.2925
    Standing charge EACH Fuel is 26.00 pence per day.
    But they bill BOTH at 26.0085 pence per day.

    So they overcharge a few pounds EVERY BILL, adding MORE to each product by charging to FOUR decimal places.

    So overcharge for several million customers is a LOT of rip offs

    Their Bills are presented in a way that makes it difficult to see the figures used per unit - I am sure taht is deliberate too
    • Woofwoof
    • By Woofwoof 12th Sep 15, 11:10 AM
    • 17 Posts
    • 4 Thanks
    A disaster to switch from
    More than 3 months after switching:

    British Gas still owe me money, and have only just promised to repay it after my 4th time of contacting them

    British Gas overestimated by meter reading by over 4x what it actually was (and I had a smart meter, so why didn't they know exactly what I had used?)

    British Gas continued taking money by direct debit, even though I was well in credit with them

    British Gas had not registered a change of meter on the National Database, hindering the transfer and final billing by them (and I had to give them all the details of the meter change, they seemed to not have them?!)

    British Gas have not contacted me to discuss my complaint, even though I requested it be escalated, and the telephone operator promised I would be contacted by a manager yesterday afternoon.
    • Sarahspangles
    • By Sarahspangles 29th Dec 15, 3:14 PM
    • 91 Posts
    • 120 Thanks
    I requested a switch on 4th November (TO British Gas FROM Sainsburys Energy) and soon had an email to say that both the supplies would transfer on 18th November.

    But only the electricity supply has switched - Sainsburys website show the electricity account as closed but the gas as open, and BG vice versa. I'm still paying Sainsburys for the gas as well. The Sainsburys account has a healthy credit balance, so it's not that.

    I've just called to query this and it has been escalated to a "Customer Advocate" who will call me back within two working days.

    Really hoping this means I'm not going to lose the cashback, plus the dual fuel discounts.
    • Disgusted Tunbridge Wells
    • By Disgusted Tunbridge Wells 30th Dec 15, 12:58 PM
    • 14 Posts
    • 6 Thanks
    Disgusted Tunbridge Wells
    British Gas were the supplier when we bought the house. Didn't pick up the phone and took days to respond to emails. Billing was correct though.

    Switched to Ecotricity now who answer the phone and emails promptly and have an iPhone app to let them know meter readings. Also got a surprise £50 John Lewis voucher for switching!
    • Sarahspangles
    • By Sarahspangles 8th Jan 16, 7:39 PM
    • 91 Posts
    • 120 Thanks
    Update on mine - all sorted by the Complaints Team, they negotiated with Sainsburys Energy (they are partners though) to fast-track the transfer and honoured the tariff even though it had expired.

    Okay, it would have been nice if they had got it right in the first place but at least they resolved it to my satisfaction.
    • rusty_f
    • By rusty_f 8th Jan 16, 8:15 PM
    • 108 Posts
    • 50 Thanks
    I moved into a new build who the developers set up with British Gas. I called them up expecting a smooth move considering they didn't have to do any of the usual switching activities - oh how wrong I was. Electricity took around 10 days to go active, but gas took over a month and only ended up being resolved once I spent over an hour on the phone and the person on the other end did a load of manual stuff to make my gas account go active ’within 5 working days'.

    I have a now had to send them a message because I have smart meters and, while my electricity meter readings are showing as daily updates on my account, my gas is only showing my opening reading at beginning of December and requesting I submit a manual reading to ensure my bills are accurate. Something obviously still isn't right....

    I am also trying to switch from them as they are ludicrously expensive, but have had two switches fail because the meter reference numbers apparently aren't registered so the new provider can't verify anything. Another message sent and waiting a response.
    • madmumof5
    • By madmumof5 25th Jan 16, 11:15 AM
    • 12 Posts
    • 3 Thanks
    Advice please
    At the beginning of October 2015 our boiler started playing up working intermittently sometimes leaving us for days without heating and water. I contacted British Gas regarding the boiler scheme and was told as I had children with special needs not only did we qualify but we also were a priority. So far so good.

    An appointment was booked for the 27/10/15 for someone called Mohammed to come and check the boiler qualified take pictures and check paperwork I had requested a morning appointment as I had an appointment in the morning regarding one of my children. Mohammed rang the night before to confirm the appointment and informed me he would be round in the afternoon when I told him about my request he told me two other appointments had been requested for AM and there was nothing in the notes about my request, he said he would ring me to re book. I heard nothing I tried ringing him on the number he rang me on but it always went to answerphone I left messages but never any reply when I eventually got an answer he said I needed to phone the office to re book?? I did this and was given the new date of 24/11/15 a month later I was told there not in my area very often.
    He did turn up and all was sorted and he said yes I did definitely qualify he would pass it back to the office and they would book the surveyor to check what work needed doing and the fitting of the new boiler.

    After chasing them up yet again after hearing nothing I was given a date for the Surveyor called Eddy to come on the 23rd December 2015, I waited in all day at 5pm I phoned the office and was assured he worked till 7 pm and would definitely be coming, he did not turn up and your offices were closed by then.

    The following day I rang and was told there was nothing on the system as to why he hadnít turned up they would contact him and get back to me. Nothing for next few days so rang again same story and again nothing on third time of calling I spoke to someone called Callum he said he would sort it and it was not good enough that i had not heard, he would call Eddy himself and find out why he hadnít come and get back to me but in the meantime he would re book an appointment then he advised me that they donít come to my area often so the first appointment would be 22/1/16 a month later since the last one, but I would not have to wait that long as he would tell Eddy he needed to come sooner.

    Guess what heard nothing I then phoned numerous times over the next week each time Callum was at lunch out of the office had a day off......
    So today 22/1/16 i waited in all day for him to come 3pm still nothing so I call ask for Callum he is on another call but passes the message on that Eddy is not coming it has been passed to a Manager called Tom because of Eddyís non attendance and no excuse last time and he is coming himself Callum is going to ring him to make sure and ring me back.
    At 5.50 i phone the office as have received no call I ask for Callum to be told he left at 5pm today. I explain the whole sorry story to be told there is nothing on the system to say Tom isnít coming so he will definitely be there I explain I was told this about Eddy but get the reply of but this is Tom he is a manager he will definitely be there. I asked for Tomís number or for him to be called and was told they didnít have it but they could email him I advised them if I had not heard from anyone by 7pm I would be contacting the papers that this is not good enough they are a big company with a reputation and they have let me and my family suffer for over three months with and intermittent boiler that stops for days on end and also a family with children with special needs the answer I got ďwell thatís your choiceĒ it is now 7.10 no call no one turned up ????????
    • Lewie
    • By Lewie 8th Feb 16, 10:19 AM
    • 273 Posts
    • 64 Thanks
    Can someone who is already with BG tell me how their online payment system works.
    Is it the same as Sainsbury's Energy as they use BG?
    Example, when I was with Scottish Power I found their online system excellent.
    I put in my meter readings, it told me how much I'd used and instantly told me my balance be it debit or credit.
    I did the collective switch last year to Sainsbury's Energy and after initial hassle with my first meter readings all was fine.
    Some months later I noticed that I was in 'credit' by a hundred or so pounds, then two or three hundred pounds until I was over six hundred pounds in 'credit'.
    I knew there was no way this could be so I rang and asked them what was going on.
    They told me they had changed from monthly updates to six monthly updates.
    I told them this was unacceptable as there was no pint me paying monthly only for them to keep my money for six months.
    Sounds like a wheeze to earn interest?
    It could also confuse many people as it looks like you've been paying way too much.
    Anyhow, I am now looking at the next collective switch but I wont be doing it if they have the same system as Sainsbury's energy.
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