Poor and incompetent

The carbon monixide alarm went off on a Wednesday , the initial fas board person has to come and shut the gas. British Gas had to be called about 10 times to follow up for the actual repairs . Now thet say the earliest they can do is Monday! And this... Read more

The carbon monixide alarm went off on a Wednesday , the initial fas board person has to come and shut the gas. British Gas had to be called about 10 times to follow up for the actual repairs . Now thet say the earliest they can do is Monday! And this is supposed to be "Emergency Service'. Be withooit heating for 6 days in freezing December! Never again with British Gas.

Reviewed on 4th December 2020

PM

Retrospective tariff increase after leaving and ruined mortgage applications

We joined BG in May ‘19 and the first seven months seemed fine. Around Xmas they began doubling the monthly DD without writing, or writing and confirming a lower amount. I reclaimed and paid manually to protect my mortgage payments. Battled on to c... Read more

We joined BG in May ‘19 and the first seven months seemed fine. Around Xmas they began doubling the monthly DD without writing, or writing and confirming a lower amount. I reclaimed and paid manually to protect my mortgage payments. Battled on to correct estimated start readings. Maintained original payment schedule and initiated leaving early June with a modest credit on the accounts.

Received three bills in mid July (after account closure) claiming I owed £154, then £194, then £249. On receipt of first bill, asked BG to prove the debt. Despite regular contact and repeated requests, it failed to do so. In Sept, BG placed 3 late markers on my credit file for the disputed debts (2 gas and 1 electricity), which has derailed an ongoing mortgage application.

Raised a claim with ombudsman and discovered that BG had placed us on the standard (most expensive) tariff and backdated this to January, that BG had also increased the debt to £336 added an additional £28 ‘debt recovery fee’ and forwarded to a debt collection agency during investigation by the ombudsman. This is contrary to FCA sourcebook guidance. I have received no justification for the increases after account closure.

The markers have reduced my mortgage offer by £80k-£100k and forced us to radically downscale our aspirations. Instead of looking forward to buying our dream home with our two small children we’re are struggling to raise enough to even remortgage our current home!

Even after being forced to pay hundreds of pounds in disputed debt in full (on a without-prejudice basis) to its debt collection agency, British Gas refuses to remove the late markers. After following BGs advice to escalate to the ombudsman, BG refuses to speak to/correspond with me on the matter. I am left hundreds of pound out of pocket and essentially unmortgagable!

Taking out a British Gas contract ranks amongst the worst decisions I’ve ever made. It’s no exaggeration to state that British Gas have ruined my family's dreams!

COME ON, British Gas, do the right thing and remove the late markers. Don't punish my children for the dispute you have with me!

Reviewed on 15th November 2020

Chris

British Gas Home Insurance

BIG CON - Don't insure your kitchen appliances with this BRITISHGAS. Did you know that once your appliance is over 4years, you may get next to nothing? They say 30% of the cheapest 'like-for-like' of your old appliance that you get. So I had Zanussi... Read more

BIG CON - Don't insure your kitchen appliances with this BRITISHGAS. Did you know that once your appliance is over 4years, you may get next to nothing? They say 30% of the cheapest 'like-for-like' of your old appliance that you get. So I had Zanussi integrated dishwasher (mid-range) level. It was bought for £449 at the time. All my kitchen appliances were Bosch or Zanussi (Mid-range).I took out a BGAS H/care. It started giving trouble after its 6th yr and BG took their time to repair. I reported in February 2020, the technician sent couldn't understand its fault until I suggested looking at its plug fuse, he did but, after one wash it packed up again. I called the next day, he said he would have to get all the parts in as the diagnostics were difficult to determine. COVID19 arrived and we couldn't use our D/washer all through until I called in June '20. The sent someone to fit all new parts but, the plates weren't drying up. Another technician sent came and said he couldn't pull it out and not allowed. I got someone to unscrew and pull it out for a charge. Technician came again and said it's unrepairable and that the heating component in the washer was gone. So I were referred to the replacement team. I had to chase them up for that...Again! I kept getting the 'COVID 19' blame for bad service. It was stressful calling them. I got a quote for a new equipment but was told that since my machine model has depreciated in value and no longer exists, I'd get 30% of the lowest value in the same comparison of size. So as my exact model was no longer available, they would search for a brand likeness that was either available from John Lewis or AO.com. He found a Bosch which was £379 which means their contribution would be £113.70 and as it's integrated, Id need to pay the difference plus, the installation and removal of existing which amounts to £110.00. In short, why did I insure this damn equipment? Now, I called the next week to go ahead with this bad deal. The operator in the 'Item replacement team' who claims to be sub-contractors of BGAS now said she has to look it up again. She saw various and a 'Hotpoint' which she claims was a like-for-like that cost £279. I thought it was cheap and does not look like a likeness of our old one. She said when she compared it, it came up as a likeness hence, they are only going to pay £70 toward any D/washers we choose since they take the 30% at the cheapest available. I agreed but, asked what if it doesn't fulfil my purpose. She said once it arrives and installed and are not satisfied, we can call them and it would be removed and taken back for another. They came from AO without any notice and took away my old one, installed this wrapped equipment. As I opened it, I just saw that it was not a likeness in comparison. It was dead cheap in quality and not the same depth as my old Zanussi. I called the replacement team and was told it's too late 'its been installed'. They said that I should have told them immediately that dimension of the same was a priority. But, when you ask for a 'like for like', does that not mean the whole item should have the qualities and brand comparison as the last equipment? I was told that it was my responsibility to ensure that it was the exact same when the delivery men turned up with the wrapped package. So, I should have stood right there with the men with a tape measure. Compared the old equipment and measured the depth with all the dimensions myself. He said, I didn't tell them that the depth was a priority....If I did, they would have ensured I got one with the depth stipulated. I was told that they have no idea of the dimension of my old dishwasher so its my responsibility to make them aware. I was so upset because I am stuck with a cheap-ass Hotpoint dishwater that I feel like smashing into pieces because it's like a 'plastic toy'. My old Zanussi model was not an Entry level' model but a mid-range. This Hotpoint model is an entry level and it serves no real purpose for my household. Insurance of kitchen eqiup. is a CON.

Reviewed on 3rd November 2020

BIssy

Completely useless - withdrawing money without permission

Completely useless and not to mention that they automatically renew everything without permission. They just take the money from your account . They are twice more expensive than other companies and they offer you nothing.

Reviewed on 23rd October 2020

Alex Razvan Simionescu

Horrendous

Bought BG insurance through compare the market, 9 years claim... Read more

Bought BG insurance through compare the market, 9 years claim free.
Insured a watch separately which I lost, informed police provided photos and receipt to claims at BRitish Gas, interviewed like I was a criminal, then told because I had CCJ 5 years old my insurance was null and void, I should of declared CCJ mmmm at no point through compare the market are you asked this question and how the hell a CCJ from 5 years ago can affect a watch claim on home insurance for a house you have a mortgage on is beyond belief.
Buyer beware I do not normally write reviews but this has left me feeling very sour.
Do not use British Gas Insurance and once my energy fixed term ends I will not be using them for anything and their attitude is absolutely disgusting

Reviewed on 20th September 2020

Private

Appalling service at a premium price

We pay over £700 for this disgusting service. Our dishwasher died and today we took delivery of a new one. The person installing it said, 'You've got a slow leak, here - get a plumber asap. I'll put some temporary fitting around it.' Spent HOURS ... Read more

We pay over £700 for this disgusting service. Our dishwasher died and today we took delivery of a new one. The person installing it said, 'You've got a slow leak, here - get a plumber asap. I'll put some temporary fitting around it.' Spent HOURS trying to get through on British Gas and the only time I succeeded some woman answered with 'Yeah?' I said, 'Is this British Gas?' and she admitted it might be and hung up on me. Tried to complain and - no surprise there - their complaint phone line ENTIRELY FULL UP (also for hours) and NO EMAIL for complaints - I'd have to write by snailmail. Is this the most appalling service EVER? - Yes, it is.

Reviewed on 11th September 2020

Alice McVeigh

50% Premium Increase in 2 Years

My premiums went up by an astonishing £100 in a 12 month period despite no claims, incidents or even inquiries (as I now know just asking your insurer a question can affect your premiums). They went up £50 at the first renewal, again without any need t... Read more

My premiums went up by an astonishing £100 in a 12 month period despite no claims, incidents or even inquiries (as I now know just asking your insurer a question can affect your premiums). They went up £50 at the first renewal, again without any need to contact them. So 2 year's additional no claims on buildings and contents means £150 extra on my premium. I've told them to get lost and gone to one of their competitors.

Reviewed on 13th May 2020

Ric

Well the truth is that is fair and is what you use thats how much you pay

Easy to use the ap and is helpfull on everytime you call and what you use thats how much you pay!

Reviewed on 8th December 2018

Raul Mihai

Insurance is easy to buy, outrageous bureaucracy to claim

They have a network of polite professional knowledgable people and companies, who would do their best to justify why not to pay you when you have a claim. Poor data management. Important information gets easily lost in their system.

Reviewed on 16th August 2018

Oksana

Have had 8 visits to date to fix PIR security lights, awaiting 9 now as still not done.

They either didn't arrive, booked dates when we were away.... Read more

They either didn't arrive, booked dates when we were away.
Arrived without ladders, arrived without parts.
Or couldn't do the job because of health and safety grounds.
As ladder required and according to their rules it needed a scaffold ( to replace a security light)!
We pay £75 a month for this lamentable service. They have now agreed to consider compensation and we have had to employ a third party electrician who can do their job. But I have had to arrange it!

Reviewed on 23rd August 2017

Neil Dexter

HIGHLY RECOMMEND

Great service and customer service!!Highly recommend.

Reviewed on 4th July 2017

RACHEL SMITH

I've not had to contact them.

Sorting out the policy was easy - I've not had to use them for any claims.

Reviewed on 4th July 2017

Anonymous

making a claim was painless

My chimney developed a leak earlier this year. I found the whole claims process easy to go through and the money for repairs was paid within 7 days of the assessor coming to the house. Everyone involved was very helpful and (as long as the quote is... Read more

My chimney developed a leak earlier this year. I found the whole claims process easy to go through and the money for repairs was paid within 7 days of the assessor coming to the house. Everyone involved was very helpful and (as long as the quote is reasonable) I would happily renew with them next year

Reviewed on 24th September 2016

Karen Godfrey

Home insurance claim

First time I've ever had to claim my insurance when my neighbours ceiling caved in due to my(unbeknown to me) old and leaking bath and pipes. Process of claiming was straightforward enough but I should have read the small print and realised that I... Read more

First time I've ever had to claim my insurance when my neighbours ceiling caved in due to my(unbeknown to me) old and leaking bath and pipes. Process of claiming was straightforward enough but I should have read the small print and realised that I wasn't covered for replacement pipes or a bath, even though they were the things causing the problem! Bit of a wait (over a week) to get an assessor out to all in all get just under £200 back by the time they took off the excess which was higher for a bathroom issue. Not too impressed!

Reviewed on 26th August 2016

Anonymous