British Gas Lite Reviews 3,468

Unknown to us, our smart meter failed a few moths ago. We eventually received an email for a meter reading, and were told to ignore it as (allegedly) our smart meter was working. Then last month we were told there was a fault with the smart meter, they took a manual reading and presented us with a bill for £16,000. And the smart meter still hasn't been repaired. There is nobody to call, nobody to email, just live chat which is absolutely useless. They are a joke and they do not care about the consumer.

Date of experience: December 31, 2024

If you save money (we've lost a bundle thanks to being locked into a 3 contract we can't get out of -- sold to us by charlatans called NRG Corporation), you will lose what money you did save in wasted hours in webchat with people (possibly bots?) who have no clue what they're talking about. I usually set aside two hours any time I have to deal with them. Cannot wait for our contract to end. I WILL NEVER, EVER USE THIS COMPANY AGAIN.

Date of experience: October 22, 2024

An absolute pain - I’ve been trying to register our commercial move out for the last month and fill in multiple moving out forms and attached multiple forms of evidence to support this but yet they keep declining everyone. Definitely don’t recommend!!!

Date of experience: December 26, 2024

There useless. Billed me for the previous owners last bill i contacted them on webchat and was told not to worry and that bill would be cancelled. 2 weeks later they took the money out of my account and the previous owners account and now refuse to reimburse me telling me to take it up with the bank. 3 weeks into a 2 year contract and I already can't wait to leave.

Date of experience: December 23, 2024

Impossible to communicate with Webchat does not respond or has "Technical difficulties"
Avoid this company at all costs even if the cheapest, its really not worth the grief / time.

Date of experience: December 23, 2024

Do NOT use this company as only way of communication is Webchat which is useless.
No phone or emails communication. 🤔
Didn't choose to be with this company as purchased new property previous owner notified the change put us on a deemed extortion tariff when trying to communicate through Webchat to change tariff or leave...Was 40 minutes to office closing at 6pm.
Deliberately put me on hold and sending smiley faces trying to have a laugh on me as it turn 6pm office hours had closed.
Absolutely ridiculous waited more than 40 minutes ..As I mentioned do NOT use this company rather pay extra with others than get tormented by idiots.
No brainer where you can't communicate by phone or emails do NOT use.
This company should not be trading.
Personal opinion its a Scam.
Look at other bad reviews says it all.

Date of experience: December 18, 2024

Refusing to close the account because the completion statement from the solicitor is not proof enough they want a TR1 form. No one to speak to other than webchat is some far distant land. Terrible company that doesnot allow any human contact telephone number, only webchat with people who are following a template. Disgusting

Date of experience: December 18, 2024

Horrible, ower £1000 for two bills collected twice and no one to deal with issues.

Date of experience: December 18, 2024

Will never use this company again!!

Moved premises in October and this company are refusing to stop billing us due to not having an end of tenancy agreement even though the landlord has contacted them to confirmed to them that we have vacated and given them final readings and asked them to bill them going forward.

Date of experience: December 17, 2024

I have been dealing with British Gas Lite for over two months regarding a refund of £11,703 owed to my business after closing my account. Despite repeated assurances that the refund process was complete, they have continually delayed payment and provided contradictory information.

Key Issues:

Broken Promises: On multiple occasions (e.g., 23/10/2024, 14/11/2024, 18/11/2024), I was told the refund had been raised and would reach my account within 10 working days. These promises were never fulfilled.
Contradictions and Misinformation: British Gas Lite issued a final bill on 14/11/2024, yet now claim they cannot refund because the meter readings are “estimated.� My new supplier, Octopus Energy, confirmed they sent the final readings (D86 flow) to British Gas Lite on 6/11/2024, and I have provided proof of this.
Terrible Customer Service: Their only method of contact is web chat, which takes hours to get responses, and the agents constantly provide conflicting updates. Promises of manager callbacks were made but never honoured.
This experience has caused significant financial strain on my business, wasted countless hours of my time, and caused unnecessary stress. British Gas Lite's handling of this matter is completely unacceptable, and I have now escalated the complaint to the Energy Ombudsman.

I would strongly advise businesses to avoid British Gas Lite.

Date of experience: December 17, 2024

The energy supply itself was fine, but after recieving scam calls I tried to contact British Gas lite where I found that the webchat service (which is the only method of communication) was under maintainance. It was like this for at least three days. I received another call today and whilst they were on I tried the webchat again. I got through on this but after giving my details on the webchat i had to wait over 4 minutes for a response. On this chat I raised my concerns and was told it was not possible the chat was down and no-one else had complained. Any concerns I raised about not being able to contact BG Lite was met with "it is in the terms and conditions" and some platitudes about not giving out details. When i raised the T&Cs should possibly then contain details of the expected uptime of the webchat service I recieved sarcasm and a terminated chat. BG Lite dont seem to care that scammers know BG Lite proceedures and are unwilling to help the customer protect themselves. 10 months left and my contract I will be changing supplier, no matter what price they can offer to renew.

Date of experience: December 16, 2024

Terrible company. Charged £5500 after paying my monthly bills for 9 months because they said the smart meter wasnt working correctly. Then They are now trying to charge me £1600 for my previous premises from a year ago. I already paid the final bill, but they are now trying to charge me more!

Date of experience: December 16, 2024

Still no reply
Bg moves from fixed rate to variable
Even worse bills Nov and December over the top and ofthese last 8 weeks we were away over 4 weeks
Overall not right

Date of experience: December 15, 2024

Wow!! What a poor show. I dealt with a very unhelpful customer service. In particular I was bounced back on multiple occasions by Zarina Yakub Patel. Her lack of care and consideration and will to help showed and has made me never want to return to BG lite ever again.
On the other hand a very Helpful Gentleman named Pratham went beyond the call of duty and very quickly dealt with an issue I've had for over a year while paying for service I wasn't receiving. He was kind, polite and considerate. All of the traits you expect to get when dealing with someone in Customer service. Thanks again Pratham.

Date of experience: November 28, 2024

This company paid a broker £1000 commission to sign up a church hall to pay 28p per unit of gas as opposed to 8p. Because the church treasurer had signed a letter of authority, the broker was able to sign the church hall up over the phone. I went to the energy ombudsman who obtained a recording of the telephone conversation. In the conversation the treasurer states she is suffering fron covid. Clearly no church worker would have agreed such a ruinous contract if in a fit mental state. The whole industry is corrupt. The ombudsman says the treasurer knew what she was doing. Beware anyone who phones you pretending to be acting in your best interests.

Date of experience: December 24, 2023

If I could give 0 stars I would . Had nothing but trouble with this company since I joined them back in 2021 and now 7 months after finally being able to leave them I’m still trying to get problems resolved. There communication is nil and void, online chat is pathetic and the biggest waste of time ever . You put in a complaint and get the same message every week about how they are looking into fixing the problem and it will be resolved within 5-7 working days .I’ve now been getting the same message since may so over 7 months I’ve Been getting a weekly message and it’s still not resolved . I missed a phone call once with no voicemails I called back and it said it was British Gas and that they would call back so I assumed they would call back nearly a month later I haven’t received a call back!!

Date of experience: November 26, 2024

Do not use, cannot talk to any one. They hold 3k of my money due to overpayment and will not refund me. Will never have a contract with them again

Date of experience: December 10, 2024

Awful people. I’m a volunteer treasurer for a charity (a local village hall) in Wiltshire. We ceased business with them and paid a final bill in April. In October they credited the bill and issued a bigger bill and chased for another £190 based on estimates. No reply to complaint raised, can’t call or e-mail them, webchat takes hours. Daily automated debt collection calls and now they’ve sent a threatening debt collection to one of our elderly volunteers for over £300. She was in tears when she got it. I feel hounded by them and ignored by them both at the same time. Avoid them like the plague for God’s sake.

Date of experience: December 09, 2024

My daughter has an account with you. When you changed to your new computer system the units record on the account got change and she is being chased for over £4000. She has made numerous calls to customer service, she has had her meter read by you yet no one at BG can correct your error. She is receiving letters from solicitors about an issue that is your fault and despite many promises of getting the issue corrected nothing changes. Who can she communicate with who can correct, don’t suggest customer services, I need her to speak to a capable person.

Date of experience: December 09, 2024

I have found them completely incompetent and frustrating to deal with, will be looking to take legal action.

Date of experience: November 01, 2024