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British Gas Review
78/100 Go with Caution

About British Gas

  • UK's largest energy supplier, serving millions of homes
  • App for usage tracking, bills, and support
  • Trustpilot 3.85, App Store 4.15 (May 2025)
  • Ofgem-licensed, no recent fines or sanctions
  • Boiler cover and home services available
  • UK-based customer support
GoNoGo 100-Point Framework Breakdown
Regulatory Compliance /12
12
Ofgem-licensed, no recent fines. Consumer protection in place.
Customer Satisfaction /23
16
Trustpilot 3.85, App Store 4.15 (May 2025). Mixed reviews, some slow complaint resolution.
Product Value /20
15
Range of tariffs, boiler cover, app, and home services.
Innovation /12
8
App updates, smart meters, and digital billing.
Security /9
8
SSL encryption, secure payments, and no major breaches reported.
Accessibility /9
8
Accessible via app, web, and phone. Support for vulnerable customers.
Sustainability /5
2
No published ESG report or green tariffs on all plans.
Additional Features /10
7
Boiler cover, app, smart meters, and home services.

Key Strengths

  • UK's largest supplier with a wide range of tariffs
  • Boiler cover and home services
  • App for tracking usage and bills
  • Ofgem-licensed, no major fines

Key Concerns

  • No published ESG or green energy report
  • Some users report slow customer service at peak times
  • Smart meter installation delays reported
  • Limited green tariffs
  • No physical branches for in-person support
  • App can be slow to update at busy times
  • Some complaints about bill clarity
  • No green tariffs available on all plans

Key Features

  • Wide range of tariffs and home services
  • Boiler cover and smart meters
  • App for usage tracking and billing
  • UK-based customer support
  • Accessible via app, web, and phone
  • Usage insights and budgeting tools

Pricing & Fees

Fee Type Typical Range Notes
Electricity Tariff Varies Rates depend on region and tariff. See website for current tariffs.
Gas Tariff Varies Rates depend on region and tariff. See website for current tariffs.
Exit Fee £0–£30 Some fixed tariffs have exit fees; variable tariffs usually don't.
Boiler Cover From £12/month Optional add-on for gas customers.
For full and up-to-date pricing, see the British Gas website.

App Store Ratings

App Store Logo iOS App Store
4.15 • 23K reviews, May 2025
Google Play Logo Google Play Store
4.0 • 20K reviews, May 2025

Recent Customer Feedback (May 2025)

POSITIVE Trustpilot, May 2025
"Easy to use app for tracking usage and bills. Boiler cover gives peace of mind."
View original
POSITIVE App Store, May 2025
"App makes it easy to submit meter readings and manage bills. Customer support is helpful."
View original
NEUTRAL Google Play, May 2025
"App is mostly good but can be slow to update. Had to wait for a smart meter appointment."
View original
NEGATIVE Twitter/X, User 2025
"Had to chase for a smart meter install. Customer service was slow to resolve."
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