Is British Gas legit?

A factual composite from public reviews, official regulator records, app stores and the company’s own policies. We report evidence, not verdicts of fraud or endorsement.

Based on 3,335 public Trustpilot reviews published 2026-01-29 to 2026-09-27 — see the Trustpilot page. Not affiliated with Trustpilot or British Gas.

British Gas is an established company with 356,673 Trustpilot reviews and a 4.4 TrustScore. In our census of recent reviews, 18% were classified as complaints, most often support unhelpful, billing errors, support unreachable. Elsewhere it scores 2.1★ on Google, 4.5★ on the App Store, 4.1★ on Google Play, 1.22★ on Reviews.io. Of 1184 company replies to negative reviews analysed, 22% engaged with the specific problem.

What official records show

CITIZENS_ADVICE (Q3 2019): 3.95★ Citizens Advice rating.

CITIZENS_ADVICE (Q2 2020): 3.7★ Citizens Advice rating.

CITIZENS_ADVICE (Q3 2020): 3.45★ Citizens Advice rating.

What goes wrong most, according to reviewers

Support unhelpful — 511 reports (48% of complaints)
Billing errors — 301 reports (28% of complaints), rising
Support unreachable — 161 reports (15% of complaints)

Full evidence, quotes and trends: the British Gas complaint report.