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- Handles complaints well according to customers
- Its parent company invests in renewable generation
- Offers half-price electricity every Sunday
- Its bills are not among the clearest
- Higher than average complaints
British Gas is the second-largest energy supplier in Great Britain, supplying 20% of the electricity we use in our homes and 27% of the gas. British Gas now has over 7 million domestic customers.
It was one of the original “Big Six” energy companies that used to supply all of our gas and electricity but as rival suppliers have become more dominant the energy regulator Ofgem has stopped using the term.
Ofgem now groups all “large” suppliers, which have a share of at least 5% for either gas or electricity, together. There are currently six of them, including British Gas. They have a 91% share of the domestic energy market in Great Britain.
In our survey, British Gas had the third highest percentage of customers who said they were extremely likely or likely to recommend it to others at 79%. This is much lower than the 91% for Octopus Energy – our overall winner in the Expert Reviews Energy Awards 2025.
British Gas failed to win any of our awards but was highly commended in our Best for Complaint Handling and Best for Customer Trust categories.
To find out how to get the best energy deal for you, visit our guide to the best energy suppliers.
What kind of tariffs does British Gas offer?
As well as its standard variable tariff it offers fixed tariffs of different lengths and an EV tariff that gives you cheaper electricity at night.
All suppliers with at least 150,000 customers must offer at least one Smart Export Guarantee (SEG) tariff. This pays you for exporting unused electricity you generate, such as from solar panels, to the grid. British Gas doesn’t offer any additional export tariffs.
Does British Gas offer good value for money?
British Gas was rated fairly well for value for money, coming third for this overall. Some 27% said they were very satisfied, compared to 40% for the highest-rated supplier Utility Warehouse, while just 11% said they were dissatisfied or very dissatisfied.
It was the second-most trusted supplier in our survey with 30% of customers saying they completely trust it to act in their best interests. The winner Octopus also had 30% of customers saying this but a smaller proportion who said they trust it only slightly or not at all at 7% versus 13% for British Gas.
How good is British Gas at handling complaints?
British Gas came joint second along with Utility Warehouse for how well it handles complaints – 28% of customers were very satisfied. This compares to a slightly higher 31% for the most highly rated supplier Octopus Energy.
According to the latest data from the energy regulator Ofgem, British Gas received 1,155 complaints per 100,000 customer accounts, putting it in third place for complaint numbers among the providers in our survey. The one with the fewest, Octopus Energy, received 561.
It resolved a mediocre 48% of them by the end of the next working day and 82% were resolved within eight weeks. This compares to 83% and 100% respectively for the supplier that was quickest at resolving complaints, Utility Warehouse.
Ofgem complaints data
| Complaints per 100,000 customer accounts | Industry average complaints per 100,000 customer accounts | Complaints resolved by end of next working day | Complaints resolved within eight weeks |
| 1,155 | 1,052 | 48% | 82% |
Notes: Data is for the second quarter of 2025.
How clear are British Gas’s bills?
British Gas customers were not the most impressed with their provider’s bills. While 28% strongly agreed that their bills are clear and easy to understand, this figure was 40% for Utility Warehouse. The lowest rated providers EDF Energy and Ovo Energy both had just 20% who strongly agreed.
How easy to use are British Gas’s website and app?
Customers didn’t think British Gas’s website and app were particularly easy to use compared to its rivals’. A third (33%) said its website was very easy to use compared to 49% for Utility Warehouse. A similar proportion (34%) said they found its app easy to use versus around 50% for the top providers in this category, Octopus and Utility Warehouse.
Should I choose British Gas?
British Gas does well for customer satisfaction with how it handles complaints and trust, and it’s the third most recommended, but it isn’t one of the best energy suppliers in our survey.
You’ll get a better overall service elsewhere, such as from the top provider in our energy awards Octopus Energy and runner up Utility Warehouse.
