Scottishgas Reviews 123

I contacted customer support regarding fire alarm installation fault and went round in circles with the online customer support and got absolutely nowhere. Very frustrating and poor customer service. Similar experience emailing Scottish Gas - no reply. I would not recommend this company I'm sorry to say.

Absolute shit staff and shitty service avoid this company like the plague!! Will be switching to a different company that are more clued in and understanding ASAP..

Absolutely terrible company. Wasted three days waiting for their engineers to turn up. Day one, guy turns up and says he's the wrong man for the job (wrongly sent by Scottish Power). 2nd day it was cancelled but we were not told until i phoned up the next day (wasted a day waiting). 3rd day, they cancelled again. This time a manager phoned and told us we need to get the job done privately although the reason the job needs doing is down to their incompetence in the first place. Don't bother with a smart meter as this is what caused us to be disconnected from the gas by their incompetent representative from Calisen contracted by Scottish power to do a job they are not capable of. Messed up so many times and cost us time and money

Awful experience, following a bereavement we contacted the bereavement line thee times with bills and reminders being sent on a regular basis.
Our solicitor has also contacted but to no avail, today we received a letter from a legal company demanding payment.
This is the worst company and customer service ever.

It is bad enough to lose a family member but to be treated this way by a company who has a dedicated bereavement team!!

I moved to a new property in February, Scottish Gas was a supplier there. I immediately changed to another supplier, the new supplier took over 2 weeks after my moving date. I called Scottish Gas with readings, they calculated high bill for these two weeks, I just wanted to have it sorted so I paid and was told that it was the final bill and everything is completed. A few weeks later I received another bill from them for the same period! I called, was told that the previous agent made a mistake and that if I only pay this one it will be really the final bill and that I can be sure that it has been sorted. I was upset but again I paid. Now in June I received another bill from them for the same period! When I called first agent disconnected and the second was rude. I told them I am not going to pay and made a complaint.
Maybe they are only totally incompetent maybe they are dishonest and cheating but anyway awful, avoid!

I have been with Scottish Gas for years. They fitted a new boiler last April then a Smart meter in November 24. Explicitly told the new boiler would reduce running costs. Since November my first quarterly was twice what my usual annual billing was. I contacted ‘customer service’ who said they would look into it. NOTHING. I called several more times again, getting nowhere. Eventually they said all my previous bills were estimates (they were not as I submitted accurate reading on the day I was notified). They sent me a revised bill which outlined a £300 increase over a 2-day period when I hadn’t used any gas or electricity. To cut a long story short I eventually contacted the Energy Ombudsman in March who took on my case. Their representative called me this week to say that Scottish Gas had failed to respond to their enquiries and demands for accurate billings and meter readings. NO INFORMATION was given to them. The Ombudsman upheld every one of my 6 initial complaints but was powerless to do any more. I am incredulous this is allowed to stand and this unscrupulous company continues to exist. They lie, deceive and rob long-standing customers with bare faced criminal intent. I have done everything I possibly can in my position yet still don’t have an accurate picture. DISGUSTING COMPANY.

Zero starts - I can't begin to explain how terrible this company is. I have blood boiling interactions with them for years, even a year after I left them they still send me letter claiming they owe money but it never arrives, when I finally get through to them they say they do not have any record of this. They are also near impossible to contact. What a nightmare.

My mother passed away in March 2025 she had credit in both of these accounts it has been a nightmare since I cancelled her accounts number of phone calls to them and there full of apologies and all that I will receive payments no later than 16th May still no payments have arrived please Scottish gas get this sorted as of today 20th May I phoned them to find out I have been lied to once again to be told that no new cheques have been issued why lie to me I am glad I recorded my calls like they do to us,today I had a nice lady when I phoned she promised the checks will be issued today and she will contact me in a weeks time hopefully I would have them by then

If I could give zero stars I would!! Do not use Scottish Gas!! I had a new boiler and 5 radiators fitted on 19/3/25 there has been 3 leaks from 3 different radiators, 4 engineer visits later they offer a £100 “gesture of goodwill” today!! Awful company and sub standard fitters!!!!! 😡😡

Absolutely useless. I had no idea how terrible British/Scottish Gas support was until I recently faced an issue with their outdated meter. I couldn’t top up my gas for nearly 2–3 weeks. Their support team clearly has no idea what they’re doing. An engineer was meant to replace the faulty meter, but it was obvious he was trying to avoid the job. (The same engineer got sent out twice) — constantly complaining about how big the task was, it will take 3 hours and saying it should only be a "last resort."
Called support again, just to be sent around in circles. This has been going on foe nearly a month, SHOCKING
Complete waste of time. I’m switching suppliers and will never deal with anything "Scottish" or "British" when it comes to Gas.

If I could give British Gas (or Scottish Gas) zero stars, I would. Our experience with them over the past year has been nothing short of appalling, and their sheer incompetence has caused untold stress during what should have been a joyous but delicate time in our lives.

It all began when they started sending us bills for another household—an issue they repeatedly promised to fix but never did. Despite numerous calls and reassurances, the incorrect bills kept arriving, leaving my partner—who was heavily pregnant with twins at the time—under immense and unnecessary stress. No one at British Gas seemed to understand why this was happening, nor did they seem particularly interested in resolving it properly.

Then came the financial debacle. We were advised to change our tariff and direct debit on the promise that it would save us money, only to discover that despite making our payments, the money wasn’t even being credited to our account. The result? A completely unexpected and unjustified £600 bill—at a time when every penny counts for a young family with newborns.

To make matters worse, we changed our tariff, yet our latest six-monthly bill still had us on the old, more expensive tariff. This means that either British Gas has no idea what it’s doing, or they are deliberately overcharging customers and hoping they don’t notice. Every stage of our complaint has been handled appallingly, with no accountability, no urgency, and no regard for the real-world consequences their incompetence has on families like ours.

Throughout all of this, my partner has either been heavily pregnant or post-partum with premature twins, and the stress and anxiety this has caused us are beyond words. Rather than being able to focus on our babies, we’ve been battling with British Gas, making endless calls, receiving conflicting information, and dealing with financial uncertainty at the worst possible time.

British Gas should be ashamed of the way they treat customers, especially those in vulnerable situations. Their utter lack of care, professionalism, and basic competence has made our lives significantly harder. If you’re considering using them—don’t. Find another provider who actually values their customers because British Gas clearly doesn’t.

Stay well away from this company is my advice to anyone. This company is downright dishonest. The problems we have had with them over a 2 year period are too extensive to go into here. In brief our meter was not working for 18 months despite numerous call to customer service. When a new meter was finally installed they tried to give us a huge bill which we disputed and only after an extremely stressful and time consuming period of 4 months did they finally reduce the bill. Last year they failed to deduct the direct debit \i had set up with them for 8 months unbeknown to me. The first I knew of this was when they deducted over a thousand pounds from my bank account on Christmas eve which was a huge shock and left me short of money over the christmas period. When I finally got hold of someone in customer services they claimed it was my banks fault as they had declined the payments. I then immediately phoned my bank to be told that Scottish gas had been billing me for zero pounds and pence for the 8 month period so the fault was not with the bank. I got back to B. G. and this time they admitted it was a systems error on their part which had caused the problem. Clearly I had been lied to on the first call by way of trying to pass the buck onto my bank. I left them 2 months ago and went to Octopus. I paid my final Scottish gas bill in full when I closes the account. Today I received a message from them saying that due to an error on their system I owe them a further £100 pounds. I am so exhausted with trying to deal with their inefficient and dishonest customer services that I will probably try to find the extra money just to be free of them. To anyone thinking of signing up to them please do yourself a favour and steer clear. This company is unscrupulous and dishonest!!

A shockingly poor service from top to bottom. Customer service staff in their South African office couldn't hear or understand my issue, couldn't escalate the problem, could give me an updated bill, couldn't put accurate details down on my account, and hung up on me twice.

An absolutely dreadful company that I was stuck dealing with due to a house move.

Nationalise without compensation

Terrible service, agents tell you anything to get you off the phone. I called 4 times to get an account set up after a house move and was given a whole bunch of excuses about it being on a different system that they can’t access, and someone would call back in 5 days. Today I was also blatantly lied to by an agent who told me she had just referred to her manger regarding my question, then 5 seconds later when I asked to speak to the manager, was told they had just gone into a meeting.
And don’t even get me started on their chat service!!!

Called up first time Friday to complain that they been taking £17.65 of me when I top up. Was told they will add the money plus £5 didn't happen. Called up Monday was told they will send me a card out with the money on it. Got the card put it in the meter nothing on it. Call back up today and was told if I want the money that's on the card I'll need to top up again. Not happening. I'm now going to change my supplier for both gas and electricity. Their quick enough to take it of you but make it as hard as they can to get it back.

Absolutely awful customer service.

Moved into a new apartment where they were the existing provider. Took 5 30 minute phonecalls just to set up my account. I would've switched straight away, however there was an outstanding debit from the previous tenants causing an issue, which also meant I couldn't set up an account online and had to do it over the phone.

Their customer service centre sounds like it's in South Africa, the line is always terrible and can barely understand what the advisors are saying half the time.

Multiple times have been put on hold and then never called back, it's an absolute mess. How does it take 5 phonecalls just to set up an account!

Really awful customer service, finally got a correctly dated bill, paid it and switched to another provider straight away.

Couldn't wait to change provider after seeing how inept their customer service is.

Scottish Gas, probably the worse UK energy supplier

Energy supplier are renown in the UK for poor service and high prices arguably the highest in Europe.

Scottish Gas has now elevated this to a whole new level. Not only can I not pay my bill via my bank, yes, that's what you have read My bank has informed me in writing that "they do not accept Faster payment". So if you want a supplier that is not willing to accept payments go Scottish Gas, its a really good deal but just make sure you keep a written copy of your attempts to pay as you will need this when they try, and fail, to recover your bill via the courts.

I have also been trying for days to change my password on their website but I am unable to due to "technical problems". Not quite sure what constitutes "technical problems" but it seems to be a permanent situation or incompetence or whatever.

I am just off to switch my account(s) to another supplier.

REMEMBER: Scottish Gas will not let you pay them, great deal!

I am experiencing ongoing issues with my 18-month-old Glow Worm boiler, which has displayed both F28 and F75 error codes. Despite multiple visits from five different engineers over the course of four days, the problem persists.

The boiler loses pressure every two hours, resulting in inconsistent heating performance across different radiators. Additionally, I am encountering a complete loss of pressure in the mornings and upon returning home from work.

I kindly request assistance in resolving this matter, as the British Gas engineers who have attended to the issue thus far appear to lack the necessary expertise to rectify the problem effectively.
I put in another breakdown and I get charged another 60 quid..

I am DISGUSTED with Scottish gas. I moved supplier and the final statement sent to me missed 15 DD payments made totalling over £3600. Having raised a complaint and being reassured that the balance on the account sent by SG would not be taken, they took a DD of £3078 last week. This is a very simple complaint and should have been resolved quickly, instead they have taken money not owed to them. The original person I spoke to could see from previous statements that I had made these payments and said they had a new billing system which is why the error was made. Terrible service.

I RECENTLY WON MY CASE THROUGH THE
ENERGY OMBUDSMAN WITH SCOTTISH GAS
WHICH TOOK A WHOLE YEAR TO SORT OUT.
i WAS IN TWO MINDS WHETHER TO SWITCH
SUPPLIER AS THE WHOLE EXPERIENCE AND
LACK OF CUSTOMER CARE BY SCOTTISH
GAS WAS STRESSFUL.
I RECENTLY SENT TWO METER READINGS AS
MY BILL WAS OVER ESTIMATED, NO AMENDED
BILL HAS BEEN RECEIVED.
I DECIDED TO PAY THE BILL SENT AND TO DATE
HAVE BEEN SENT THREE REMINDERS RE THE
PAYING OF THE BILL, THE MOST RECENT
THREATENING LEGAL PROCEEDINGS!
THE LACK OF CUSTOMER CARE IS BEYOND THE
PALE!