Gas and Electricity complaints process
For Gas and Electricity complaints follow these 2 easy steps.
Contact us in the following ways:
by email: Contact us »
by phone: 0800 072 8632
by post: Complaints Management Team, British Gas,
PO Box 4804, Worthing, BN11 9QU.
We'll do all we can to resolve your issue.
If you are not happy with the resolution of your
complaint, please contact:
Andy Eley, Head of Complaints,
by email: customercomplaints@britishgas.co.uk
by phone: 0800 107 0184
by post: Andy Eley, British Gas, PO Box 4803, Worthing, BN11 9QT
If you need more advice
Consumer Direct, the government's helpline for consumer advice, offers clear, practical and impartial help & advice. You can call at any stage during the complaints process on 08454 04 05 06 or go to www.consumerdirect.gov.uk
If your complaint is unresolved after 8 weeks
Naturally we want to resolve your problem immediately. When you contact us to make complaint we will apologise, provide you with an explanation or confirm what actions need to be taken - this may include a goodwill gesture or compensation.
If you have followed steps 1 and 2 above, and your complaint is still unresolved at 8 weeks, or if we have issued you with a deadlock letter, you have a right to contact Ombudsman Services: Energy
Ombudsman Services: Energy
The Ombudsman offers a free, independent service in cases where the customer and supplier cannot agree on a final resolution. They may require us to take practical action that may benefit you, offer an apology or explanation, and/or make a financial award. Their final decision is binding on the energy supplier, not you as the customer or complainant.
Online: www.os-energy.org.uk
by phone: 0845 055 0760,
by textphone: 18001 0845 051 1513,
by post: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
If you would also like to view a copy of the "Gas & Electricity (Consumer complaint handling standards) Regulations 2008", please visit the OPSI (Office of Public Sector Information) Website at www.OPSI.gov.uk
