British Gas Complaints Process

Occasionally we get things wrong, please tell us so we can put them right.

For complaints relating to your Business Account (account numbers start with 600 or A), please click here.

For complaints relating to HomeCare®, Kitchen Appliance Care, Home Electrical Care, or Gas Appliance Care, please click here.

For complaints relating to your Pay As You Go meter or account, please click here.

For complaints relating to your gas or electricity account, please follow the steps below:

Contact us by phone: 0800 072 8632, online at www.britishgas.co.uk/complaints, or by post: Complaints Management Team, British Gas, PO Box 4804, Worthing, BN11 9QU. We will do all we can to resolve your issue straight away.

If you are not happy with the resolution of your complaint, please contact Andy Eley, Head of Complaints, by post: British Gas, PO Box 4803, Worthing, BN11 9QT, by phone: 0800 107 0184 or via email: customercomplaints@britishgas.co.uk.

Naturally we want to resolve your problem immediately. When you contact us to make a 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 & 2 and your complaint remains unresolved after 8 weeks, or if we have issued you with a deadlock letter, you can bring your case to the Energy Ombudsman by phone: 0845 055 0760, Textphone: 18001 0845 051 1513, via www.energy-ombudsman.org.uk, or by post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF.

The Ombudsman is an independent body, established to provide a free of charge service to impartially resolve customer complaints in cases where the customer and supplier cannot agree on final resolution. Their final decision is binding on the Energy Supplier, and not you as the customer.

You can read or download a copy of our complaint handling code of practice 'We’re Listening' which tells you all you need to know about how we handle your complaint. We also have other Codes of Practice which you may also find useful.

You may also like to read or download a copy of our Consumer Complaints Report which tells you all you need to know about how well we have handled complaints in the last year.

Advice?

Consumer Direct, the government's helpline for consumer advice, offers clear, practical and impartial help & advice, you can call on 08454 04 05 06 or go to www.consumerdirect.gov.uk

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

If you wish to submit a complaint online please click here»