Home Services complaints process
For HomeCare®, Kitchen Appliance Care, Home Electrical Care, Gas Appliance Care and Plumbing & Drains Cover
Let’s get this sorted.
We’re really sorry you’re not happy. We want to sort things out for you quickly, so please give us a ring
*You can call us Monday to Friday from 8am to 8pm, and on Saturdays from 8am to 6pm.
If you’d rather complain in writing, you can…
Fill in our online form;
Email us at ServicesCustomerTeam@britishgas.co.uk; or
Send us a letter to: Helen Emms, Head of Customer Relations, British Gas Services Customer Relations, PO Box 4394, Dunstable, LU6 9LG; or Scottish Gas Services Customer Relations, PO Box 4395 Dunstable, LU6 9LG.
We will always try to resolve your complaint
We will always try to resolve your complaint as soon as we receive it. Where we can't we will aim to send you an acknowledgement of your complaint within 48 hours and tell you who is dealing with the matter so that you know who to contact.
We will work hard to resolve the problem as quickly and efficiently as possible. Where your case is complex or involves a number of issues, we may need some time to make sure that we had covered everything. We will keep you regularly informed, either by telephone or in writing, while we do so.
Find out more about the complaints we have handled recently.