Gas & electricity complaints process
For gas & electricity complaints follow these 2 easy steps.
Contact us in the following ways:
- Email: Contact us
- Phone: 0800 072 8632*
- Post: Complaints Management Team, British Gas, PO Box 4804, Worthing, BN11 9QU
If you’re not happy with the resolution of your complaint please contact Kevin Roxburgh, Director of Customer Service via his dedicated team at the above address or:
- Email: firstname.lastname@example.org
- Phone: 0800 107 0184*
If you need more advice
The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. Visit www.adviceguide.org.uk or call the Citizens Advice consumer
helpline on 08454 04 05 06.
If your complaint is unresolved after 8 weeks
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 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 where customer and supplier cannot reach 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
- Phone: 0330 440 1624
- Textphone: 0330 440 1600
- 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 www.legislation.gov.uk.
* Lines open Monday to Friday 8am - 8pm and Saturday 8am - 6pm.
View our Annual Consumer Complaints Report, which details how we’ve performed in relation to the number of complaints we weren’t able to resolve on the same, or next working day.