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 have covered everything. We will keep you regularly informed, either by telephone or in writing, while we do so.
We aim to agree a way forward that you’ll be happy with. If you’re not satisfied with our final response, or it’s been more than eight weeks since we received your complaint, you may be able to take it to the Financial Ombudsman Service. This is a free, independent service which can consider complaints about a range of financial services matters.
For more information visit: http://www.financial-ombudsman.org.uk
If you purchased a product or service online, you also have the option to visit the European Commission’s online dispute resolution platform which will help route your query or concern to British Gas and/or the relevant ombudsman.
Find out more about the complaints we have handled recently.