Boiler installation complaints process
For boiler and central heating systems
If you've recently had your central heating installed by British Gas you can contact us in the following ways:
- Email: firstname.lastname@example.org.
- Phone: 0800 294 4460.
- Post: Customer Experience Manager, Central Heating Installations, British Gas Services, PO Box 177, Stockport, SK1 2FB.
- Or: Customer Experience Manager, Central Heating Installations, Scottish Gas Services, PO Box 177, Stockport, SK1 2FB.
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 Retail Ombudsman or Financial Ombudsman Service. These are free, independent services which can consider complaints about our range of goods and services and financial services matters. For more information visit:
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.