Complaints

We're sorry you're not happy

Let’s get you to the right place

We want to sort things out for you quickly. That's why we'll:

  • Always aim to respond promptly to your complaint
  • Treat you fairly and with courtesy at all times
  • Treat any personal or financial details you give us in confidence
  • Investigate your complaint fully and explain the findings to you
  • Take action to put things right as appropriate and let you know what needs to happen next - whether that's us saying sorry, making a goodwill gesture or giving compensation
  • Speak with your network supply operator - if you have a problem with the delivery of your gas or electricity supply - so they can investigate. We'll let you know what they say and pass on any compensation you may be owed
Step 1 - We want to sort things out for you quickly

Our Business Customer Services team are ready to help you, so please get in touch.

If we can't sort out your complaint right away, we'll give you a unique reference number which you can use when speaking to other members of the team. If you've written to us, we'll let you know we've received the complaint within 5 working days and update you regularly until we reach a final position.

For small and medium sized enterprises

Mon-Fri 8am-6pm, Sat 9am-1pm


Chat with us:

Select the chat icon on this page when it's available
Mon-Fri 8am-6pm, Sat 9am-1pm

Write to us at:
Business Customer Services,
British Gas, Winnall Down, Alresford Road,
Winchester, SO21 1FP

Email us at: businesscomplaints@britishgas.co.uk

For industrial and commercial businesses

0333 130 5715 *
Mon – Fri 8.30am – 5.30pm


Write to us at:

Customer Care team,
British Gas,2600 John Smith Drive,
Oxford Business Park,
Oxford OX4 2JY

Email us at:
myaccmanager@britishgas.co.uk

You can also contact your Account Manager if you have one. You'll find their details on your bill.

Step 2 - If you're not happy with how we're dealing with your complaint

Our Customer Relations team will look into it for you – please get in touch. We'll let you know we've received your complaint within 24 hours and get back to you within 5 working days.

Customer Relations team

Write to us at:
Business Customer Relations team, British Gas,
Winnall Down, Alresford Road,
Winchester, SO21 1FP

Email us at: customer.service.director@britishgas.co.uk

Step 3 - If we can't agree a way forward with you

We'll make every effort to get your complaint sorted within a day of getting it. But sometimes it can take a little longer.

If you're a micro business and we haven't been able to sort things out within 8 weeks, or we can't agree a way forward with you (we call this 'deadlock'), we'll write and let you know you have the right to refer your complaint to the Ombudsman Services: Energy.

The Ombudsman helps to sort out disputes between energy suppliers and their customers. Their service is free to use and they’re totally independent. They don’t take sides and their decisions are based only on the information they have.

You don't have to accept their decision, but if you do, we'll act on what they say - whether that's us saying sorry, explaining what's gone wrong, fixing the problem or even paying you compensation.

If you're not a micro business, you may wish to seek independent legal advice.

Ombudsman (for micro businesses)

Ombudsman Services:
Energy, PO Box 966,
Warrington WA4 9DF
0330 440 1624 | 0330 440 1600 (textphone)
osenquiries@os-energy.org

Website: ombudsman-services.org/energy

We're here to help

Frequently asked question

What are my rights as a consumer?

A: If you're a consumer[1] (residential customer who has a business energy contract for all, or part of their premises) please contact us first, as we'd like to resolve this complaint as quickly as possible with you directly.

Where you have bought the product online, and you need help resolving a dispute you may want to visit the European Commission's online dispute resolution platform https://ec.europa.eu/consumers/odr/. This platform helps arrange alternative dispute resolution, where you wish to resolve issues without expensive, lengthy court proceedings and removes the barriers of language and location. If you have any questions relating to this process please email us at customer.service.director@britishgas.co.uk

The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues, including services. They'll give you information and advice at any time during your complaint, and lend you their expertise if you need it. They can also refer you to organisations that are better able to help you.

Citizens Advice consumer helpline:
0345 404 0506
Open Mon-Fri 9am-5pm

Website: citizensadvice.org.uk

The cost of calling 0345 numbers depends on the terms of your mobile or landline phone contract

Click below if you need to raise a complaint related to your home

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* Call charges may apply.

[1] Consumer means an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft or profession