Making a business complaint

Tell us if you're unhappy with any of our products, services, sales activities, or the way we have dealt with your complaint. After all, it's how we can put things right and make your energy experience better..

If your complaint is related to energy for your home please click here.

Dealing with your complaints

Want to know what we're doing to get better at sorting out your complaints?

We've put it all in a letter to our industry's regulator.

Read it here (pdf, 1.4MB)this link will open in a new window

Click here to see the results of our complaints resolution audit 2014 (pdf, 140KB)this link will open in a new window

Complaints Process

Simply call, write or fill out our online form


by email: complete the form at the bottom of this webpage »

by phone: 0800 652 4040

by post: Customer Care Team, British Gas Business, Spinneyside, Penman Way, Grove Park, Leicester, LE19 1SZ.

Once we receive your complaint, you should expect to hear back from us between 2 to 5 days. We'll provide you with a final decision to resolve your complaint. We'll make sure the process is quick, hassle-free and keep you updated throughout.

Open Monday to Friday from 08:00 - 18:00


If you're still unhappy with our resolution at step 1, you can ask our Executive Complaints Team to review your complaint

We'll work with you to resolve your complaint, making sure all of our final decisions are fair and reasonable. We aim to get back to you within 5 days.

by email:

by post: Executive Complaints Team, British Gas Business, Spinneyside, Penman Way, Grove Park, Leicester, LE19 1SZ.

We've got a dedicated team ready to help you, should you need to escalate your complaint.

Still unhappy with our service?

If you're a micro business and you aren't satisfied with our final decision or if your complaint hasn't been resolved within 8 weeks - you have right to refer your complaint to the Energy Ombudsman.

Ombudsman Services: Energy

The Ombudsman provides independent and impartial advice - and their service is free.

We'll commit to any decision the Ombudsman makes, which may be different to our original outcome.

This may include an apology and explanation of the findings, taking appropriate action to put things right, or compensation. You can then decide if you want to accept their decision, or ours.

What is a micro business?

Updated 31 March 2014

You will be a micro business if you meet any one of the following conditions:

  • Use less than 100,000 kWh of electricity a year
  • Use less than 293,000 kWh of gas a year
  • Have fewer than 10 employees (or their full-time equivalent) and your yearly turnover, or yearly balance sheet, is not more than 2 million Euros.

The consumption threshold applies to the fuel being supplied.

Contact the Energy Ombudsman

Website: link will open in a new window
by phone: 0330 440 1624
by Textphone: 0330 440 1600
by post: Ombudsman Services: Energy PO Box 966, Warrington, WA4 9DF
Open Monday to Friday from 09:00 - 17:00

Download our Complaints handling process leaflet

Download British Gas Business complaints procedure (pdf, 382kb)this link will open in a new window

Citizens Advice consumer service

The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues, including gas and electricity. They will 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. link will open in a new window
Citizens Advice consumer helpline 0345 404 0506
Open Monday to Friday from 09:00 - 17:00

Email Us

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*Calls may be monitored or recorded to help improve our services to you. Calls to 0800 numbers are free. 0845 numbers are charged at 4 pence per minute plus your telephone company's network charge. For information about calls to 0330 and regional numbers, please contact your network provider as individual call charges will also vary and may be higher.