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
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)