Making a business energy complaint

We're really sorry you're not happy. We want to sort things out for you quickly.

Dealing with your complaints

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

Step one - Complaints process

Simply call, write or fill out our online form

By email: Complete our online form

By phone: 0330 100 0222*
Open Mon-Fri 8am-6pm, Sat 9am-1pm

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

Once we receive your complaint, you should expect to hear back from us within 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.

Step two

If you're still unhappy with our resolution at step 1, you can ask our Customer Relations 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 working days.

By email: customer.service.director@britishgas.co.uk

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

Step three

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')

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?

You're 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: www.ombudsman-services.org/energy.html

By phone: 0330 440 1624
Open Mon-Fri 9am-5pm

By textphone: 0330 440 1600

By post: Ombudsman Services: Energy PO Box 966, Warrington, WA4 9DF

Download our complaints handling process leaflet

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.

Website: www.citizensadvice.org.uk/energy

By phone: 0345 4040 506
Open Mon-Fri 9am-5pm

* call charges may apply.