How to complain

We’re really sorry you’re not happy, we want to sort things out for you quickly.

Please only contact us if it’s urgent, so we can help those most in need. Thank you for your patience.

0333 202 9433^[5]

If you need independent advice

The Citizens Advice consumer service gives free, confidential and impartial advice. You can get in touch with them for advice at anytime during the complaints process:

• 0808 223 1133^[1]
• www.citizensadvice.org.uk/energy
• Consumer energy query form

Know your rights

It's easy to get free independent advice so that you "Know your rights" as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.

The document produced by the Citizens Advice service provides more information about where energy consumers can get free independent information and advice about their energy supply and ways to reduce their energy bills.

We always aim to resolve complaints as quickly as possible

We'll make every effort to resolve your complaint within a day of receiving it. However, sometimes it can take a little longer, so if we haven't been able to sort things out within eight weeks, or if we can't agree a way forward with you (we call this 'deadlock'), we'll write and let you know that you have the right to pass your complaint to the Ombudsman Services: Energy.

The Ombudsman is there to help sort out disputes between energy suppliers and their customers. It’s free to use their services 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. That might mean saying sorry, explaining what’s gone wrong, fixing the problem or paying you compensation.

You'll find the Ombudsman’s factsheet, which gives you full details of their services and how they can help by contacting them in the following ways:

• 0330 440 1624^[1]
• 0330 440 1600^[1] (Textphone)
• www.ombudsman-services.org/energy
• email: enquiry@ombudsman-services.org
  

Complaints handling procedure

View a copy of our complaints handling procedure.

If you would also like to view a copy of the "Gas & electricity (Consumer complaint handling standards) Regulations 2008", please visit www.legislation.gov.uk.

If you are unhappy with our service and would like to make a complaint, you can call us on:

0333 202 9560^[4]

or email: installationcomplaints@britishgas.co.uk

Alternatively you can write to us:

Customer Relations, Central Heating Installations
British Gas/Scottish Gas Services
PO Box 177, Stockport, SK1 2FB

For complaints about loans

If you want to make a complaint about a loan you took out for your boiler, you can get in touch by calling on 0333 202 9560^[4] or email Loancomplaints@britishgas.co.uk. You can also write to us:

Loan complaints team (Installations)
British Gas/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 Alternative Dispute Resolution service (Utilities ADR) or Financial Ombudsman Service depending on what you are complaining about. These are free, independent services which can consider complaints about our range of goods and services and financial services matters. For more information visit:

• www.utilitiesadr.co.uk
• www.financial-ombudsman.org.uk

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.

Complaints policy

View a copy of our complaints handling procedure and policy.

Complaints data

We are committed to working hard to provide an excellent customer experience. This includes dealing with any problems that may arise in a fair and efficient way, and with minimal disruption to our customers. We welcome all customer feedback, as this provides us with further opportunity to learn from our mistakes and continually improve our service.

The following summary shows the number of complaints we received, from 1st July 2019 to 31st December 2019 in relation to loans sold. It has been prepared in line with guidelines from the Financial Conduct Authority.

During the reporting period we received 44 complaints from customers who used a loan to purchase one of our products.

Putting this into context, 29,788 loans were sold during this period which means the complaints received represent 0.2% of all loans sold in this period.

Our return relates to the consumer credit element of the return made for British Gas Services Ltd (BGSL).

• Firm names: British Gas Services Ltd (BGSL)
  
• Period covered in this report: 1st July 2019 to 31st December 2019
  
• Brands/trading names covered: British Gas New Heating Ltd