Making a complaint. Make a complaint about your gas or electricity account
As soon as we receive your complaint, we’ll do our best to resolve it quickly.
Ways to make a complaint
The simplest way to make a complaint is to log in and complete our online form.
Other ways to get in touch
Write to us
Complaints Management Team
PO Box 226
Additional complaints information
The Ombudsman Service: Energy
The Ombudsman is there to resolve disputes between energy suppliers and their customers. It’s a free service and they’re totally independent. That means they don’t take sides and their decisions are based only on the information they receive. 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 even paying you compensation.
On their website, you can also find a factsheet, which gives you full details about their services and how they can help you.
To contact the Ombudsman Services: Energy:
Energy Independent Advice and Your Rights
It’s easy to get free, independent advice at any time, 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.
You can also get in touch with them using their form Consumer energy query form.
If you live in Scotland, visit energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660 to be sent a leaflet free of charge.
Complaints handling procedure
View a copy of our complaints handling procedure We're listening (PDF 2.6MB).
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.
Our Complaints Performance
We work to strict performance standards. Go to britishgas.co.uk/info to view our Standards of Performance leaflet. It provides more details about the service we provide, the levels of customer care we guarantee and what you’re entitled to from the companies that maintain your pipes and cables.
If you’d like to view the latest Gas and Electricity (Consumer Complaints Handling Standards) Regulations, visit legislation.gov.uk
You can view our latest complaints performance numbers here.
We may record calls to help improve our service to you. Calls to 0330/0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0330/0333 numbers will be part of these.