Committed to making things right
We're sorry to hear you have a complaint. We’re committed to resolving your concerns quickly and fairly. Please tell us what happened, and we’ll work together to make it right.
The quickest way to reach us about your complaint is to chat with us online or call us.
Chat to us online
For a quick response, please use our online chat.
Fastest response
Chat with us about your complaint
Our team are available
Mon to Fri, 8:00 am – 8:00 pm
Sat, 9:00 pm – 5:00 pm
The blue chat button will appear when an advisor is available.
Have an existing complaint?
If you have an existing complaint and we have already been in touch, please reply to the latest email and your response will be sent directly to the person handling your case.
Alternatively, please contact us via telephone or live chat for an update.
Give us a call
If you’re not able to use our live chat (above), please give us a call.
Telephone
Our team members are available from:
Mon - Fri: 8am - 6pm
Sat: 9am - 2pm 1
Other ways to get in touch
Complaint web form
To make a complaint, please log in and complete our online form. We aim to respond within 2 working days. Complaints sent through written channels may take a bit longer to resolve.
Enquiry web form
If you have a question and don’t want to make a complaint, please ask us here. We aim to respond within 2 working days.
Write to us
PO Box 226
Rotherham
S98 1PB
Additional complaints information
The Energy Ombudsman:
The Energy 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 Energy Ombudsman:
Call: 0330 440 1624
Textphone: 0330 440 1600
Email: enquiry@energyombudsman.org
Website: www.energyombudsman.org
Write to: Energy Ombudsman, PO Box 966, Warrington WA4 9DF
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.
To find out more, visit citizensadvice.org.uk/energy for up-to-date information or call on 0808 223 1133 Monday to Friday 9-5pm.
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.
Additional information
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.