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Be sure to take a look at our Frequently asked questions
Still need to get in touch?
Our UK-based team are here to help you with any British Gas question you may have.
Chat available: 9am-5pm, Mon to Fri.
If it isn't urgent then we are more than happy to help you with your questions over email: email@example.com
Email response: 5 working days.
Your British Gas account can help you
- Submit a meter reading
- View your bills
- Check your account balance
- View your documents
If you have a complaint
Our webchat team is ready to help you, so please log in to get in touch. If we can't sort out your complaint right away, we'll let you know what we plan to do next and when you can expect to hear from us.
For details on how we are performing on complaints, please see our Complaints Performance reports.
If you need independent advice
You can get help with energy problems. This includes issues with your bills or meters, or if you’re struggling to pay for the energy you use.
If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.
If you live in Scotland, go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.
Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.
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:
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