Our terms and conditions

All the small print about using the British Gas website

By using this website, you’re agreeing to these terms. If you don't accept the terms, don’t use the website.

Want to read these terms and conditions on paper? Go to 'File' in your toolbar and click 'Print'.

We last updated this page in October 2017.

Your British Gas account

If you want to manage your account online, you’ll need to give us an email address and password. When you do this, you’re authorising us to carry out all the instructions you give us online.


You can only get into your online account if you log on with your email address and password.

If those details are entered wrong three times, we’ll block your account to protect your information. To get back in, you’ll need to phone us so we can reactivate it.

Keep your password to yourself. Don’t even share it with one of our customer service advisors, and never write it down.

If you think someone might know your password, change it straight away online or over the phone.

If we need to talk to you

From time to time, we might need to contact you about your account. We’ll normally do that over email, which is why we need a valid email address from you.

Go to ‘Your Account’ if you need to change yours.

If you need to talk to us

Once your account is set up and you’ve logged in, you can get in touch through the ‘Help and Advice’ section of the website. (If you think you’ve found a fault on our website, please let us know on that page.)

Prefer to phone us?

If you’re having problems using your online account – like if you can’t pay your bill or you’ve forgotten your password – call us on 0333 202 9805[1].

If it’s not a problem about using the site, call us on 0333 202 9802[1]. There are more useful numbers in ‘Help & Support’ if you need them.

Unused and duplicate accounts

We’ve got the right to cancel or delete your account if you’ve:

  • Set up more than one account for the same supply.
  • Given us an invalid email address.
  • Not used your account for 12 months.

If we can, we’ll email you to tell you we’re discontinuing your account. Your supply won’t be affected, and we’ll keep sending you paper bills.

You can set up a new online account any time – you just won’t be able to use your old one.

Changing your supply address

If you’re moving house, we’ll need to see your last meter readings. Then we’ll email you a final bill, which will be on the website for six months.

If you want us to supply the gas or electricity (or both) at your new address, you can use your same online account to sign up, or go to britishgas.co.uk. We’ll swap your old account for a new one – but your login details will still be the same.

Making changes

We’ve got the right to remove or stop supplying any product or service on our website at any time. We don’t have to give any notice, and if we do remove a product or service, we won’t be responsible to you.

Getting products and services from us

We can change the prices and details of the products, services and offers on our website without giving notice. These changes won’t affect any agreements or services you already have with us unless your contract specifically says we’re allowed to make changes to your account.

We can only provide you with products and services if they’re available – and we can’t guarantee they will be.

None of the information on this website is an offer to sell (or buy) anything. You can apply for our products and services, but it’s ultimately up to us whether we provide them.  

Using this website for business

This website is only for personal use. If you use any of these services for business purposes, we could charge you.

Copyright rules

The copyright in the material contained in this website belongs to us or its licensed owner. You can copy any part of this material as long as:

  • You don’t use it for business purposes.
  • The copies keep any copyright notices from the original material.

The products, processes and technology described on this website may be controlled by other copyrights or patents that we (or other people) have. This section of the terms and conditions doesn’t give you the right to copy those.

Similarly, all the images on this site are protected by copyright and you must not reproduce them or use them without the owner’s written permission.

Changes to terms and records of agreements

We have the right to change these terms and conditions at any time.

It’s your responsibility to read the terms and conditions regularly to make sure you’re aware of any changes. If you use the website after we’ve changed something, we’ll take this to mean you’ve accepted the changed terms and conditions.

We recommend that you print off these terms and conditions from time to time and keep a copy. You should do the same for any terms and conditions of specific products and services you apply for online – and a copy of the application form you filled in, too.

We or, if appropriate, the company you have a contract with must agree to any changes to these terms and conditions in writing.


The headings used in these terms and conditions are only for your convenience. They don’t affect the meaning of the terms and conditions.

Intellectual property rights

We own intellectual property in this website. That includes database rights, design rights, rights in know how, rights in inventions (whether registered or unregistered), patents and all rights to apply for registration.

The images, logos and names on this website are to identify us, a British Gas company or any other organisation and their products and services. They’re our trademarks or the trademarks of the other organisation. Nothing on this website gives anyone any licence or right to use any image, logo or name.

Jurisdiction and law

The products and services described on this website are only available in Britain (unless we’ve said otherwise).

That’s why the information on this website is only aimed at British residents, and we won’t accept applications from anyone else (again, unless we tell you otherwise).

We don’t claim that any of our products or services are available or appropriate for use in other countries. So the information and other materials on this site may not meet the laws of any other country.

If you’re looking at this website from another country, it’s your responsibility to make sure you meet local laws.

The phone numbers on this site are for calls made within the UK.

The laws of England and Wales apply to these terms and conditions, and any of the terms and conditions for the products and services on this websites. If there’s a dispute about these terms and conditions, it’ll be dealt with in the courts of England and Wales (unless you live in Scotland, in which case, Scottish laws apply).

Links to other websites

Certain links on this website will take you to other sites that we don’t control. When you click these links, you’ll leave our website. Because we don’t control these websites, we won’t accept any responsibility or liability for the material you find there.

By using links to third party websites, we don’t intend to get business from – or offer security to – any person, in any country, directly or indirectly.

We won’t accept any responsibility or liability for the websites we frame.

Monitoring phone calls and emails

We may monitor and record our calls and emails, so we can find out where we need to improve and check we’re keeping to our normal practises and procedures.

It also means we’ve got evidence of any contract you take out over the phone or online.

Who owns this website?

Britishgas.co.uk is a British Gas website and belongs to British Gas Trading Limited (British Gas).

British Gas is a Centrica business.

Our registered office is Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD.

Our trading company number is 03078711.

Product terms and conditions

If you apply for any product or service we’ve mentioned on this website, you should check these terms and conditions, and the terms and conditions of the product or service itself. If there’s any contradiction between the two, the specific terms and conditions of the product or service will apply. (For the purposes of these terms and conditions, ‘product or service’ includes our insurance and financial services.)

Using the website

To use this website, you need a browser like Microsoft Internet Explorer 10+, Mozilla Firefox 29+, Chrome 34+ and any other modern web browser compatible with HTML5 and CSS3.

The information on this website isn’t advice – financial or otherwise. You must not rely on it when you’re making investment decisions or buying financial services.

Using our terms and conditions

If any of these terms and conditions (or this website’s terms and conditions about our products and services) are found to be illegal, invalid or otherwise unenforceable under the laws of the state or country in which they’re meant to be effective, we’ll delete the right terms – but only in the state or country where they are illegal, invalid or unenforceable. The rest of the terms and conditions will still be effective, binding and enforceable.

We’re still liable for death or personal injury as a result of our negligence – these terms and conditions don’t exclude that.

Things to know

We’ve taken care building this website, but we don’t endorse any of the information, names, images, pictures, logos, icons and so on relating to British Gas or the British Gas group of companies – or their products and services for any other organisation's products and services.

We normally don’t give any warranties of any kind, unless we have to for legal reasons (in those cases, we’ll explicitly say it’s a warranty). So we normally never suggest that any of our products or services will be:

  • Of satisfactory quality.
  • Fit for a particular purpose.
  • Legal.
  • Compatible with equipment you already have.
  • Secure.
  • Accurate.

As far as the law allows, we’ll exclude all such terms and warranties. We will not, under any circumstances, be responsible for any losses you suffer as a result of using this website including loss of profits, loss of data or loss of goodwill, whether these losses are direct or indirect, nor any indirect financial (or monetary) losses, losses that are not a direct consequence of our behaviour and losses that we could not have been expected to foresee.

Although we do our best to check all the information on this website, mistakes do happen – so we can’t warrant that all the information is accurate or complete. We won’t be responsible for checking that the information is accurate or complete, or if any person relies on the information.

We do not warrant that the functions or materials on this website, or which you can access from this website, will be uninterrupted or free from errors, that we will correct any errors, or that this website or the server that makes it available are virus or bug free or represent the full functionality (range), accuracy and reliability of the materials.

We are not responsible if you cannot access or use the site due to the failure of any machine, data-processing system or transmission link, any period of maintenance, change, repairs, alteration to or failure of computer systems, any industrial dispute or anything beyond our reasonable control or beyond that of our agents or sub-contractors.

We may record calls to help improve our service to you. Calls to 0800 numbers are free from mobiles and landlines. 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.

[1] Monday to Friday from 9am until 5pm.