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 on the 9th of September 2015.

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 0800 048 0505.

If it’s not a problem about using the site, call us on 0800 048 0202. There are more useful numbers in ‘Help and Advice’ 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.

British Gas Online Account Registration Hive Prize Draw Terms and Conditions 1 March – 14 March 2016

This prize draw (the “prize draw”) is promoted by British Gas Services Limited (who we’ll refer to as ‘us’, ‘we’ and ‘our’ in these Terms and Conditions).

It’s open to residents of Great Britain aged 16 and over who are consumer customers of British Gas and have Homecare with us, but if you are a HomeCare customer who is also a Gas or Electricity customer you are not eligible to enter. British Gas employees and their immediate family, people who act on our behalf, and anyone else connected to this prize draw through their work are excluded from this offer. So we might have to ask you for proof of your name, age and address if you enter. Customers of British Gas Business and consumer customers who have already registered for an online account are not eligible to enter.

Entry to the prize draw opens at 12am (UK time) on Tuesday 1st March 2016 and closes at 11.59pm (UK time) on Monday 14th March 2016 (the qualifying period). We can suspend, end or cancel the prize draw at any time.

Entering the draw

To enter, you need to register for a British Gas online account and you’ll then automatically be placed into the prize draw.

You can do this by visiting: https://www.britishgas.co.uk/Registration/Account-Details-Entry/Link/ID/Register/ and following the prompts. Alternatively, you can download the British Gas smartphone app from the App Store, Google Play or Amazon Appstore and register within the app.

You need to use your own email account to register. We don’t accept responsibility for any technical or connection failures (for example, problems with networks, computers, hardware or software) that might affect or delay your entry.

You can only enter the prize draw once, and you can’t enter through agents or third parties.

We’ll disqualify anyone we suspect of any kind of cheating, deception, or fraud. This includes any kind of manipulation whatsoever. If we don’t enforce this, it doesn’t mean we’ve given up the right to do so.

What you’re agreeing to if you enter

By entering, you’re agreeing to these terms and conditions. We reserve the right to change them at any time.

The prizes

There will be 10 prizes of 1 x Hive Active Heating™ kit with 1 heating zone and installation by a British Gas engineer will be included. Each winner will be given a redeemable code to order their prize and book an installation appointment via the www.hivehome.com website.  The prize must be redeemed using the code given by 31st May 2017 at 11:59pm.

The winners

Within 48 hours of the qualifying period ending, we’ll randomly select 10 (ten) winners (each a "winner").

We’ll let the winners know via email (to the email address used when registering) within 48 hours of choosing them. If a winner doesn’t respond to our email within 7 days of us telling them they’ve won, we’ll draw another winner at random. We won’t get in touch with people who haven’t won.

The winners can’t transfer their prize to someone else; exchange it for cash or anything else.

We reserve the right to substitute the prize with an alternative prize or prizes of equal or greater monetary value if this is deemed necessary due to reasons beyond our control. Our award of a prize is final and we won’t get into any discussions about it.

Redeeming the prize

Once we’ve successfully contacted each winner, we’ll send the winner an email with their unique redeemable code and detailed instructions on how to redeem it.

How we’ll use your information

We will disclose the winner(s) by their full name and the county they live in, to anyone who requests these by emailing DigitalCampaigns@britishgas.co.uk

If you enter, we’ll only use your personal details for the purposes of running this prize draw, unless you’ve also given us permission to contact you by email for marketing purposes.

You’ll only be giving your personal information to us (and, if necessary, people working on our behalf).

We might process your personal information outside of the EU.

Legal disclaimers

We won’t be liable for any damage, loss, liability or injury (except personal injury or death caused by our negligence) as a result of this prize draw.

This prize draw, and any dispute or claim that might arise from it, is governed by English law. If you enter, you agree that the courts of England and Wales have the power to settle any dispute or claim resulting from or related to it

Our registered address is: Millstream, Maidenhead Road, Windsor, Berkshire, SL4 5GD. We’re registered in England and Wales under company number 03141243.