How to Contact & Complain to British Gas (Complete Guide)
Whether you're dealing with an incorrect bill, a missed engineer appointment, a smart meter issue, or poor customer service, this guide covers every way to make a complaint to British Gas — and what to do if they don't fix it.
British Gas Contact Number UK (Customer Service & Complaints)
The fastest way to raise a complaint is by phone. Always note down your complaint reference number at the start of the call — you will need this if you escalate later.
British Gas Complaints Email:
To reach out via email, use
customercomplaints@britishgas.co.uk.
Include your account number, full name, and a detailed
description of your issue for prompt assistance.
Text Relay Service:
If you are speech impaired or hard of hearing, add
18001 before any British Gas contact
number to use the text relay service.
British Gas Social Media:
You can also contact British Gas via Twitter/X (@BritishGasHelp
or
@BritishGas) and
Facebook
by sending a private message. Social media teams often
resolve issues faster than the phone line.
How to Complain to British Gas: Step by Step
-
1Call or Email British Gas DirectlyYour first step is always to contact British Gas directly. Call 0333 202 9802 or email customercomplaints@britishgas.co.uk. Explain your issue clearly, ask for a complaint reference number, and note the name of the person you spoke with.Keep a written record of every call: date, time, agent name, and what was said.
-
2Send a Formal Written ComplaintIf your phone call did not resolve the issue, send a formal written complaint. A letter creates a legal paper trail. Use the free template below and send to: Complaints Management Team, PO Box 226, Rotherham, S98 1PB.Send by Royal Mail Tracked so you have proof of delivery.
-
3Wait for British Gas to RespondBritish Gas must acknowledge your complaint and aim to resolve it within 10 working days. For complex issues this can take longer. They must keep you updated throughout the process.
-
4Escalate to the Energy Ombudsman (if needed)If British Gas has not resolved your complaint within 8 weeks, or you receive a "deadlock letter", you can escalate to the Energy Ombudsman — a free, independent service whose decisions are legally binding.The Ombudsman can award compensation and force British Gas to take action.
Free British Gas Complaint Letter Template
Copy this template, fill in the highlighted sections, and post to British Gas. Sending a formal letter significantly increases the chance of a quick resolution.
British Gas
PO Box 226
Rotherham, S98 1PB
Dear Sir or Madam,
I am writing to formally raise a complaint regarding my British Gas account number [account number]. Despite [number] previous attempt(s) to resolve this matter by [phone/email/live chat], I have not received a satisfactory response.
Nature of the complaint:
[Clearly describe your issue — e.g. "I have been incorrectly billed £XXXX for the period XX/XX/XXXX to XX/XX/XXXX, despite providing accurate meter readings on XX/XX/XXXX."]
What I am requesting:
[State exactly what you want — e.g. a full refund of £XXX, a corrected bill, a written apology, or compensation for inconvenience.]
I understand that British Gas has 8 weeks to resolve this complaint before I am entitled to escalate the matter to the Energy Ombudsman. I look forward to your written response within 10 working days.
Yours faithfully,
[Your Signature]
[Your Printed Name]
[Your Phone Number]
[Your Email Address]
Why People Complain About British Gas
British Gas is one of the largest energy suppliers in the UK, but like any major provider, customers often face common issues. Understanding these problems can help you identify your situation faster and take the right action.
Many customers complain about unexpectedly high bills. This is often caused by estimated meter readings, tariff changes, or increased usage during winter months. Always check your actual meter readings and compare your tariff.
Smart meters may stop sending readings automatically, leading to estimated bills. Connectivity issues or technical faults are common. In such cases, submit manual readings and request a fix from British Gas.
Long waiting times on calls and delayed responses are a frequent complaint. Peak hours and high demand can increase waiting time, making it difficult to get quick support.
Incorrect charges, duplicate bills, or wrong meter readings can lead to billing disputes. If this happens, you should raise a complaint immediately and request a corrected bill.
British Gas Compensation You Can Claim
British Gas is legally required to pay compensation under Ofgem's Guaranteed Standards of Service. If your issue qualifies, you may be owed money automatically — even if you don't ask for it.
| Issue | Compensation | When It Applies |
|---|---|---|
| Missed engineer appointment | £30 | Engineer does not arrive in agreed window |
| No gas/electricity (supplier fault) | £30+ | After 24 hours without supply |
| Wrongful disconnection | £80 | Supply cut off when account is not in debt |
| Failure to respond to complaint | Varies | No response within agreed timescale |
| Incorrect billing / overcharge | Full refund | Bill based on estimated or wrong readings |
British Gas Customer Service Opening Hours UK
British Gas customer service is typically available Monday to Friday from 8am to 8pm, and Saturday from 8am to 6pm. Opening hours may vary during holidays or peak periods.
All Ways to Contact British Gas (Phone, Email, Live Chat & App)
- Phone support (fastest for urgent issues)
- Email support for formal complaints
- Live chat via website
- British Gas mobile app
- Online account dashboard
Energy Ombudsman
If your complaint remains unresolved after eight weeks, or you are dissatisfied with the response provided by British Gas, you can escalate the matter to the Energy Ombudsman. This service is impartial and completely free for energy consumers. They will thoroughly investigate your complaint, and their decision is legally binding — British Gas must comply.