Make a business complaint
You can quickly and easily tell us about your complaint online.
If you're a residential customer please go to British Gas Home complaints.
What is your complaint related to ?
Complaining about British Gas Lite
Live chat with our customer service team today.
We're available 8am to 6pm Monday to Friday.
Remember, we'll need these details so we can find your Lite account:
- Account number starting with BGL
- Full name
- Business name
- Postcode of supply
British Gas Lite complaints process
We want to sort things out for you quickly
We'll do all we can to resolve your complaint quickly and find a solution that works for you.
- We'll listen to you to understand what's gone wrong and why it's happened
- We'll do our best to fix it quickly
- If we can't fix it there and then, then we'll keep you updated and tell you what were doing to fix your issue. We'll give you a unique reference number
Chat is the quickest way to get your complaint resolved. You can also email us at complaints@britishgaslite.co.uk and we aim to respond within 5 working days.
If you're not happy with how we're dealing with your complaint
Our webchat team are extensively trained and have the authority to make decisions to resolve issues, from metering to billing.
If you're not happy with how were dealing with your complaint, please chat with us and ask the webchat team to put in touch with a manager.
We'll let you know weve received your complaint within 24 hours and get back to you within 5 working days.
If we can't agree a way forward with you
For energy advice and support for any size business, you can contact Citizens Advice or seek independent legal advice.
Citizens Advice
Website:
citizensadvice.org.uk/energy
Contact for free:
0808 223 1133
Advice Direct Scotland
Website:
energyadvice.scot
Contact for free:
0808 196 8660
Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.
Additional support for micro businesses and small businesses
You have the right to pass your complaint to the Energy Ombudsman
- If you're a micro business or small business
- Your business complaint is not solved at 8 weeks
- Or we can't agree a way forward (also known as 'deadlock')
The Energy Ombudsman is there to help sort out disputes between energy suppliers and their customers. Their service is free to use 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 - whether that's us saying sorry, explaining what's gone wrong, fixing the problem or even paying you compensation.
Energy Ombudsman
Website
www.energyombudsman.org
Contact
0330 440 1624
Email:
enquiry@energyombudsman.org
Write to:
Energy Ombudsman Services: Energy
PO Box 966
Warrington WA4 9DF
British Gas business complaints
Live chat with our customer service team today.
We're available 9am to 5pm Monday to Friday.
Prefer to call?
Call us on 0333 202 9766
Remember, we'll need these details so we can find your British Gas business account:
- Account number
- Full name
- Business name
- Postcode of supply
British Gas business complaints process
We want to sort things out for you quickly
We'll do all we can to resolve your complaint quickly and find a solution that works for you
- We'll listen to you to understand what's gone wrong and why it's happened
- We'll do our best to fix it quickly
- If we can't fix it there and then, then we'll keep you updated and tell you what we're doing to fix your issue. We'll give you a unique reference number
Chat is the fastest way to get your complaint resolved. You can also email us at businesscomplaints@britishgas.co.uk and we aim to respond within 5 days.
Or write to us at
Business Customer Services,
British Gas, Winnall Down, Alresford Road,
Winchester, SO21 1FP
If you're not happy with how we're dealing with your complaint
Our Customer Relations team will look into it for you please get in touch. We'll let you know we've received your complaint within 24 hours and get back to you within 5 working days.
Email us at
customer.service.director@britishgas.co.uk
Write to us at
Business Customer Relations team, British Gas,
Winnall Down, Alresford Road,
Winchester, SO21 1FP
If we can't agree a way forward with you
For energy advice and support for any size business, you can also contact Citizens Advice or seek independent legal advice.
Citizens Advice
Website
citizensadvice.org.uk/energy
Contact for free
0808 223 1133
Advice Direct Scotland
Website
energyadvice.scot
Contact for free
0808 196 8660
Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.
Additional support for micro businesses and small businesses
You have the right to pass your complaint to the Energy Ombudsman
- If you're a micro business or small business
- Your business complaint is not solved at 8 weeks
- Or we can't agree a way forward (also known as 'deadlock')
The Energy Ombudsman is there to help sort out disputes between energy suppliers and their customers. Their service is free to use 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 - whether that's us saying sorry, explaining what's gone wrong, fixing the problem or even paying you compensation.
Energy Ombudsman
Website
www.energyombudsman.org
Contact
0330 440 1624
Email
enquiry@energyombudsman.org
Write to
Energy Ombudsman Services: Energy
PO Box 966
Warrington WA4 9DF
You don't have to accept their decision, but if you do, we'll act on what they say - whether that's us saying sorry, explaining what's gone wrong, fixing the problem or even paying you compensation.
If you're not a micro or small business, you may wish to seek independent legal advice.
Broker complaints process
Speak to your broker
If you have a complaint with your business energy broker, please contact them directly.
If you can't agree a way forward with your broker
If you're a micro business or small business and raise a complaint, you can receive more help, support and protection.
If your business complaint is not solved at 8 weeks or you can't agree a way forward with your broker (also known as 'deadlock'), you have the right to pass your complaint to the Ombudsman.
The Ombudsman is there to help sort out disputes between brokers and their customers. Their service is free to use and they're totally independent - they don't take sides, and their decisions are based only on the information they have.
If you’re unsure of which Ombudsman scheme your broker is a member of, please contact them directly.
You don't have to accept their decision, but if you do, we'll act on what they say - whether that's us saying sorry, explaining what's gone wrong, fixing the problem or even paying you compensation.
If you're not a micro or small business, you may wish to seek independent legal advice.
We want to sort things out for you quickly. That's why we'll
- Always aim to respond promptly to your complaint
- Treat you fairly and with courtesy at all times
- Treat any personal or financial details you give us in confidence
- Investigate your complaint fully and explain the findings to you
- Take action to put things right as appropriate and let you know what needs to happen next - whether that's us saying sorry, making a goodwill gesture or giving compensation
- Speak with your network supply operator - if you have a problem with the delivery of your gas or electricity supply - so they can investigate. We'll let you know what they say and pass on any compensation you may be owed
Read more about how we deal with your complaints
Download the PDF file below to have more details about the way we deal with your complaints.
Information
See our Call charges
Consumer means an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft or profession
