Make a business complaint
We're sorry you're not happy
If you're a residential customer please go to British Gas Home complaints.
What is your complaint related to ?
Business gas and electricity complaints process:
Get in touch
Our Business Customer Services team are ready to help you. If we can't sort out your complaint right away, we'll give you a unique reference
number which you can use when speaking to other members of the team. If you've written to us, we'll let you know we've received the
complaint within 5 working days and update you regularly until we reach a final position
For small and medium sized enterprises
Contact us:
*Mon – Fri 8am–6pm 1
Or Chat with us when you see the blue icon.
Email us at:
businesscomplaints
@britishgas.co.uk
Write to us at:
Business Customer Services,
British Gas, Winnall Down, Alresford Road,
Winchester, SO21 1FP
For industrial and commercial businesses
Contact us:
*Mon – Fri 8.30am–5.30pm 1
Or Chat with us when you see the blue icon.
Email us at:
Write to us at:
Business Customer Services,
British Gas, Millstream, Maidenhead Road, Windsor,
Berkshire, SL4 5GD
You can also get in touch with your Account Manager if you have one. You'll find the information on your bill
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.
Customer Relations team
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
We'll make every effort to get your complaint sorted within a day of getting it. But sometimes it can take a little longer.
If you're a micro business and we haven't been able to sort things out within 8 weeks, or we can't agree a way forward with you (we call this 'deadlock'), we'll write and let you know you have the right to refer your complaint to the Energy Ombudsman.
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.
Alternatively, you can also contact Citizens Advice . For independent energy advice and support.
If you're not a micro business, you may wish to seek independent legal advice.
Energy Ombudsman (for micro businesses)
Website:
Contact:
Email:
Write:
Energy Ombudsman Services:
Energy, PO Box 966,
Warrington WA4 9DF
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 and you haven't been able to sort things out within 8 weeks, or you can't agree a way forward with your broker (we call this 'deadlock'), you have the right to refer your complaint to the Energy Ombudsman Services
The Energy Ombudsman helps to 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.
You don't have to accept their decision, but if you do, your broker will act on what they say - whether that's them saying sorry, explaining what's gone wrong, fixing the problem or even sometimes paying you compensation.
If you're not a micro business, you may wish to seek independent legal advice.
Energy Ombudsman (for micro businesses)
Website:
Contact:
Email:
Write:
Energy Ombudsman Services:
Energy, PO Box 966,
Warrington WA4 9DF
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
What are my rights as a consumer?
If you're a consumer 2 (micro-business or residential customer who has a business energy contract for all, or part of their premises) please contact us first, as we'd like to resolve this complaint as quickly as possible with you directly.
If you need independent advice
If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on
Calls are free.
If you live in Scotland, go to energyadvice.scot or contact Advice Direct Scotland on
Calls are free.
Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.
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
