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:
0330 818 6031
*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:
0333 202 9721
*Mon – Fri 8.30am–5.30pm 1
Or Chat with us when you see the blue icon.
Email us at:
myaccmanager@britishgas.co.uk
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
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
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 we can't agree a way forward (also known as 'deadlock'), you have the right to pass your complaint to the Energy Ombudsman.
The 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.
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 we can't agree a way forward with your broker (also known as 'deadlock'), you have the right to pass your complaint to the Energy 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.
Energy Ombudsman (for micro businesses)
Website:
energyombudsman.org
Contact:
0330 440 1624
Email:
enquiry@energyombudsman.org
Write:
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.
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
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
