My energy company has been bought by British Gas, what do I do?

Why has British Gas started supplying my energy?

When your previous supplier stopped trading, the regulator Ofgem appointed British Gas as your supplier.

We know this wasn't your choice this time, but don't worry, you're in safe hands. We'll do everything we can to make this a smooth transfer for you.

You can find out more directly from Ofgem.

Will I lose my gas or electricity supply?

No, your energy supply will continue uninterrupted through the transfer process. You won't notice a thing.

What should I do now?

You don't need to take any action, either with your previous supplier or British Gas. We'll work together with them to make your supply transfer as smooth as possible.

However, it is a good idea to take a note of your meter readings. While we'll aim to get your readings from your previous supplier, in our experience there can be delays and issues with the information coming through to us, so it's useful to have an accurate reading at the point your supply transferred to make sure your bill is accurate. Don't send them to us yet - we're in the process of setting up your account and will be in touch when we can accept them.

When will my account be set up?

We'll be working to transfer your details onto our system as soon as we can. This can take a few weeks and we'll be in touch with you to let you know when this is complete.

When your account is set up you'll be able to register for an online account so that you can submit meter reads, view bills, make payments and update details online.

How do I set up a Direct Debit with British Gas?

Once we've set up your new British Gas account, we will contact you with instructions on how to set up a Direct Debit. If you don't set up a direct debit you'll need to use an alternative payment method to pay bills. More details on these alternative payment methods can be found on our Make a payment page.

Will I stay on the same tariff?

No, as your energy supply is transferring away from your previous supplier you won't stay on the same tariff you were on with them.

We've created a deemed price for new customers, to get you on supply with us smoothly and simply. There's no Exit Fees and we'll confirm this pricing to you in writing within two weeks of the initial announcement from Ofgem.

We'll let you know once your account is set up, and you can choose to stay on this one, switch to another business energy tariff from our range of options or switch to a different supplier.

What happens to the credit I had with my previous supplier?

Don't worry, British Gas will honour your credit balances.

However, the process isn't quick and in our experience can take 2-3 months. We need to wait for your previous supplier and their administrators to provide us with the details of what credit remains on your previous account, which we will then be able to apply to your new British Gas customer account. This process will be quicker if you don't switch to another supplier before the credit is added to your account.

We know this isn't an ideal situation and will keep you informed throughout. Any valid credit balances will be honoured, and we'll be in touch to tell you when the credit has been transferred to your new British Gas account.

Can I move to another supplier before the transfer to British Gas?

Our advice is to complete your transfer to British Gas first, before you think about switching to another supplier. That will make the process of returning any credits you had with your previous supplier much more straightforward.

We'll let you know as soon as we've finished transferring you over and applied any credits to your account.

Can I leave without paying any Exit Fees?

You can switch to a new tariff or a new supplier. You won't pay any exit fees.

Our advice is to wait until your account is set up before switching. If you're moving to a new supplier, let them know you're switching from British Gas and they should sort everything out for you.

I started switching to another supplier, then found out my previous supplier had stopped trading. Will my transfer still go ahead?

Yes, your transfer should go ahead as normal and you'll hear from your new supplier. If not, you can start your switch again as soon as your account is fully set up and you won't pay any exit fees.

What happens if I had outstanding payments or debts with my previous supplier?

We're working with the parties involved to understand how any outstanding payments or debt will work. It may be several weeks until the approach for customers in this situation is agreed, after which either British Gas or the appointed Administrator will be in touch with you.

Need help understanding our services?

If you need help understanding our services, you can find out more in our codes of practice. You can find them online on our Useful Information page.

How do I contact you?

The easiest way to get in touch is to call us on 0333 009 5776. Our phone line will be open from 9am - 5pm Monday to Friday.

I've already complained to my previous supplier. Can you sort it out for me?

If you have a complaint, we may be able to help you. Please call us on 0333 009 5776. Our phone line will be open from 9am - 5pm Monday to Friday.

Already escalated your complaint to the Ombudsman Services or Citizens Advice?

They will contact you to explain what happens next. If you don't hear from them, visit our complaints page and we'll see what we can do to help.

What do I do if there's an emergency with my gas supply?

The National Gas Emergency number is 0800 111 999. Call free if you think you have a gas leak, or you're worried that fumes escaping from a gas appliance contain carbon monoxide.

What do I do if there's an emergency with my electricity supply?

The electricity emergency number is 105. Call if you have an electrical emergency or a power outage. You'll be put through to your local electricity network operator who can help. It's free from most landlines and mobiles in England, Scotland and Wales.