Customer Care Info Clear routes through the phone tree.
BG

United Kingdom Energy

British Gas customer service and complaints

Gas, electricity and home services

Provisional entry Checked 2 Nov 2026 British Gas Trading Limited
0333 202 9802 Support site

British Gas is the UK's largest energy supplier, selling gas, electricity and home services. Complaints follow Ofgem's eight-week process and can escalate to the Energy Ombudsman with a deadlock letter.

Step one

Ways to contact British Gas

Customer service Primary

0333 202 9802

Mon–Fri, 8am–8pm; Sat 8am–6pm

Check the help page for current hours.

Call

Live chat

British Gas chat

See site for hours

Available for account and billing questions.

Open

Formal complaint form

Open complaint form

Use this after contacting support if the issue is not resolved.

Open

Step two

How to complain about British Gas

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Open a formal complaint with British Gas

    Straight away

    Call or write to British Gas and ask for a formal complaint. Give your account number, the dates involved and the outcome you want. Record the complaint reference.

    Use the contact details on this page, then confirm the complaint in writing.

    Ask the agent to read back the complaint summary so the record is accurate.

  2. 2

    Stage 2

    Use the eight-week window

    Eight weeks

    The supplier has up to eight weeks to resolve the complaint. Keep paying your agreed bills in the meantime so the dispute stays about the disputed amount, not arrears.

    Follow up in writing if you have not had a substantive response.

    A holding reply is not a resolution. Ask for a final response with the reasons.

  3. 3

    Stage 3

    Ask for a deadlock letter

    After eight weeks or a final offer

    If the supplier will not resolve the issue, request a deadlock letter summarising its final position. This unlocks the Energy Ombudsman.

    Request the letter by email so you have a dated record.

    Include the deadlock letter with your ombudsman application.

  4. 4

    Stage 4

    Escalate to the Energy Ombudsman

    Usually within six months of the deadlock letter

    The Energy Ombudsman is free and independent. It can order an apology, an explanation, a repair or a financial remedy.

    Apply online with your account details, complaint reference and evidence.

    Be clear about the remedy you want; the ombudsman will test whether it is fair.

  5. 5

    Stage 5

    Report systemic issues to Ofgem

    Any time

    Ofgem does not resolve individual complaints, but it uses evidence of repeated failures when investigating suppliers.

    Use Ofgem's consumer reporting route after the ombudsman stage.

    Keep a short timeline; it makes patterns easy to see.

Step three

Formal complaint letter template

Formal complaint letter template (UK energy). Copy it, fill in the bracketed fields and keep a dated copy.

Template
[Your name]
[Your address]
[Your email]
[Your phone]

[Date]

British Gas
Customer Complaints Team

Account number: [account number]
Supply address: [supply address]
Tariff: [tariff name]

Dear Complaints Team,

I am writing to make a formal complaint about my energy account.

What happened

[Explain the billing, meter, supply or service issue and give dates. Include meter readings and the amounts in dispute.]

What I want

[State the remedy you want: corrected bill, refund, account credit, payment plan or compensation.]

I contacted you on [dates] and the issue remains unresolved. Please treat this as a formal complaint and respond within eight weeks.

If we cannot resolve this, I intend to request a deadlock letter and escalate the complaint to the Energy Ombudsman.

Yours faithfully,

[Your name]

Send it by a method you can prove — email with read receipt, or tracked post — and keep the reference number.

If it is not fixed

Escalate to the regulator

Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.

Ofgem Office of Gas and Electricity Markets UK — energy Ofgem is the UK's gas and electricity regulator. It licenses suppliers and network operators, sets the rules that protect households, administer… Make a complaint Details
EO Energy Ombudsman UK — energy The Energy Ombudsman is the free, independent dispute-resolution service for UK energy complaints. It covers domestic customers and micro businesses,… Make a complaint Details

Questions

British Gas FAQ

How do I complain to British Gas about a bill?

Call 0333 202 9802 or use the complaints page, ask for a formal complaint and a reference, and send meter readings and bill copies. British Gas has eight weeks to resolve it before you can request a deadlock letter.

Can British Gas disconnect me while a complaint is open?

Rules on disconnection are strict, especially for vulnerable customers. Contact British Gas immediately, ask about a payment plan and the Priority Services Register, and contact the Energy Ombudsman if you are threatened with disconnection during an open complaint.

Can I switch energy supplier while I have a complaint?

Usually yes. A complaint does not normally block a switch, and the new supplier handles the transfer. Keep the complaint open with the old supplier, especially if money is owed or a final bill is disputed.

What can the Energy Ombudsman award?

It can require an apology, a clear explanation, corrective action and a financial award where the supplier got things wrong. Awards are decided case by case, so keep receipts and evidence of any loss.

Does the price cap limit my total bill?

No. The price cap limits the unit rate and standing charge on a default tariff, not the total you pay. Your usage still drives the final amount. Compare the rates on your bill with the published cap for your region and payment method.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 2 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

Keep going

Related providers and guides

EC Ecotricity Green electricity and gas EDF EDF Energy Electricity, gas and smart tariffs EN E.ON Next Electricity, gas and smart meters GE Good Energy Renewable electricity and gas
0333 202 9802 Steps Letter