British Gas won't resolve your complaint?

British Gas should aim to resolve complaints as quickly as possible. If your complaint is not resolved within 8 weeks from when you first raised it, or if they issue a deadlock letter before then, you can escalate to the Energy Ombudsman. Some straightforward issues should be fixed much sooner than 8 weeks.

Generally no. You must give British Gas the opportunity to resolve your complaint first. The Energy Ombudsman typically requires that either 8 weeks have passed since your complaint or that British Gas has issued a deadlock letter. Check the Energy Ombudsman website for current eligibility rules.

Ofgem's back-billing rules generally prevent suppliers from billing domestic customers for energy used more than 12 months ago where the supplier was at fault for the billing failure. If British Gas sends you a large catch-up bill, check whether these rules apply to your situation and challenge the bill if appropriate.

The Energy Ombudsman can order British Gas to apologise, explain what went wrong, take practical action to fix the problem, and pay financial compensation. The amount depends on the impact of the issue on you. There is no fixed maximum, but awards typically reflect the actual inconvenience and financial loss you suffered.

Yes, you can usually switch to another energy supplier while a complaint is ongoing. Your right to complain and escalate to the ombudsman is not affected by switching. However, any outstanding balance on your account may still need to be settled. Check Ofgem guidance on switching with a complaint open.

Energy suppliers must follow strict rules before disconnecting domestic customers, especially if you are vulnerable. Contact Citizens Advice immediately on 0808 223 1133 if you are at risk of disconnection. Ofgem rules require suppliers to offer payment plans and take your circumstances into account before taking any disconnection action.

No, the Energy Ombudsman service is completely free for consumers. The energy company pays a case fee regardless of the outcome. You do not need a solicitor or claims company to use the service — you can submit your complaint yourself directly.

Gather all bills and statements, screenshots of online account information, emails and letters exchanged with British Gas, notes from phone calls (date, time, adviser name, what was said), meter readings and photos of your meter, and any engineer reports. The stronger your evidence trail, the better your chances of a favourable outcome.