Energy

How to Complain About British Gas

British Gas is the UK's largest domestic energy supplier. Common complaints include billing errors, smart meter problems, missed engineer appointments, and poor customer service.

UK Guide · Updated 2026 · Based on current ombudsman procedures

Common British Gas complaints

Incorrect energy bills or overcharging
Smart meter installation or reading problems
Missed or cancelled engineer appointments
Difficulty switching tariff or supplier
Poor customer service and long wait times
Direct debit increases without notice

How to contact British Gas

Phone

0333 202 9802

complaints@britishgas.co.uk

Postal address

British Gas, Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD

Official complaints page

Step-by-step escalation guide

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See the Energy escalation guide for the full process.

Time limits and deadlines

8 weeks from your initial complaint, or if you receive a deadlock letter

Which ombudsman handles British Gas complaints?

If British Gas fails to resolve your complaint within the required timeframe, you can escalate to the Energy Ombudsman — which is free, independent, and has the power to award compensation.

Tips for complaining to British Gas

💡Always get a complaint reference number and write down the name of who you speak to
💡Request a 'deadlock letter' if they say they cannot resolve your issue — this lets you go straight to the ombudsman
💡Keep copies of all bills that show incorrect charges as evidence
💡The Energy Ombudsman can award up to £10,000 in compensation
💡If your supply is at risk of being cut off unfairly, contact Citizens Advice immediately

Important: This guide is for general information only. Procedures and time limits can change. Always verify current requirements with the relevant ombudsman or regulator. This is not legal advice.

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