Complain to British Gas
UK energy and home services provider
UtilityHow to complain
British Gas handles complaints through its official online form.
Common British Gas complaints
Know your exact situation?
Step-by-step guides for the most common British Gas disputes - the law that applies, deadlines, and a template letter for each.
British Gas ombudsman & regulator routes
Which ombudsman handles British Gas complaints?
Energy Ombudsman. Once British Gas’s own complaints process is exhausted (after 8 weeks or a deadlock letter), you can take your complaint there for free. Go to the ombudsman. Read our Energy Ombudsman guide.
Can you complain to Ofgem about British Gas?
Not for individual disputes: Ofgem sets the rules for the sector but does not resolve personal complaints or award compensation. Complain to British Gas directly first and keep written records, then escalate to Energy Ombudsman if it stays unresolved after 8 weeks or you receive a deadlock or final-response letter. You can still report British Gas to Ofgem to flag systemic problems, but that will not get your own money back.
Laws that protect you
Consumer Rights Act 2015
Utility services must be performed with reasonable care and skill.
Ofgem Standards of Conduct
Rules for fair treatment and accurate billing.
Tips for British Gas complaints
- Take regular meter readings and photos
- Keep copies of all bills and statements
- Energy companies must give notice before price increases
- You can switch supplier without penalty in most cases
- The Energy Ombudsman can help after 8 weeks
If British Gas doesn't respond
- 1
Customer Service
Allow 14 daysContact your energy supplier’s customer service team
- 2
Formal Complaint
Submit a formal written complaint with your account number and meter readings
- 3
- 4
How to complain
British Gas handles complaints through its official online form.
Expected response time
56 days
Energy suppliers have a statutory 8-week window before you can escalate to the Energy Ombudsman
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Frequently asked questions
Tools & guides for your British Gas complaint
Free calculators and explainers that strengthen the case you make to British Gas.
- Loyalty penalty calculatorCalculate how much you’re overpaying.
- Energy bill complaint generatorDraft a complaint about overcharging or billing errors.
- Water bill overcharging checkerCheck if you’re overpaying on water.
- Ombudsman finderBeing ignored? Here’s who to escalate to.
- Consumer rights checkerFind the laws that back you up.
- Response deadline trackerTrack if a company exceeded their response time.
- Telecoms ombudsman: escalate after 6 weeks, not 8Ofcom cut the telecoms ADR wait from 8 weeks to 6 on 8 April 2026. When you can escalate a broadband or mobile complaint, to which ombudsman, and how to skip the wait.
- 0% VAT on electricity from 1 October: check your billVAT on household electricity drops to 0% from 1 October 2026, worth around £45 a year - fixed tariffs included. How to check your bill got it, and what to do if not.
- Klarna & Clearpay complaints: your new rights from 15 July 2026BNPL comes under FCA regulation on 15 July 2026: affordability checks, real support in hardship, and Financial Ombudsman escalation. What changes and how to use it.
- How to reclaim bank charges and overdraft feesWrongly applied fees, hardship charge spirals, and mis-sold packaged accounts are all reclaimable - free, without a claims company. Here’s the route that works in 2026.
Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.
Other Utility companies
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Read your British Gas letter first, with the law that applies to it. No account until you want to keep the draft and track what they do next.
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Work at British Gas? Reply to complaints here.
Don't let British Gas ignore you
A letter that cites the law, sets a deadline, and says what happens when it passes.
Create my British Gas complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to British Gas or any of the companies listed on this site. Contact information is sourced from publicly available company websites. This page is for informational purposes only and does not constitute legal advice.
Last reviewed: by NoReply Editorial