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British Gas: how to make customer services listen to your complaint

Sophie Smith
British Gas is the least complained-about energy supplier of the Big Six - Bloomberg

It can be hard to get your complaint heard, and even harder to get it resolved. Below, we explain everything you need to know to effectively complain to British Gas, including the relevant addresses, social media pages and chief executive details.


The latest data from Ofgem, the energy regulator, shows that British Gas was the least complained-about energy supplier of the "Big Six" – Scottish Power, npower, British Gas, E.ON, SSE and EDF Energy – in the fourth quarter of 2019, with just 1,228 complaints per 100,000 customers.

Not bad for the UK's biggest energy supplier, which has a 28pc share of the entire gas supply market and a 19pc share of the electricity market. 

However, the energy giant doesn't rate so highly when it comes to how it handles complaints. According to Ofgem, British Gas ranked middle of the pack for resolving customer complaints within eight weeks – the point at which the ombudsman steps in. Just 89pc of grievances were resolved within this time-frame, compared to 96pc of SSE's complaints.

Below, we've listed everything you need to know below to get your complaint heard and resolved.

How to complain directly

British Gas's customer service team is on 0333 202 9532. You can also write to Complaints Management Team, PO Box 226, Rotherham, S98 1PB.

If this doesn't resolve the issue, you can escalate the complaint by contacting the Customer Services Director’s team via customercomplaints@britishgas.co.uk.

It used to be worthwhile sending a letter to the CEO marked "private and confidential", but this isn't as effective as it used to be now that so many people use it. However, the CEO of British Gas, Sarwjit Sambhi, can be contacted on sarwjit.sambhi@britishgas.co.uk. For more chief executive information visit: ceoemail.com 

How to complain via social media

Complaining on social media can be effective. On Twitter, you can contact @BritishGas or @BritishGasHelp – copy @MoneyTelegraph into your tweets so we are aware of your issue.

Alternatively, try contacting the supplier on its Facebook page at facebook.com/britishgas

Energy ombudsman

If your complaint hasn't been resolved in eight weeks, then you can make a formal complaint to the energy ombudsman service.

This is a free, impartial service for energy consumers. It will investigate customer complaints and its decision is binding, so British Gas would have to pay up if it found in the customer's favour.

Call: 0330 440 1624 or write to Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF.