Creditor, lender or debt-collection entity

British Gas

Independent information about British Gas energy arrears, payment support, debt recovery and complaints.

British Gas says customers who are struggling to pay should contact it as soon as possible so it can discuss options to make payments more affordable. Its current guidance also explains the steps that can follow continued non-payment and says disconnection is considered only after other options have been explored.

What role does British Gas have?

Original creditor

The company contacting you is not necessarily the company that legally owns the debt. Check the original creditor, current owner and the role stated on your latest correspondence.

Legal identity and regulatory position

British Gas Trading Limited is an active company registered in England and Wales under company number 03078711 and is the legal entity used for British Gas domestic energy trading.

British Gas domestic energy supply and complaint handling sit within Ofgem’s energy regulatory framework. British Gas Trading Limited is an active UK company under company number 03078711.

Contacting British Gas

Use British Gas’s official bills-and-payments or struggling-to-pay routes, or current account correspondence. Have your account details and an accurate view of what you can afford before agreeing a repayment arrangement.

If you want to complain

British Gas publishes a dedicated energy complaints process covering bills, payments, tariffs and meter issues. Eligible unresolved energy complaints can ultimately be escalated through the applicable Energy Ombudsman route.

What to check before paying or agreeing a plan

  • Confirm the account reference and original creditor match your records.
  • Check whether the company says it owns the debt or is collecting for another organisation.
  • If you do not recognise the debt, ask for clarification before making a payment or admitting liability.
  • Keep copies of letters, emails, payment offers and complaint correspondence.
  • Do not agree to a repayment amount that is not affordable alongside priority household bills.

Related guidance

Important: YourFinances.co.uk is not affiliated with British Gas. This page provides general information and does not confirm that any debt is valid, enforceable or owed by a particular person.