Complaining about British Gas
How to complain to British Gas about energy billing, payments or arrears and when eligible unresolved complaints may be escalated.
British Gas publishes a formal complaints process for energy customers. Keep a clear record of the issue, dates, account references and the outcome you want. Where an eligible complaint remains unresolved, the applicable Energy Ombudsman route may become available.
Raise the complaint with British Gas first
Use British Gas’s official complaint route and identify the specific bill, payment, meter or arrears issue. Keep copies of any supporting evidence and responses.
Escalation
British Gas explains the stages of its complaint process and external escalation. Check the current complaint guidance for the applicable timing and eligibility before referring a case to the Energy Ombudsman.