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CONTACT US


WE MAY ALREADY HAVE AN ANSWER FOR YOU...

Take a look at our Help & FAQ section. We have guides and FAQs to help you
manage your British Gas Plus energy account.

In an emergency, if you’ve got no gas or electricity, head to our emergency
guide.


STILL NEED TO GET IN TOUCH?

Our UK-based webchat team can help if you have a question about your energy
account. We’re available 9am-5pm Mondays to Fridays. To chat with us, you’ll
need to log into your online account.

Log in

If you’re having problems logging into your account, then you can reset your
password by giving us the email address you signed up with.

Forgotten password





I WANT TO MAKE A COMPLAINT

The first step to resolving your complaint is to contact either us or your
broker about your issue, we’ve provided more detail about how to do this below.


COMPLAINING TO BRITISH GAS PLUS

If we got something wrong, then we want to put it right.

Speak with our UK-based webchat team. We’ll do all we can to resolve your
complaint quickly:

 * We’ll listen to you to understand what’s gone wrong and why it’s happened
 * We’ll do our best to fix it quickly
 * If we can’t fix it there and then, then we’ll keep you updated and tell you
   what we’re doing to fix your issue

Log in to chat with us

Our Webchat team are available 9am-5pm Monday to Fridays.


BRITISH GAS PLUS COMPLAINTS PROCEDURE

STEP 1 - WE WANT TO SORT THINGS OUT FOR YOU QUICKLY

Our Business Customer Services Team are ready to help you, so please log in to
get in touch. If we can't sort out your complaint right away, we'll give you a
unique reference number which you can use when talking to other members of the
team.

STEP 2 - IF YOU'RE NOT HAPPY WITH HOW WE'RE DEALING WITH YOUR COMPLAINT

Ask our webchat team to put you in touch with a manager. We’ll let you know
we’ve received your complaint within 24 hours and get back to you within 10
working days.

STEP 3 - IF WE CAN'T AGREE A WAY FORWARD WITH YOU

If you're a micro business and we haven't been able to sort things out within 8
weeks, or we can't agree a way forward with you (we call this 'deadlock'), we'll
write and let you know you have the right to refer your complaint to the Energy
Ombudsman.

If you're not a micro business, you may wish to seek independent legal advice.

You don't have to accept their decision, but if you do, we'll act on what they
say - whether that's us saying sorry, explaining what's gone wrong, fixing the
problem or even paying you compensation.

Energy Ombudsman (for micro businesses)

Energy Ombudsman: PO Box 966, Warrington WA4 9DF


Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Website: energyombudsman.org
Opening hours: Monday to Friday, 8am to 8pm and Saturday 9am to 1pm.

If you need independent advice


You can get help with energy problems. This includes issues with your bills or
meters, or if you’re struggling to pay for the energy you use.

If you live in England or Wales, go to citizensadvice.org.uk/energy or contact
the Citizens Advice consumer service on 0808 223 1133. Calls are free.

If you live in Scotland, go to energyadvice.scot or contact Advice Direct
Scotland on 0808 196 8660. Calls are free.

Citizens Advice and Advice Direct Scotland are the official sources of free and
independent energy advice and support.






I WANT TO COMPLAIN ABOUT MY BROKER


BROKER COMPLAINTS PROCEDURE

STEP 1 - SPEAK TO YOUR BROKER

If you have a complaint with your business energy broker, please contact them
directly.

STEP 2 - IF YOU CAN'T AGREE A WAY FORWARD WITH YOUR BROKER

If you're a micro business and you haven't been able to sort things out within 8
weeks, or you can't agree a way forward with your broker (this is called
'deadlock'), you have the right to refer your complaint to the Energy Ombudsman.

The Energy Ombudsman helps to sort out disputes between brokers and their
customers. Their service is free to use and they're totally independent. They
don't take sides and their decisions are based only on the information they
have.

You don't have to accept their decision, but if you do, your broker will act on
what they say - whether that's them saying sorry, explaining what's gone wrong,
fixing the problem, or even sometimes paying you compensation.

If you're not a micro business, you may wish to seek independent legal advice.

Energy Ombudsman (for micro businesses)

Energy Ombudsman: PO Box 966, Warrington WA4 9DF
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Website: energyombudsman.org
Opening hours: Monday to Friday, 8am to 8pm and Saturday 9am to 1pm


MICRO BUSINESS

WHAT IS A MICRO BUSINESS?

You're a micro business if you meet any one of the following conditions:

 * Use less than 100,000 kWh of electricity a year
 * Use less than 293,000 kWh of gas a year
 * Have fewer than 10 employees (or their full-time equivalent) and your yearly
   turnover, or yearly balance sheet, is not more than 2 million Euros.
 * The consumption threshold applies to the fuel being supplied

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British Gas


© 2021 British Gas Plus is a trading name of British Gas Trading Limited.
Registered in England & Wales (No. 03078711). Registered Office: Millstream,
Maidenhead Road, Windsor, Berkshire SL4 5GD.