British Gas complaints
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Know your rights
There’s no jargon in our rights guides. Instead, they’re full of the info you need to get things sorted. We’ll always be on hand with guidance and support to help you get the results you’re looking for.
Get your voice heard
You can be certain that you’re talking to the right person at the right time. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution.
I want to get hold of British Gas (BG) customer services
resolver can help you contact British Gas customer services for all your communications, from simply changing your address to concerns over billing or a dispute. If something then goes wrong and you are disatisfied, you have a complete record of your case that you can send to the ombudsman.
How do I make a British Gas complaint using resolver?
If you want to make a complaint about British Gas using resolver, then the process could not be simpler. All you do answer a few simple questions as resolver finds out precisely what sort of complaint you wish to make. We will then offer you our initial advice on how to proceed with the British Gas complaint. If you wish to continue with your complaint, we will help you create an email to send to British Gas. This will detail your issues and spell out how you would like your complaint to be resolved. Alternatively, you can make your complaint by phone.
How does resolver keep records of my British Gas complaint?
resolver records all your details about your British Gas complaint in a detailed case file. we also keep a record of any correspondence you send via resolver and any phone calls you make using our app. We will also keep everything together in your case file, and will help you to package it up if you decide to escalate your complaint beyond British Gas.
What if I cannot resolve my complaint with British Gas
Eight weeks of submiting an issue to British Gas, you have the right to send your case to Ombudsman Services for electricity or gas disputes. Ombudsman Services is there to independently assess your case for free. resolver will remind you when to send your case file to the ombudsman. It can also send it into the imbudsman for you for free.
If the issue relates to British Gas home support services (boiler support, drains/water support or electricial support) then the Financial Ombudsman Service will help resolve your case. Again, if you cannot resolve your issue after eight weeks, you can send your case over to Financial Ombudsman Service for no charge.
Is it free to make a British Gas complaint via resolver?
Absolutely. Making any complaint via resolver will never involve any costs for you, the consumer, other than the cost of any phone calls you make (at the cost of a national-rate call).
To view the British Gas contact details press the button belowView British Gas complaints contact details
British Gas (BG) is a key supplier of energy (electricity and gas) as well as support services such as boiler, electricial and water/drains insurance and is one of the companies you can submit issues to through resolver.
British Gas Customer Services
You can use resolver to contact customer services and record all your communications (including your phone calls) and to manage your case simply and easily for free. Alternatively, if you want to contact British Gas directly, their contact details are here.
Complaining to British Gas
resolver can also help you submit and manage your complaint against British Gas for free, quickly and simply. resolver is a free, simple way to manage and resovle your complaint.
Know your rights - resolver will explain the facts to you with our complaints guide
Prepare your communications - help you prepare your emails or record your phone calls
Keep a record - record all your communications for free
Explain what to do - knows what you should do and when and will remind you when you should take action; and
If not satisfied - if you cannot resolve your issue then send your case to the Ombudsman for you
What if you cannot resolve your case?
After eight weeks of submitting your issue to British Gas, you can submit your case to the ombudsman. For British Gas, the ombudsman is Ombudsman Services, see here, with resolver you will be remind when to escalate your case and we can send the case for over to Ombudsman Services for free.
Submit your issue quickly and easily
If you need any advice with your issue then 'Get Started' and find out your rights with resolver and our Advice Guide to explain your rights and if you then want to submit a case, sign up and we will create you a case file to help you manage and resolve your issue.
British Gas Background
British Gas is the biggest energy supplier in the UK, and one of the ‘big six’ companies that dominate the British energy market (along with E.ON, EDF Energy, npower, SSE and Scottish Power). After becoming a private company in 1986, it was further split in 1997, with large parts of the business coming under the control of newly created Centrica. Today, British Gas supplies boilers and heating services, plumbing and drains, plus home appliances as well as gas and electricity.
British Gas complaints
Under the Energy Complaints Handling Regulation of October 2008, British gas is required to report on the number of complaints it receives per quarter. As British Gas is the largest company providing home energy services in the UK they receive the highest number of complaints. Ofgem that regulates the market asks British Gas to report the number of complaints, the high level complaints data is available on their website and then they also provide an annual reporting highlighting the total number of complaints received. These reports do not include details of if the issue was resolved to the customer satisfaction.
This is one element that Ofgem reporting does not cover. resolver research says that over 45% of consumers are disatisfied at the end of the complaints process against their key providers. British Gas is not worse than other companies but often companies such as British Gas do not understand the issue and therefore find it hard to address. It is therefore really important when complaining to British Gas about issues such as overbilling that you explain your issue, what you want to achieve and what British Gas needs to do to resolve your complaint.
What if British Gas cannot resolve your issue
If British Gas cannot resolve your issue then you have the right to go to the Energy Ombudsman who will independently assess your issue. The Energy Ombudsman is called Ombudsman Services ans they are based in Warrington. Ombudsman Services link to resolver from their website and recommend that you use resolver to help you submit your case to the company, such as British Gas. The Ombudsman will assess your British Gas complaint and determine if it is valid. Their recommendation is binding on the company but not binding on you.
If the complaint is about an insurance policy from British Gas such as Boiler Support, Drains Support etc then these are not covered by the Energy Ombudsman but the Financial Ombudsman Service as the policy is an insurance rather than an energy product. Complaints relating to these products follow the same procedure but will go the Financial Ombudsman to be dealt with.
How can I send a complaint to the Ombudsman?
Both the Energy and Financial Ombudsman can accept cases from you 8 weeks after you have raised the complaint with British Gas. They cannot take the case any earlier unless you have received a deadlock letter from the company. A deadlock letter essentially says, we as British Gas accept that we cannot resolve your issue and so you can now go to the Ombudsman.
Raising a British Gas complaint
If you raise an issue with British Gas, you should mention that your issue is a complaint. Once it is registered as a complaint then it is reportable to Ofgem. It is therefore extremely important to British Gas to ensure their statistics to Ofgem demonstrate they are handling and resolving customer complaints. You can use resolver to help raise and submit your issue to British Gas. We will ensure we remind you when you can escalate your case to the Ombudsman. For British Gas complaints the Energy Ombudsman will assess the case for free.
Number of complaints to the Ombudsman
The number of complaints to the Energy Ombudsman (Ombudsman Services) has doubled over the past year. This has not been down to issues with more issues about bills but more issues with IT system installations that have gone wrong and so the companies have been sending out incorrect bills. This is a industry wide issue and not related specifically to British Gas. British Gas complaints that are sent to the Ombudsman can be sent directly to the Ombudsman by resolver. resolver systems are connected to Ombudsam Services for submission of British Gas complaints. British Gas complaints has one of the lowest level of complaints for an energy company via resolver.
Is the Ombudsman independent?
Ombudsman Services, the Energy Ombudsman is independent from the energy industry and whilst it is funded by case fees, it is required by Ofgem to ensure its judgements are fair and reasonable. The outcomes of cases are checked by a number of organisations such as consumer rights organisation as it is essential that the cases are judged in a fair and reasonable approach. Ombudsman Services has a board and their key role is to ensue. Ombudsman Services is also a member of The Ombudsman Association (formerly the British and Irish Ombudsman’s Association (BIOA).