British Gas Complaints
British Gas is among the worst-performing energy suppliers for complaints.
What customers experience
British Gas received 85,000 complaints in the 2024-H2 reporting period -- that is roughly 348.0 complaints per 100,000 customers, which is above the sector average of 181.9. If you have had a bad experience with British Gas, you are not alone. Encouragingly, their complaint rate has been falling.
When customers do escalate to the ombudsman, 47% of disputes are found in the customer's favour -- a high uphold rate that suggests British Gas could do more to resolve complaints before they reach that stage.
Total Complaints
85,000
In 2024-H2
Rate (per 100,000 customers)
348.0 ↓
Ombudsman Uphold Rate
47%
of disputes found in customer's favour
Sector Average
181.9
per 100,000 customers
Complaints by Product
| Product ↕ | Complaints ↕ | Share |
|---|---|---|
| Gas supply | 36,000 | 42.4% |
| Electricity supply | 28,000 | 32.9% |
| Billing | 12,000 | 14.1% |
| Boiler cover | 9,000 | 10.6% |
Complaint Rate Trend
How does British Gas compare?
Complaint rate per 100,000 customers
How to Complain About British Gas
Complaints Contact Details
Phone
0333 202 9802Post
British Gas Complaints, PO Box 226, Rotherham, S98 1PB
Online Form
Submit complaint online →Steps to Escalate Your Complaint
Contact British Gas complaints team
Call 0333 202 9802 or use the online complaints form. British Gas will acknowledge your complaint and assign a case handler.
Wait for a final response or request a deadlock letter
British Gas has 8 weeks to resolve your complaint. If they cannot resolve it, ask for a deadlock letter so you can escalate sooner.
Escalate to the Energy Ombudsman
If your complaint is unresolved after 8 weeks, or you have a deadlock letter, contact the Energy Ombudsman at ombudsman-services.org or call 0330 440 1624.
Need to write a complaint letter?
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British Gas must respond to your complaint within 8 weeks. If they don't resolve it, you can escalate to the Energy Ombudsman.
Bottom Line
British Gas is among the most complained-about energy suppliers in the UK. If you have been frustrated with their service, the data confirms your experience is widely shared. We would encourage you to make a formal complaint and escalate to the ombudsman if needed. If you are considering switching to British Gas, this record is worth factoring into your decision.
About This Data
Data sourced from official UK regulators for the period 2024-H2. Complaint rates are calculated per 100,000 customers. Ombudsman uphold rate from the Energy Ombudsman. Full methodology