1. Understand the Purpose of Your Complaint Letter
A formal complaint letter to British Gas is necessary if you have experienced:
- Incorrect billing or overcharges
- Poor customer service or unresponsive support
- Gas or electricity supply issues
- Meter faults or inaccurate readings
- Unfair contract terms or unexpected fees
- Delays in service, refunds, or compensation
A well-written complaint letter ensures your concerns are addressed and increases the likelihood of a prompt resolution.
2. Review British Gas’s Complaints Process
Before writing your letter, check:
- British Gas’s official complaints policy (found on their website)
- Who to contact? – Address your complaint to British Gas Customer Complaints Team
- The correct contact details for submission (email, postal address, or online form)
If British Gas does not resolve your issue within 8 weeks, you can escalate your complaint to the Energy Ombudsman.
3. Structure Your Complaint Letter to British Gas
A professional and well-organized letter improves clarity and effectiveness.
Your Details
- Full name
- Address
- Contact details (phone/email)
- British Gas account number
Recipient’s Details
- British Gas Customer Complaints Team
- Address: British Gas, PO Box 227, Rotherham, S98 1PD
Subject Line
Example: Urgent Complaint Regarding Billing Issue – Account No. [Your Account Number]
Opening Paragraph – Clearly State the Complaint
Begin with a direct and concise statement of the issue.
Example:
“I am writing to formally raise a complaint regarding an ongoing issue with my British Gas account [your account number]. Despite previous attempts to resolve this matter, I have not received a satisfactory response, and I request immediate action.”
Main Body – Explain the Issue in Detail
- What is the issue? (Describe the problem clearly.)
- When did it start, and how often has it occurred?
- How has it affected you? (Financial impact, inconvenience, service disruption.)
- Previous attempts to resolve the issue. (Include call reference numbers, emails, and customer service responses.)
Attach supporting documents such as bills, emails, screenshots, or meter readings.
Proposed Resolution – Request Specific Actions
Clearly state what you expect as an outcome. Examples:
- A full refund for incorrect charges
- A formal apology for poor service
- Compensation for disrupted gas supply
- Immediate correction of meter readings or account details
Example:
“To resolve this matter, I request a full refund of the overcharged amount and a written confirmation that my account has been corrected. If this issue is not resolved within 14 days, I will escalate my complaint to the Energy Ombudsman.”
Closing Statement – Set a Response Deadline
Request a response within a reasonable timeframe.
Example:
“Please confirm receipt of this letter and provide a formal response by [date]. Thank you for your prompt attention to this matter.”
Sign-Off
- Yours sincerely (if addressing a named person)
- Yours faithfully (if using “Dear British Gas Complaints Team”)
4. Maintain a Professional and Firm Tone
✅ Be clear and factual – Avoid emotional or accusatory language.
✅ Be firm but respectful – Ensure your concerns are taken seriously.
✅ Focus on solutions – Suggest reasonable actions British Gas can take.
5. Provide Supporting Documents
Attach relevant documents, such as:
- Copies of bills or incorrect charges
- Screenshots of online account discrepancies
- Emails or chat transcripts with British Gas support
- Meter readings or engineer visit reports
Mention in your letter that you have included these attachments.
6. Send the Letter via the Correct Channel
Submit your complaint via:
- Email: customercomplaints@britishgas.co.uk
- Online Form: Available on the British Gas complaints webpage
- Post: Send your letter via recorded delivery to:
British Gas, PO Box 227, Rotherham, S98 1PD
7. Follow Up If Necessary
If you do not receive a response within 14 days, follow up with:
- A polite reminder via email or phone call.
- A second complaint letter referencing your initial complaint.
- Escalation to the Energy Ombudsman if unresolved after 8 weeks.
8. Escalate If Necessary
If British Gas does not resolve your complaint, escalate it to:
- The Energy Ombudsman – Handles unresolved complaints about billing, metering, and poor service.
- Citizens Advice – Provides legal advice on energy-related disputes.
- Ofgem (Office of Gas and Electricity Markets) – If the complaint involves unfair business practices.
9. Sample Complaint Letter to British Gas
[Your Name]
[Your Address]
[City, Postcode]
[Email]
[Phone Number]
[Date]
British Gas Customer Complaints Team
PO Box 227
Rotherham
S98 1PD
Subject: Urgent Complaint Regarding Billing Issue – Account No. [Your Account Number]
Dear British Gas Complaints Team,
I am writing to formally raise a complaint regarding an ongoing billing issue with my British Gas account [account number]. Despite previous communications with your customer service team, the issue remains unresolved, and I request immediate attention.
The details of my complaint are as follows:
- Issue: [Describe the problem, e.g., incorrect billing, overcharges, meter reading discrepancy]
- Date of Occurrence: [Exact or approximate date when the issue started]
- Impact: [Explain any financial loss, inconvenience, or service disruption]
- Previous Actions Taken: [Mention any prior discussions, complaint reference numbers, and customer service responses]
I have attached supporting documents, including copies of my bills, screenshots of my account, and previous email correspondence.
To resolve this matter, I request [state desired resolution, e.g., refund, correction of charges, compensation]. If I do not receive a satisfactory response within 14 days, I will escalate my complaint to the Energy Ombudsman.
Please confirm receipt of this letter and provide a formal response by [date]. Thank you for your prompt attention to this matter.
Yours sincerely,
[Your Name]
10. Common Mistakes to Avoid
🚫 Being too vague – Clearly describe the issue and provide evidence.
🚫 Using aggressive or emotional language – Stay professional.
🚫 Failing to provide evidence – Attach supporting documents.
🚫 Ignoring escalation options – Mention further action if needed.
Frequently Asked Questions (FAQs)
How long should I wait for a response from British Gas?
British Gas usually responds within 10-14 days. If no response is received, follow up.
What if British Gas does not resolve my complaint?
You can escalate your complaint to the Energy Ombudsman after 8 weeks.
Can I get compensation from British Gas?
Yes, if British Gas has caused financial loss, distress, or inconvenience, you may be entitled to compensation.
Should I involve a solicitor in my complaint?
Legal action is rarely necessary, but you may seek advice from Citizens Advice if your rights as a customer are being violated.
Can I switch energy providers while my complaint is ongoing?
Yes, you can switch suppliers, but unresolved debts with British Gas may need to be settled first.
Conclusion
Writing a complaint letter to British Gas requires professionalism, clarity, and supporting evidence. By following these steps, you increase the likelihood of a prompt and fair resolution.
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