British Gas Lite complaints procedure

Step 1 - We want to sort things out for you quickly

If we’ve got something wrong then we want to fix it. Our aim is to reach a mutually acceptable solution with you quickly. Here’s our complaints process.

Our webchat 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.

Alternatively you can contact us by email at complaints@britishgaslite.co.uk please allow a minimum of 5 days for us to respond.

No matter how you get in touch with us, to resolve your complaint quickly we ask that you provide:

Your account number (this should start with BGL)
Full name
Business name
Postcode of supply
Details of complaint

If you don’t give us this information then we may not be able to locate your account and help you.

When you get in touch to make a complaint we’ll investigate fully and let you know what needs to happen next – whether that’s us saying sorry, making a goodwill gesture or giving compensation. Some account issues can take time to fix. So until we’ve sorted your problem, we recommend you keep making regular payments to cover your energy usage.

Step 2 - If you're not happy with how we're dealing with your complaint

All of our webchat team go through extensive training. This means that if something has gone wrong, from metering to billing, they have the experience to put it right. They’re also empowered to make management level decisions to correct issues for you.

If you’re not happy with how we’re dealing with your complaint, ask our webchat team to put 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.