Contact us
If you have feedback, a concern or a complaint, we are here to help.
If you have a query
If you have feedback or a query about your British Gas X account please use the blue webchat button on this page to contact our UK-based team who are available 9am to 5pm, Monday - Friday.
You may also find our FAQs and Covid-19 pages useful.
For details on how we are performing on complaints, please see the main British Gas website.
If you have a complaint
Our webchat team is ready to help you, so please log in to get in touch. If we can't sort out your complaint right away, we'll let you know what we plan to do next and when you can expect to hear from us.
Complaints handling procedure - energy Complaints handling procedure - home services
For details on how we are performing on complaints, please see the main British Gas website.
If you need independent advice
The Citizens Advice consumer service gives free, confidential and impartial advice. You can get in touch with them for advice at anytime during the complaints process:
Call: 0808 223 1133 (Welsh speaking service: 0808 223 1144)
Know your rights
It's easy to get free independent advice so that you "Know your rights" as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.
The document produced by the Citizens Advice service provides more information about where energy consumers can get free independent information and advice about their energy supply and ways to reduce their energy bills.