British Gas customer service

This advice applies to Scotland. See advice for See advice for England, See advice for Wales

British Gas scores for April to June 2024

Overall rating

2.9 out of 5
Fewer complaints received

1 out of 5
Contact waiting time

4 out of 5
Customer commitments

5 out of 5

British Gas ranked 11th in the supplier comparison table.

Rank	Supplier	Overall rating	Fewer complaints received	Contact waiting time	Customer commitments
1	Ecotricity	3.8 out of 5 More details	3 out of 5	4 out of 5	3 out of 5
2	Utility Warehouse	3.4 out of 5 More details	2 out of 5	4 out of 5	3 out of 5
3	E (Gas and Electricity)	3.4 out of 5 More details	2 out of 5	4 out of 5	3 out of 5
11	British Gas	2.9 out of 5	1 out of 5	4 out of 5	5 out of 5

Showing 5 of 4 suppliers

Check the full table to compare more energy suppliers' customer service

Other scores

Customer commitments: Switch Guarantee, Vulnerability Commitment
Complaints to Citizens Advice, Advice Direct Scotland and the Energy Ombudsman: 96.0 per 10,000 customers
Average call centre wait time (hours, minutes and seconds): 00:01:42
Average response time to social media messages (hours, minutes and seconds): N/A
Emails responded to within 2 days: 96.4%

Find out how the scores are worked out

Fuel Mix

The fuel mix is the percentage of energy sources used by this supplier. British Gas uses:

Fossil fuel: 19%
Nuclear: 26%
Renewable: 54%
Other: 1%

Customer service contact details for British Gas

Telephone: 0330 808 3880 (PAYM), 0330 100 0303 (PAYG)
Web form: enquiry form (PAYM), enquiry form (PAYG)
Website: www.britishgas.co.uk

Opening Hours

Monday: 8am - 6pm, webchat until 8pm
Tuesday: 8am - 6pm, webchat until 8pm
Wednesday: 8am - 6pm, webchat until 8pm
Thursday: 8am - 6pm, webchat until 8pm
Friday: 8am - 6pm, webchat until 8pm
Saturday: 9am - 2pm, webchat until 5pm
Sunday: Closed

Ways to contact

Web Chat: Yes
Ring backs: Yes
Mobile hotline: No
Sign video: Yes

Payment Information

Direct debit: Yes
Cash or cheque: Yes
Prepayment: Yes