British Gas customer service
This advice applies to Wales. See advice for See advice for England, See advice for Scotland
On this page
You can use our customer service ratings to help you decide which supplier to use.
The ratings are calculated using information from different sources, including Citizens Advice, Energy Ombudsman and the suppliers.
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 out of 5 |
4 out of 5 |
3 out of 5 |
|
2
|
Utility Warehouse
|
|
2 out of 5 |
4 out of 5 |
3 out of 5 |
|
3
|
E (Gas and Electricity)
|
|
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
Other scores
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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%
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
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