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Take a look at our Help & FAQ section. We have guides and FAQs to help you manage your business energy account.

In an emergency, if you’ve got no gas or electricity, head to our emergency guide.

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I want to join British Gas Lite

Give us a few details and we’ll find the right energy tariff for your business in seconds.

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I’m already with British Gas Lite

If you have a question about your energy account, our UK-based webchat team can help. We’re available 9am-5pm Mondays to Fridays. To chat with us, you’ll need to log into your online account.

Log in

If you’re having problems logging into your account, then you can re-set your password by giving us the email address you signed up with.

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I want to make a complaint

If we got something wrong, then we want to put it right.

Speak with our UK-based webchat team. We’ll do all we can to resolve your complaint quickly:

  • We’ll listen to you to understand what’s gone wrong and why it’s happened
  • We’ll do our best to fix it quickly
  • If we can’t fix it there and then, then we’ll keep you updated and tell you what we’re doing to fix your issue

Log in to chat with us

Our Webchat team are available 9am-5pm Monday to Fridays.

Our complaints process

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 UK-based 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 UK-based 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 Ombudsman Services: Energy.

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.

Ombudsman (for micro businesses)

Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF
0330 440 1624 | 0330 440 1600 (textphone)
enquiry@ombudsman-services.org
ombudsman-services.org/sectors/energy

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.



What is a micro business?

You're a micro business if you meet any one of the following conditions:

  • Use less than 100,000 kWh of electricity a year
  • Use less than 293,000 kWh of gas a year
  • Have fewer than 10 employees (or their full-time equivalent) and your yearly turnover, or yearly balance sheet, is not more than 2 million Euros.
  • The consumption threshold applies to the fuel being supplied