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Our UK-based team are here to help you with any British Gas X question you may have.

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If it isn't urgent then we are more than happy to help you with your questions over email.

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Email

If it isn't urgent then we are more than happy to help you with your questions over email.

Chat Offline

Our UK-based team are currently offline.

Chat available: 9am–5pm, Mon–Fri

We may already have an answer for you…

Be sure to take a look at our Frequently Asked Questions and Covid-19 pages.

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.

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.

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)

citizensadvice.org.uk/energy/

Consumer energy query form

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.

Know your rights (PDF 81.2KB)

We always aim to resolve complaints as quickly as possible

We'll make every effort to resolve your complaint within a day of receiving it. However, sometimes it can take a little longer, so if we haven't been able to sort things out within eight weeks, or if we can't agree a way forward with you (we call this 'deadlock'), we'll write and let you know that you have the right to pass your complaint to the Ombudsman Services: Energy.

The Ombudsman is there to help sort out disputes between energy suppliers and their customers. It’s free to use their services 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, we’ll act on what they say. That might mean saying sorry, explaining what’s gone wrong, fixing the problem or paying you compensation.

You'll find the Ombudsman’s factsheet, which gives you full details of their services and how they can help by contacting them in the following ways:

0330 440 1624[1]

0330 440 1600[1] (Textphone)

ombudsman-services.org/sectors/energy

email: enquiry@ombudsman-services.org

If you would also like to view a copy of the "Gas & electricity (Consumer complaint handling standards) Regulations 2008", please visit www.legislation.gov.uk