British Gas customer service

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

British Gas scores for October to December 2025

Overall rating

2.3 out of 5
Fewer complaints received

1 out of 5
Contact waiting time

4 out of 5
Billing and metering

1 out of 5
Customer commitments

5 out of 5

British Gas ranked 14th in the supplier comparison table.

Rank	Supplier	Overall rating	Fewer complaints received	Contact waiting time	Billing and metering	Customer commitments
1	Ecotricity	3.9 out of 5 More details	4 out of 5	4 out of 5	3 out of 5	5 out of 5
2	Outfox Energy	3.9 out of 5 More details	3 out of 5	4 out of 5	4 out of 5	5 out of 5
3	Octopus Energy	3.8 out of 5 More details	4 out of 5	4 out of 5	3 out of 5	5 out of 5
14	British Gas	2.3 out of 5	1 out of 5	4 out of 5	1 out of 5	5 out of 5

Showing 5 of 4 suppliers

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

Scores breakdown

We give energy suppliers a score out of 5 for each category, based on various data. You can look at this data in more detail below.

Find out how the scores are worked out

Fewer complaints received

If a supplier gets a low number of complaints, we give them a higher star rating.

Complaints to Citizens Advice Consumer Service, the Extra Help Unit, Advice Direct Scotland, and the Energy Ombudsman: 73.5 per 10,000 customers

Billing and metering

We measure billing accuracy by looking at how many bills are based on a meter reading, rather than an estimate.

Bills accuracy (smart meters): 84.76%
Bills accuracy (traditional meters): 87.93%
Smart meters working correctly: 90.85%

Contact waiting time

How long can you expect to wait when contacting this supplier?

Average call centre wait time: 1 minute 31 seconds
Emails responded to within 2 days: 97.1%
Average Webchat response time: 50 seconds

Customer commitments

Is the supplier a member of the Energy Switch Guarantee or the Vulnerability Commitment?

Customer commitments

Fuel mix

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

Fossil fuel: 21%
Nuclear: 57%
Renewables: 20%
Other: 2%

Customer service contact details for British Gas

Telephone: 0330 808 3880
Email: customerservices@britishgas.co.uk
Website: www.britishgas.co.uk
Web chat: Yes
Ring backs: Yes
Mobile hotline: No
Minicom/text: No
SignVideo: Yes

Opening Hours

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

Extended hours for web chat:

Monday: 8am-8pm
Tuesday: 8am-8pm
Wednesday: 8am-8pm
Thursday: 8am-8pm
Friday: 8am-8pm
Saturday 9am-5pm
Sunday: Closed

Ways to contact

Web chat: Yes
Ring backs: Yes
Mobile hotline: No
Minicom/text: No
SignVideo: Yes

Payment Information

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

Help us improve our website

Take 3 minutes to tell us if you found what you needed on our website. Your feedback will help us give millions of people the information they need.