British Gas Business: contact, switching and complaints

This is a neutral guide to British Gas Business: who it is, how to contact it, how its renewals and exits work, and how to complain. It is not a review in the star-rating sense. Biz Energy is independent and is not affiliated with British Gas or its parent company, takes no commission and does not endorse any supplier.

Who is British Gas Business?

British Gas Business is the business-energy side of British Gas, a major UK gas and electricity supplier. British Gas is owned by Centrica plc, whose website lists British Gas under its retail businesses and describes it as supplying homes and businesses. The contact page mentions a separate chat team for "Lite" customers, but does not explain who counts as one, so ask British Gas directly which team will manage your account.

We have not independently verified British Gas's current licence details, so check Ofgem's records if you need them. Because the supplier is a large one, it deals with everything from sole traders to large organisations, with different contract types for each.

How to contact British Gas Business

The supplier's own contact page lists these routes:

• An online account, where you can view and pay bills, send meter readings, change a Direct Debit and complete a VAT self-certification.
• Live chat, which the page describes as the fastest route, on weekdays.
• Phone: 0333 202 9766, weekdays 8am to 6pm, as shown on its page when we checked. Lines and hours change, so confirm on the official page: British Gas Business: get in touch.

For emergencies the page gives the free gas emergency line 0800 111 999 (24 hours) and, for a power cut, 105, which connects you to your local network operator. Those are general national emergency routes rather than anything specific to a contract.

Reading your renewal

British Gas's renewal page says it sends a renewal letter before a fixed plan ends (it gives about 70 days in one place and 60 days in an FAQ, so the exact timing may vary). It says you can ask for a renewal quote up to 12 months before your end date. Your contract end date is on your bill, in your online account and in the renewal letter.

If you do nothing, the page says supply continues and you move to its Variable Price Plan, whose rate follows market prices. Variable or deemed-rate customers cannot renew online and need to call for a quote.

A renewal quote is an offer, not a final price. Before you accept it, compare it with at least one other quote. Our guide to business energy renewals explains what to check, and the out-of-contract calculator shows what the default rate could cost.

Worked example: the cost of drifting

Suppose your business uses 30,000 kWh of electricity a year and your fixed price is 26p/kWh, while the variable rate you drift onto is 3p/kWh higher. The extra annual cost is 30,000 × £0.03 = £900 before VAT, or £75 a month. These figures are made up to illustrate the sum; check your own rates.

How to switch away from British Gas Business

British Gas's page on leaving says it asks for 30 days' notice, a final meter reading and payment of outstanding bills, and that it can object to a switch if you owe money or are still in a contract. Ofgem's rules, however, say suppliers cannot require microbusiness customers to give notice to leave once their fixed term has ended, except under an evergreen contract (up to 30 days). Read your own contract and check which applies to you, and if you are in doubt ask the new supplier or the Energy Ombudsman. Out-of-contract customers cannot be charged a termination fee.

Practical steps:

1. Find your contract end date and check it is not a fixed term still running.
2. Take a final meter reading on the day of the switch.
3. Clear any outstanding balance to avoid an objection.
4. Choose a new supplier or broker; they usually handle the transfer.

See how to switch business energy and do I need to give notice before switching?

Billing, VAT and meter readings

You can complete VAT self-certification online. If you use premises for qualifying domestic or charity non-business use, the reduced rate of VAT may apply; see which VAT rate applies. If a bill is estimated, send a meter reading. For a bill that looks too high, see disputing a high bill.

How to complain, and when to go to the Ombudsman

British Gas's complaints page sets out three steps:

1. Contact British Gas by chat, phone (0333 202 9766) or email (businesscomplaints@britishgas.co.uk), having your account number and supply postcode ready.
2. Ask for escalation to its Business Customer Relations team by email or post, if unhappy with the response.
3. Take outside advice from Citizens Advice if you cannot agree.

If you are a micro or small business, you can then refer the complaint to the Energy Ombudsman once eight weeks have passed without resolution, or you have a deadlock letter. You generally have 12 months from the deadlock letter. The Ombudsman is free and its contact is energyombudsman.org. See energy disputes and the Ombudsman. You don't have to accept the Ombudsman's decision.

Ofgem's record

Ofgem has taken enforcement action against British Gas Business in the past. In an announcement dated 24 January 2017, it said the supplier had agreed to pay £9.5 million in redress after billing and customer-service failings that followed a billing-system change in March 2014, affecting tens of thousands of business customers. The money went to affected micro-business customers and to the Money Advice Trust. The supplier had reported the problems to Ofgem itself in December 2014. Read the primary source for the details: Ofgem: British Gas Business to pay £9.5 million. This is a historical record, not a statement about how the supplier performs now. Check Ofgem's enforcement pages for more recent cases.

Questions to ask before you renew or leave

• What is my exact contract end date, and which rate will apply the day after it?
• Is my renewal price fixed for the whole term, and are any network or policy costs passed through?
• Am I treated as a microbusiness? If so, ask the supplier to confirm in writing whether it needs any notice from me.
• Is anything owed on the account that could lead to a switch being blocked?
• If a broker arranged the contract, what broker cost is shown in the Principal Terms?

Write the answers down with the date and the name of the person you spoke to. If an answer later turns out to be wrong, that note is useful evidence in a complaint.

Next steps

1. Find your contract end date and rate type on your bill.
2. If you are within a year of renewal, request a quote and compare it.
3. Check other UK business energy suppliers and read about broker commission before using an intermediary.
4. Keep records if you need to complain.