British Gas Customer FAQ

To request a refund for your account that is in credit, you can log into your online account and navigate to the billing section. From there, you should find options related to refunds, or you may need to submit a request for a refund. If you experience any issues, please refer to the most up-to-date contact information provided on this page for further assistance.

Even with a smart meter, we may still request a meter reading occasionally. This can happen for a few reasons, such as ensuring accurate billing or if the smart meter is unable to send readings automatically due to connectivity issues. Providing a manual reading helps us maintain accurate account records and address any discrepancies.

If you're having trouble submitting a meter reading online, it could be due to technical issues on the website or with your account. We recommend checking for any service alerts on the website or trying to log in again after clearing your browser's cache. If problems persist, consider using the alternative methods available for submitting your reading.

When someone from British Gas visits, they should always carry an identification badge with their name, photo, and the British Gas logo. You can ask them to show you their badge. Additionally, British Gas representatives typically wear uniforms or branded clothing. If you're unsure, it’s perfectly fine to verify their identity before allowing them inside. Customers can contact British Gas through the link to the most up-to-date contact information on this page.

We're sorry for your loss. You can change the name on the account to your own even without the account number. You'll typically need to provide information such as the deceased's name, address, and possibly a copy of the death certificate. This will help British Gas locate the account and make the necessary changes.