British Gas

skyrocket99

 Mother died in 2010, all outstanding bills were sorted including BG. in November 2025 got a phone call asking to speak to my mother, explained she died in 2010. after about 7 calls we were told the reason for the cal was mother had opened an account about 2 years ago, for some reason BG could not understand she was dead. Have sent 2 emails via the web with no responsed. All phone communications have been from South Africa. Has anyone got a number or email for BR UK. I keep having a problem as I have no account number.

la531983

I would be ignoring it until you get something actually in writing.

WiserMiser

Send a formal letter by Royal Mail.  Head it COMPLAINT and state that you will go to the Ombudsman if it's not resolved.  Send a copy to the CEO (details at ceoemail dot com).

https://www.britishgas.co.uk/complaints/make-a-complaint-credit.html

Please come back and tell us how things went.

pinkladyvenus

I went on live chat and insisted on an email address rather than do it through live chat, took a while but was finally given this email.  "Since you requested the email address earlier, we have provided it as follows: service_energy@britishgas.co.uk" 

ImReallyAnElf

I think you've been scammed.

I googled "what emails should I use to complain to British Gas" and the one you were given doesn't figure among them.

 

The URL to the Google results page is long so I'm taking it to the hugely useful www.!!!!!!.com, which is why my copy/paste of it may look unfamiliar.  If you'd rather not trust it, just go to Google and type in exactly what I did.

I think in future, maybe check first that you really are being called by the company you're being told it is: the oddness of the fact that they called 10 years after your Mother died is bad enough, but the S.A. number was a big red flag. 

(I'm not trying to be mean - if you're an honest person yourself, of course it wouldn't be your first thought that you were being taken advantage of. But the sad fact is, there are a lot of unpleasant and unscrupulous people making scam calls and scam emails daily - it would maybe be a good idea for you to also Google "how can I learn to spot a probable spam call or email" and read up on the problem. 

It sounds as though you've gotten away with it this time - you didn't give out any personal or financial details, did you?  I wish you a lovely scam free future! 

https://!!!!!!.com/3te3bh2a

gpman

As the OP has discovered, British Gas do not generally use email as an acceptable form of incoming communication, even if you can find a British Gas email inbox that is not already full. British Gas have not generally accepted incoming emails for many years. 

Even if you find a British Gas email account that does accept an incoming message, it will not be responded to. 

The only rare exception to this is where you have an ongoing complaint with an assigned complaint handler, and that complaint handler has provided a specific email address to you to contact them. But even that is rare.

(If you send an email direct to a BG complaint handler, and they have not previously been assigned to that complaint, they will not respond to your email)

You must use one of the acceptable contact methods described on the British Gas website.

This is also important because should any complaint later need to be escalated to the Energy Ombudsman Service, they will be looking for contact via a supplier approved process.

Whilst I think it is good practice to put any contact in writing if you you may later seek to rely upon it, if the OP does wish to telephone, I think remaining silent when asked for an account number will eventually get the call passed to a human.

However, if the OP has received calls from a South African number claiming to be from British Gas, it definitely sounds like a scam to me.

t0rt0ise

I have emailed British Gas many times (because they constantly send me bills for a meter that isn't mine). The email address someone else gave is correct. They always answer. It is difficult to impossible to actually get anything resolved though.

Email is service_energy@britishgas.co.uk