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Treating Customers Fairly

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We are ensuring that we treat Customers fairly and we take this responsibility very seriously.  We are proud that so many people in Britain ask British Gas to supply them with gas and electricity. 

It is very important to us that we treat our Customers fairly.

We know that the level of trust in energy companies, including British Gas, is currently low. We want to win back that trust. We have made progress in recent years – whether it's taking the lead in fitting smart meters to improve bills or writing regularly to Customers telling them if we have a cheaper deal for them. Many of our Customers tell us they're very satisfied with the service we provide.

But there is more to do. Focusing specifically on fairness will help to ensure that we are changing and improving in the right way, and with the interests of all our Customers in mind.

This review is just a step towards that goal. In it, we explain:

  • What fairness means to us, and what you can expect from British Gas
  • Our new Customer Fairness Committee
  • What we've been doing in 2013
  • What we're planning to do in 2014
  • How our Customers can get involved

If you have any comments or questions on this review, or feel that you would like to contribute to the topic of fairness, please email us at or write to the Customer Fairness Team, 30 The Causeway, Staines, TW18 3BY. We would be very pleased to hear from you.

Thank you.

Ian Peters

Ian Peters

Managing Director,
British Gas Residential

Jill Shedden

Jill Shedden

British Gas Customer Fairness Committee

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