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How we handle your complaints

1. Introduction

British Gas Energy Trust (“BGET”) is committed to providing its applicants, beneficiaries and third-party organisations with the best possible services which meet their needs, whilst ensuring that they are all treated fairly and with respect.

We aim to provide a quality service to all service users. However, we recognise that sometimes things can go wrong, or an applicant, beneficiary or service user may become unhappy with the service they have received. To help us continually improve our services, feedback is encouraging from all user groups.

British Gas Energy Trusts (“BGET”) Complaints Policy aligns with the Equality Act 2010.

If you wish to make a complaint, we will ensure that: –

British Gas Energy Trust aim to resolve 95% of all complaints within five working days. Where this is not possible, British Gas Energy Trust will endeavour to keep the complainant updated at every point of progress.

A complaint could include any of the following concerns:

A complaint will not be considered concerning:

Please note the Trust will not respond to anonymous or unsubstantiated complaints. In the case of whistleblowing please refer to the Whistleblowing Policy.

A complaint can be made in the following ways:
Via e-mail to:
In writing to: FREEPOST British Gas Energy Trust

British Gas Energy Trust or its service providers will acknowledge receipt of the complaint within 72hrs (between Monday – Friday, 9am-5pm) via email or telephone.

British Gas Energy Trust will keep you updated on the progress of the complaint as it moves through the complaints process (see Appendix A). All complaints remain confidential and are managed in line with the Data Protection Act 2018. All personal data will be kept anonymous in producing and sharing information about complaints within British Gas Energy Trust.

Complaint handling process:

Process for complaint handling: directly from complainant

The following approach will be adopted in all cases:

Process for complaint handling: (via a 3rd party on behalf of the complainant)

The following approach will be adopted in all cases:



Please note, we are an Independent Charity and do NOT have anything to do with your gas or electricity account with British Gas.  If you have a complaint for British Gas you can find details here: How to make a complaint – British Gas