Frequently asked questions


You’re protected by strict regulations against your energy supplier switching off or disconnecting your gas or electricity supply. This protection remains as strong with smart meters as it is with traditional meters.

Category: Miscellaneous

The energy price cap is a set limit on how much we charge you for your energy. Ofgem set their price caps by working out how much it costs energy suppliers like us to supply you with gas and electricity. Your tariff will only be capped if you’re on a standard variable or default tariff. Your energy bill can still go up or down depending on how much gas and electricity you use. But, the price per unit and standing charge will never go above the energy price caps. The energy price cap is updated by Ofgem twice a year.

Category: Miscellaneous

Unfortunately we no longer support Amex as a payment method. To view our current ways to top up visit

If you need any support, please contact our friendly webchat team or call us on 0330 0414 902, Mon-Fri 9am-8pm or Sat 9am-5pm.

Category: Miscellaneous

Any cheque payments please make payable to British Gas. Note your account number on the back of the cheque, or include a note with this information, and send to:
British Gas Trading Ltd, Finance Department, Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD

Category: Miscellaneous

See our dedicated page with information on what help is available to you if you’ve been affected during the Covid-19 pandemic.

Category: Miscellaneous

If you have a tariff that is affected by the Price Cap, we will not increase your direct debit this winter. You can choose to opt out of this direct debit freeze by either increasing your direct debit payments by speaking to an advisor.

Further details of this can be found in the Price Cap notification we’ll send you.

Category: Miscellaneous



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