britishgas.co.uk Your British Gas Safe and Secure System

britishgas.co.uk Your British Gas Safe and Secure System

Contents A. Safe and Secure Terms and Conditions 3 1. Our promise to you 3 2. Your Safe and Secure product 3 a. What s included with your security starter kit Equipment Alert services GPRS back-up Support services b. Other products and services available 3. Installation of your Security Starter Kit 4 4. General exclusions 4 5. Acceptable use policy 5 6. General Terms and Conditions 5 7. Cancellation rights 7 B. Other Products and Services 8 C. Use of Personal Information 8 D. Useful Contacts 11 A. Safe and Secure Terms and Conditions 1. Our promise to you We are British Gas Trading Limited, a company registered in England and Wales, company number 03078711. Our registered office is at Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD. Details of where to write to us are set out in Section D. We have designed this product range to provide you with alerts in response to specific safe and secure events in your home. In this agreement, we refer to this product range as the system. In addition to the Starter Kit, we can also provide you with additional products and services and monitoring services. The confirmation email we send to you will tell you what is included in your agreement with us. It is important that you read these terms and conditions together with your confirmation email confirming what you have purchased carefully, as these form the basis of your agreement with us. You should also read Section C which explains how we use your personal information. Please note the general exclusions set out in Section 4 of these terms and conditions. If you have any questions about your agreement or what s included, please contact us on the following freephone number: 0800 980 8614. 2. Your Safe and Secure product a. What s included with your Security Starter Kit Equipment 1 x Hub connects to the mains power in your home, monitors all the sensors and communicates with our servers securely via your existing broadband internet service 2 x Motion Sensors notices all movement in its view and reports the activity via the Hub 1 x Contact Sensor reports if a door or window is left open or is unexpectedly opened while you are away via the Hub 2 x Key Fobs used to arm and disarm the system 1 x Decoy Siren a decoy siren attached to the exterior of your home offering a highly visible deterrent 1 x Smart Plug extends the range of the system by boosting the wireless signal, also allows you to remotely monitor and control any appliance plugged into it Please note that a Pet friendly version of the Starter Kit is available, including sensors that accommodate pets (for pets weighing up to 18kg). 3

Alert Services A free text and/or email alert each time your system is activated You set up the rules for how you receive alerts to suit your needs You can nominate other individuals to receive alerts we will send alerts to each of the contacts you have listed on your account. Please note that delivery of alerts is dependent on third party networks, and we cannot be responsible for this GPRS Backup Your system is designed to run on your broadband connection but subject to coverage, General Packet Radio Service (GPRS) backup is available in the event of your broadband connection failing Support Services A free customer helpline is available 24 hours a day, every day to provide you with technical support to help you resolve any faults with the system. If our technicians diagnose a faulty part, we will arrange for replacement parts to be delivered to you free of charge b. Other Products and Services available In addition to the Starter Kit, we have a range of other products and services available for purchase. These are listed in the section headed Other Products and Services. Please see your confirmation email for details of additional products and services that you have purchased. 3. Installation of your Security Starter Kit Detailed instructions for self installation of your system are available online. Please see your confirmation email or visit myhome.britishgas.co.uk to view. Safety Note: installing any equipment can be dangerous if proper precautions are not taken. This is especially true when installing electrical equipment and/or installing equipment at heights. Before installing any equipment yourself, observe all safety warnings and cautions. If you are in any doubt about self installing your alarm system, contact British Gas on the following freephone number: 0800 980 8614. 4. General Exclusions The following list sets out exclusions for which we are not responsible or for which additional charges may apply. We are not responsible for: The cost of any work required to be carried out to the system or any loss or damage you incur resulting from abuse, misuse or negligence by you or by a third party. These costs may be recoverable from your household insurer or the third party involved Any interference with your system which is caused from or impacts upon microwaves, wireless telephones, household appliances, mobile telephone masts and other internal and external sources of interference If radio frequency allocations are subsequently altered by third parties and interference to your system occurs, we can not accept any responsibility for any resulting loss or damage you incur Replacement of any batteries for your system or external decoy boxes. Please refer to our repair terms and conditions below The cost of any work which is carried out without our written approval or for the cost of repairing your system where a fault has been caused by a third party damaging or altering it Repairing faults if we have previously told you that permanent repairs are needed to make sure your system works properly For any failure of any signal transmitted from your system to us or from us to your nominated key holders not being received for reasons beyond our reasonable control The broadband internet connection to your home, GPRS connectivity or the transmissions of signals from your system to us and from us to you or your nominated key holders, and we cannot guarantee the continued availability of such connections, connectivity and transmissions Please note that: We do not offer a refund for any aspect of the services you have purchased but do not use, except in certain circumstances when this agreement ends. Please refer to cancellation in the general terms set out in Section 7 for more details Your system will be covered by your guarantee (see Guarantee ) while spare parts are available and compatible with your system. If we are unable to source compatible parts due to them becoming obsolete we will provide you with a quote to upgrade your system. The cost for any upgrade work is your responsibility and not included in your agreement 4

5 Equipment forming part of your system is not designed to be and should in no circumstances be integrated or used with other equipment. We will not be responsible for any fault caused by attempted integration of your system with other equipment We cannot be responsible for non-optimal use as a result of how you have set it up to the extent that you have not followed our installation guidance You acknowledge that the purpose of the system is to provide an internet-enabled safety, security and control service. The security alert features should always be used in conjunction with appropriate physical security measures. Only you are in a position to assess the value of your home, your possessions and your personal safety and you acknowledge that we are not responsible for the security of you, your family, your home and your possessions or for insuring you against the substantial losses that may result from any failure of the system or the services we provide You are contracting with us as a consumer and we will not be responsible for losses or damage you suffer under or in relation to this agreement where: we, our employees or our subcontractors have not broken any of these terms and conditions; we could not reasonably predict the loss as a result of us or any of our employees or subcontractors breaking any of these term and conditions; the losses you have suffered are business losses; you have suffered the loss or damage because you have broken any of these terms and conditions; or the loss or damage has been caused by you or someone else We do not recommend using the Smart Plug to control appliances of a critical nature (e.g. refrigerators, freezers, fish tank heaters etc) or any appliance required for safety or medical care or any appliance which, if turned on or off unexpectedly, might cause danger or result in physical damage Nothing in these terms and conditions shall operate to limit or exclude our liability for personal injury or death caused by our negligence, our liability for fraud or any other liability that we cannot lawfully exclude 5. Acceptable Use Policy The following section sets out uses of the system which we consider to be unacceptable. Your use of the system in an unacceptable way may mean you incur additional charges or that we terminate your agreement (or both). We will issue a warning before taking any action for breach of the acceptable use policy: a. GPRS Subject to coverage, General Packet Radio Service (GPRS) backup is available if your broadband internet connection fails. GPRS should be used in exceptional circumstances only, rather than as the primary method of the system staying connected with our servers. Your GPRS use should never exceed 2 megabytes per calendar month and we will contact you if your use exceeds this amount. b. Alerts You can set the system to generate unlimited email alerts. You can also set the system to generate SMS text messages provided you do not generate in excess of 100 SMS text messages in each calendar month. We will contact you if your use exceeds this amount. c. Support Our free customer helpline is for product issues and support, not for reporting incidents and emergencies at your home, such as a fire or a burglary. We will not be responsible for losses or damage suffered by you or anyone else which arise out of your misuse of the system or your failure to comply with this acceptable use policy. 6. General Terms and Conditions Placing an Order When you place an order with us for products and services, you will be asked to confirm that you have read these terms and conditions and that you agree to the terms of this agreement. Each order that you place constitutes an offer to buy those products and services and shall be accepted at our sole discretion. We will usually accept your order where the products and services are available, your order reflects the correct current pricing and your payment method has been authorised. We will confirm our acceptance of your order by providing you with a notice (in the form of a confirmation email) confirming that your payment has been accepted. The contract between us will only be formed when we send this notice to you. These terms and conditions and any written correspondence we have sent you in relation to your order are incorporated into the contract. Payment The price of the products, our services and any delivery charges are set out online at britishgas.co.uk/myhomeprices All prices include VAT. Payment for products and services must be made by credit or debit card at the time that you place your order. Please note that you are not permitted to resell our products or services.

6 Delivery We will send you a notice setting out the date by which we will aim to send the products to you. If no date is specified this will be within a reasonable time from the date of such notice and not later than 30 days, unless there are exceptional circumstances. You will be responsible for the products once they have been successfully delivered to you, but you will not own the products until we have received full payment of all sums due in respect of the products, including delivery charges. We reserve the right for the products to be returned to us if such payment is not received. We shall deliver the products to the address you specify for delivery, or if none, to the registered address of the credit or debit card you supply. It is important that these addresses supplied by you are accurate. Minimum Requirements In order to use the system, you need as a minimum: An uninterrupted, unrestricted and functioning domestic broadband internet connection An up-to-date web browser such as Internet Explorer A spare ethernet network port from your modem A fully functional PC or laptop Access to an email account (for username/password purposes) Mains power socket(s) for the hub and internal video camera(s) (if purchased by you) Please note that your system is designed to run on your broadband connection, but subject to coverage, General Packet Radio Service (GPRS) back up is available in the event your broadband connection fails. If your home has limited or no mobile phone coverage in its area, you will not be able to rely on GPRS connectivity as a back up. Resolving Faults If your system is defective or faulty, we will arrange to send replacement equipment or parts to you for free. Please note that we provide a free customer helpline that is available 24 hours a day, every day to provide you with technical support to help you resolve any faults. Paperless Correspondence Correspondence we send to you will generally be sent by email, unless you let us know that you require your correspondence in a special format such as braille or large print. It is your responsibility to keep British Gas up-to-date with your email address, mobile telephone number and contact details should these change. Your contact details will be used by us in accordance with our privacy statement set out at Section C. Period of Agreement Your agreement runs until you tell us you would like to cancel, or if we cancel the agreement (see Section 7 Cancellation Rights). Sale & Commencement Initial Fees The purchase price for your system and any additional products and services, will be due when you place your order and can be paid by credit or debit card. Monthly Fees The ongoing monthly payments for alert and support services will commence within 30 days of the date you purchase your system and will be collected by monthly direct debit. These will continue until such time as your agreement with us is cancelled (see 7. Cancellation Rights page 12). Changes to your Agreement If there are any changes to the way we provide our services to you which would require any increase in your monthly fee or any other material change to these terms and conditions, then we will send you an email explaining the change. You will then have one calendar month to choose whether you wish to continue with this agreement and to accept such proposed changes, in which case you do not need to do anything. To cancel this agreement without penalty prior to the price increase or change taking place, in which case you must inform us by calling the following freephone number: 0800 980 8614. If we do not hear from you within one calendar month of our email, we will assume you are happy to accept the changes to your agreement. Additional Charges We may have to charge you additional amounts if: You request additional products and services to be added to your system Your system needs resetting or replacing in circumstance where; You, any of your key holders or someone else has failed to follow operating instructions correctly, has not closed or locked a window, door or other protected point, has not used or adjusted other equipment or components properly or has interfered with your system Any equipment or devices not supplied by us cause a false alarm or a failure of your system Your actions or failures, or those of anyone else other than us mean we need to inspect or replace any part of your system The fault has been caused by you or any other person, thing or event which we could not reasonably be expected to prevent. In all of these cases we will explain to you the reasons for the additional costs and we will agree with you in advance what the additional costs will be

Guarantee All equipment forming part of your system is fully guaranteed by us for a period of 12 months from date after you have received your system equipment. This guarantee does not affect your statutory rights in relation to the quality and description of goods and services. You can contact your local authority trading standards or Citizens Advice Bureau if you need more information about your statutory rights. Remedial Work and Damage You accept that the installation of your system or any additional equipment (including removing existing equipment) may cause damage to decorations and fittings. This will be your responsibility and remedial works are not covered in this agreement. Permission You may require licences, consents, authorisations and/or permissions for the installation of your system or any additional equipment. For example, the installation of an external decoy siren box may require: Building regulation consent Landlord permission (if you are a tenant) Planning permission (for listed buildings) We will assume that you have obtained the necessary licences, consents, authorisations and permissions and we will not be liable for any loss or damage, fines or remedial works however arising from your failure to obtain them. Spare Parts Where a replacement part is required, most items will be despatched to you within two working days from the date of request. Where you ask us to fit the replacement part for you, and we do not have the required spare parts on the day, we can get hold of most items the following working day and will rearrange a convenient time with you to complete the repairs. Otherwise we will do all we reasonably can to get the parts as soon as possible. False Alarms You may be prosecuted for any alarm system with a loud audible noise in excess of a set amount of time. We will not be responsible for complaints or any such prosecution and it is therefore in your interest to be aware of the cause of false alarms and to minimise the risk of their occurrence. Our Responsibilities We will meet our responsibilities under this agreement within a reasonable time unless it is impossible for us to do this because of circumstances outside our reasonable control. 7. Cancellation Rights Your Cancellation Rights You can cancel this agreement during your cooling off period. You may cancel this agreement at any time during the period of 7 working days from the day after you receive your system equipment ( the cooling off period ) for any reason. We will refund any payments you have made to us less any costs we have incurred in carrying out services which you have requested, during your cooling off period. You will be required to immediately return at your own cost your system equipment to us at the address provided below. To cancel this agreement after your cooling-off period ends. You may also cancel this agreement at any time after the cooling off period has expired by giving us at least one calendar month s notice in writing (by email or registered post) to take effect from your next monthly payment date. You will be refunded any payment you have made to us for any services, where it has not been completed and any payments you have made to us for alert and support services after the effective date of cancellation. Your system is yours to keep and we will not be responsible for removing it from your home. Please note that your system will stop working after the effective date of cancellation of your agreement. Contact Details for Cancellation To cancel this agreement, you must tell us by sending an email to myhome@contactus.britishgas.co.uk or by sending a letter by registered post to British Gas New Markets, PO Box 16624, Glasgow G31 9BB. Please keep a copy of any cancellation notice that you send us to evidence your cancellation in the event of dispute. Our Cancellation Rights We may cancel your agreement with us at any time by giving you 30 days prior written notice for any of the following reasons: You have given false or misleading information to us; You are in breach of this agreement; You do not make an agreed payment to us or bankruptcy proceedings are brought against you; We are not reasonably able to find parts to keep your system working in the future due to circumstances outside of our reasonable control such as changes in technology or compatible parts becoming obsolete, or Circumstances arise which in our reasonable opinion make it inappropriate for the agreement between us to continue If we cancel your agreement, we will give you a refund in respect of any monthly fees paid in respect of services which are not provided to you or which are due to occur after the effective date of cancellation. 7

Assignment We may assign or transfer all or any of our rights under this agreement to a member of our group of companies or to any other third party. Value Added Tax (VAT) Your payments include VAT at the current rate and may change in line with any changes in VAT. Third Party Rights Our products and services are provided solely for your benefit as our customer and no one other than you or us can enforce any term of this agreement. Whole Agreement These terms and conditions, together with your confirmation email and any other written correspondence we send you, set out the whole agreement between you and us. Jurisdiction All correspondence shall be in English and the laws of England and Wales shall govern this agreement where your home is located in England or Wales and by the laws of Scotland where your home is located in Scotland. Statutory Rights Nothing in this agreement will affect your statutory rights as a consumer. You should obtain legal advice if you are unsure of your statutory rights. B. Other Products and Services In addition to the Starter Kit, the following products and services are available for purchase. Please contact us for information about purchasing other products and services or see your confirmation email for details about the additional products and services you have already agreed to purchase. Additional products and services: Smoke detector detects smoke in the home and triggers your system Carbon Monoxide detector detects carbon monoxide in the home and triggers your system Gas leak detector detects gas leaks in the home and triggers your system Water leak detector detects water leaks in the home and triggers your system External siren acts as a highly visible deterrent, and will sound a siren when your system is triggered Internal siren will sound a siren within the home when your system is triggered Control button A button which can be used to switch your system on or off, or may be used as a panic button triggering an alert to a nominated contact. It can be configured as a doorbell Please contact us on 0800 980 8614 for more information or to order. C. Use of Personal Information British Gas Trading Limited is part of the Centrica Group, which includes Scottish Gas and Dyno Group brands. This section explains how we use the information, including sensitive information, that we collect about you when you buy the system and related services from us. We will tell you if there any significant changes to the information that we collect and how we use it. 1. Information we collect about you When you buy the system and we provide related services to you we will collect information about you. This includes information provided when you access the system online and may also include sensitive information such as medical conditions or details about your health or vulnerability, which you tell us about in order to be able to provide you with the services you require. 2. How we use your personal information 2.1 We and our agents, who we use to help us deliver the service, may use your information to do the following. a. Provide you with the services you have asked us for including security and safety alerts (which may include loyalty and incentive schemes we may run from time to time). b. Offer you accounts, services and products from time to time from us or our partners. To help us make these offers we may use an automated scoring system, which also uses information from credit-reference agencies as well as other companies. c. Help run, and contact you about improving the way we run any accounts, services and products we have provided to you before, now or in the future. This may include energy efficiency guidance and cost saving advice. d. Create statistics, test computer systems, analyse customer information (e.g. consumption or other similar data collected by devices you have with us), create profiles and create marketing opportunities (including using information about what you buy from us and how you pay for it. For example, the amount of gas you use and any discounts we have offered you). e. Help prevent and detect debt, fraud and loss. 8

f. Help ensure and maintain your, and the members of your family or household s, health, safety and security. g. Help train our staff. h. Contact you in any way (including by email, phone, text or multimedia message or other forms of electronic communications (such as a message through your smart meter) or by visiting you) about other products and services we and our selected partners offer unless you tell us you do not want to be contacted. 2.2 We may also monitor and record any communications we have with you, including phone conversations and emails, to make sure we are providing a good service and meeting our regulatory and legal responsibilities. 3. How we share information about you 3.1 We may allow other people and organisations, such as engineers, installers and other subcontractors, to access and use information we hold about you, (including other Centrica Group companies such as those using the British Gas, Scottish Gas and Dyno Group brands): a. to provide services you have asked for, which may include providing information to members of your family or household, anyone acting on your behalf or other people who need to know the information (such as landlords or letting agents); b. as part of the process of selling one or more of our businesses; c. to help to prevent and detect debt, fraud, or loss (for example by giving this information to a credit-reference agency), which is described in more detail in Section 7; d. if you do not pay your debt, we may transfer your debt to another organisation and give them details about you and that debt; e. if we have been asked (for example by Ofgem or a lawyer) to provide information for legal or regulatory purposes; f. as part of current or future legal action; g. as part of government data-sharing initiatives, for example, those designed to help stop fuel poverty (where people cannot afford to pay for heating and electricity); h. to help manage any loyalty or rewards schemes; or i. if you hold an insurance policy with us, to pass information to an insurer to manage your insurance policy (including underwriting and claims, to help develop new services and to assess financial and insurance risk). 3.2 If we suspect someone has committed fraud or stolen energy by tampering with the meter or diverting the energy supply, we will record these details on your account record and may share this information with Ofgem and other people who are interested (such as other energy suppliers, landlords and housing associations). We may use this information to make decisions about you, your character, how likely we think you are able to pay for your gas or electricity (or both) and future energy services. This may include recording sensitive personal information such as criminal offences you have been accused of. Also, if the gas or electricity supply to your property has previously been tampered with, or if gas or electricity has been stolen, or we suspect it has been stolen, we may take this into account when we decide what products or services we can offer you and the terms and conditions we give you. 3.3 We may pass your address, property and postcode, and details of your gas appliances, flue, hot-water cylinder, system controls and electrical installations (including details of any repairs or removals) to organisations that supervise these activities including GasSafe (previously CORGI) and the ECA (Electrical Contractors Association). These organisations may pass this information to local authorities to meet building regulations. They may also use this information to contact you to inspect appliances or systems, recall faulty products and carry out audits, and for health and safety purposes. Where appropriate, we will give you or the property owner (or both) a certificate to show that your appliances and so on meet building regulations. 3.4 You agree that we can ask your previous supplier for information that will allow us to take over your supply, such as information about meter readings and equipment or charges you owe your previous supplier. You agree that we can provide information we hold about you (such as information about meter readings, equipment or money you owe us) to your new supplier so they can begin supplying your gas and electricity. 3.5 If we believe that you (or a member of your household) need extra care (for example, because of your age, health, disability or financial circumstances), we may record this in the information we hold about you. We will use this information so that we do not stop your supply. We may share your information with: a. social services, charities, health-care and other support organisations, if we believe at any time that they may be able to help you, or the other members of your household, by making sure there is a gas or electricity supply to your home; b. other energy suppliers if we believe you are considering changing supplier (we assess which customers need extra care and record and share this information in line with the Energy Retail Association safety net procedures ); and c. the relevant gas transporter, metering agents or network operator. 4. Security We will put in place appropriate measures and controls to make sure that information you supply to us is not lost, stolen or used in an unauthorised way. If you have online access to images recorded using the system, we will provide you with a username 9

10 and you will need to set up a password to access the system. You must keep details of your username and password confidential and not share it with anyone. 5. Marketing 5.1 When we contact you, we may use any information we hold about you to do so. So we may contact you by email, phone, text message, other forms of electronic communications (such as using smart meters) or by visiting you. If we are contacting you to tell you about any offers, we will, as far as possible, do this in line with how you have told us you would prefer to receive marketing information (your recorded marketing preferences). You can ask us not to send you any information on our offers at any time by contacting us and giving us your account details. 6. Transferring your information overseas From time to time other people or organisations that we share your information with may be based overseas, outside the European Economic Area (EEA), and as a result your information may be transferred to countries that do not have the same standards or protection for personal information as the UK. However, our collection, storage and use of your personal data will continue to be governed by this privacy statement. 7. Use of credit reference and fraud prevention agencies We will check your details with one or more credit reference and fraud prevention agencies to help us make decisions about your ability to make payments and the goods and services we can offer you. Below, we have given a brief guide to how we, the credit reference and fraud prevention agencies will use your information. If you would like more information about this, you can find the full version at britishgas.co.uk/myhometerms or, you can phone us on 0800 048 0202 and we will send you a leaflet. a. We will search at credit reference and fraud prevention agencies for information about you and all the people you are applying with. If you are providing information about other people on a joint application, you must make sure they agree that we can use their information to do this. If you give us false or inaccurate information and we suspect fraud, we will pass your details to credit reference and fraud prevention agencies. Law enforcement agencies (such as the police and HM Revenue & Customs) may receive and use this information. b. We and other organisations may also access and use information about you that credit reference and fraud prevention agencies give us to, for example: check details on applications you make for credit and credit related services; check your identity; prevent and detect fraud and money laundering; manage credit and credit related accounts or services; recover debt; check details on proposals and claims for all types of insurance; and check details of employees and people applying for jobs with us c. When credit-reference agencies receive a search from us, they will record this on your credit file whether your application is successful or not. d. We will send information on your account to credit reference agencies and they will record it. If you have an account with us, we will give details of it and how you manage it to credit reference agencies. If you have an account and do not repay money you owe in full or on time, credit reference agencies will record this debt. They may give this information to other organisations and fraud prevention agencies to carry out similar checks, find out where you are and deal with any money you owe. The credit reference agencies keep records for six years after your account has been closed, you have paid the debt or action has been taken against you to recover the debt. e. We and other organisations may access and use, from other countries, information recorded by fraud prevention agencies. f. If you want to see what information credit reference and fraud prevention agencies hold about you, you can contact the following agencies currently working in the UK. The information they hold may not be the same, so it is worth contacting them all. They will charge you a small fee. Call Credit Consumer Services Team PO Box 491 Leeds LS3 1WZ Phone: 0870 060 1414 Website: www.callcredit.co.uk Experian Consumer Help Service PO Box 8000 Nottingham NG80 7WF Phone: 0870 241 6212 Website: www.experian.co.uk Equifax Plc Credit File Advice Centre PO Box 1140 Bradford BD1 5US Phone: 0870 010 0583 Website: www.myequifax.co.uk

8. Information you provide about other people If you give us information on behalf of someone else, for example, their contact details so we can send them security and safety alerts, you must make sure that you have given them the information set out in this document, and that they have given permission for us to use their personal information in the way we have described in Section 6 on previous page. If you give us sensitive information about other people (such as health details or details of any criminal convictions of members of your household), you agree (and confirm that the person the information is about has agreed) that we can use this information in the way set out in this document. 9. Access to your information and changing it You are entitled to have a copy of the information we hold on you, and to have any inaccurate information corrected. We may charge you a small fee (up to 10) for providing a copy of any information we hold about you. For more information about this or any other queries about the way we use your information, please contact our Privacy Unit at: Lakeside West, 30 The Causeway, Staines TW18 3BY D. Useful Contacts Technical Support for any technical queries relating to the system, our free technical support helpline is available 24 hours a day, every day. Please call 0800 980 8614 Customer Helpline for general account enquiries, to discuss additional products and services, our free helpline is available 8am-8pm every day to answer your questions. Please call 0800 980 8614 Complaints British Gas are committed to providing you with excellent service occasionally we get things wrong, please tell us so we can put them right. Should you wish to register a complaint you can contact us by the following means: By phone: 0800 980 8614 By Email: myhome@contactus.britishgas.co.uk By Post: British Gas New Markets, PO Box 16624, Glasgow G31 9BB Cancellation if you are thinking of cancelling you just need to let us know By Post: British Gas New Markets, PO Box 16624, Glasgow G31 9BB By Email: myhome@contactus.britishgas.co.uk If you d like to talk to us before you go please call 0800 980 8614 Or, you can email CentricaDataProtection@Centrica.com If you would like this information in another format such as in large print, in Braille or on audio tape, please call 0800 072 8625. If you have hearing or speech difficulties, and you use a textphone, please call 18001 0800 072 8626. 11 290166313 ONLINE British Gas Trading Limited Registered in England & Wales: No 3078711 Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD britishgas.co.uk