Our fair billing commitment

Like most industries, when a service provider discovers they've undercharged a customer, they can create a bill to cover this amount owed. This is commonly known as back billing.

This can be stressful and frustrating for our business customers. So we offer open and honest support to help reduce the impact of back billing.

As part of our commitment we will:

  • Help protect you from large and unexpected bills, by limiting how far back we charge for gas and electricity you've used in the past.  
  • Keep you up-to-date with our promise and how we're performing against our fair billing commitment
  • Aim to get things right first time if we need to back bill, with one accurate charge for any outstanding amounts
  • Provide you with support by offering expert advice, along with fair and transparent payment plans if you need help paying the amount owed
  • Maintain a complaints procedure to allow you to complain if you need to.
  • Make it easier for you to read your meter, send readings for accurate bills and keep in touch if you move business premises.

We’ll go further for micro businesses*

We're fully committed to handling all back billing cases sensitively and limiting how far back we charge for energy used in the past. But we'll do more to make a positive difference for our micro business* customers. 

Find out more about our current back billing limit

We've already signed up to Energy UK's voluntary standards for back billing and offer proportional payment plans, along with advice and support, to help achieve fair bills.

For more information about Energy UK visit http://www.energy-uk.org.uk/policy/microbusiness

There are also steps you can take to actively avoid back billing:

  • Tell your supplier when you're moving premises
  • Give actual meter reads to avoid estimated reads
  • Tell your supplier if there's a change at your business site, for example, an increase in business operating hours
  • Maintain up-to-date contact details, so suppliers can keep in touch and avoid potential issues

Notes:

*These new back billing standards will apply to micro businesses and only affect charges caused by an error made by British Gas or an industry fault.

What is a micro business?

Updated 31 March 2014

You will be a micro business if you meet any one of the following conditions:

  • Use less than 100,000 kWh of electricity a year
  • Use less than 293,000 kWh of gas a year
  • Have fewer than 10 employees (or their full-time equivalent) and your yearly turnover, or yearly balance sheet, is not more than 2 million Euros.

The consumption threshold applies to the fuel being supplied.