Ofgem’s Standards of Performance offer micro businesses certain guarantees if we miss or cancel an appointment with less than one working day’s notice.
If you're a micro business we may have to compensate you if we:
Booked appointments could be any of the following:
If you're a micro business and owed compensation, you don't need to do anything as we'll automatically make a compensation payment to you.
If you're not a micro business or want to get in touch about seeking compensation please go to Help & support.
We'll credit your business energy account with £30 within 10 working days of that failure. We'll send you a letter to confirm we've credited your account.
If we miss the 10 working days timescale, we'll compensate you with another £30.
Back billing occurs when a bill is created to cover the amount owed by a customer who has been undercharged by a supplier.
This can cause particular problems for micro businesses. To help ease the problems, we’ve signed up to Energy UK's voluntary standards for the back billing of micro businesses. Our commitment to fair billing means we’ll:
Find out more about our commitment and back billing limit on our dedicated page:
There are a number of steps you can take to avoid having to deal with back billing.
Please note that Ofgem’s Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015 has replaced the Guaranteed Standards of Performance (GSOP).