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 it's a missed appointment, contact your installation partner to reschedule.
To claim compensation, the first thing you need to do is raise a complaint. In the complaint, tell us:
This should comply with Ofgem's Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015.
Once we’ve determined whether the Standards of Performance apply to you, we’ll credit your business energy account with £30 within 10 working days. We’ll send you a letter to confirm we’ve credited your account.
If we miss the 10 working days timescale, we’ll need to compensate you with another £30 within another 10 working days.
If you're not a micro business and are unhappy with your experience, please raise a complaint.
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).