We're refreshing how business accounts are managed
- We're gradually moving accounts onto our new accountmanagement system to keep things running smoothly.
- This means you'll see a new account number, while all thefunctions you value stay just the same.
- We'll email or write to you to let you know when youraccount has been moved.
Introducing our new account management system
We’re updating our account management system so that you can enjoy the same smooth service as always, whilst enabling an even better service in the future.
Everything you value stays the same
Your details remain safe
Your information is as secure as ever, and your privacy is our top priority. That's why we'll never share it without your say-so.
Your discounts aren't going anywhere
We wouldn't take those away from you. Any discount or Fixed Price Plan you currently enjoy will stay right where it is.
Your bills will continue as normal
Your bills and payment history stay just the same.
Here's exactly what's happening
We'll let you know
What happens
We'll email or write to let you know you're now on our new account management system.
Four weeks after receiving your email
What happens
We'll send you one more bill with your previous account number.
After you've paid your bill
What happens
If you pay by Direct Debit then it will automatically move to your new account.
If you don't pay by Direct Debit, then we'll send your future bills with your new account number and automatically transfer any credit. You can pay your bills securely in your online account.
Our expert support team is always here to help
Most customers find answers to their questions in our FAQs written by our support team.
About our new account management system
Are there any other changes to my account?
No, nothing major is changing. You'll simply have a new account number, and if you usually get some communications by post, we'll now send them by email. Our bank details are changing, we'll email the new details well in advance. If you don't pay by Direct Debit please update our bank details before you pay. Otherwise, there's nothing to do as your Direct Debit will be automatically transferred.
I don't have a smart meter, do I need to do anything?
No action is needed right now. When it's time, we'll ask you to submit a quick meter reading so we can keep your bills accurate.
What happens if I have a broker?
If you have a broker, nothing changes. They’ll still be able to act on your behalf, manage your account and support you as normal. There’s no need to contact your broker or set anything up again.
The migration only updates our systems in the background. It doesn’t change who supports you or how your account is managed.
Billing and payments
Why has my bank sent me a Direct Debit notification?
Some banks will inform you when your Direct Debit is cancelled and a new one is set up. This is part of the process so your payments can link to your new account number. Your agreements stay the same and your payments will continue as normal.
How can I view my past bills or account history?
Just log in to My Account like usual. Everything you need, including your history, is right there.
What will I see on my bank statement?
You'll see 'British Gas' on your bank statement next to any Direct Debit payments you make to us.
What happens to my balance if I’m in debt or have a credit during migration?
If you have a balance on your account, you don’t need to do anything.
Any credit or outstanding balance will move with you automatically as part of the migration. You’ll see it reflected on your account once the transfer is complete, and it will continue to work in the same way as it does today.
Your payment method, repayment plan and Direct Debit (if you have one) will stay the same, unless we tell you otherwise. If anything does need to change, we’ll let you know clearly and in advance.
Discounts and contracts
I've already agreed on a future Fixed Price Plan. Is it still valid?
Yes, it's locked in and ready to go, exactly as agreed.
