Treating Customers Fairly

Our regulator, Ofgem, introduced enforceable Standards of Conduct rules to treat micro business customers fairly.

At United Gas and Power we apply these rules to all our customers, regardless of business size and this is why we have an industry leading Customer Care rating with Trustpilot here

What are the Standards of Conduct?

  • Behave and carry out what we do for all customers in a fair, honest, transparent, appropriate, and professional manner
  • Provide information to all our customers (whether in writing or orally) which is accurate, not misleading and displayed in plain and intelligible language
  • Make it easy for all our customers to contact us, for us act promptly to put things right when we get it wrong and to our ensure customer service arrangements meets our customers’ needs

Guaranteed Standards of Performance: United Gas and Power Obligations

What you can expect from us

All suppliers have an obligation to meet minimum standards for the delivery of key services for Micro Business Customers. These are known as the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015.

At United Gas and Power our objective is to exceed these standards. If we fail to meet an agreed standard for Appointments and you are a Micro Business Customer, we will make a standard compensation payment to you.

Appointments

These standards apply if you or UGP arranges an appointment to visit and access your premises e.g. to replace a gas or electricity meter. Our obligation to you is to offer an appointment within a specified time that is:

  • Offer you a 4-hour appointment window
  • An appointment made during our normal working hours
  • Not unreasonably withhold appointment windows of not less than 2 hours
  • Within a reasonable time from the request being made

Definition of a micro business

A micro-business must meet one of the following criteria:

  • Has fewer than 10 full-time equivalent employees and an annual turnover or annual balance sheet total of less than €2 million a year
  • OR Uses less than 293,000 kWh of gas per annum
  • OR Uses less than 100,000 kWh of electricity per annum

UGP Back Billing Policy

What is back billing?

Back billing occurs when energy suppliers bill a micro business customer for electricity or gas which has not previously been charged for.

At UGP we have signed up to a set of voluntary set of back billing standards for micro business customers and limit back billing to 12 months for electricity and 12 months for gas.

Our commitment to these voluntary standards also includes if we discover a micro business customer has been incorrectly billed, we will get in touch with you immediately and correct this before a back bill is issued.

To help you do this please contact our dedicated customer service team on [0844 318 0044] or visit our contact us page.

Our commitment to you

Here at UGP we are committed to treating our customers fairly in everything we do. We are committed to the Standards of Conduct to listening and sharing your feedback to make things right for you. For back billing we have signed up to the Energy UK and ICOSS voluntary standards for back billing here

Definition of a micro business

A micro-business must meet one of the following criteria:

  • Has fewer than 10 full-time equivalent employees and an annual turnover or annual balance sheet total of less than €2 million a year
  • OR Uses less than 293,000 kWh of gas per annum
  • OR Uses less than 100,000 kWh of electricity per annum

Further help and free advice

  • Citizens Advice here
  • Citizens Advice Scotland here
  • Business Debtline here

Closed accounts

For closed accounts with credit balances, we have signed up to the Energy UK and ICOSS voluntary minimum standards for micro business customers. For more information on these standards here.

Definition of a micro business

A micro business must meet one of the following criteria:

  • Has fewer than 10 full-time equivalent employees and an annual turnover or annual balance sheet total of less than €2 million a year
  • OR Uses less than 293,000 kWh of gas per annum
  • OR Uses less than 100,000 kWh of electricity per annum

 Change of tenancy (COT)

To help you close your account with us we need a final meter reading from the date you move out and a forwarding address.

Change of supplier

To help you close your account with us we will accept the agreed meter read provider by your new supplier as part of the switching proves subject to any disputed meter reads.

Credit balances

Your final statement will confirm any credit balance on your account (based on a final actual meter read or agreed metre read) and you can contact us to discuss options on how this is refunded by calling our dedicated customer service team on [0844 318 0044] or visit our contact us page.

Credit balance refunds are usually refunded within 28 working days of your final statement if a credit balance is on your account.

Live accounts (credit balances)

You may be eligible for a refund, for more information please contact our dedicated customer service team on [0844 318 0044] or visit our contact us page.

 

 

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