Energy built for ambitious micro businesses
Smart, affordable business energy designed for UK micro businesses ready to grow. Transparent tariffs, fast quotes and a dedicated account manager supporting you at every stage of your journey.
Rated Excellent on Trustpilot by over 1,000 UK business customers.
A micro business must meet one of the following criteria:
Micro business information
If you are a micro business, we only work with brokers (also known as ‘third-party intermediaries’) who are members of a qualifying alternative dispute resolution (ADR) scheme provided by the Energy Ombudsman. If you have a complaint about a broker, please contact your broker directly. If the complaint has reached a “deadlock” position or has been unresolved for more than eight weeks, the complaint may be escalated, free of charge, to the Energy Ombudsman for resolution. More information can be found on the Energy Ombudsman’s website here.
We aim to provide you with the highest level of service at all times. In the unlikely event that you are unhappy with our service or your broker’s service, please view a copy of our complaints procedure.
For further advice, you can contact Citizens Advice on 03454 040 506 and/or Ombudsman Services Energy on 0330 440 1624.
Alternatively, you may wish to use the Citizens Advice consumer service. The Citizens Advice consumer service provides free and independent help and advice to small businesses, assisting with a wide range of issues from contracting to making a complaint, or providing general advice for business concerns such as debt management and affordability.
Contact the Citizens Advice consumer service on 0808 223 1133 or visit the Citizens Advice website.
All third-party costs, including agreed rates and brokerage costs, are transparently outlined in the pre-contract documentation. This disclosure includes both the unit cost per kWh in pence and the total contract cost in pounds for estimated consumption for the duration of the contract. From 1 October 2024 we will disclose all third-party costs for all customers.
UGP exclusively works with brokers who are participants in a recognised Alternative Dispute Resolution (ADR) scheme. This scheme provides you with an independent mechanism for resolving any disputes that may arise with a broker.
Annual Reminder:
Please note that we provide this information at least annually to ensure you are always aware of the support available to you.
From 19 December 2024, Small Business Consumers (SBCs) will be eligible to refer unresolved complaints to the Energy Ombudsman if they meet one of the following criteria:
- with an annual consumption of electricity of not more than 200,000 kWh, or gas of not more than 500,000 kWh, or
- with fewer than 50 employees (or their full time equivalent), and an annual turnover not exceeding £6.5 million or a balance sheet total not exceeding £5 million.
Citizens Advice
Citizens Advice provides free and independent support to Microbusinesses and Small Business Consumers (SBC) on a range of issues, including switching suppliers, understanding energy contracts, and managing debt.
- Freephone: 0808 223 1133 (available 9am-5pm)
- Textphone: Dial 18001 followed by the helpline number
- For Welsh-speaking advisers, freephone 0808 223 1144
- Online Webchat: Available 9am-5pm
Citizens Advice also offers guidance for small businesses on managing energy costs and switching to a new energy supplier.
Advice Direct Scotland
If you’re a Microbusiness or Small Business Consumer based in Scotland, Advice Direct Scotland provides free, practical advice on energy issues and payment struggles through their national energy advice service, visit energyadvice.scot.
- Freephone: 0808 196 8660 (Monday to Friday, 9am-5pm)
- Online Webchat: Available during service hours
Business Debtline
The Business Debtline, a service from the Money Advice Trust, offers free and independent debt advice for Microbusinesses and Small Business Consumers.
- Call: 0800 197 6026
- Webchat: Available Monday to Friday, 9am-8pm (webchat closes at 6:30pm)
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
Back billing policy
Back billing occurs when energy suppliers bill a micro business customer for electricity or gas which has not previously been charged for. At UGP our back billing for micro business customers is limited to 12 months for electricity and 12 months for gas.
Our commitment to 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.
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.
Other information
To help you close your account with us we need a final meter reading from the date you move out and a forwarding address.
Your final statement will confirm any credit balance on your account (based on a final actual meter read or agreed meter read) and you can contact us to discuss options on how this is refunded by calling our dedicated customer service team on 0800 6696697 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.
You may be eligible for a refund, for more information please contact our dedicated customer service team on 0800 6696697 or visit our contact us page.
If you are a micro business, we only work with brokers (also known as ‘third party intermediaries’) that are members of a qualifying alternative dispute resolution (ADR) scheme provided by the Energy Ombudsman.
If you have a complaint about a broker, please contact your broker. If the complaint has reached a “deadlock” position or has been unresolved for more than eight weeks the complaint may be progressed, free of charge to the Energy Ombudsman to resolve.
More information can be found on the Energy Ombudsman’s website.
Further help
Citizens Advice
Citizens Advice provides free and independent support to Microbusinesses and Small Business Consumers (SBC) on a range of issues, including switching suppliers, understanding energy contracts,
and managing debt.
- Freephone: 0808 223 1133 (available 9am-5pm)
- Textphone: Dial 18001 followed by the helpline number
- For Welsh-speaking advisers, freephone 0808 223 1144
- Online Webchat: Available 9am-5pm
Citizens Advice also offers guidance for small businesses on managing energy costs and switching to a new energy supplier.
Advice Direct Scotland
If you’re a Microbusiness or Small Business Consumer based in Scotland, Advice Direct Scotland provides free, practical advice on energy issues and payment struggles through their national energy advice service, energyadvice.scot.
- Freephone: 0808 196 8660 (Monday to Friday, 9am-5pm)
- Online Webchat: Available during service hours
The Business Debtline, a service from the Money Advice Trust, offers free and independent debt advice for Microbusinesses and Small Business Consumers.
- Call: 0800 197 6026
- Webchat: Available Monday to Friday, 9am-8pm (webchat closes at 6:30pm)
Managing rising energy costs can be challenging for businesses. If you’re worried about paying your business energy bills, we’re here to help.
Contact our Customer Services Team on 0800 669 6697 to discuss available support, including:
- A review of your payments and debt repayments
- Payment breaks or reductions
- More time to pay
- Access to a business debt service
You can also find advice on managing debt and budgeting through the Business Debtline.
Support from Charities
Explore grant opportunities through free search services like Grants Online or visit Let’s Talk for information on business funding options offered by charities.
Support from Government
Use the GOV.UK Business Finance and Support Finder for resources tailored to small businesses. Additionally, contact your local council about support options like small business grants and sustainable growth funding. Applications typically require a business case.
Small Business Consumer
From 19 December 2024, Small Business Consumers (SBCs) will be eligible to refer unresolved complaints
to the Energy Ombudsman if they meet one of the following criteria:
- with an annual consumption of electricity of not more than 200,000 kWh, or gas of not more than 500,000 kWh, or
- with fewer than 50 employees (or their full time equivalent), and an annual turnover not exceeding £6.5 million or a balance sheet total not exceeding £5 million.
