Treating Customers Fairly

At BES Utilities, we understand how important it is, now more than ever, for customers to trust their energy supplier. We pride ourselves on delivering innovative products that meet our customers’ electricity and gas needs, as well as providing a first class level of service.

In 2013, our industry regulator, Ofgem, introduced new Standards of Conduct for electricity and gas companies which supply small and medium businesses.

These Standards of Conduct mean suppliers must:
• Behave in a fair, honest, transparent, appropriate and professional way, at all times
• Provide customers with information which is transparent, clear, accurate and easy to understand, whether it’s in writing, over the phone, or face to face
• Clearly display contact information and make it easy for customers to get in touch, so that the company can resolve any problems quickly and make sure their service meets the needs of its customers

You can find more information about the Standards of Conduct on Ofgem’s website:, under the ‘Retail Market Review’ section.

At BES, we believe all of our customers deserve a fair and consistently high level of service, so although the Standards only refer to micro businesses, we treat all of our customers in the same way, regardless of their business size.

We’ll let you know, at least once per year, about the steps we’re taking to ensure we treat customers fairly. This is our report for 2018, and you can request a copy, free of charge, by contacting our Customer Services Team or click here to view an online version.

Electricity and Gas Back Billing Policy

Providing timely and accurate bills plays a big part in making sure our customers get a fair deal. Although we work hard to make sure your bills are correct, unfortunately things can sometimes go wrong. Our back billing policy explains the steps we’ll take if we need to correct any under charging, giving you peace of mind that we’ll work with you to resolve the problem. You can view our policy here.

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