BES Utilities are signatories to the Energy UK and ICOSS voluntary standards for the back billing of micro businesses. For further information please click here.
We are committed to ensuring customers receive a fair and consistently high level of service, at all times. We aim to provide timely and accurate bills but recognise that, unfortunately, sometimes things can go wrong.
This policy explains how we will try to resolve back billing scenarios.
What do we mean by back billing?
So called ‘back billing’ occurs when energy suppliers are forced to bill a customer for electricity or gas which has not previously been charged for, going back over a number of months or, in extreme cases, years.
For instance, back billing may happen if the customer’s account has previously been billed using underestimated meter readings for a long period of time, or where a change of tenancy has occurred at the property but no bill has been sent to the new occupier and this is then corrected.
Our back billing policy
In January 2015, our policy changed to go beyond the requirements set out by the Energy UK and ICOSS voluntary standards for the back billing of micro business customers (these standards limit back billing to a maximum of 3 years for electricity and 4/5 for gas).
Where we are at fault, BES Utilities will limit the back billing period to a maximum of 12 months. In addition, we will aim to ensure that, on the rare occasion where we have to issue a back bill, customers are provided with repayment options which meet their needs. For example, we will consider a suitable payment plan, or a potential discount for one off payment.
To print or download a copy of the policy, please click here.
To find more information about the Energy UK & ICOSS voluntary standards for the back billing of micro businesses, including examples of what we would consider to be ‘supplier at fault’ back billing scenarios, please see the Energy UK website.