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Citizens Advice responds to British Gas Business paying £9.5m penalty for billing and complaints issues

24 January 2017

The energy regulator Ofgem announced today that British Gas Business will pay a penalty of £9.5m following failings in its registrations, complaints handling and billing processes.

Citizens Advice Chief Executive, Gillian Guy, said:

“Hundreds of British Gas Business customers sought Citizens Advice’s help with late bills and poorly handled complaints in 2014.

“Errors by British Gas Business following a billing system change meant some firms did not receive a bill for up to 18 months and then were asked to pay a large catch-up bill. In some cases customers went weeks without having their issue resolved.

“It is good that British Gas Business reported its problems to the regulator and has worked to correct them. Energy firms need to plan ahead to minimise the impact of introducing a new billing system on their customers.”

Citizens Advice last week launched new league table allowing small business owners to compare how well energy suppliers are handling their complaints.

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.