British Gas Back Billing

G_dog69

Dear All,

I hope this message finds you well. As a new subscriber, I am reaching out in the hope that someone might be able to provide advice or guidance on an issue I have been struggling to resolve with British Gas.

Recently, I watched a Martin Lewis show, featuring the Ofgem Chief Executive, discussing the rules regarding energy back billing. As I understood from the discussion, energy companies are prohibited from back-billing customers for periods exceeding 12 months. However, the problem I am facing seems to contradict this regulation.

In August 2024, British Gas unexpectedly added an amount of £14,838.13 to my statement without any explanation. Upon contacting their customer service team, I was informed that the error occurred due to a system migration. They assured me that this would be rectified, credited my account accordingly, and offered a goodwill gesture of £50 to compensate for the inconvenience and stress caused. At that time, I believed the matter had been resolved.

Unfortunately, this was not the case. The substantial amount has remained on my account since then, and my monthly direct debits have increased significantly as a result. Despite numerous calls to their support team and assurances of resolution, I was informed in February 2025 that the £14,838.13 backdates to the period of February 2022 to August 2022. This was during the transition from Together Energy (which ceased operations) to British Gas, who became our energy supplier of last resort.

Since January 2024, I have been diligently submitting monthly meter readings and paying £1,000 per month for gas and electricity through the app. Despite this, British Gas has failed to address the issue satisfactorily. I have been promised callbacks and resolutions on multiple occasions, none of which have materialized. After watching the aforementioned program, I downloaded and sent a letter from Citizens Advice Bureau (CAB), demanding that the amount be credited and requesting compensation for the distress caused by their prolonged mishandling of this issue.

To date, I have spent over 20 hours on phone calls with British Gas, scouring available resources for help, and following up on promises that remain unfulfilled. My first formal complaint lodged on the 10th of February 2025 was closed without any investigation. My second complaint, raised on the 27th of February, has now been open for over a month, despite assurances that it would be addressed within 10 days.

The uncertainty and apparent incompetence surrounding this matter have left me deeply frustrated and disheartened. I find it difficult to believe that such practices are fair, reasonable, or in line with regulatory guidelines.

I would be immensely grateful for any assistance or advice anyone can provide regarding my situation.

DE_612183

Thats a big bill - is this a domestic supply or commercial - the back billing rules only apply to domestic supplies

QrizB

G_dog69 said:

My first formal complaint lodged on the 10th of February 2025 was closed without any investigation. My second complaint, raised on the 27th of February, has now been open for over a month, despite assurances that it would be addressed within 10 days.

After 8 weeks you can take your complaint to the Ombudsman, an independent ajudicator.

8 weeks from your first complaint is the 7th of April, I think?

G_dog69

DE_612183 said:

Thats a big bill - is this a domestic supply or commercial - the back billing rules only apply to domestic supplies

It is a domestic supply! 

QrizB

G_dog69 said:

DE_612183 said:

Thats a big bill - is this a domestic supply or commercial - the back billing rules only apply to domestic supplies

It is a domestic supply! 

Just so you know, we saw a lot of these cases on the forum last year when BG were moving systems. You're not alone, you're by no means the first and you're probably not the last.
The Ombudsman should be familiar withBG's change-of-billing-platform woes so, provided you can make a coherent case based on bills, payments and meter readings, you should get a favourable outcome.

G_dog69

QrizB said:

G_dog69 said:

DE_612183 said:

Thats a big bill - is this a domestic supply or commercial - the back billing rules only apply to domestic supplies

It is a domestic supply! 

Just so you know, we saw a lot of these cases on the forum last year when BG were moving systems. You're not alone, you're by no means the first and you're probably not the last.
The Ombudsman should be familiar withBG's change-of-billing-platform woes so, provided you can make a coherent case based on bills, payments and meter readings, you should get a favourable outcome.

Thank you for your comment. I do hope so! Our monthly bill is large enough without having the weight of this outstanding amount on our account as well! Just wish BG customer service was more reactive than they have been especially if it has happened to other people as well! 

GingerTim

G_dog69 said:

Recently, I watched a Martin Lewis show, featuring the Ofgem Chief Executive, discussing the rules regarding energy back billing. As I understood from the discussion, energy companies are prohibited from back-billing customers for periods exceeding 12 months. 

Just be aware that this blanket statement is not quite correct. But this certainly sounds like a British Gas systems disaster and I hope you are able to resolve this soon.

G_dog69

GingerTim said:

G_dog69 said:

Recently, I watched a Martin Lewis show, featuring the Ofgem Chief Executive, discussing the rules regarding energy back billing. As I understood from the discussion, energy companies are prohibited from back-billing customers for periods exceeding 12 months. 

Just be aware that this blanket statement is not quite correct. But this certainly sounds like a British Gas systems disaster and I hope you are able to resolve this soon.

Thank you for your response. However, I am increasingly concerned that British Gas may still find a way to charge me the £14,838.13 that unexpectedly appeared on our August 2024 statement.

This entire situation has been incredibly stressful, and to seek further support, I have now written to my local MP, hoping they can assist in addressing this issue. However, I do appreciate the updates on this forum and hope that it assists others who may find themselves in a similar predicament!

QrizB

G_dog69 said:

GingerTim said:

G_dog69 said:

Recently, I watched a Martin Lewis show, featuring the Ofgem Chief Executive, discussing the rules regarding energy back billing. As I understood from the discussion, energy companies are prohibited from back-billing customers for periods exceeding 12 months. 

Just be aware that this blanket statement is not quite correct. But this certainly sounds like a British Gas systems disaster and I hope you are able to resolve this soon.

Thank you for your response. However, I am increasingly concerned that British Gas may still find a way to charge me the £14,838.13 that unexpectedly appeared on our August 2024 statement.

Check your bills and meter readings carefully. If you have the same problem that lots of others have had, you'll find that the closing meter reading BG used for your account on the old system won't be the same as the opening meter reading on the new one.

Follow BGs complaints process then, after eight weeks, go to the Ombudsman with the same case based on meter readings and bills.