Service creditClaim within 90 daysTakes a few steps
Compensation for smart meter stuck out of smart mode over 90 days
An agent could flag the 90-day threshold using the original fault report date and account details, but must still confirm the issue was within British Gas's control.
“Don’t fix problems with your smart meter not working in smart mode for more than 90 days, if it’s within our control to do so”British Gas policy page, When do the Standards of Performance apply?
What to include: account number, smart meter fault report date
CompensationNo deadline statedTakes a few steps
General £40 GSOP compensation for any missed standard
Agent can cite the specific failed standard and request £40, but the 'out of our control' or 'genuine dispute' carve-outs require human judgement to resolve.
“If we don't meet any of these standards, we'll pay you compensation to say sorry. We'll give you £40, unless it was because of something out of our control, or there's a genuine dispute between us as to whether you should receive compensation.”British Gas policy page, If we don't meet these standards, we'll make it up to you
What to include: description of failed standard, account number
Service creditNo deadline statedHarder to claim
£40 automatic compensation for missed service standards
Payment is automatic and relies on British Gas's internal records of the failure, so an agent cannot trigger or verify it without the supplier's own confirmation.
“If you're a micro business and owed compensation, you don't need to do anything as we'll automatically make a compensation payment to you. We'll credit your business energy account with £40 within 10 working days of that failure. We'll send you a letter to confirm we've credited...”British Gas policy page, Compensation
CompensationClaim within 10 daysHarder to claim
Pass-through of third-party network compensation within 10 working days
Customer/agent cannot independently verify when British Gas received the third-party payment, making the claim hard to trigger without BG's own records.
“If we receive a compensation payment for you from a Gas Transporter or Electricity Distributor due to their failure to meet one of their guidelines, we'll pass this on to you within 10 working days. If you don't receive the payment within 10 working days, we'll add an extra £40...”British Gas policy page, Electricity Distribution Networks and Gas Network Transporters
What to include: network compensation notice, account number
RefundClaim within 42 daysSimple to claim
Automatic refund of final credit after account closure (move/switch)
The refund is automatic with no claim action required from the customer or agent once the final bill is issued.
“We can only refund any credit left on your account once you receive your final bill, which can take up to 42 days after your account closes. There’s nothing you need to do to claim this refund. If there’s credit left on your account after your final bill, we’ll refund it...”British Gas policy page, If you've moved home or switched supplier
What to include: final bill issued, account closed
RefundClaim within 10 daysSimple to claim
Refund of credit balance within 10 working days of final bill
Agent can request the refund by citing the final bill date and confirming all required info was provided.
“If we owe you any money, we'll refund it within 10 working days of sending your final bill, as long as we've got everything we need from you.”British Gas policy page, Closing your account
What to include: final bill date, bank details, account number
RefundNo deadline statedTakes a few steps
Refund of credit balance for Direct Debit customers
An agent could check eligibility via the account dashboard but British Gas retains discretion over whether to actually approve the refund amount.
“If you pay by Direct Debit and your energy account is in credit, you might be able to ask for a refund online. To qualify, you need to: Be in credit; Pay by Direct Debit, with no payment due within the next 3 days; Have received a bill based on actual meter reads within the last...”British Gas policy page, What we'll check before giving a refund
What to include: account in credit status, direct debit payment method, no payment due within 3 days, recent actual meter read bill within 28 days