Ofgem’s rules on back billing for Microbusiness Consumers are as follows:

You can’t be charged for gas or electricity used more than 12 months ago if you have not been correctly billed for it or informed about it via a statement of account before. This includes situations where a supplier increases your Direct Debit because it was set too low. Suppliers cannot use this to recover any shortfall for a period longer than 12 months ago.

This is confirmed in the terms and conditions of your contract. However, there may be instances where the back billing rules do not apply, such as instances of gas or electricity theft, or obstructive behaviour that prevents accurate billing, such as blocking meter readings at your property.

If you believe that you have been incorrectly charged for any consumption that is more than 12 months old, please get in touch with our Customer Service Team.

Please send any purchase order numbers to our dedicated team at customerdata@engie.com, please make sure to include your account number to help us process your request.

You will receive your bills on a monthly basis running from the first to the last date of the month, we are not able to amend the frequency that bills are issued. The preferred payment option is by Direct Debit, and all Direct Debit payments are variable in line with invoiced amounts, and the full amount of each invoice will be taken as payment. Please see our answer on how to pay your invoice for further information on your payment options.

The date of your invoice will be displayed on your contract. For our Gas customers this will be on the 10th day of the month following the consumption period, and for our Electricity customers this will be on the 15th day of the month following the consumption period. Where our customers pay by Direct Debit, the payment should be cleared by 14 days after the invoice is issued.

Where you are a Microbusiness Consumer and have a Direct Debit with us, your invoice will show your payment date, and the date for providing us with a termination notice is provided on your bill.

If you are a Business or Large Business customer, please contact our respective Credit Control Teams on the details below to discuss your payment options.

If you are struggling to keep up with your bills, you may seek further advice from the Business Debtline which offers debt support for business customers, Step Change is a debt charity geared towards self-employed people or The Government can offer help and support for businesses.

If you have moved out of a site, please get in contact with us as soon as possible by completing our moving out form.

Once we have received your form, our dedicated team will begin to look into your case and will get in contact with you and the party that is moving in for verification purposes, and request further information where required. We may require a copy of documents such as a valid lease or tenancy agreement, management agreement or solicitors’ letter, or a completion statement if you have sold the property.

Until we have received this form and we have successfully completed your Change of Tenancy you will continue to receive invoices from ENGIE.

If you think there is something wrong with your invoice, you may need to contact us, but there are some things you can check first.

1. Was your invoice estimated? To avoid estimated bills, please ensure that you are providing regular meter readings, you can do this through our online portal

2. Has your contract changed? If your contract has ended, and you are being billed in line with a new contract, or our out of contract rates, your prices may have changed. Find out more about our out of contract rates or contact us on 0333 666 0276 to discuss a new contract.

3. Have there been any changes to your business? If you have changed the way your business operates, such as new operating hours or installing new equipment, this may affect your energy usage.

4. Have you moved premises? If you are no longer responsible for the site you are being invoiced us, please complete a Moving Out Form.

5. Have we charged VAT and CCL correctly? VAT rates can be influenced by your energy usage. Please see our sections on VAT and CCL to find out more about these charges and inform us if you have any exemptions.

You can set up and amend Direct Debits via your Online Account, if you are a Business customer.

Alternatively, you may contact the Customer Service Team on the details below to set up a Direct Debit over the phone, or complete an Electricity Direct Debit Mandate or Gas Direct Debit Mandate and return these to customerdata@engie.com

To make a one-off payment, you can do this via BACs transfer to the below details, please make sure to quote your account number or site ID on all correspondence to make sure we can allocate the payment to the correct account. Please note that payments may take a couple of working days to clear.

Gas Payments:

Sort Code: 20-67-59

Account Number: 60121312

For payments being made overseas please use the IBAN and SWIFT codes:

SWIFT code: BARCGB22

IBAN: GB34 BARC 2067 5960 1213 12

Electricity Payments:

Sort Code: 20-67-59

Account Number: 40133817

For payments being made overseas please use the IBAN and SWIFT codes:

SWIFT code: BARCGB22

IBAN: GB86 BARC 2067 5940 1338 17

Please send remittance advice to remittances@engie.com to ensure that we can correctly allocate your payments to your accounts.

EDI Billing is an electronic version of our tax invoices that condenses multiple invoices into one easy to read invoice.

This is suited to our Large Business Customers, if you believe this would benefit your business, please contact us.

If your account is in credit and you would like to claim a refund, please contact our Customer Service Team on the details provided below and a member of our team will look into this for you, any refunds that are due should be issued within 7 – 10 working days.

If you pay by Direct Debit and funds are returning to the same account we will not require any further documents from you. Where you would like a refund via BACS, please make your request in writing on letter headed paper for amounts over £500.

Climate Change Levy is an environmental tax on business energy use and is only applied to the energy you use. This was introduced in April 2021 and was designed to encourage businesses to be more energy efficient and reduce greenhouse gas emissions. The rate is subject to change over time and is published by the government, if you would like to know the current CCL rate please click.

If you are eligible for VAT relief, you will be eligible for CCL relief, however ENGIE will require a PP11 form prior to any relief being applied to your account. A PP11 form can be completed via the HMRC Website. If you are able to let us know of your exemption before your contract begins, please send us a PP11. If you are unable to let us know before your contract starts with us, we will also require a PP10, and your CCL relief will be applied from your next bill. In this instance, please seek any unclaimed CCL Relief from HMRC directly. A PP10 form can be found on the HMRC Website

Once you have completed a PP11 and / or P10 form please send this to us at customerdata@engie.com for processing.