Welcome to RGP Business Solutions Limited Complaints Procedure
1 – Investigating your Complaint The purpose of this privacy policy: Our team of experienced energy specialists are available every weekday between 9 am and 6 pm and will work to resolve your complaint. We are committed to resolving the issues to your satisfaction; feel free to contact us directly if you wish to discuss your complaint in further detail with your dedicated account manager or a director. Should your assigned complaints advisor or a member of our management team be unable to resolve your complaint promptly, they will provide you with timescales. They will also be in contact regularly with updates on the progress of your complaint. Please send all complaints to: Complaints@royalgasandoower.com . At this stage, if we can reach a solution you are happy with then we will: Send you a complaints resolution letter via email (if available) advising how we have resolved this situation for you. 2 – Not happy with our response? If not happy with the way we have dealt with your complaint or have any ideas on how we might improve our service moving forward, you may wish to talk further with a director. Please Email: complaints@royalgasandpower.com or call us on 0207 096 5666 to discuss this. Complaints department, RGP Business Solutions Limited, 124-128 City Road London EC1V 2NX If we are unable to reach a solution you are happy with then, we will: Send you a final deadlock letter via email (if one is available) advising of our final position on the complaint 1 3 – Additional Independent Advice Citizens Advice Providing independent and impartial advice, both over the phone and in person, free of charge. Please visit citizensadvice.org.uk/energy or contact the following number: Consumer Service – 0808 223 1133 Consumer Service Welsh Speaking – 0808 223 1144 Business Debtline Business debt line is a charity providing impartial and independent advice free of charge, both over the phone and online, to small businesses. Visit businessdebtline.org or call on 0800 197 6026. 4 – Independent Review After eight weeks from the date of the original complaint, or if we have issued a ‘deadlock letter’, and you qualify as a Micro Business, you can contact the Ombudsman Services for energy. They will provide free impartial advice and resolve disputes where a final agreement cannot be reached between the customer and the energy supplier/consultant. Your business will be identified as a Micro Business if it meets any one of the following conditions: Your business uses less than 100,000 kWh of electricity a year: or Your business uses less than 293,000 kWh of gas a year or Your business has fewer than 10 employees (or their full-time equivalent) and its annual turnover or yearly balance sheet total is not more than €2 million Email: Enquiry@ombudsman-services.org Post: Ombudsman Services, Energy, PO Box 966, Warrington, WA4 9D Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached Name: Energy Ombudsman • Website: https://www.energyombudsman.org/ • Email: enquiry@energyombudsman.org • Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm) • Post: Energy Ombudsman P.O. Box 966 Warrington, WA4 9DF
Terms and Conditions
INTERPRETATION 1.1 Definitions: Business Day: a day other than a Saturday, Sunday, or public holiday in England when banks in London are open for business. Commencement Date: has the meaning given in clause 3.1. Commission Payment: The payment RGP Business Solutions Limited is entitled to receive from the Supplier as a result of the Customer entering into the Contract. Conditions: these terms and conditions are set out in clause 1 to clause 8 (inclusive). Contract: the contract between the Customer and RGP Business Solutions Limited for the supply of the Services incorporating the Letter of Authority and these Conditions. Customer: the person or organisation who purchases Services and any agreed Value Added Services from RGP Business Solutions Limited. Customer Breach: Any act or omission of the Customer that represents a breach of the terms of this Agreement by the Customer. Data Protection Legislation: all applicable data protection and privacy legislation in force from time to time in the UK, including the General Data Protection Regulation ((EU) 2016/679); the Data Protection Act 2018; the Privacy and Electronic Communications Directive 2002/58/EC (as updated by Directive 2009/136/EC) and the Privacy and Electronic Communications Regulations 2003 (SI 2003/2426) as amended. Default Fee: Payment due from the Customer to RGP Business Solutions Limited in the event of a Customer Breach. Letter of Authority: the letter of authority provided by RGP Business Solutions Limited to the Customer and executed by the Customer to authorise RGP Business Solutions Limited to negotiate with Utility Providers on behalf of the Customer. RGP Business Solutions Limited: RGP Business Solutions Limited (Companies House Registration Number [ 13425662]), trading as Royal Gas and Power. Utility Providers: any provider or supplier of water, telecommunications, gas and/or electricity (which shall include any third-party provider of consumption data, including but not limited to Electralink and Xoserve). Value Added Services: any additional services such as account management, bureau services, access to an online review portal, and discounted access to energy management platforms that are agreed between the parties. 1.2 Interpretation: (a) A reference to a statute or statutory provision is a reference to it as amended or re-enacted. A reference to a statute or statutory provision includes any subordinate legislation made under that statute or statutory provision, as amended or re-enacted. (b) Any phrase introduced by the terms including, include, in particular, or any similar expression shall be construed as illustrative and shall not limit the sense of the words preceding those terms. (c) A reference to writing or written includes email. COMMENCEMENT & TERM 2.1 The Contract shall commence on the Commencement Date and shall continue unless terminated earlier in accordance with its terms until either party gives the other not less than 30 days written notice to terminate. 2.2 The Letter of Authority is valid from the date it has been signed and shall continue until the later of (i) 12 months from that date or such renewal date pursuant to clause 2.3, (ii) such date as RGP Business Solutions Limited still requires authority to terminate an existing contract between the Utility Provider and the Customer, or (iii) termination of this Contract pursuant to clause 2.1. 2.3 The Letter of Authority shall renew on each anniversary of its date of expiry unless the Customer notifies RGP Business Solutions Limited in writing within thirty (30) days of the date of RGP Business Solutions Limited written notification to the Customer, providing the Customer with the option to opt out of such renewal. SUPPLY OF SERVICES The Customer agrees that: 3.1 The Letter of Authority constitutes a request by the Customer to purchase Services in accordance with these conditions. This Contract shall come into existence (Commencement Date) when the Letter(s) of Authority signed by the Customer is received by RGP Business Solutions Limited. 3.2 In return for RGP Business Solutions Limited receiving the Commission Payment, RGP Business Solutions Limited shall supply the Services to the Customer from the date of execution of the Letter of Authority in accordance with this Contract. 3.3 In supplying the Services, RGP Business Solutions Limited shall perform the Services with reasonable care and skill. 3.4 Nothing in this Contract is intended to, nor shall be deemed to, establish any partnership or joint venture between the parties nor constitute any party the agent of the other party. The parties acknowledge and agree that RGP Business Solutions Limited is a supplier of Services and acts as an independent contractor to the Customer. CUSTOMER’S OBLIGATIONS Your attention is particularly drawn to this clause. 4.1 The Customer shall: (a) Comply at all times with these Conditions, as well as any applicable Terms & Conditions of any relevant Utility Provider, relating to any New Supply Contract; (b) Co-operate and provide such assistance as RGP Business Solutions Limited may reasonably require from time to time in relation to the Services; (c) Provide, in a timely manner, such information as RGP Business Solutions Limited may reasonably require and ensure that it is accurate in all material respects; (d) Immediately inform RGP Business Solutions Limited if there is any change in the Customer’s circumstances and/or business, which may affect the provision of the Services; (e) Not to enter into any other contract (for any reason including due to a change in tenancy or change in occupancy) for the supply of energy (“Other Contract”) for the intended period of the New Supply Contract whereby that Another Contract provides the Services, whether in whole or in part, to be provided under the New Supply Contract. (f) Provide authority for RGP Business Solutions Limited to enter into discussions and/or arrangements with such Utility Providers as RGP Business Solutions Limited may determine (as further detailed in the Letter of Authority), and the Customer agrees that RGP Business Solutions Limited may supply any information, data, or documents that RGP Business Solutions Limited may receive from the Customer to any such Utility Provider; and (g) Comply with the provisions of the Bribery Act 2010 and any other applicable legislation. 4.2 If the performance by RGP Business Solutions Limited of its obligations under the Contract is prevented or
Understanding SECR and ESOS
What is SECR? SECR (Streamlined Energy and Carbon Reporting)is a UK government initiative requiring large organisations to report their energy use and greenhouse gas emissions annually. The SECR framework builds upon the previously existing Carbon Reduction Commitment (CRC) Energy Efficiency Scheme, expanding the scope of reporting requirements. Companies must also include detailed energy and carbon information in their reports to ensure compliance with the regulations. This helps businesses understand their environmental impact and encourages them to reduce it. Why has SECR been implemented? The SECR framework aims to increase transparency and accountability in corporate environmental reporting. By requiring companies to disclose their energy use and greenhouse gas emissions in terms of carbon dioxide equivalent, it ensures that businesses are aware of their environmental impact and are encouraged to take steps to reduce it. SECR Reporting Requirements Companies must report their annual quantity of Greenhouse Gas (GHG) emissions, including carbon report, against a defined reporting period. The SECR framework builds upon the previously existing Carbon Reduction Commitment (CRC) Energy Efficiency Scheme, expanding the scope of reporting requirements. Companies must also include detailed energy and carbon information in their reports to ensure compliance with the regulations. This information must be included in the directors’ report or energy and carbon report. The regulations apply to quoted companies, large unquoted companies, and large limited liability partnerships. Additionally, companies must report on their energy efficiency measures, including the emissions intensity ratio, to provide a comprehensive view of their environmental impact. Why has SECR been implemented? The UK government introduced the Streamlined Energy and Carbon Reporting (SECR) policy to extend the advantages of carbon reporting to a broader range of businesses. This initiative aims to encourage the adoption of energy efficiency measures, which offer both economic and environmental benefits. By mandating disclosures on energy and carbon, SECR helps companies cut costs and boost productivity while reducing carbon emissions. This aligns with the G20 Financial Stability Board’s Taskforce on Climate-related Financial Disclosures recommendations. Additionally, SECR provides crucial information for investors and financial actors, aiding them in navigating the transition to a sustainable, low-carbon economy. SECR Reporting Requirements SECR reporting requirements vary based on a company’s category. UK incorporated quoted companies must report the annual quantity of Greenhouse Gas (GHG) emissions and energy consumed from their purchase of energy (gas, electricity) for their own use. Large UK incorporated unquoted companies are required to report the annual quantity of GHG emissions and energy consumed in the UK from activities related to the combustion of fuel for transport or gas. Large UK incorporated LLPs must prepare a report equivalent to the directors’ report for each financial year, including figures on energy consumption and energy efficiency measures. What is ESOS? ESOS (Energy Savings Opportunity Scheme) is another UK scheme, designed to help large organisations identify energy-saving opportunities through regular audits. Who Needs to Comply? Large UK organisations must comply if they meet two out of three of the following: What does SECR Involve in Carbon Emissions? Organisations must include the following in their annual reports: Energy Use: Total energy consumption (electricity, gas, and transport). Emissions: Emissions reported under the following “Scopes”: Energy Efficiency Measures: Actions taken to reduce energy use. Intensity Metrics: Data normalised by a business activity (e.g., emissions per employee or per £1 million turnover). Organisations may also need to obtain display energy certificates to demonstrate compliance with energy assessment standards. How Does ESOS Work with Energy Efficiency Measures? Energy Efficiency Action The SECR report must include a narrative description of the principal measures taken to increase energy efficiency in the relevant year. It is recommended that the actions reported are those which have had a direct impact on energy efficiency. If possible, the resulting energy savings from these actions should also be stated. Companies are encouraged to go beyond the minimum requirements and voluntarily include any other significant sources of energy use or GHG emissions outside these boundaries, as well as reporting on scope 3 emissions. SECR Scopes vs. ESOS Phases SECR Scopes: Categorise emissions into Scope 1 (direct), Scope 2 (indirect), and Scope 3 (optional)for annual reporting. Both SECR and ESOS require detailed reporting of UK energy use to ensure compliance with national regulations. ESOS Phases: Compliance periods every four years. For example: Benefits of SECR and ESOS The Streamlined Energy and Carbon Reporting(SECR) and the Energy Savings Opportunity Scheme (ESOS) are two UK government initiatives designed to help large businesses and public sector organizations reduce energy consumption and costs. By implementing energy efficiency measures, companies can cut costs and improve productivity while reducing carbon emissions. SECR provides a framework for companies to report on their energy and carbon emissions, while ESOS requires companies to conduct regular energy audits to identify energy-saving opportunities. Both schemes aim to help organizations reduce their energy consumption, lower their carbon footprint, and save money on energy bills. By complying with SECR and ESOS, companies can demonstrate their commitment to sustainability and contribute to the UK’s efforts to reduce greenhouse gas emissions. Why is This Important for Economic and Environmental Benefits? Both SECR and ESOS aim to: By understanding and complying with these schemes, your organisation can improve its sustainability while staying legally compliant. Get in touch with us today, and we will connect you with our experts to support your SECR and ESOS compliance.
Understanding the Energy Intensive Industry Scheme
What is Energy Intensive Industries (EII) Relief? The UK government introduced Energy Intensive Industries (EII) relief in 2016 to support businesses with high energy demands in their manufacturing processes. Energy intensive industries pay significantly more due to the costs associated with carbon pricing and emissions trading schemes. This was later replaced by the EII exemption scheme, implemented between autumn 2017 and spring 2018. The shift aimed to provide greater long-term stability and certainty, ensuring energy-intensive businesses benefit from higher cost savings and a more predictable financial outlook. This scheme helps industries facing significant competitive disadvantages due to the costs of funding renewable and low-carbon policies. Eligible businesses can receive exemptions from the indirect costs of renewable policies, with up to 85% off charges for Contracts for Difference (CFD), Renewable Obligation (RO), and Feed-in Tariff (FiT). Is Your Business Eligible for EII Relief? To qualify for an EII certificate and benefit from cost exemptions, businesses must meet five key criteria: If your business meets these criteria, you could significantly reduce your energy costs through the EII relief scheme. The EII relief is part of a broader compensation scheme designed to alleviate the financial burdens on energy-intensive businesses. Why Was the EII Exemption Scheme Introduced? To achieve its net zero emissions target by 2050, the UK government has implemented various policies to support the transition to renewable and low-carbon energy sources. While these initiatives have driven impressive growth—renewables accounted for 47% of the UK’s electricity generation in early 2020—they also come with added costs. The funding for these renewable energy projects is initially covered by energy suppliers but is ultimately passed down to consumers, including businesses, through higher energy bills. For energy-intensive industries, these rising costs create a competitive disadvantage, particularly against EU businesses with lower energy expenses. Without such support, these businesses would face a significant competitive disadvantage in international markets. The EII exemption scheme was introduced to address this issue, helping energy-intensive businesses stay competitive by reducing their share of the indirect costs associated with funding renewable energy policies. This ensures the UK can continue to support sustainability efforts without undermining the global competitiveness of key industries. Benefits of the EII Exemption Scheme The EII Exemption Scheme offers several benefits to energy-intensive businesses, including: How to resolve energy switch objections Find out why the switch was objected to. Your current supplier is required to tell you the reason for the objection. The most common reasons are debt on the account or fixed-term contracts that have not yet ended. You should firstly take action, for example if the switch was objected to because of debt on the account, then clear any unpaid balances. Once you have taken action, inform your supplier of the action taken and ask them to remove the objection. Suppliers must only give valid reasons for the objection. These are outlined in their supply licence. Suppliers are also obligated to tell you the reason for the objection and to tell you how to resolve it. If you think you have received an unfair objection, you should file a complaint with your supplier’s complaint team. If you have tried this and the issue is still unresolved, you should contact the energy ombudsman. How to Apply for the EII Exemption Scheme To apply for the EII Exemption Scheme, businesses must meet the eligibility criteria and follow a structured application process. Here are the steps to apply: EII Exemption Certificate The EII Exemption Certificate is a crucial document that confirms a business’s eligibility for the EII Exemption Scheme. Typically valid for a specific period, the certificate must be renewed periodically to maintain the exemption. The certificate includes the following information: Once received, the EII Exemption Certificate must be passed on to the electricity supplier, who will then apply the exemption to the business’s energy bills. This certificate is essential for ensuring that the business receives the correct exemption amount, ultimately helping to lower energy costs and support financial stability. How Has COVID-19 Affected the EII Exemption Scheme and Electricity Costs? The COVID-19 pandemic created significant uncertainty across the UK economy, with the energy sector experiencing a sharp decline in consumption during the first half of 2020. This led to lower electricity prices, which in turn made it more challenging to assess a business’s energy intensityand financial standing. Energy intensive industries (EIIs) faced unique challenges during the pandemic, with fluctuating energy demands and financial instability. To address this issue, the government has chosen to exclude the period from 31 December 2019 to 30 June 2020 when determining whether a business is considered “in financial difficulty” for EII exemption purposes. This adjustment ensures that temporary disruptions caused by the pandemic do not unfairly impact eligibility assessments. What Other Support Is Available? As of April 2024, the EII Renewable Levy Exemptionhas increased from 85% to 100%, affecting the following Third-Party Charges (TPCs): Renewables Obligation, Contracts for Difference, and Small-Scale Feed-in Tariff. The transition from the Energy Bill Relief Scheme to the Energy Bill Discount Scheme provides ongoing support for managing energy bills. Additionally, new legislation has introduced a full indirect exemption from costs associated with the Capacity Market, aligning with the Capacity Market Delivery Year (October to September). The EII compensation scheme aims to mitigate increased costs for energy-intensive industries, ensuring their competitiveness in a global market. At Royal Gas and Power, we’re committed to being a trusted energy and decarbonisation partner. We help our EII customers understand the eligibility process and navigate the steps required to access available exemptions and compensation. Want to learn more? Get I n touch with our team today.
Energy Contracts for Micro-Businesses
When starting a new business, the list of tasks to get you up and running can seem endless, so managing your energy bills might not be viewed as a priority. However, securing the best energy contract for your new business is crucial. If you are stuck on out-of-contract rates, your energy bills can be up to 3x more expensive, meaning your monthly expenses can increase massively! What Is a Micro-Business? A microbusiness is a business which employs less than ten people and turns over less than £1.8 million annually. Additionally, if your company employs more than ten people, it could still be counted as a microbusiness – if you use less than 100,000 kWh of electricity per year or less than 293,000 kWh of gas per year. If you’re unsure how much energy you use in a year, you can find out by contacting your supplier, checking your bill or asking us – our energy experts will be more than happy to help. There are currently 5.2 million micro businesses throughout the UK. Qualifying as a micro business gains you access to a wider range of business energy providers, some familiar household names such as EDF and others less known to those outside of the business industry. How Are Energy Contracts Different for Micro-businesses? What should you look for once a contract has been arranged? If you run a microbusiness, you’ll receive the following information from your energy supplier when you agree to a new contract: The key terms of the plan before you sign up for it. This information should be provided whether you use a broker or purchase directly from the supplier. The terms and conditions for the contract should include renewal terms for fixed-term plans. You should receive this within ten days of signing a new contract. Information regarding the contract end date and the latest date you can give notice to terminate a fixed-term contract (if applicable). When your energy contract is due for renewal, you should be provided with the following information: A renewal reminder explaining what your options are. You should receive this around 60 days before your contract ends. This includes your current rates, annual consumption, and any new rates the supplier wishes to offer for your next contract. It is best to shop around for other prices before deciding whether you want to renew with your current supplier, as it is rare for the renewal rates being offered to be the cheapest on the market. If you would like help finding the most affordable prices, Get a Quick Quote . Types of Tariffs How Can My Micro-Business Secure The Best Energy Prices? To ensure you get the best energy prices, you should run a price comparison to ensure you get the best rates on the market. Purely Energy can help you with this. Understanding your energy usage can also make a huge difference in saving on your energy bills. Purely Energy has now released our new energy management software- Insights. Track your usage in real-time to identify any inefficient equipment or to find out where energy is being wasted as it is happening. If your business classifies as a micro business, you could be eligible for government grants or schemes, such as VAT reduction or CCL exemption.
Energy Broker Commission
What is an energy broker? Energy Brokers are a third-party intermediary between a business and energy suppliers. Energy brokers help businesses secure the best possible prices for their energy bills. The energy broker will set up a contract between your business and the chosen energy supplier. What do energy brokers do? Energy brokers assess your businesses’ energy requirements (e.g. energy consumption, start date, etc.) and use this information to navigate the energy market and secure the lowest prices. Energy brokers can access cheaper rates than if you were to go to the supplier directly. A good energy broker will have developed excellent relationships with their suppliers. In return for gathering a large volume of customers for the energy supplier, the energy supplier will provide cheaper prices. How do energy brokers earn commission? Energy brokers will add an uplift to the supplier’s price. For example, if a supplier had quoted an electricity price of 26p / kWh, the energy broker could then add an extra 0.5p / kWh, making the total price 26.5p / kWh. The customer usually pays their bills, and the energy supplier is responsible for paying the energy broker. Previously, there were no laws surrounding energy brokers not disclosing their uplifts to customers, so many immoral brokers were mis-selling overly expensive energy contracts. OFGEM had to get involved in 2024 and made it a legal requirement for brokers to disclose their uplifts to customers. If you think you have been mis-sold an energy contract and need help determining your next steps, contact us. We will be happy to assist you.
Domestic Energy vs Business Energy
What is the difference between domestic energy and business energy? Although energy for domestic and commercial premises comes from the same source and even sometimes from the same supplier, there are many differences between the two. This means that comparing business energy quotes isn’t as simple as comparing quotes for domestic energy. Here’s everything you need to know. What are the differences between domestic and commercial energy contracts? Why is comparing business and domestic energy quotes so different? Business energy is much more complicated than domestic energy. Domestic energy is pretty straightforward; most people use energy around similar times and for similar reasons. The only difference is that some households use more energy than others. Businesses, however, can massively differ in their usage, consumption patterns, and reasons for consumption. For example, a cafe and a bar may have similar usage, but the ways and times the energy is used will be completely different. Additionally, risk factors need to be accounted for in business energy. When securing an energy contract, a business may sign a 3-year contract. In this scenario, the supplier will purchase the entire contract’s worth of energy from the wholesaler. However, if that business goes bust 18 months into the contract, then the supplier has lost money on the contract. This is why volume tolerance charges were introduced, and credit checks are necessary for business energy contracts. What is the best way to get quotes for my business? We recommend comparing rates from multiple suppliers to ensure you navigate the market thoroughly. However, this can be a long process, and realistically, you will have better things to do with your time than ringing up 20 different suppliers. But that’s why we’re here! Using a service like Royal Gas and Power, you can compare quotes from up to 30 suppliers and sort your contract out that same day. Not only can we access quotes from all suppliers quicker than if you were to go directly to them all, but we can also unlock cheaper rates due to our good relationships with the suppliers.
Objections To Your Business Energy Supply Switch
Switching energy suppliers can be a great way to cut costs for your business. By navigating the market when your current contracts come to an end, you can ensure that you are always finding the best deal out there for your energy supplies, which your current supplier is not always guaranteed to provide you with. Once you’ve made the decision to switch, it’s common to experience a setback, known in the energy world as an ‘objection’, before your supplies can successfully move over. What is an objection? An energy switch objection means that your current energy supplier has rejected the transfer of your energy supply to a new supplier. Objections help energy suppliers to manage any risks associated with the switch, ensuring that the switching process complies with their existing terms and conditions. Why has my energy switch been objected to? Energy suppliers can object to an energy switch for multiple reasons. These are the most common reasons: My switch has been objected to. What’s next? Here is how the objection process typically works: Can you switch suppliers if you have debt on your account? If you have been in debt with your supplier for over 28 days, you can only switch once the debt is paid off. This does not stop you from comparing energy deals once you are in the renewal window for your current contract, usually six or fewer months before your contract end date. How to resolve energy switch objections Find out why the switch was objected to. Your current supplier is required to tell you the reason for the objection. The most common reasons are debt on the account or fixed-term contracts that have not yet ended. You should firstly take action, for example if the switch was objected to because of debt on the account, then clear any unpaid balances. Once you have taken action, inform your supplier of the action taken and ask them to remove the objection. Suppliers must only give valid reasons for the objection. These are outlined in their supply licence. Suppliers are also obligated to tell you the reason for the objection and to tell you how to resolve it. If you think you have received an unfair objection, you should file a complaint with your supplier’s complaint team. If you have tried this and the issue is still unresolved, you should contact the energy ombudsman. How can I switch suppliers? The simplest way for business owners to switch their supply and get the best energy prices is by contacting our team of energy experts, who can provide you with the lowest prices on the market. All you need to do is get a quote and a team member will contact you to talk you through the process and provide you with your quotes. Our dedicated admin team will be on hand throughout the process to handle any incoming objections, liaising with yourself and the supplier to get these resolved promptly and provide you with a stress-free switch.
