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What do we mean by 'fairness'?

At British Gas we are committed to treating you, our Customers, fairly and to us this means that we should always aspire to:

  • put you 'in control of your energy, helping you to use less energy to meet your daily needs, and to manage your energy account in the ways that suits you best;
  • seek to understand what energy services you need and offer those services in a way that gives value for money;
  • communicate clearly and simply, so that you understand exactly what we mean;
  • be easy to contact, easy to talk to and make it easy to find help online;
  • describe our services accurately, fully and honestly, so you know what to expect;
  • deliver what you expect and what we have promised;
  • ask you what you think of our service and act on the results; and
  • admit our mistakes and put things right quickly, ensuring that you are not left out of pocket when things do go wrong.

Do you agree? Is this what fairness means to you? Let us know by emailing us at or write to the Customer Fairness Team, 30 The Causeway, Staines, TW18 3BY.How are we ensuring that we 'treat Customers fairly'?

We have set up a new group within British Gas, called the Customer Fairness Committee (CFC). The CFC aims to ensure that the business is putting fairness at the heart of everything it does.

The CFC is chaired by Jill Shedden, the Human Resources Director of Centrica, the British company that owns British Gas. Jill is not involved in the day-to-day running of British Gas, so she brings some outside perspective as well as valuable experience and understanding of how best we can serve Customers.

To ensure that we really challenge ourselves, taking account of other peoples' perspectives, two members of the CFC are independent of British Gas and Centrica:

Mike O'Connor will join the CFC on 1 January 2014 following his time as Chief Executive of Consumer Futures, an organisation which took over from the National Consumer Council as the body Government tasks to represent consumers in essential markets. Mike has just been appointed the Chief Executive of Step Change Debt Charity.

Steve Smith is the Director of Retail Competition and Regulatory Strategy at Lloyds Banking Group and a former Managing Director of Markets at Ofgem.

Also on the CFC is Chris Stern, the Managing Director of British Gas Insurance Limited, a part of British Gas which is regulated by the Financial Conduct Authority and shares the focus on treating Customers fairly.

The other members of the CFC are Ian Peters, the Managing Director of British Gas's Residential Business, which supplies gas and electricity to homes, Stephen Beynon, the Managing Director of British Gas Business, which supplies gas and electricity to business sites, and Justine Campbell, the Director of Legal, Regulatory and Compliance at British Gas.

The CFC will meet regularly throughout 2014. It has to approve significant new products and changes to your terms & conditions. In addition, it is working through an assessment, area by area, of the way we work today, to see if it needs to be improved from your perspective.

The CFC will see to use Customer research to make sure our views of fairness are rooted in what matters to you. We are also working with our Customer Board, chaired by Ann Robinson, Director of Consumer Policy at and formerly the Chair of Energywatch.

What would you like to see the CFC do? How can it best represent your interest? Let us know at or write to the Customer Fairness Team, 30 The Causeway, Staines, TW18 3BY.