Business CarePlan Terms and Conditions

Version 1, April 2015

britishgas.co.uk/business

Contents

Thank you for choosing British Gas Business CarePlan

1. Introduction to Your Terms and Conditions

1.

Introduction to Your Terms and Conditions

2.

Definitions used in Your Terms and Conditions

3. General Conditions that apply to all Agreements

4.

General Conditions Cancellation

11

5.

General Exclusions that apply to Your Agreement

13

6.

British Gas CarePlan Agreements

16

7.

Using Your information

We have designed these products to

provide a safe, high-quality service
to repair and maintain the elements
included in Your Agreement.
It is important You read these terms
and conditions carefully, together
About the
Product and
Agreement
Youve
chosen

Annual
Service

20

CarePlan 1

8. The Direct Debit Guarantee

24

CarePlan 2

9.

25

CarePlan 2S

FS

CarePlan 3

CarePlan 3S

FS

Frequently asked questions

Unlimited
callouts

with Your Statement confirming the

products You hold, as these form
the basis of Your Agreement with
us. If anything is not correct on
Your Statement, or if You have any
questions, please call us on
0845 071 4444.
Labour
included

Parts
included

Appliance
(A) or Full
System (FS)
covered
A

2. Definitions used in Your Terms and Conditions

Wherever the following words and
phrases appear, they will have the
following meaning:
Agreement means each CarePlan
agreement You have with us (section
6 of these terms and conditions sets
out the different CarePlan products we
offer and the relevant terms for them
which are in each case also subject to
all the other provisions of these terms
and conditions).
Appliance means the nominated mains
gas appliance (such as a boiler) under
Your British Gas CarePlan agreement.
Annual Service means a single annual
visit we carry out in each Period of
Agreement to check that the elements
included in Your Agreement are safe
and in good working order. You can
find more details in the section headed
General Conditions.
Business CarePlan Terms and Conditions: Version 1, April 2015

Consumer means a person who is

not a limited company or registered
charity and to whom the Consumer
Contracts (Information, Cancellation
and Additional Charges) Regulations
2013 apply.
British Gas Trading Limited is the legal
entity of British Gas that supplies gas
and electricity to business customers.
British Gas (Commercial) Services
Limited is the legal entity of British Gas
Services that supplies energy services
to business customers.
Direct Debit Provider means the
provider of Your Direct Debit solution,
this may be provided by a 3rd party
provider, You will be notified of Your
provider when Your payment plan is
set-up.

Email us with any questions: gascustomersupport@britishgas.co.uk

First Service (for Agreements that

need a First Service) means a visit we
carry out towards the beginning of Your
first Period of Agreement to confirm
we can accept the elements included
under Your Agreement. You can find
more details in the section headed
General Conditions.

We, us, our means British Gas Services

(Commercial) Limited and its agents,
employees and subcontractors who
administer and provide services for and
on behalf of British Gas for our British
Gas CarePlan agreements.

Powerflush means a maintenance

product that is designed to remove
sludge and other waste from central
heating. You can find more details
in the section headed General
Conditions.

3. General Conditions that

apply to all Agreements

Supply Offer means a discount

that has been provided as part of
Your agreement with British Gas
TradingLimited.

3.1 Period of Agreement and

Automatic Renewal
The length of Your Agreement is shown
on Your Statement and will begin on
the date You enter the Agreement
and runs for an initial period of twelve
months following which, unless
terminated by You at any time prior
to the end of the initial period, it will
be automatically renewed for a further
twelve months and continue unless and
until terminated or cancelled by You
orby us.

Supply Contract means an agreement

for the supply of gas or electricity or
gas and electricity between You and
British Gas Trading Limited.

If You do not want to renew this

Agreement, all you need to do is call us
on 0845 071 4444 at any time prior to
renewal to let us know.

Statement means a written statement

of invoice(s) You receive from us that
confirms the products that You hold
and the price for the products.

3.2 Price, Price Changes and

RenewalPrice
Your Agreement price is set out in
Your Statement. We review our pricing
annually and You will be informed of
any changes otherwise Your Agreement
price will not change during Your
Agreement unless the Government
chooses to make a change in the
relevant tax rate. Your Agreement price
applies to the Appliance or System
that You advised us of. If, upon either a
First Inspection or Annual Service, we
identify that the Appliance or System
is different from the one that we have
on Your Statement then we may apply
a different Agreement price. We will
always write to You to tell You about

Premier Gas Safety Record means a

Gas Safety Record for each meter.
Premises means the address You have
specified for where the System or
Appliance is located.

System means the nominated heating

system under Your British Gas CarePlan
agreement. Systems generally
comprise an Appliance, pump,
radiator and valves, hot water cylinder
and expansion tank (where fitted),
motorised valve(s), room thermostat(s)
and programmer/timer, together with
the primary system composed of pipe
work and wiring (but excluding cold
water supply pipes, hot water taps /
thermostatic mixing valves and any
pipework associated with these).
4

You or Your means the person and

business named on Your Statement.

any change to Your price and Direct

Debit instalments.
We will write to You before the end
of Your initial twelve months and
thereafter annually with full details
of the pricing of Your next years
agreement and associated terms
and conditions. Unless we are told
otherwise, we will automatically renew
Your policy. If You paid by credit / debit
card last year, we will use the same
method of payment and will debit the
card that was used most recently to
make a payment.
All amounts are exclusive of VAT unless
expressly stated otherwise.
3.3 Payments
If You are an incorporated company
or registered charity, You may be
able to pay by Direct Debit. If You
are not an incorporated company or
registered charity, we will advise you
of other payment methods. If You pay
by another method, we will advise You
of Your necessary payment schedule.
If You pay by Direct Debit, this will be
taken by Your Direct Debit Provider
on a monthly basis. You agree to
provide reasonable support as may
be necessary assisting us tracing any
payments You believe have been made
but which we have not received.
You will be required to pay any
amounts payable (including for any
chargeable works) by the required due
dates or within 30 days of request,
whichever is earlier.
If You do not pay an amount within the
agreed payment terms, we have the
right to charge interest at 4% above
the Bank of England base rate from
the date when payment was due and
to issue late payment fees to cover
our associated administrative costs

and to pass Your account to debt

collection agencies and if necessary to
take legal action to recover the debt.
We will also have a right to terminate
YourAgreement.
We reserve the right to offset any credit
balances to overdue debit balances.
3.4 Renewals
Before the end of Your Agreement, we
will contact You to tell You about any
changes to what is included in Your
Agreement or any changes to Your
prices for the next year. If You have
authorised us to hold Your payment
account details on our database,
we will automatically renew Your
Agreement and collect Your payment.
We will contact You prior to the end of
the current period of the Agreement to
check whether You want to renew the
Agreement. If You do not wish us to
automatically renew Your Agreement
or do not wish us to renew Your
Agreement using this payment method
You will need to inform us before the
renewal date.
If You have informed us that You do
not wish us to automatically renew Your
Agreement, You have not authorised
us to hold Your payment account
details or Your payment account details
have changed, we will not renew Your
Agreement and it will expire at the end
of the current period of Agreement.
3.5 Use
Agreements are only available for
Appliances and/or Systems located
inside Your Premises, as set out in
YourStatement.
We will assume that any person
contacting us in relation to the
services we provide to You under Your
Agreement, is duly authorised to act on
Your behalf.
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Email us with any questions: gascustomersupport@britishgas.co.uk

3.6 Where we can provide the service

We generally provide our services
across all of mainland Great Britain
but there are some remote areas that
are excluded (such as the Scottish
Highlands and a small number of other
areas). If this affects You, we will advise
You when we process Your application.

3.7 Our responsibilities

We will meet our responsibilities under
Your Agreement within a reasonable
period of time unless it is due to
circumstances out of our control such
as adverse weather conditions or delays
in us being able to obtain required
replacement parts. If we cannot meet our
responsibilities under this Agreement,
having used reasonable endeavours,
we will let You know as soon as
possible. Where we have entered into
an Agreement with You and we have
previously advised that there may be
restrictions over our ability to maintain
Your Appliance or System or the supply
of parts, we will use all reasonable
endeavours to meetour responsibilities,
but You accept that we will not be liable
to You if we are unable to provide the
Agreement (see section 4 General
Conditions Cancellation).

For the avoidance of doubt, the

services carried out under this
Agreement do not certify that the
whole System complies with the
GasSafety (Installations & Use)
Regulations 1998.
3.8 Your responsibilities
You will ensure all information You
provide to us is true and accurate in
allrespects.
While we are carrying out work You
will comply with any reasonable
requirements we may request in order
to carry out the services including
ensuring that the immediate area is:
6

Kept clear of obstruction

Adequately lit
Marked to ensure that no one
enters the work area (including
employees or a member of the
general public)

You shall also:

Obtain all necessary permissions
and licences required to do our
work
Make us aware of any health and
safety risks or precautions before
the work starts at the Premises
(including providing access to a
member of staff familiar with the
premises and safety procedures)
Be responsible for checking all
proofs or work provided by us.
Notify us immediately of any issues
that may impact our ability to
safely carry out the work
Arrange for us to gain access to all
required areas at Your Premises
Comply with any applicable laws
and regulations
Ensure that proper environmental
conditions are maintained
for the Equipment and will
maintain in good condition the
accommodation of the Equipment,
the cables, the fittings associated
with them and any electricity
supply to them
You are responsible for maintaining
any back-up and/or disaster
recoveryprocedures where any loss
ofheating/hot water affects Your
business operation
3.9 Replacement of Appliance
Unless there are specific circumstances
shown in Your Agreement, You are not
entitled to a replacement Appliance.

3.10 Gaining access to Your Premises

and arranging appointments
You agree to give us reasonable access
to Your Premises at all times when we
may reasonably require to perform our
services under this Agreement.

all of our obligations to You under

Your Agreement. In this case, Your
Agreement will continue to run unless
You tell us You would like to cancel or
if we cancel. (See section 4 General
Conditions Cancellation.)

Where possible, You will provide a

suitable vehicle parking facility free of
charge and close to the Premises.

3.12 Spare parts

If our engineer does not carry the
spare parts needed on the day of Your
appointment, we will make reasonable
endeavours to find and install parts
from our approved suppliers or our
central stock. We may use other
approved parts or parts that have
been reconditioned by the original
manufacturer which are not the same
as the parts being replaced. We
reserve the right to refuse use of any
replacements parts which are not
supplied by us.

We will only work in Your Premises if

there is someone aged 18 or more
at the Premises at all times while we
are on site. It is Your responsibility to
allow us access to Your Premises. If
we cannot gain access, we will not
be ableto carry out the necessary
work and You will need to arrange
anotherappointment.
If we are unable to gain access to Your
Premises on any agreed occasion, we
may apply an aborted visit fee of 75
(including VAT). We will advise You of
this fee at the time of arranging the
appointment with You.
If You do not arrange an appointment
or we cannot gain access, Your
Agreement will continue even though
we have not been able to carry out
the work. If, after several attempts,
You have not made an appointment
or we still cannot gain access, we may
write to You to let You know we have
cancelled Your Agreement and provide
You with a refund less any no access
charges we have incurred.
3.11 Safety advice
We may advise You that permanent
repairs or improvements are needed
to help make sure Your Appliance or
System complies with gas regulations
(for example, upgrading Your
ventilation to meet current standards).
If You do not follow our advice, it
may mean that we are unable to fulfil

Subject to the relevant Careplan, if in

carrying out either the Annual Service
or repair, part/s of the Appliance or
System or any part of them become
Our reasonable opinion) obsolete,
unobtainable or beyond economical
repair We may:
a. supply and fit adequate (approved)
replacement parts which are
not the same as the parts being
replaced; or
b. if no adequate parts are available,
notify You and We shall be under
no further obligation to maintain,
make good, repair, replace or
otherwise provide any of the
services in respect of any part of
the Appliance or System. If this
happens We will refund to You
an amount which We deem to be
an appropriate proportion of the
Statement to reflect the fact that
the Appliance or System (or part
of them) is no longer covered. We
will have no further liability to You.
7

Email us with any questions: gascustomersupport@britishgas.co.uk

We will not refund the costs of any

parts You purchase without our
prioragreement.
3.13 Labour
We reserve the right to instruct a subcontractor to carry out the work. All of
our sub-contractors carry identity cards.
3.14 Guarantees
Subject to You notifying us of any
faults within 30 days of Your repair, we
guarantee to make good any faulty
parts or faulty workmanship for a
period of 12 months from the date we
completed Your repair.
3.15 Moving Premises
Each CarePlan agreement is personal
to You, only relates to the premises
specified in the CarePlan agreement
and is not transferable to any other
beneficiary or business. You will need
to email or write to us as soon as
possible about any change of address
(we may require You to provide us with
a record of a change of address). You
can email us at gascustomersupport@
britishgas.co.uk or write to us at Gas
Customer Support, British Gas Services
(Commercial) Limited, Bradmarsh
Business Park, Rotherham, S60 1BY.
Once we receive notification from You,
the following will apply:

If we have provided any repairs or

completed either a First or Annual
Service during Your Agreement, we
will require You to pay the fees set out
in section 4.2. Any payments made
during Your Agreement period will be
deducted from this amount.
If any repairs or a First or Annual
Service have not been provided,
we will refund any remaining
money due to You on a pro-rata
basis, based on the remaining
duration of Your Agreement.

If You request us to provide an

Agreement at Your new address,
we will set up a new Agreement
with You.
If You do not tell us that You have
moved Premises then You are still
responsible for paying the costs of this
Agreement until You tell us. Failure
to pay Us within the agreed payment
terms may result in Us invoking our
debt procedures.
3.16 First Service
If Your Agreement includes a First
Service, we will arrange to inspect Your
Appliance(s) (depending on what is
included in Your Agreement), to help
make sure we can include them in
YourAgreement.
We will endeavour to carry out Your First
Service within 28 days of the start of Your
first Agreement, although it may be later
if there is a high demand for our services
especially in the colder weather.
Our engineer will complete a service or
breakdown checklist to show You what
has been inspected. If Your First Service
reveals that the Appliance or System
is not serviceable (such as Appliances
for which we know we cannot get
parts or systems that are installed
unsafely, not installed in accordance
with manufacturers instructions or not
installed to a recognised standard or
which we cannot get to) we may:

Tell You what work is needed to

bring it to the correct standard and
what it will cost to do that work
Offer You a different product
which will not include the parts of
Your system causing the problem
which we cannot include in Your
Agreement; or
Cancel Your Agreement and refund
any money You have paid except

for the cost of the First Service and

any works carried out prior to the
First Service.
We will not normally carry out a First
Service if we have already carried out
a First Service or Annual Service at the
same Premises in the previous twelve
months, even if You are a new owner or
occupier of the Premises.
Please note we make no warranty as
to the fitness for purpose or condition
of Your Appliance or System as at the
start of the Agreement and we shall
not be under any obligation to the put
the Appliance or System in any better
condition than it was in prior to the
start of the Agreement.
3.17 Annual Service
If Your Agreement includes an Annual
Service, we will arrange to visit Your
Premises in the second and subsequent
years of Your Agreement to inspect
Your Appliance(s) (depending on what
is included in Your Agreement).
We will normally carry out Your Annual
Service around twelve months from
the date of the last service visit.
Our preference is to schedule Your
Annual Service in periods that suit our
engineer availability. If this does not
work for Your compliance requirement,
You should request a rescheduled
appointment and we will use our
reasonable endeavours to meet your
request. In periods of high demand for
our services (such as cold weather), we
prioritise breakdowns and may need
to rearrange Your Annual Service visit.
If You have a breakdown in the three
months before Your Annual Service
is due, we may carry out Your Annual
Service at the same time we visit to
repair the breakdown to Your System
or Appliance.

We will not normally carry out an

Annual Service if we have already
carried out a First Service or Annual
Service at the same Premises in the
previous twelve months, even if You are
the new owner or occupier.
3.19 Appointment times
We will offer You an all day
appointment time of between 8am5pm (Monday to Friday excluding
bank holidays) unless we advise You
otherwise. We cannot guarantee an
appointment for the same day. Out of
hours appointments may be possible
subject to availability and payment of
an additional charge.
3.20 Getting to Your Appliance or
System
We exclude the cost of gaining access
to Your Appliance or System, where
this is inaccessible due to a design
or installation fault. Your Agreement
excludes any costs associated with
providing specialist equipment, such as
working from height apparatus, or any
additional resource required to gain
access to Your Appliance or System.
You will need to pay the relevant costs
of arranging access which will be
agreed with You prior to the relevant
work being undertaken.
3.21 Powerflush
We may advise You of the need to use
a Powerflush tool to clean the System
to remove sludge and other waste from
the System.
If we recommend that Your System
needs cleaning through with a
Powerflush we will charge You to
undertake this work. Our engineer
will also advise You what other
work is needed in order to avoid
future problems. We may suggest
You correct any design faults that
might cause the problem to return,
9

Email us with any questions: gascustomersupport@britishgas.co.uk

or offer You a different British Gas

CarePlanAgreement.
If You choose not to take our advice
and the Appliance or System breaks
down because of the fault, which we
had previously advised You of, then
we reserve the right to charge You for
repairing this fault or we may choose to
cancel Your Agreement.
3.22 Similar Services
You agree that we may introduce
insurance agreements provided by
British Gas Insurance Limited that
provide similar services and extra
benefits to those that are currently
being provided to you under this
Agreement. If you pay by Direct Debit,
you confirm that at the next anniversary
of your Agreement, we may arrange
those insurance agreements for you
and then renew them every year until
you tell us otherwise.
3.23 No waiver
If You break any part of this Agreement
and we do not respond right away,
that does not necessarily mean we will
not do anything about it later on. For
example, if we do not immediately ask
You for money that You owe us, it will
not stop us from asking for it later on.
3.24 Severability
If a court or other authority tells us a
part or clause of this Agreement is not
valid then the rest of the Agreement
will still apply.
3.25 Remedies
You acknowledge that the following
provision reflects a fair allocation
of risk and the Agreement price is
reflective of this allocation of risk.
Except where required by law, Your
exclusive remedy for any default
by us under this Agreement shall
be, where possible, to obtain the
10

repair, replacement or correction of

the defective Services to the extent
warranted under this Agreement. If
this remedy is not economically or
technically feasible or effective then
You may obtain a fair partial or full
credit or refund of amounts paid for
the defective Services, except that we
will not be liable for any amount in
excess of the amount paid by You to
us for the Services during the 6 months
prior tothe event giving rise to the
allegedclaim.
3.26 Variation
We reserve the right to make changes
to the terms of this Agreement from
time to time. Where We do so, We will
write to You to explain the changes
and notify you when such changes
will take effect and, at our discretion
(acting reasonably), offer you the right
to cancel the Agreement. If You cancel
the Agreement We will give You a full
refund of any money You have paid
for the time left to run of Your current
Agreement on a pro-rata basis, after
the point of cancellation, based on the
number of whole months remaining,
unless we have carried out any work,
in which case cancellation charges may
apply (see section 4.2)
3.27 Entire Agreement
This Agreement and any document
referred to in it constitute the entire
agreement between us in relation to
the subject matter of the Agreement
and all other prior representations
or documents are superseded. No
amendment or modification to this
agreement will be binding unless
agreed in writing by us both.
3.28 Notices
If we need to write to You in relation
to this Agreement, we will do so to the
address You have provided us.

3.29 Governing law

The terms and conditions for all
Agreements are written in English and
all correspondence will be in English.
Your Agreement is governed by the
laws of England and Wales if Your
Premises are based in England or
Wales and by the laws of Scotland if
Your Premises are in Scotland.

4. General Conditions
Cancellation
4.1 Your Cancellation Rights
You may cancel Your CarePlan
Agreement at any time as long as You
let us know by calling 0845 071 4444
or by writing to us at:
British Gas Services (Commercial)
Limited, Bradmarsh Business Park,
Rotherham, S60 1BY.
Cancelling Your Direct Debit without
contacting us will not mean You have
cancelled Your Agreement with us. If
You cancel Your Agreement and have
been paying by Direct Debit, You will
need to contact Your bank to arrange
cancellation of Your Direct Debit.
If You cancel within the first 14 days,
If You are a Consumer, You are entitled
to a fourteen day cooling off period.
However, by signing this Agreement,
You consent to us starting work before
the cooling off period ends. If You
cancel Your agreement after work
has started, we will charge You our
reasonable costs for;

any work already carried out, or

any goods already installed into
Your Premises.
If You want to cancel within this time,
You can email gascustomersupport@
britishgas.co.uk or post the form to
the address provided. You can also
call us on 0845 071 4444. If you

choose to do so in writing using the

attached cancellation form and deliver
Your notice personally or send it by
recorded delivery or registered post
to British Gas Services (Commercial)
Limited, Bradmarsh Business Park,
Rotherham, West Yorkshire S60 1BY at
any time within fourteen days starting
from the day after the date You sign
the Agreement. We will assume notice
of cancellation has been served as
soon as it is received by us or, in the
case of electronic communication, from
the date it is sent to us.
If You cancel after the first 14 days, we
will give You a full refund of any money
You have paid for the time left to run of
Your current Agreement on a pro-rata
basis, after the point of cancellation,
based on the number of whole months
remaining, unless we have carried out
any work, in which case cancellation
charges may apply (see section 4.2)
If You cancel Your Agreement so that You
can buy an equivalent product supplied
through British Gas Services (Commercial)
Limited within 12 months of cancelling
Your existing Agreement You will not be
eligible for certain benefits such as any
introductory pricing offer.
4.2 Cancellation Charges
If You or We cancel Your Agreement with
us and You have had work carried out
relating to that Agreement, we may charge
You a contribution towards the costs we
have incurred but not yet recovered.
Your cancellation charge will be the
total of the amounts specified in the
table below:

Less any money paid for

eachrepair;
Less all the scheduled payments
You have made in Your current
Agreement; and
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Email us with any questions: gascustomersupport@britishgas.co.uk

The total of any cancellation

charges will not exceed the
relevant annual price plus any
agreed chargeable works.
We may revise these charges on an
annual basis.

4.3 Our cancellation rights

We may cancel or, at our discretion,
suspend Your Agreement in the
following circumstances:

Charge for each

piece of work
completed (exc.
VAT)

Appliance repairs

115

Annual Service

75

Premier Gas Safety

Record

27*

Landlord Gas
Safety Record

50

Type of work
completed

Other Charges
Administration
Charge (not
applicable if You
are a Consumer
and cancel during
Your fourteen day
cooling off period.)

20

Please note if You cancel Your

Premier Gas Safety Record You will
be requiredto pay this sum and an
additional 75 to cover the cost of
travel to site, unless this is purchased
with an AnnualService.

If You have purchased Your

Agreement as part of a Supply Offer
in relation to Your Supply Contract
then You will receive Your Agreement
at a discounted price in year 1. Should
You cancel Your Supply Contract
within the first 1 month after the start
date of Your Supply Contract, we
reserve the right to charge You the full
undiscounted price of the Agreement
or cancel Your Agreement.

12

If You do not comply with the

terms of this Agreement;
If You have given us false
information;
If You do not pay us when amounts
are due;
If we find something wrong, or that
does not comply with legislative
standards at Your First Service or
inspection visit or if we are not
able to carry out a First Service;
If we have any health and safety
issues concerns about Your
System or Premises (including if
the relevant Appliance or System
iscondemned);
If You do not give us access to
Your Premises if this is needed
or Your Appliance or System
isinaccessible;
We are not reasonably able to
source parts for Your Appliance or
System from our suppliers;
Permanent repairs or
improvements we tell You are
required are not completed;
If circumstances arise (including
health and safety issues) which
make it inappropriate for the
Agreement to continue;
If Your Appliance or System is
changed so that it no longer
reflects the Appliance or System
covered under the Agreement;
If we give You 14 days
calendarnotice;
If a Public liability claim has
been lodged (reciprocal) we may
suspend Your Agreement until the
outcome of this if work requested

would interfere with the outcome

of that claim.
If You become insolvent or are
unable to pay Your debts;
If we have reason to believe You
are misusing the Services;
If it is required by law; or
If Your behaviour is deemed
offensive or verbally abusive to
our employees please note we
will not tolerate violence, physical
aggression or verbal or written
abuse towards our staff or agents.
If it happens, we can take legal
action or report it to the police.

If we cancel at the First Service, we will

give You a full refund of any money You
have paid, less any costs incurred by
us. If we cancel Your Agreement at any
time after Your First Service or before,
we will refund any money You have
paid for the time left to run in Your
current Agreement.
If we cancel, You are still liable for all
sums up to date of termination.
Following termination, we shall be
entitled to destroy any information or
documentation provided by You
Cancellation of this Agreement will
not affect any other agreements You
have with us or related companies (for
example, agreements for the same or
similar services for other sites).

5. General Exclusions that

apply to Your Agreement
5.1 Design or existing faults
We will not be responsible for the
cost of repairs or gaining access to
make repairs where there are design
or installation faults (unless we are
responsible for the design faults), faults
which existed before You entered into
Your Agreement with us, faults which

we have identified on a previous visit

or faults which we could not, using
reasonable care and skill, identify in our
visit to Your Premises.
5.2 Accidental damage, thirdparty damage, third party building
renovation works and damage from
deliberately taking risks
We will not be responsible where work is
undertaken on Your System or Appliance
by someone other than us, whether or
not following our advice, which results
in damage to Your System or Appliance
because of poor workmanship. If we
have to attend and re-instate the
Appliance or System to an operational
condition due to damage as a result
of poor workmanship by someone
other than us then the associated
repair workswill be excluded from
YourAgreement and we will charge
Youour reasonable costs.
5.3 Losses not covered
We shall not have any liability to You in
respect of any of the following losses
or damage (whether such losses or
damage were foreseen, foreseeable,
known, direct, indirect or otherwise):
loss of profits, loss of anticipated
savings, loss of business, loss of
goodwill, loss of use or downtime,
loss of or corruption to data or other
information. We will also not be liable
for any indirect loss or damage and we
do not assume responsibility for any
liability in respect of which we have
not expressly accepted liability under
this Agreement. Any redecoration
or rectification that may be needed
following our work (including works
required to access Your Appliance or
System) is Your responsibility, unless we
have been negligent.
5.4 Normal insured risks
We will not include the cost of
repairing faults or damage caused
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Email us with any questions: gascustomersupport@britishgas.co.uk

by freezing weather conditions,

subsidence, structural repairs, accident,
fire, lightning, explosion, flood or
storm. You should check Your insurance
to make sure You have enough cover
for these risks.
5.5 Approved equipment
For certain products, we keep an
approved service list. We only carry
out work on gas Appliances or Systems
which are CE safety marked, or for
which critical gas safety information is
available. For appliances not included
on our approved service list we reserve
the right to offer an alternative product.
5.6 Third-party rights
Nobody other than You will be able to
benefit from Your Agreement, which
cannot be passed to someone else
without our written permission.
5.7 Making good
We will fill in any holes and leave the
surface level where access has to be
made to Your System, in order to carry
out a repair, but we will not replace
theoriginal surface or construction
(e.g. redecoration).
Where we have to replace any
components we will endeavour to
replace components with those of
an equivalent approved operational
standard but do not guarantee to
provide a like for like replacement.

5.8 Other Exclusions

We will not include the following:

14

Any delay, error or problem

caused by any act or failure to
act by You (please note that we
may apply additional charges
for all reasonable expenses
and additional work incurred or
undertaken as a consequence);
Turning off or reinstating of, or
adjusting the Appliance or System
where no fault is evident (for
example, relighting of the pilots,

adjusting time controls, empty

fueltank);
Upgrades which You may want to
have carried out to improve Your
Appliance or System;
Replacing or repairing parts that
do not affect how the Appliance or
System works, or decorative parts,
such as designer radiators and
plated valves;
Any error, omission, quality or fault
relating to any material supplied
by a third party;
Resetting controls (for example,
thermostats and programmers
following changes due to winter or
summer months);
Replacing or repairing the heat
exchanger including plate heat
exchangers (except domestic
hot water secondary plate heat
exchangers housed within a
domestic combination boiler),
sacrificial anodes and/or other
non-sacrificial means of protection
Removing sludge or hardwaterscale from Your Appliance
orSystem;
Repairing damage caused by
scale, sludge or other debris if
we have told You that permanent
repairs, improvements or a
Powerflush (or a similar cleaning
procedure) are needed to help
make sure Your Appliance or
System works properly;
Gas installation tightness
testing unless undertaken as
part of an Landlords Gas Safety
Record or Premier Gas Safety
Recordproduct;
Draining down of the Appliance or
System, except where included as
part of the internal scale inspection
of storage water heaters provided
that the vessel can be adequately
isolated; or any additional work

required to remove sacrificial

anodes where the required
clearances are not available;
The provision of corrosion
inhibitor or other water
treatmentchemicals;
Water supply tanks (unless solely a
central heating expansion tank);
Any modifications made by You
otherwise than in accordance with
this Agreement;
Any failure by You to keep and
operate the equipment in a
proper and prudent manner in
accordancewith the manufacturers
operating instructions;
Secondary circulation (bronze)
pumps; and the means of
conveying hot water from the
appliance or hot water cylinder to
the hot water taps.
Any work or materials required to
rectify an electric immersionheater.
Mechanical flues, where the
propulsion fan is not integral to
theappliance;
Pressurisation units;
Any routine overhaul/ maintenance
of unvented hot water components
or fan convector radiators
unless specified in British Gass
acknowledgment of order;
Work that is required to electricity,
gas or water supplies before the
recognised Appliance or System
isolation controls, or that is
attributed to the failure of any such
incoming public utilities;
Any control wiring or other
mattersburied within the structure
of the building;
Any work involved in
overhaulingcirculation pumps or
ventilation fans;
Work on or replacement of
non standard complex micro

processor controls or building

managementsystems;
Repairing or replacing chimney/
flue systems, air ducting or
terminals that are not part of
the manufacturers appliance
assemblyor room sealed flue
systems and terminals that extend
more than 1m from the appliance
flue outlet connection.
Repairing or replacing
applianceflues that are not part
ofYour Appliance;
Repairing or replacing parts of Your
primary heating/hot water system
that are buried within the fabric
of the building or under floors,
where no purpose provided access
panels have been provided such
as pipework, underfloor heating
system pipework coils and warm
air ducting.
The lifting and replacement of soft
floor coverings such as carpets,
vinyl, laminates and carpet tiles,
as well as the removal of any
decorated panelling boxing or
fitted furniture such as kitchen
cabinets, shelving or wardrobes.
(Where agreed with the customer
we will endeavour to open, lift
or remove such coverings or
materials with as little disturbance
or damage as possible to gain
sufficient access to carry out
our work but we will not be
responsible for any redecoration or
professional re-fitting required on
completion of that work)
Removing asbestos associated
with repairing the Appliance or
System. When You have had any
asbestos removed, You must give
us a clean-air certificate before we
will do any further work at Your
Premises. By law, the person who
removes the asbestos must give
You a clean-air certificate;
15

Email us with any questions: gascustomersupport@britishgas.co.uk

Any approval, inspection

orcertification required
underPressure Systems
SafetyRegulations;
Cash alternatives instead of a
service, maintenance or repair;
Repairing or replacing any lead,
piping or central heating iron/
steelpipes;
Beginning or continuing services
where we reasonably consider
that there is a health and safety
risk, including the presence of
dangerous materials, infestations,
or harassment of our staff
(including verbal or physical
abuse). We will not start work
again until there is no longer a risk
to health and safety;
Loss or damage You may suffer
if radio frequency allocations are
subsequently altered by other
people that interfere with Your
Appliance or System;
Replacing any batteries for Your
System controls; and
Maintenance of the internet
connection in Your Premises.

6. British Gas CarePlan

Agreements
All CarePlan Agreements
are agreements for services
provided by British Gas Services
(Commercial)Limited.
6.1 CarePlan 1
The following are included in Your
Agreement:

16

Annual Service of Your Appliance.

Each of the Appliances included in
Your Annual Service will be set out
in Your Statement

A customer helpline 24 hours a

day, 365 days a year
The exclusions below and the General
Conditions and General Exclusions
apply (see sections 3 to 5):

Parts and labour if Your Appliance

or System needs repair. You can
choose to have extra work done
on Your Appliance, or System from
which the Appliance operates, but
You will have to pay for the parts
(if available) and labour used
A Premier Gas Safety Record. You
can choose for British Gas Services
(Commercial) Limited to issue a
Premier Gas Safety Record but
You will have to pay for this.
If You are a landlord, British Gas
Services (Commercial) Limited can
provide You with a Landlords Gas
Safety Record in the form of a CP12,
but You will have to pay for this.
6.2 CarePlan 2
The following are included in
YourAgreement:

Annual Service of Your Appliance.

Each of the Appliances included in
Your Annual Service will be set out
in Your Statement
A customer helpline 24 hours a
day, 365 days a year
No limit to the number of call-outs
to carry out work included under
the agreement for Your Appliance
Labour charges if the Appliance
fails or needs repair
There is no age limit on Your Appliance
and it does not matter who installed it,
as long as the essential working parts
are available and we have approved it.
Your Appliance must pass its First Service
and annual service in subsequent years.
Please see the First Service section of

3.16 for more details. If your Appliance

does not pass its First Service and annual
service in subsequent years then you
will have 40 calendar days to carry out
any required remedial works to our
reasonable satisfaction to continue
with your CarePlan 2 or, alternatively,
Youmayelect to change your Product
toa CarePlan 1.
You must give us prompt notification
of any required maintenance or if the
Appliance is not operating correctly.
The exclusions below and the General
Conditions and General Exclusions
apply (see sections 3 to 5):

Parts if Your Appliance needs

repair. You can choose to have
extra work done on Your the
Appliance, but You will have to
pay for the parts used
Parts and labour if Your System
(excluding Your Appliance) needs
repair. You can choose to have
extra work done on Your System
(excluding Your Appliance), but
You will have to pay for the parts
and labour used
A Premier Gas Safety Record. You
can choose for British Gas Services
(Commercial) Limited to issue a
Premier Gas Safety Record but
You will have to pay for this.
If You are a landlord, British Gas
Services (Commercial) Limited can
provide You with a Landlords Gas
Safety Record in the form of a CP12,
but You will have to pay for this.
6.3 CarePlan 2S
The following are included in
YourAgreement:

A customer helpline 24 hours a

day, 365 days a year
No limit to the number of call-outs
to carry out work included under
the agreement for Your System
Labour charges if the System fails
or needs repair
There is no age limit on Your Appliance
and it does not matter who installed it,
as long as the essential working parts
are available and we have approved it.
Your Appliance must pass its First
Service and annual service in
subsequent years. Please see the
First Service section of 3.16 for more
details. If your Appliance does not
pass its First Service and annual service
in subsequent years then you will
have 40 calendar days to carry out
any required remedial works to our
reasonable satisfaction to continue with
your CarePlan 2S or, alternatively, You
may elect to change your Product to
aCarePlan 1.
You must give us prompt notification
of any required maintenance or
if the Appliance or System is not
operatingcorrectly.
The exclusions below and the General
Conditions and General Exclusions
apply (see sections 3 to 5):

Parts if Your System needs repair.

You can choose to have extra work
done on Your System, but You will
have to pay for the parts used
A Premier Gas Safety Record. You
can choose for British Gas Services
(Commercial) Limited to issue a
Premier Gas Safety Record but
You will have to pay for this.

Annual Service of Your Appliance.

Each of the Appliances included in
Your Annual Service will be set out
in Your Statement
17

Email us with any questions: gascustomersupport@britishgas.co.uk

If You are a landlord, British Gas

Services (Commercial) Limited can
provide You with a Landlords Gas
Safety Record in the form of a CP12,
but You will have to pay for this.
6.4 CarePlan 3
The following are included in
YourAgreement:

Annual Service of Your Appliance.

Each of the Appliances included in
Your Annual Service will be set out
in Your Statement
A customer helpline 24 hours a
day, 365 days a year
No limit to the number of call-outs
to carry out work included under
the agreement for Your Appliance
Parts and labour if Your Appliance
fails or needs repair
There is no age limit on Your Appliance
and it does not matter who installed it,
as long as the essential working parts
are available and we have approved it.
Your Appliance must pass its First
Service and annual service in
subsequent years. Please see the
First Service section of 3.16 for more
details. If your Appliance does not
pass its First Service and annual service
in subsequent years then you will
have 40 calendar days to carry out
any required remedial works to our
reasonable satisfaction to continue with
your CarePlan 3 or, alternatively, You
may elect to change your Product to a
CarePlan 1.
You must give us prompt notification
of any required maintenance or if the
Appliance is not operating correctly.
The exclusions below and the General
Conditions and General Exclusions
apply (see sections 3 to 5):

18

Parts and labour if Your System

(excluding Your Appliance) needs
repair. You can choose to have

extra work done on Your System

(excluding Your Appliance), but
You will have to pay for the parts
and labour used
A Premier Gas Safety Record. You
can choose for British Gas Services
(Commercial) Limited to issue a
Premier Gas Safety Record but
You will have to pay for this.
If You are a landlord, British Gas
Services (Commercial) Limited can
provide You with a Landlords Gas
Safety Record in the form of a CP12,
but You will have to pay for this.
6.5 CarePlan 3S
The following are included in
YourAgreement:

Annual Service of Your Appliance.

Each of the Appliances included in
Your Annual Service will be set out
in Your Statement
A customer helpline 24 hours a
day, 365 days a year
No limit to the number of call-outs
to carry out work included under
the agreement for Your System
Parts and labour if Your System
needs repair
There is no age limit on Your Appliance
and it does not matter who installed it,
as long as the essential working parts
are available and we have approved it.
Your Appliance must pass its First
Service. Please see the First Service
section of 3.16 for more details. If
your Appliance does not pass its First
Service then you will have 40 calendar
days to carry out any required remedial
works to our reasonable satisfaction
to continue with your CarePlan 3S or,
alternatively, You may elect to change
your Product to a CarePlan 1.

You must give us prompt notification

of any required maintenance or
if the Appliance or System is not
operatingcorrectly.
The exclusions below and the General
Conditions and General Exclusions
apply (see sections 3 to 5):

A Premier Gas Safety Record. You

can choose for British Gas Services
(Commercial) Limited to issue a
Premier Gas Safety Record but
You will have to pay for this.
If You are a landlord, British Gas
Services (Commercial) Limited can
provide You with a Landlords Gas
Safety Record in the form of a CP12,
but You will have to pay for this.
6.6 Premier Gas Safety Record
The following are included in
YourAgreement:

A safety inspection on the gas

installation and pipe work at
thePremises.
A Premier Gas Safety Record
will contain details of the gas
installation and all nominated
gas appliances checked by
ourengineer
In order for a record to be
displayed on the certificate,
a safety check for that gas
appliance in Your Premises must
be completed. If we are not
able to complete a check on
anyappliance, we will advise
Youof this
If You have a Premier Gas Safety
Record and also have a British
Gas CarePlan Agreement with us
that includes an Annual Service,
You will receive Your Premier Gas
Safety Record at the same time we
carry out the Annual Service visit
If any of the appliances fail our
inspection, we will issue the Premier

Gas Safety Record (CP12) and

include details of any faults found
and any remedial action taken
(for example disconnecting the
appliance). It is Your responsibility to
make sure that the appliances are
repaired or replaced. An additional
charge will be made for any future
inspections and any confirmation
of gas safetyfollowing the work
needed to meet regulations
The exclusions below and the General
Conditions and General Exclusions
apply (see sections 3 to 5):

The cost of any repairs that we find

are necessary to the Appliance
during the inspection
If You have already had a First
Service or an Annual Service
carried out, we will charge You an
extra amount for carrying out the
Premier Gas Safety Record
6.7 Landlords Gas Safety Record
(CP12)
By law, landlords must make sure
they maintain gas appliances in a
safe condition; they must also have
gas appliances in properties they
rent checked for safety as well as an
inspection of the installation pipe work
every twelve months. They should
also hold a Gas Safety Record (CP12)
as proof. It is Your responsibility to
make sure that You keep to Your legal
obligations and we will not be legally
responsible for any failure on Your part
to carry out these checks.
The following are included in
YourAgreement:

A safety inspection on the gas

installation and pipe work at
thePremises
A Landlords Gas Safety Record
will contain details of the gas
installation and all gas appliances
checked by our engineer
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Email us with any questions: gascustomersupport@britishgas.co.uk

In order for records to be displayed

on the certificate, a safety check
for each gas appliance in Your
Premises must be completed. If we
are not able to complete a check
on any appliance, we will advise
You of this
If You have a Landlords Gas Safety
Record and also have a British Gas
CarePlan Agreement with us that
includes an Annual Service, You
will receive Your Landlords Gas
Safety Record at the same time we
carry out the Annual Service visit
We will provide a copy of the
Landlords Gas Safety Record to
You and Your tenant. This can be
emailed if You prefer but You will
need to supply British Gas Services
(Commercial) Limited with Your
email address
If any of the appliances fail our
inspection, we will issue the
Landlords Gas Safety Record and
include details of any faults found
and any remedial action taken
(for example disconnecting the
appliance). It is Your responsibility
to make sure that the appliances
are repaired or replaced. An
additional charge will be made
for any future inspections and
any confirmation of gas safety
following the work needed to
meetregulations
The exclusions below and the General
Conditions and General Exclusions
apply (see sections 3 to 5):

20

The cost of any repairs that we

find are necessary to the appliance
during the inspection
If You have already had a First
Service or an Annual Service
carried out, we will charge You an
extra amount for carrying out the
Landlords Gas Safety Record

6.8 Complaints
We will always aim to do our best but
unfortunately there may be times when
things go wrong. If You do have a
complaint about any part of our service
or Your products please telephone us
on 0845 071 4444 or write to us at:
British Gas Services
(Commercial) Limited
Bradmarsh Business Park
Rotherham S60 1BY
Or email us at
BGBCScustomerrelationsteam@
britishgas.co.uk
We will try and deal with the matter
immediately but if we cant then we will
keep You regularly informed about the
progress of our investigation.
A copy of our complaints handling
policy is available on request.

7. Using Your information

Except for clause 7.7, this clause
applies to personal information
we hold about individual people,
people registered as sole traders,
and partnerships. It does not apply to
information we hold about companies
and other organisations.
7.1 We and our agents may use Your
information to do the following:
a) Provide You with the services You
have asked for (which may include
loyalty and incentive schemes we
may run).
b) Offer You accounts, services
and products from us or our
partners. To help us make these
offers we may use an automated
scoring system, which also
uses information from creditreferenceagencies as well as
othercompanies.

c) Help run, and contact You about

improving the way we run, now
and in the future, any accounts,
services and products we
haveprovided.
d) Create statistics, test computer
systems, analyse customer
information, create profiles and
create marketing opportunities
(including that we have undertaken
services for You and using
information about what You buy
from us and how You pay for it, for
example, the amount of gas You
use and any discounts we have
offered You).
e) Help prevent and detect debt,
fraud and loss.
f) Help protect You and members of
Your family or households health,
safety and security.
g) Help train our staff.
h) Contact You in any way
(including by email, phone,
text or multimedia message
or other forms of electronic
communications) about products
and services we and our selected
partners are offering.
i) We may also monitor and
record any communications we
have with You, including phone
conversations and emails, to make
sure we are providing a good
service and meeting our regulatory
and legal responsibilities.
7.2 When we contact You, we may
use information we hold about You to
do so. We may contact You by email,
phone, text message or other forms
of electronic communications or by
visiting You. If we are contacting You
to tell You about any offers, we will, as

far as possible, do this in line with how

You have told us You would prefer to
receive marketing information (Your
recorded marketing preferences).
You can ask us not to send You any
information on our offers at any time
by contacting us and giving us Your
account details.
7.3 We may allow other people and
organisations to use information
we hold about You (including other
Centrica Group companies, such as
those using the British Gas, Scottish
Gas and Dyno Group brands):
a) to provide services You have asked
for, which may include providing
information to members of Your
family or household, anyone acting
on Your behalf or other people
who may be interested (such as
landlords or letting agents);
b) as part of the process of selling
one or more of our businesses;
c) to help to prevent and detect
debt, fraud or loss (for example
by giving this information to a
credit-reference agency, which is
described in more detail below);
d) if we have been asked (for
example by Ofgem or a lawyer)
to provide information for legal or
regulatorypurposes;
e) as part of current or future
legalaction;
f) as part of government data-sharing
initiatives, for example those
designed to help stop fuel poverty
(where people cannot afford to pay
for heating and electricity);
g) to help manage any loyalty or
rewards schemes;

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Email us with any questions: gascustomersupport@britishgas.co.uk

h) if You hold an insurance policy

with us or any of our affiliated
companies, to pass information
to an insurer to manage Your
insurance policy (including
underwriting and claims, to help
develop new services and to
assess financial and insurance risk);
or
i) if You do not pay Your debt, we
may transfer Your debt to another
organisation and give them details
about You and that debt.
7.4 Other people or organisations
that we share information with may be
based overseas, outside the European
Economic Area (EEA). As a result, Your
information may be transferred to
countries that do not have the same
standards or protection for personal
information as the UK. However, how
we collect, store and use Your personal
data will continue to be governed by
this privacy statement.
7.5 If we suspect someone has
committed fraud or stolen energy by
tampering with the meter or diverting
the energy supply, we will record these
details on Your account record and may
share this information with Ofgem and
other people who are interested (such
as other energy suppliers, landlords
and housing associations). We may
use this information to make decisions
about You, Your character, how likely
we think You are to pay for Your gas or
electricity (or both) and future energy
services. This may include recording
sensitive personal information such
as criminal offences You have been
accused of. Also if the gas or electricity
supply to Your Premises has been
previously tampered with or if gas
or electricity has been stolen, or we
suspect it has been stolen, we may
take this into account when we decide
22

what products or services we can offer

You and the terms and conditions we
give You.
7.6 We may pass Your address, details
of the Premises and postcode, and
details of Your gas appliances, flue,
hot-water cylinder and system controls
and electrical installations (including
details of any repairs or removals) to
organisations that supervise these
activities, including GasSafe (previously
CORGI) and the NICEIC (National
Inspection Council for Electrical
Installation Contracting).
These organisations may pass this
information to local authorities to meet
building regulations. They may also
use this information to contact You to
inspect appliances or systems, recall
faulty products and carry out audits,
and for health and safety purposes.
Where appropriate, we will give You
or the Premises owner (or both) a
certificate to show that Your appliances
and so on meet building regulations.
7.7 This clause applies to individuals,
sole traders and partnerships
and to the directors of corporate
organisations as well as limited
companies and other corporate
organisations
We may check Your details with one
of more credit-reference and fraudprevention agencies to help us make
decisions about Your ability to pay Your
bills and the goods and services we can
offer You. Below, we have give a brief
guide to how we, the credit-reference
and fraud-prevention agencies will use
Your information.
If You would like more information
about this, You can find the full version
at britishgas.co.uk/termsandconditions
or, phone us on 0845 071 4444 and
we will send You a leaflet.

a) We will search at credit-reference

and fraud-prevention agencies
for information about You, Your
business, any people You are
applying with and directors of
Your business (if You are providing
information about others on a joint
application, You must make sure
they agree that we can use their
information to do this. If You give
us false or inaccurate information
and we suspect fraud, we will pass
Your details to credit-reference
and fraud-prevention agencies.
Law-enforcement agencies (such
as the police and HM Revenue
& Customs) may receive and use
thisinformation.
b) We and other organisations may
also access and use information
about You that credit-reference
and fraud-prevention agencies
give us to, for example:
check details on applications
You make for credit and creditrelatedservices;
check Your identity;
prevent and detect fraud and
money-laundering;
manage credit and credit-related
accounts or services;
recover debt;
check details on proposals and
claims for all types of insurance;
and
check details of employees and
people applying for jobs with us
c) When credit-reference agencies
receive a search from us, they
will record this on Your credit
file whether Your application is
successful or not.
d) We will send information on
Your account to credit-reference
agencies and they will record it.

If You have an account with us,

we will give details of it, and how
You manage it, to credit-reference
agencies. If You have an account
and do not repay money You owe
in full or on time, credit-reference
agencies will record this debt. They
may give this information to other
organisations and fraud-prevention
agencies to carry out similar
checks, find out where You are and
deal with any money You owe. The
credit-reference agencies keep
records for six years after Your
account has been closed, You have
paid the final debt or action has
been taken against You to recover
the debt.
e) We and other organisations
may access and use, from other
countries, information recorded by
fraud-prevention agencies.
f) If You are a director of a company,
we will contact credit-reference
agencies to confirm that the
residential address You provide
is the same as that shown
on therestricted register of
directorsusual addresses at
Companies House.
g) If You want to see what information
credit-reference and fraudprevention agencies hold about
You, You can contact the following
agencies currently working in the
UK. The information they may hold
may not be the same, so it is worth
contacting them all. They will
charge You a small fee.
Call Credit
Consumer Services Team
PO Box 491
Leeds LS3 1WZ
Phone: 0870 060 1414
callcredit.co.uk

23

Email us with any questions: gascustomersupport@britishgas.co.uk

Experian
Consumer Help Service
PO Box 8000
Nottingham NG80 7WF
Phone: 0870 241 6212
experian.co.uk
Equifax Plc
Credit File Advice Centre
PO Box 1140
Bradford BD1 5US
myequifax.co.uk
Dunn and Bradstreet UK
Marlow International Parkway
Marlow SL7 1AJ
Phone: 0870 243 2344
dnb.co.uk
7.8 If You give us information on behalf
of someone else, You confirm You have
given them the information set out
in this document, and that they have
given permission for us to use their
personal information to be used in
the way we have described in clauses
7.1 to 7.2. If You give us sensitive
information about Yourself or others
(such as health details or details of
any criminal convictions of members
of Your household), You agree (and
confirm that the person the information
is about has agreed) that we can use
this information in the way set out in
this document.
You are entitled to have a copy of
the information we hold on You and
to have any inaccurate information
corrected. We may charge a small fee
for providing a copy of any information
we hold about You. For more
information about this please contact:

24

Privacy Unit
Lakeside West
30 The Causeway
Staines TW18 3BY

Or You can email

centricadataprotection@centrica.com

A Centrica Business British Gas is a

trading name of British Gas Services
(Commercial) Limited. Registered in
England No. 03584156 Registered
Office: Millstream, Maidenhead Road,
Windsor, Berkshire SL4 5GD.

8. The Direct Debit Guarantee

Providing that You are not a

Consumer, our third party Direct
Debit Provider may be able to
provide You with a Direct Debit
arrangement in conjunction with
Your Bank or Building Society.
This guarantee is offered by all
Banks and Building Societies that
accept instructions to pay Direct
Debits. The efficiency and security
of the scheme is monitored by
Your own Bank or Building Society.
If there are changes to the amount,
date or frequency of Your Direct
Debit, Your Direct Debit Provider
will notify You 10 working days of
Your account being debited or as
otherwise agreed. If You request
Your Direct Debit Provider to
collect a payment, confirmation of
the amount and date will be given
to You at the time of the request.
If an error is made in the payment
of Your Direct Debit, by Your Direct
Debit Provider or Your Bank or
Building Society, You are entitled
to a full and immediate refund of
the amount paid from Your Bank or
Building Society.

If You receive a refund You are not

entitled to, You must pay it back
when Your Direct Debit Provider
asks You to.
You can cancel a Direct Debit at
any time by simply contacting Your
Bank or Building Society. Written
confirmation may be required.
Please also notify Your Direct
Debit Provider and remember
that cancelling Your Direct Debit
simply stops payment. If You
do not additionally cancel Your
Agreement with us then You will
need to arrange an alternative
payment method with us and if
You cancel the Agreement then
You will be required to make
any payments due under the
cancellation provisions above.
To the extent that we incur costs
as a result of Your failure to keep
up with direct debit payments, we
reserve the right to recover these
from You.

9. Frequently asked questions

If You need more information about
Your British Gas CarePlan service,
the following may help to answer
some questions customers frequently
ask please note these frequently
asked questions do not form part of
youragreement
Q. My boiler, appliance or system
is old, is a British Gas CarePlan
Agreement still available?
A. There is no age limit on Your
boiler, appliance or system and it
does not matter who installed it, as
long as all the essential working parts
are available. If some parts are not
available, we will let You know.

Q. Why do Your engineers

recommend changes to my system?
A. Our engineers are highly
qualified and up to date with the
latest technology and legislation. If
they identify a possible change or
improvement to Your system, they will
only recommend this if, in their expert
opinion, it is necessary.
Q. What do Upgrades to my system
mean?
A. Upgrades are changes to Your
system which will improve its efficiency
or safety. Examples of upgrades are
replacing working radiators with
improved models, replacing standard
radiator valves with thermostatic
radiator valves, PowerflushTM and
System filters. Upgrades are not
included in Your Agreement.
Q. My pipes seem to be frozen, can
You offer any advice to fix these?
A. You can usually reduce the time it
takes them to thaw by applying gentle
heat to the frozen area. Wrapping
hot towels around the pipe work can
be effective, as can adding an extra
non-direct heat source to the area
containing the frozen pipes. However,
if You apply too much direct heat,
such as a blowtorch or a naked flame,
You can damage the pipe work or
surrounding area, and this could
create a fire risk; therefore this method
of thawing must be avoided. Care
should also be taken where electrical
appliances (fan heaters, etc) are used
to heat the area, do not use where
there is a risk of flooding or contact
with water.

25

Email us with any questions: gascustomersupport@britishgas.co.uk

Service Expectations
Q. How will I know what the
engineer has done at my First
Service, Annual Service or
breakdown?
A. Our engineer will fill in a checklist
which we will send to You shortly after
Your visit as a record of what has been
checked or repaired. The engineer will
explain this to You and will answer any
questions You may have.
Q. My new Agreement includes
aFirst Service, when will this
takeplace?
A. We aim to carry out this service
within 28 days from the beginning of
Your Agreement. However, as we give
priority to breakdowns, on occasions
it can be later if there is a lot of
demandfor our services, especially in
colder periods.
Q. I havent had my First Service yet,
but my appliance has broken down.
Can I call straight away?
A. Yes, simply call our breakdown
helpine on 0845 071 4444 and we
will arrange for an engineer to visit
You. If the engineer determines that
the fault was pre-existing before the
Agreementcommenced, than this
repair may be chargeable.
Q. I think my Annual Service is due
but I havent heard from You?
A. On or around the anniversary
date of Your last Annual Service we
will contact You in writing, email or
by telephone to arrange a suitable
appointment. On occasions this
may happen earlier or later than
You expect,if there has been, or we
expect there to be, a lot of demand
forbreakdown repairs.
26

Q. My appliance is broken, how

quickly will the engineer get to me?

same visit. Many of our customers find

this is more convenient for them.

A. You can call the breakdown helpline

24 hours a day, seven days a week,
365 days a year, and well arrange for
an engineer to come to You as soon
as possible, subject to availability and
ourworkload.

Q. What appointments are available?

Q. Why is it more difficult for You to

visit me quickly when it is cold?

A. We are able to offer You an all day

appointment time of between 8am5pm (Monday to Friday excluding
bank holidays) unless we advise You
otherwise. Furthermore, our engineers
are committed to calling ahead to let
You know that theyre on their way.

A. Demand for repairs goes up sharply

when it is colder and we cant always
accurately predict when this will be.
This means we cant always get to
everyone as quickly as we would like.
In these circumstances we prioritise
customers based on the severity of
their problem is and how vulnerable
they may be to being without heating
or hot water.

Miscellaneous

Q. Why doesnt the engineer have the

necessary part to fix my problem?

Q. In what circumstances would You

suspend or cancel my Agreement
due to a health and safety risk?

A. Our engineers carry a van stock

of the most commonly used parts.
Unfortunately, with the huge range of
appliances and parts available, it is not
possible to carry all the parts that may
be required. If a part is not available on
the van, we aim to get what is required
to the engineer as soon as possible
and keep You informed as to the
progress of this.
Q. Can my Annual Service be done
at the same time as a repair and
viceversa?

Q. Why has my price changed from

last year?
A. In the first year of Your Agreement
You may have benefited from an
introductory pricing offer which is not
applicable in subsequent years of
YourAgreement.

A. If we encounter hazardous materials,

infestations or receive physical or
verbal abuse, we would suspend or
cancel Your Agreement until the health
and safety risk has been dealt with to
our satisfaction.

Contact us
If theres a breakdown, were
availableto call 24 hours a day
on0845 071 4444
To switch Your gas and electricity call
0845 026 4659 (8.30am-5pm Monday
to Friday)
If You have a question or comment
about British Gas CarePlan, call us
on0845 071 4444 or visit
britishgas.co.uk/business
If Youre moving and want to take Your
British Gas CarePlan agreement with
You call 0845 071 4444
For great value on a new energyefficient boiler call 0845 071 4444
If You smell gas telephone the free
National Grid emergency service
immediately on 0800 111 999
Your call may be recorded and/or
monitored for quality assurance and
compliance purposes

A Centrica business
A Centrica Business British Gas is a
trading name of British Gas Services
(Commercial) Limited. Registered in
England No. 03584156 Registered
Office: Millstream, Maidenhead Road,
Windsor, Berkshire SL4 5GD.

A. Yes, if You have a problem which

You want us to look at during Your
Annual Service, let us know when You
arrange Your appointment so that
we can make sure the engineer has
enough time to do both. If You need a
repair and Your Annual Service is due,
we will ask if we can do both in the
27

0827/03/15

British Gas is a trading name of

British Gas Trading Limited
Registered in England and Wales: No. 3078711
Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD