British Gas Business

Broker Acquisition Energy Script: V.4 12/17

Mandatory Information to be read out word for word for every verbal sale

CONFIRMATION
In order for us to secure your [Gas/Elec] supply with British Gas Business, I need to run through some important points with you.
My name is [Your Name] from [Agency Name], do you understand that we are an independent utility [Broker/Consultant] and
are not directly employed by British Gas Business? (Response – firm “Yes”)

Can you confirm that you give me the authority to work on your behalf for the purpose of arranging your [Gas/Elec] supply
agreement with British Gas Business? (Response – firm “Yes”)

Wait for customer’s response before continuing.

Sole Traders - authority needed where another person is to deal with the sale
If the caller is a Sole Trader and tells you they’d like another named person to deal with matters on the account, see
below.

You’ve said you’d like a named person within your business to deal with matters on your account, including agreeing a new
contract. Please could I confirm the name of the person you’ve given authority within your business to deal with your account.

Contact name: (Please ensure the full name is clear)

Position / Job title:
Company name:
MPAN or MPR

Just to confirm, are you happy for them to obtain current pricing information, contract start and end dates and consumption details?
Are you also happy for them to agree new prices, agree a contract and any other contractual information relating to your account?

Thank you. This authority will last for 12 months from today’s date, unless you tell us otherwise (opportunity for customer to state
different timescales.)

Add clear notes to the portal to indicate that the Sole Trader has given permission for <Contact name> to deal with
matters on the account, including agreeing new contracts.

MONITORING
Thank you, I need to make you aware that this call is being recorded for quality assurance and compliance purposes and will be
provided to British Gas Business at the point of submitting the sale. Is there anything at all that you wish to clarify or include on this
recording from any previous conversations or correspondence? The intention of this call is to set up a legally binding verbal
commercial [Gas/Elec] supply contract between British Gas Business and [Organisation Name]. This should take approximately
5 minutes. I need to confirm for the recording that today’s date is [Today’s Date] and the time is [Current Time]. For the purposes
of this contract British Gas Business will be treating your business as a Micro Business.

Can you confirm [Customer Name] that you are authorised to change your energy supplier on behalf of [Organisation Name]
and enter into a contract for the [Gas/Elec] supply? (Response - firm “Yes”)

Thank you, you are now agreeing to change your [Gas/Elec] supply to British Gas Business at [Unit Rates] pence per KWH
[confirm ALL prices & descriptions if more than one] with a standing charge of [Standing Charge] pence per day, the contract
will last for [Contract Period] year(s) at these prices. Can you confirm that you understand these prices?

AUTHORISATION
For you to enter into a/an [Gas/Elec] supply contract over the telephone I must confirm the following: -
• Please can you tell me the correct legal name of the company occupying the premises?
• Can you confirm the full premises address including the post code?
• Can you confirm your position in the organisation?
• May I confirm your contact telephone number?
•Can you confirm that you have sent a valid termination notice to your current supplier?
– If no, please advise customer of the incumbent suppliers address and where to send T-Notice as this may
cause an objections and delay registration if not received in time.

Broker acquisition energy script

 • Please confirm the current contract end date?
– How do you know this?
• Do you have any outstanding debt with your current supplier?
– If yes, please advise the customer to clear debt as this may cause an objection and delays in registration.
• Have you recently changed tenancy / Ownership?
– If yes, what date were you legally responsible for this site? (Date on signed completion letter or tenancy
agreement)

RENEWAL
Your contract will be eligible for renewal <X>year<s> from the date British Gas become your supplier. They’ll write to you with
details of your renewal offer no later than 60 days before your contract ends. If at renewal you decide to switch, you’ll need to give
them 30 days written notice. If they don’t hear from you by the time your contract finishes, they’ll move you onto their Variable Price
Plan. These rates are not fixed and British Gas may change them, or you may leave, with 30 days written notice. You can find full
details on their website.

CREDIT VETTING
The contract is subject to status. British Gas Business will need to check your details with a licensed credit and fraud prevention
agency. A copy of the credit search will be kept by the agency and may be used by other credit providers. If a person provides
false or inaccurate information and British Gas Business suspect fraud, this is recorded and may be used by them and other
organisations for financial security purposes. Further details explaining how your information may be used is given in British Gas
Business terms and conditions. We will contact you if British Gas Business is not happy with your credit score.

For Sole Traders/Partnerships/Clubs & Organisations/Non-Profit Making Organisations

• Full first, middle and surname (not Tony for Anthony, or initials)
• D.O.B. (must be over 18)
• Current home address
• Previous home address (if the customer is not registered at their current home address or if they have not lived at their
current home address for at least 5 years)
• Previous home addresses (if the customer has not lived at their previous home address for at least 5 years).
o Capture previous home addresses for the full 5 years, so that we have enough address history. This will
give us the best chance of a successful credit search
• Existing BGB Account Reference (if applicable)
• Please confirm your full name as it appears on your passport
• Please confirm the correct spelling of your full name
• Are you registered to vote at your home address?
• Do you hold any existing BGB a/c numbers?

For Ltd Companies/Charities

• Business/Company/Charity registration number
• Existing BGB Account Reference (If applicable)
• Obtain consumer details where there are 3 or less directors (if a newly incorporated company OR a company that hasn’t
filed any accounts with Companies House).

MARKETING CONSENT – Only ask if Sole Trader/Partnership

British Gas Business would like to use the contact details you have given us today, to contact you about products and services
from them or their partners that may benefit your business, is that OK?
• If Yes, then choose ‘opt in’ from the drop down menu for all channels
• If No, then ask the customer why or if they prefer some channels to others (mail, telephone, email) update the system
accordingly where possible

DIRECT DEBIT INFORMATION

DD Customers
• Collect customer’s bank details to set up DD.
• Ask the customer whether they’re aware of the DD Guarantee?
• If yes – a copy of the guarantee will be included with your welcome details in the post
• If no - read out:
“This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits. If there
are any changes to the amount, date or frequency of your Direct Debit British Gas Business will notify you
10 working days in advance of your account being debited or as otherwise agreed.

Broker acquisition energy script

 If you request British Gas Business 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 British Gas Business 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 British Gas Business
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 British Gas Business.”

• If has given bank details - Because you’ve given us your bank details over the phone, you don’t need to fill in the DD form in
your contract pack. Your prices are based on a Direct Debit discount. If at any time you stop paying by Direct Debit, the
discount will be removed from the prices you are agreeing today.

CLOSING
If sold with PSD: We will be applying for the transfer of your [Gas/Elec] supply to commence on [PSD] and your contract should
therefore end [Contract Period] year(s) after but this may change if the transfer takes longer.

If sold without PSD: Your [Gas/Elec] supply should take about 30 days to complete and your contract should therefore end
[Contract Period] year(s) after but this may change if the transfer takes longer.

Now that you have agreed this contract with British Gas Business, you should not under any circumstances agree another
alternative contract unless we reject this agreement in writing.

We will send you a Contract Pack which includes the contractual terms and conditions and details about your [Gas/Elec] supply.
This should arrive within the next ten calendar days of British Gas Business accepting your contract. You should read all of the
contract pack carefully and file away for your reference. Please do not sign and return. Your contract pack will also contain a VAT
declaration certificate. If you qualify for a reduced rate of VAT please return the VAT certificate as soon as possible so we can
ensure your future billing is correct. If we do not receive this then your billing will be charged at the standard rate of VAT

Finally just to confirm you have agreed to enter into a contract with British Gas Business for the supply of your [Gas/Elec]. Do you
understand? (Response - Firm “Yes”) To ensure the smooth transfer I need to take/confirm your email address (confirm customers
email address)

Thank you very much, [Customer Name]. That’s all the information I need to process your contract.
If you have any queries regarding the transfer process contact me on [Your Name & Telephone Number]. Do you have any
questions on what we have covered today? Thank you for your time and your business and welcome to British Gas Business.

Broker acquisition energy script