Mr Ribsskog eribsskog@gmail.

com

Our ref: 688326 11 July 2011

Dear Mr Ribsskog Thank you for your E-Mail received on 22 June 2011 about British Gas. How British Gas provides a service to you, and on what terms, are 'commercial decisions'. For example, if a company decides to increase the charges for providing your energy, this is a commercial decision. We cannot look in to this type of complaint. Your complaint appears to be about a commercial decision because you are complaining about the payment plan British Gas have asked you to set up with them. However, we can look at whether the way in which British Gas implemented its commercial decision was reasonable. For example, if a company decides to use a debt collection agency to chase an outstanding payment, this is a commercial decision, but we consider whether in the circumstances it was reasonable to do so. If you would like further information about a commercial decision that British Gas has made you may want to contact the industry regulator, Ofgem, at www.ofgem.co.uk. The attached booklets explain our role in more detail. Yours sincerely

Dawn Lister Enquiry Officer