If you've submitted an exemption certificate but your latest bill still shows the full rate, the first step is to check the status of your submission in the portal.
Check your status in the portal
Go to Account > Exemptions and click on the relevant exemption. Your submission status will tell you exactly where things stand:
In review - we've received your certificate and our team is checking it. Once accepted, your reduced rate will apply to future bills. No action needed from you right now.
Accepted - your exemption has been confirmed. See below for how rebilling works.
Action required - there's an issue with your submission. Our team will be in touch to help you resolve it.
Expired - your certificate has expired. Upload a renewed certificate to restore your exemption.
My status is Accepted - when will my bills reflect this?
Your exemption is applied to bills issued after your acceptance date. If your most recent bill was issued before your submission was accepted, it will still show the full rate.
For any bills issued after your acceptance date that still show the full charge, get in touch at [email protected] with your MPAN and we'll review and adjust any affected invoices.
Can charges from before my acceptance date be backdated?
For VAT reduction and CCL exemption, we can apply credits to our bills from the past four years if your exemption was in place but wasn't applied.
I have already submitted my certificate by email
Your exemption may already be applied to your account. You can check the current status under Account > Exemptions in the portal. If it's not showing or doesn't look right, contact us at [email protected].