FAQs

If you receive a bill/statement showing a credit and want a refund, please check if your bill is based on an estimated or factual reading. If you've been billed to estimated readings we'll require up to date readings from your meter before issuing a refund.

If you pay by fixed monthly Direct Debit your account balance is likely to be in credit for certain periods during the year, and you can request this back at any time. However, if you choose to do this, you may not have any credit to use up during the winter months when you’re likely to use a lot more energy. As a result, your remaining Direct Debit payments would probably need to increase, so we recommend that you wait until your Annual Review in spring.

At your Annual Review, credits of more than £5 will automatically be refunded back to your bank account, provided we have received an actual meter reading in the last six months. You can call us about your Direct Debit payment plan at any time on 0845 302 4317 and we will review your account.