Refunds

Once we've closed your account and agreed your final read with your new supplier, we'll send any refund within 10 working days unless your credit is over £500 which'll take a little longer.

If you were a Direct Debit customer we’ll automatically refund your credit to your bank. Please don’t cancel your Direct Debit before we do this.

If you don't have a Direct Debit set up or you've already cancelled don’t worry we'll send you a cheque. Please take this to the bank.

If you’ve made a payment that you didn’t mean to and you’d like to get it refunded you’ll need to talk to us. We'll only be able to refund your payment in the same way you made the payment to us.

All we’ll need is an up to date meter read. You can choose how you'd like to contact us here.

If you have credit on your prepayment account then don’t worry, this is simply for energy that you’ve paid for but not yet used. We wouldn’t usually refund this credit as it may put your account into debt when you later use the energy. However, if you’re concerned about the amount of credit you have on your meter, we can check the meter settings with you. Please contact us and have a meter reading ready when you call so we can make sure your account is billed accurately.

You may still have credit on your previous account with us. We want to make sure that you receive any credit you're owed. If you've had a final bill from a previous account with us that shows a credit balance and you're unsure whether you've had your refund, please contact us.

We’ve made a decision to refund your estimated final account with us because you moved out of the property more than six months ago.

Your credit may have been delayed if we had estimated readings to close your account, if we didn't have a forwarding address for you or there's been a dispute on your account.

We can re-issue your cheque to someone else – please contact us.