My bill is showing a credit balance, can I have a refund?
I’ve changed supplier and my account is in credit. How do I get a refund?
How can I get a refund for a payment I didn't mean to make?
I'm a prepayment customer and my statement is showing a credit. Can I have a refund?
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.
Why have I received a final bill refund when I moved house a while ago?
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.
What should I do if I'm due a refund but I don't have a bank account?
We can re-issue your cheque to someone else – please contact us.
Think you're due a refund?
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.
What should I do if my name is wrong on the cheque you've sent me?
If there’s a spelling mistake please contact us so we can re-issue a cheque.
If you’ve changed your name please let us know as we may need you to provide evidence if you’re no longer supplied by us.