Refunds

My bill is showing a credit balance, can I have a refund?

It’s normal to build up a credit over the summer months. The credit will then be used during the winter when you’re likely to use more energy. You can still request a refund, we'll ask you for a meter reading and warn you that your future Direct Debit payments may need to change, as we try to get your balance as close to zero as we can by your annual review. If you pay by cash or cheque, your credit will automatically be taken off your next bill.

To claim a refund, we’ll need to make sure you’re billed up to date, so you’ll need to provide us with a meter reading. You can submit your meter reading online or you can contact us. Please take the reading before getting in touch, as we’ll ask for this first.

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 please contact us.

I’ve changed supplier and my account is in credit. How do I get a refund?

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.

How can I get a refund for a payment I didn't mean to make?

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.

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.

Payments

Information about paying your energy bill

Information about paying your energy bill

Prepayment

View our FAQs on prepayment 

View our FAQs on prepayment

Billing and understanding your bill

Find out more about how we bill you 

Find out more about how we bill you