Information on how we refund any credit balances to you

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Live Account

A Refund can be issued if:

How to update your meter readings (please note that the balance will take 1-2 working days to update):

How to raise a Refund

The quickest way to raise a Refund is by visiting our online Request a Refund tool. Alternatively, you can contact us.

Please note that in the Request a Refund tool you can consider the refund submitted once you see the Refund amount and Refund method. We are working on improvements but currently we don’t send any confirmation email, text or letter.

With Direct Debit, we spread the cost of your energy evenly across the year. This means that you may build up a credit balance over the summer months. It may be a good idea to leave this balance on your account to pay for the extra energy you’ll use during the winter.

If you still wish to raise a refund, see the section above, under How to raise a Refund, for the Refund criteria and the Request a Refund tool.

If your account is in credit, you can keep some of this and use it towards future billing, or you can have it refunded.

If you wish to raise a refund, see the section above, under How to raise a Refund, for the Refund criteria and the Request a Refund tool. Your refund will be issued by Cheque.

We will issue a final bill and if this has a credit, we’ll refund you automatically.

If you pay by Direct Debit and you have not cancelled this, we’ll refund you directly into your bank account. Otherwise, we’ll send you a cheque. Either way, your refund should be with you within 10 working days from the date on your bill.

If 10 working days has passed since your final bill, and you haven’t received your refund, the quickest way to get in touch is by Live Chat:

Our customer service centres are being prioritised for our most vulnerable customers, however if you do have to call us the number is 0345 270 0700, opening hours are Monday to Friday 9am to 5pm.

We’ll send your final bill to your forwarding address. This usually arrives within 10 working days of either the date of the move out, or the date we were notified of the move out.

Any Refund due can take a further 10 working days. If you pay by Direct Debit and you have not cancelled this, usually this will be paid directly into your bank account. Otherwise, we’ll send you a cheque.

If 10 working days has passed since your final bill, and you haven’t received your refund, the quickest way to get in touch is by Live Chat:

Our customer service centres are being prioritised for our most vulnerable customers, however if you do have to call us the number is 0345 270 0700, opening hours are Monday to Friday 9am to 5pm.

Please accept our sincere condolences on the loss of your loved one. We appreciate this can be a difficult time.

If a direct debit was set up and has not been cancelled, in most cases any Refund will be paid directly into the bank account within 10 working days of the final bill. Otherwise, a cheque will be issued in the customer’s name, to be cashed against their estate, within 10 working days of the final bill.

If this is not suitable, you can contact us as we have options for ensuring any refund reaches the person who has taken responsibility. Our Bereavement Team are available on 0800 074 1986, between the hours of 9am and 5pm Monday to Friday.

Last updated: 5 September 2023