Refund policy
Sometimes, you might build up credit in your energy account. This might be because you’ve used less energy than expected. Or you might build up credit in the summer, when you're using less energy than in winter.
You can ask for a refund at any time, as long as your energy account meets the conditions below. There are some reasons to keep your account in credit – it’s worth considering these before you request a refund:
- In summer, it’s likely that your account will be in credit. This is to help cover your energy costs in winter, when you usually use more. Refunding this credit might mean you need to make a top-up payment in the winter, or your Direct Debit might increase.
- If you use more energy than expected, any credit will help reduce the need to increase your Direct Debit. It might also mean you don’t need to make an unexpected top-up payment.
When can you get a refund?
The minimum refund amount you can request is £5. There are a few things that need to be checked before we can issue a refund. This is to help make sure the credit in your account still covers any upcoming payments.
- You need to have enough credit in your energy account to cover one Direct Debit payment.
- Your account needs to be more than 90 days old.
- We need to have received at least 2 Direct Debit payments from the bank account we're refunding to.
- You can’t have any other refund requests pending.
- You need to have submitted a meter reading for both your electricity and gas, if you have both, in the last 28 days. If you have a smart meter, the reading will be submitted automatically.
How to apply for a refund
If all the above apply to your energy account, you can request a refund through the Payments section on your online account.
You can also call us on 0330 303 5063, (Monday to Friday, 8am to 6pm).
If you’ve got a traditional (non-smart) meter and you’re requesting a refund of more than £599, please send photos that clearly show the meter reading and meter serial number to [email protected] – along with your energy account number. This is really important.
How and when you’ll get your refund
We'll pay it into the bank account you use for your Direct Debit, usually within 5 working days. If we need to send a cheque, that could take up to 10 working days.
If you want your refund to be paid into a different bank account, you'll need to call us to amend your Direct Debit. We’ll then need to have received 2 payments from this bank account before we can process your refund.
If there are any problems, we’ll be in touch with you as soon as possible.
If you’re switching to a different energy company
If there’s any leftover credit in your energy account, your refund will happen automatically. You don’t need to request one.
Once we’ve had your final meter readings from your new supplier, we’ll send your refund. It’ll be paid into the bank account you used for your Direct Debit payments, usually within 10 working days of us sending your final statement.
If you’re moving to a new home
Please send us your final meter readings online and the details of whoever’s taking over your property, if you know them.
You’ll also need to let us know your new details, in case we need to get in touch at your new address.
If your energy account is in credit, we’ll refund you within 10 working days of your final bill. It’ll be paid into the bank account you use for your Direct Debit payments.
For more information on refunds, visit our Help section.