Do we owe you?
Our refund policy
If you pay by Direct Debit and have a credit balance of up to £100, we’ll recalculate your Direct Debit and lower your future payments to reduce the credit on your account.
If you pay by card/cash, have moved home, moved to another supplier or have more than £100 credit on your account, we’ll refund this into your bank account via BACS within 14 calendar days if you ask us to.
If staying with us, you may want to think about leaving any credit you have in your account, to cover increased usage in the colder winter months.
If your account balance is based on estimates, we'll need you to provide a meter reading before we can make a refund to you - otherwise we can't verify how much energy you've used. Similarly, if you're moving out or moving to another supplier, we'll need you to provide a final meter reading before we can give you a refund.
Getting in touch
If you think we owe you, you can click to chat by clicking the link on this page, or talk with one our UK-based team on 0345 034 7474 from your landline or mobile.