Closed accounts. Here’s what we do
If you move house or switch to a new supplier, any credit left after you've paid your final bill will be automatically refunded – as long as we have your bank details or your new address.
If you close two accounts, and you owe us money on one of them, any credit on your other account may be used first to pay this off.
How have we been doing refunding money to our customers?
Since 2013, we've refunded over £150m to almost 1.5m customers. That's an average of £100 per customer.
We also provide lots of support to consumers who are vulnerable and have made voluntary contributions of £87 million on social initiatives between 2008 and 2014. This helps those who are in financial hardship, with energy efficiency measures and helping to clear debt balances.
Despite doing all we can, we still have credit balances where we either don't know where our old customer has moved to, or we haven't heard back since making contact to arrange a refund.
What happens to money we can't refund
- £28m of historical unclaimed credit balances have been used to lower our overall costs of “bad debt” (unpaid debt from other customers), as well as making a donation of £9m to the British Gas Energy Trust – but only after we've tried all the ways we can to find and refund those customers. Using unclaimed credits to lower bad debt has helped keep our costs down which in turn helped keep prices down for everyone.
- From April 2014, any new credit balances on closed accounts we haven't been able to refund and remain un-claimed after two years, will be donated to the British Gas Energy Trust to help vulnerable customers.
But don't worry. We'll continue to honour legitimate customer refunds no matter how long has passed. So, if you think we owe you a refund get in touch or call 0800 294 6654.