Problems with my Direct Debit

I think my Direct Debit payments are too high

If your business energy payments are higher than expected, follow our step-by-step guide to find out why and what you can do.

1. How we calculate your payments

We base your payments on:

• estimated annual energy use
• Any outstanding balance

Example:

• Energy use: £1,200/year
• Outstanding balance: £600
• Total: £1,800 ÷ 12 months = £150/month

2. If you have a credit balance

With a fixed Direct Debit, your monthly payments will be the same. This means some months you may be in credit and some months you may be in debit, depending on your seasonal energy use.

We review your payments regularly. If you're paying too much or too little based on your average energy use, then we may recommend a change to your monthly payments. We'll let you know before we make any changes as part of the Direct Debit Guarantee. Or you can contact us to discuss your payments.

Find out about business energy credits and refunds.

3. If your bills are estimated

If we don't have an up-to-date meter reading, then we base the amount on an estimate of your energy use.

Avoid estimated bills by giving us regular meter readings. You can do this through your online energy account, where you can also set up regular email reminders. If you don't already have an online account, it's quick and easy to register - just have a bill to hand.

Steps to checking your variable Direct Debit payments

1. How we calculate it

You pay for the energy your business used during each billing period, so your payment amount changes month to month.

2. What to do if you're in credit

Check your bill’s meter reading against your actual meter. If there’s a difference, submit a new reading to update your account.

Find out about business energy credits and refunds.

3. Is a variable Direct Debit right for you?

If your meter readings are accurate, but your bills are high, you could change to a fixed Direct Debit. We'll calculate your annual usage plus any outstanding balance and spread the payments over 12 months. This may help you to budget. Contact us if you want to move to a fixed Direct Debit.

Having difficulty keeping up with payments?

If you're finding it hard to manage your monthly payments, whether your Direct Debit is fixed or variable, we may be able to help with paying your energy bills.

Changing my Direct Debit details

You can manage your Direct Debit settings in your online account. If you don’t have one yet, you can register here - it only takes a few minutes.

To change the amount or switch between a fixed or variable Direct Debit please contact us.

What can be updated online

1. Payment date

If you pay for your business energy by fixed Direct Debit, you can choose a payment date between the 1st and 28th of the month.

2. Bank details

Update the bank account used for your Direct Debit payments.

3. Payment type

Switch between a fixed and variable Direct Debit based on your preference.

These changes can be made by simply selecting ‘Manage your Direct Debit’ in your online account.

Cancelling my business energy Direct Debit

You can cancel your Direct Debit by contacting us or through your bank or building society, as outlined in the Direct Debit Guarantee.

Important: Cancelling may remove any Direct Debit discount and could result in a higher rate.

What happens if you cancel

• Any outstanding balance becomes due immediately.
• A late payment charge may apply if payment isn’t received by the due date on your bill.

If you're leaving us:

To ensure a smooth final bill

• Submit a final meter reading within 5 days of your supply end date via your online account.
• You’ll need your account number which you can find on your bill.

Don’t cancel your Direct Debit until we’ve taken the final payment (usually 10–14 working days after your supply ends).

If you're in credit, we’ll refund the amount to your bank account.
If you don’t receive it, please contact us.

Make a payment

Whether you're settling a final bill or paying an outstanding balance, you can do it quickly and securely online: