How to get a refund on the money built up in your account
We recommend keeping some credit in your account to make sure your monthly energy bills are manageable and avoid the need to make any one off payments.
In this article
How to raise a refund
If you don't request a refund, you can use the excess credit to reduce your monthly payments for future bills. That way you can reduce the impact of higher winter energy bills or any changes in the amount of energy you use month to month.
The requirements for a refund
A refund will be issued to you if:
You have been billed within the past 14 days. This is to make sure you have enough funds in your account to pay for the energy you use.
You're not switching to a different supplier.
There is credit on your account.
If all of these apply to you, then we'll refund your credit balance to your bank account within 10 working days.
How to request a refund
To request a refund please contact us. Make sure you have taken an up to date meter reading before getting in touch.
What if I’ve moved home or switched supplier?
If you've moved home or you're switching to a new supplier, we'll automatically refund any money you're owed after you've paid your final bill.
You can tell us about your home move online, including sending us your closing meter readings.
If you are going to choose us to supply energy to your new home, we can transfer the money to your new account.
Where is my refund cheque?
Please check the address we have for you as this is where we’ll have posted the cheque to.
Where possible, we will always try and send your refunds to the bank account you pay your energy from. Where this is not possible, we will send you a cheque. Please be aware that cheques take longer to reach you due to both processing and postage time.