You might build up more credit in your account in some months than in others. This is because we ask you to pay for your energy in equal monthly amounts. During the summer your usage will be less than you are paying but in the winter your usage will be much more than you pay in any particular month.

You can always get a refund, but it can often help to keep your balance as it is.

• By always keeping enough in your account to cover your energy, you won’t get unexpected bills.
• If you get a refund and then your account looks likely to or does go into debit, we might need to put your direct debit up.

If you do want a refund, drop us an email with an up-to-date meter reading (or even better enter the reading on our web site) and we’ll process the request for you.

• Once we have your readings, we will refund anything over £50 so long as it leaves your account two month’s direct debit in credit.
• You should send us photos of your meter with the readings if your refund is for more the £500. You must keep your direct debit active with us at all times.
• Once we have agreed to your payment it should usually be refunded into the bank account used for your direct debit within fourteen days.

Refund Examples

Please note that we will always review your direct debit on any refund. Depending upon your forecast usage this may go down or up.

Refund approved example

A customer requests a refund. Their account has a credit balance of £300. The customer has a monthly direct debit of £100. The refund is calculated as follows. In this example the refund has been calculated to be £100.

£300 – £100 – £100 = £100

As this refund is more than £50 the customer is entitled to a £100 refund.

Refund not approved example

A customer requests a refund. Their account has a credit balance of £225. The customer has a monthly direct debit of £100. The refund is calculated as follows. In this example the refund has been calculated to be £25.

£225 – £100 – £100 = £25

As this refund is not more that £50 the customer is not entitled to a refund.

Switching or moving away refund

As soon as we have had your final meter reading from your new supplier we will create your final statement. Any refund due on your statement will usually be made fourteen days after your final statement has been issued.