When should I request a refund?
If you have built up an amount of credit in your energy account that surpasses the amount of your monthly direct debit, we are able to process a refund request for you.
Do I need to do anything to make sure a credit refund request is successful?
To ensure you receive your credit refund, we do ask that you supply meter readings for gas and electricity within 30 days of the request. This may be done automatically by your SMART meter or will have to be added to your account manually.
When is the best time to make a credit refund request?
The best time to request a refund is after your most recent invoice has been taken from your account as this will give you the most accurate representation of how much you will receive for your credit refund and ensures that the likelihood of having a refund declined is minimised.
Why is it important to keep some credit in my energy account?
It's important to always have some credit on your energy account as it helps cover changes in usage throughout the year (whether that's regular seasonal changes like increased heating during winter, or unexpected new circumstances at home).
Having some energy credit means that if your usage goes up, you can avoid having to make big one-off payments.
We also aim to conduct Direct Debit reviews every 3-6 months to make sure your account is where it should be.
How do I request a refund on my account?
If your account has a surplus of credit, you can get in contact with our customer service team who will be able to check whether you are eligible for a credit refund.
You can do this by giving us a call on 0800 103 2702 or sending us an email on firstname.lastname@example.org.
You can also get i touch via our social media platforms our our live chat feature on the OTM website.