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.
If you think you've got more credit on your energy account than you need, you'll be able to request the excess back as long as you've had an energy bill based on your actual meter readings. We will determine the value due for a refund, based on your account balance and forecasted usage over a 12 month period.
Once you request a refund, you will be informed whether your refund request can be accepted following our assessment. If we are unable to refund you, we will let you know.
If you'd like to request a refund or a Direct Debit review, please give us a call on 0800 103 2702 or send us an email on firstname.lastname@example.org