Your Question
When can I have my credit balance refunded?
Any credit that's the same or greater than three months worth of your direct debit payments at the time of your annual review will be automatically refunded.
If your available credit is less than this, it will be carried forward to the next payment year and used to lower your monthly installments. If you'd like this credit to be refunded instead, call us on 0845 270 0700 (lines are open Monday to Friday 08.00am to 8.00pm and Saturday 8:30am to 1:00pm).
Please note that when requesting a refund, you will need to provide your current meter readings and your direct debit payments may need to be reassessed. The refund should be issued within 14 working days by cheque. We are not currently able to refund payments directly into customer bank accounts.
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