Help & Support

Direct Debit

Direct Debit FAQs

Can I change the date my Direct Debit is taken?

If you need to change the date of your Monthly Direct Debit please call us on 03457 455 455. You can choose a payment date between the 1st and 28th of each month. 8 working days notice is needed for the change to take effect. Customers who pay by Quarterly Direct Debit can’t change their payment dat...

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Why has my Direct Debit changed?

We try to average out the amount you're paying each month over a 12 month period. But some things can affect those payments and, if they do, then we'll adjust your Direct Debit accordingly.

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What if I miss a Direct Debit payment?

If you miss a Direct Debit payment we'll write to you to let you know and request that you make payment within 5 working days in order to remain on Direct Debit. Unfortunately, if you do happen to miss a payment the Direct Debit discount shown on your last bill will be cancelled.

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My Direct Debit payment hasn’t been taken out.

If your payment was due on a date which falls on a weekend or a Bank Holiday it will be collected on the next banking day. If your Direct debit payment hasn't been taken, please give us a call on 03457 455 455, so that we can look into this for you.

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I don’t have enough money in my account to cover my Direct Debit.

If you think you may not have enough in your account to cover the Direct Debit, call us on 03457 455 455 and we’ll be able to provide advice on the options available.

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When do you review my monthly Direct Debit?

Your monthly Direct Debit is reviewed annually. When we do the review, if we think you're paying too much, or not enough, for the amount of energy you've used and what you're likely to use in the future then we'll adjust your monthly Direct Debit accordingly.

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