Bills & Payments

There is credit on my final bill - how can I get this money back?

Q: How do I change the bank account my Direct Debit is taken from?

You can change the bank account your direct debit is taken from within your online account. Login to your online account Go to ‘My Account’ and select ‘My Details’ Within ‘My Details’ select the option ‘Payment Details’ To update your bank details, click on ‘update’ Edit your account number and sort code Save your changes to complete the request. Don’t have an online account. Why not register today and manage your energy online.

Q: 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 contact us , so that we can look into this for you. Phone lines open Monday to Friday 9am-5pm. Calls are recorded for quality assurance purposes.

Q: Do I get my bill before my Direct Debit is taken?

Monthly Direct Debit If you are paying by Monthly Direct Debit (equal monthly payments) you will receive a bill as usual each quarter, but your Direct Debit will be taken out each month. Quarterly Direct Debit If you pay by Quarterly Direct Debit (full bill amount every 3 months) you will receive your bill in advance of your payment being made each quarter. Payment is usually taken 14 days after the date on the bill.

Q: Can I make additional payments to clear my balance?

As a Direct Debit customer and per the Direct Debit agreement we will debit your bank account as follows: Monthly Direct Debit – as per your precharged amount Quarterly Direct Debit – as per your bill amount Only if required, additional payments can be made on your online account. You can make a payment using a debit or credit card. How do I pay my bill online? Login to your online account Click on 'Make a payment' - this is visible when you log in and view the homepage of your account.

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Billing issues

The credit on your final bill will be refunded within approximately 4 weeks. In some scenarios we may require a photo of a meter reading to allow a refund, if so we will be in touch if we have your contact details.

If you paid by Direct Debit and this is still active, the refund will be returned to that bank account. Otherwise, the refund will be issued by cheque, where applicable please ensure that you have given us a forwarding address when closing the account.

For any enquiries regarding this please contact us on 08000285455.

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Bills & Payments

There is credit on my final bill - how can I get this money back?

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