You may use more or less energy depending on the time of the year, so you’re likely to see your account balance in debit over the winter and in credit in the summer, but if you’re paying via a fixed Direct Debit this should even out across the year. This means that even though your account balance may be in credit, you may not be entitled to a refund.

We periodically review how much you are paying to ensure that your payments reflect your energy usage, making sure that there is no unexpectedly large credit or debit on your account. If your usage is higher or lower than expected, then we may revise your Direct Debit payments or offer a refund, but we will confirm with you before doing so.

If you believe that you're entitled to a refund please see our Refund Policy first. If you still think you're owed a refund, get in touch