Request a Refund

1. Log into the  Customer Portal.
2. Check your account balance in the 'Account Balance' section. If your account is in credit, and your next bill isn’t due imminently, you can request a refund.
3. From the Customer Portal, go to Help & Support and then select Submit a Request, then chose the Request a Refund form. 

If you pay by Direct Debit, we already have your bank details.

For closed accounts

If your closed account has a credit balance and you pay via Direct Debit, no action is needed; we'll automatically refund your final credit balance.

What information do I need to provide?

If you do not pay by Direct Debit payments, you'll need to provide your bank account name, account number, and sort code so we can process your refund. Alternatively, you can request payment by cheque, although this may take longer to process. We may request a signed Letter of Authority (LOA) from the account holder.

Metered Accounts

If your account is metered, we recommend submitting an up-to-date meter reading. This helps us calculate the correct refund amount. You can submit a meter reading here.

What happens next?

After submitting your request, you can track its progress in the Customer Portal. Most refunds are processed within four weeks, but some may take longer for specific cases, such as leak allowances or deregistration, which require Wholesaler involvement. If we have your email address, we will send you an email to let you know when the refund has been paid.  

How do I request a refund?

To request a refund,  login to the Customer Portal, then go to Help & Support and select Submit a Request. Choose the Request a Refund form and complete the required information.