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. Navigate to the Request 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?

For non-Direct Debit payments, provide your full Bank Account Name, Account Number, and Sort Code for refunds. Alternatively, use cheque details, but this may delay processing. We may request a signed Letter of Authority (LOA) from the account holder.

Metered Accounts

If your account is metered, providing a new meter reading is beneficial. It ensures we calculate the correct refund amount. You can submit a meter reading here.

What happens next?

After submitting your request, check the status anytime in the Customer Portal via the email link. 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.

How do I request a refund?

To request a refund, please login to the Customer Portal here and then complete the form here.

Alternatively you can access the form here.