Your refund request will be sent to our dedicated customer service team. Once processed it can take up to 10 working days for you to receive payment.

If you pay for your energy by Direct Debit, or if you've paid by Direct Debit in the last six months, we’ll send your refund to you via BACs to the Bank account details we hold for you, provided that we’ve previously taken a payment from this account and the last payment taken was successful. 

If you haven't paid by Direct Debit, we’ll send your refund by cheque to the billing address we hold for you. 

We’ll send you an email to advise when your refund has been processed, and when you can expect to receive it. 

To make sure we hold the correct and most up to date information for your account, check the ‘My Details’ section of your online account and make changes if necessary.