Why have you changed my Direct Debit payments?
We always try to divide your annual energy charges into 12 equal payments, to help spread the costs equally over a full year.
So, whilst your energy usage changes from month to month the amount you pay will stay the same. To do this we take your predicted annual energy consumption and project a full year of costs based on the tariff you are on.
As your Direct Debit payments are calculated on this forecast, we review how much you have actually used at least every 6 months. This is to make sure you're paying the right amount for your energy.
If you have used more or less than we were expecting, we will adjust your payments to reflect this. This will prevent you from building up a large credit or debt with us, and ensure you are only paying for what you are using over the year.
We will always let you know of any changes at least 10 working days before any changes take effect, in line with the Direct Debit guarantee.
If you have any further questions on why we have changed your Direct Debit payments, our customer services team is happy to help via:
Our Website: Fill in our online contact form in the Contact Us section.
Phone: Contact customer services on 0800 520 02 02. Lines are open Monday to Friday 08:00 – 18:30 and Saturday 09:00 – 13:00.