What if I’m paying too much or too little?

No need to panic!

It’s worth noting that we work out your Direct Debit amount over 12 months so whilst your energy usage changes from month to month the amount you pay will stay the same.

At some points in the year, like in the summer when you use less heating, it’s likely your account might be in credit. You might want to leave this credit to cover times when you use more energy like in the winter. A bit like in the graph below:

How a Fixed Direct Debit Works

We’ll review your account at least once every six months to try and make sure that after a year your balance is as close to zero as possible. If after 12 months we owe you money we’ll refund it back to you.

Our customer services team is available via

  • 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

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