Monthly Direct Debit

Frequently asked questions

Answer your monthly Direct Debit questions here!

Why should I pay by monthly Direct Debit?

Monthly Direct Debit is a convenient way to pay as you spread the cost of your energy bills over the year, without having to worry about making payments by cash or cheque.

You’ll know exactly what you will be paying every month, and in addition you will also receive a discount of 6% off your energy bills. A typical customer who pays for both their gas and electricity by monthly Direct Debit could get a discount up to £72* a year.

*Saving based on a customer with a typical annual consumption of 3,300kWh for electricity and 16,500kwh for gas, paying by monthly Direct Debit for both. The monthly Direct Debit discount is 6% off your gas and electricity bills, which will be credited on a pro-rated basis in-line with your billing frequency. This is a calculated prior to any other discount and VAT being rounded down to the nearest pound sterling. These discounts do not apply to certain products (e.g. certain Internet or Multi-rate products). All amounts include VAT at 5%. Not all products (i.e. certain fixed and online products) are eligible for the 6% monthly Direct Debit discount.

How do I set up monthly Direct Debit payments?

Simply complete our online monthly Direct Debit mandate form. 

How much will I need to pay and how is this worked out?

We work out a regular amount to be deducted from your bank or building society account each month. This amount is based on your previous energy consumption (if we have this information), or on the average consumption rate for a property your size.

How will I know it’s been set up?

You will receive written confirmation including; the amount of the monthly payment, and of the date you have chosen. The payment may be taken up to 3 -4 working days from the date you choose your payments to start.

How can I make sure my bills are accurate?

By providing us with regular meter readings, you can help to ensure you only pay for the energy you use.

I use less energy in the summer, why do I pay the same amount I pay during the winter months?

With monthly Direct Debit the cost of paying your energy bills is spread over the year. It’s normal for you to be in credit during the summer when you  tend to use less energy. This pays for the extra energy you use in the winter.

Am I protected by the Direct Debit Guarantee?

Yes you are.

The Direct Debit Guarantee

• This guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. The efficiency and security of the Scheme is monitored and protected by your own Bank or Building Society.
• If the amounts to be paid or the payment dates change EDF Energy Customers plc will notify you 10 working days in advance of your account being debited or as otherwise agreed.
• If an error is made by EDF Energy Customers plc or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid.
• You can cancel a Direct Debit at any time by writing to your Bank or Building Society. Please also send a copy of your letter to EDF Energy Customers plc.

Why do you review my payments?

We review your payments to ensure that you are paying the right amount to cover your annual energy use.

How often do you review my payments?

We'll endevour to review your monthly payments twice a year, looking at your current balance, and estimating the amount of energy we think you’ll use during the year. We also take into consideration the tariff you’re on and any discounts you’re due. Keeping payments at the right level should avoid your balance getting too large.

Why might my payments go up?

If compared to your last review, your energy usage is different to what we expected or if you decide to opt for a different tariff your payments may need to go up. Other reasons include; meter readings showing different usage, our prices changing, or if you have additional appliances in your home.

Why might my payments go down?

If compared to your last review, your usage is different to what we expected, or if you decide to opt for a different tariff your payments may need to go down. Other reasons include; meter readings showing different energy usage, our prices changing, or if you have more energy efficient appliances in your home.

If prices go up or down, do my monthly Direct Debit payments automatically change too?

If our prices change, your monthly Direct Debit payments will be checked at your next review. If your payments need to change then we will contact you in writing giving you at least 10 days notice before your next payment is due to be taken.

Why might my payments change if I’m on a fixed price product?

You will continue to pay a fixed unit price for your energy; however we may need to change your payments if your energy consumption is different to what we expected.

Why are my payments increasing when my account is in credit?

It may be that your account is in credit during the summer period. Most customers use more energy during the winter (especially gas) and any credit that you accrue in the summer can be used towards the costs of any higher consumption in the winter.

Will you send me a refund if I am in credit?

We will automatically credit your bank or building society account with a refund at your annual review if your credit balance is over £150 or more. However you can still contact our team at anytime to discuss your account balance.

What happens if I start to run up a debt?

 At your annual review, if you end up owing us more than £150, we’ll ask your bank or building society for it, so that your debt doesn’t get too large (we will, of course, let you know before we do that).

What is the minimum that will be debited at my annual review?

If at your annual review you owe £150 or more this will be deducted from your bank or building society account, anything lower than that will be carried over and incorporated into the following year’s monthly payments.

How do I change the date of my monthly Direct Debit payment?

Contact our team to discuss any changes on 0800 096 2260^†.

Can I amend my monthly Direct Debit online?

No, please contact our team to discuss any changes on 0800 096 2260^†.

What if my payment date falls on a bank holiday?

The payment date is the day that EDF Energy processes your payment.  It may leave your account up to 3 to 4 working days after that date. Bank holidays and weekends are not classed as working days, so your payment will be taken on the next available working day.

If I have requested that my payment is taken on the 5th of the month for example, what is the date that it will be taken from my bank?

The payment may be taken up to 3 -4 working days from the date you chose your payments to be deducted.

Can I make an additional one-off payment at any time?

Yes you can, however if your monthly payments are set at the correct amount it should not be necessary.