Why haven't I received my refund?

If you have not received a refund which was promised to you, we first need to establish when the refund was requested. This is because the timescales it takes to return the monies to you differ dependant on what refund method was used. A cheque refund takes longer to process than a return to your bank account.

If the cheque refund is the result of a final statement after moving out of a property, remember to provide us with your forwarding address so we can send the correspondence and cheque to you directly

You must also ensure that an up to date meter reading has been provided. Without an actual meter reading from you or a meter reader we will be unable to confirm your account balance.

If you have confirmed the above, please contact us using the Chat button on the right.

You can also write to us at the following address:


What if I'm a business customer?

So if you think you may have paid for more energy than you’ve used, just complete our online form and we'll be in contact.

Remember - If you’re a current customer you can give us a meter reading. Once our investigation is complete, we’ll happily refund any amounts owed.

Learn more about the refund process by reading this article

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