Card, Cash or Cheque: how refunds work with a final bill

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You'll find answers for your type of account in our help centre for account numbers that start with 'A'.

You just need to log in or sign up to MyAccount first – this is where you'll find your new help centre.

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When you close an account, we'll send you a final bill. If there is any credit on this final bill, we'll give you a refund.

How and when this happens will depend on why you closed your account.
 

You switched to a new supplier

You get a final bill within six weeks of completing your switch.

If you're in credit and usually pay by card, we'll refund your bank account within three working days of the date on your final bill.

Otherwise, we'll send you a cheque through the post within seven working days of getting your final bill.
 

You moved out

Once you've told us you're moving, we can close your account and create a final bill for you.

If you're in credit and usually pay by card, we'll refund your bank account within three working days of the date on your final bill.

Otherwise, we'll send you a cheque through the post within seven working days of getting your final bill - as long as we have your forwarding address.

How to get a refund if you pay by Direct Debit