What to do if your account is in credit
At EDF, we’re committed to doing the right thing. If we owe you money and your not supplied by EDF anymore, simply fill out our online form, and we’ll be in touch.
If you're a current customer, you can provide us with a meter reading, and we’ll happily refund any owed amounts after our investigation.
Small business customers who are no longer with EDF
My account’s closed and I think I may be due a refund – what should I do?
Change of supply - If you’ve switched suppliers and have received a final bill from us based on an actual or an estimated reading, we’ll automatically refund any credit back to you within 28 days of your final invoice. Direct Debit customers will have their refund sent straight to their bank automatically. If you pay for your energy in a different way, we’ll send you a cheque in the post or refund directly to your card. Please make sure we have the right forwarding address so it reaches you.
Moving premises - It’s important you give us meter readings, your moving out date and a forwarding address as close to your moving date as possible. For more information please visit our business movers page. This will help us make sure your final bill is accurate and work out if you’ve paid for more energy than you used up to the point you moved out. Once we have this we’ll automatically refund any money owed to you as shown on your final bill.
If you can’t give us this information, please contact us as soon as possible so we can discuss your account and decide how best to refund anything we owe you.
If your account is already closed and you haven't received your credit after 30 days, provide your small business account details below and we will look into this for you
I’m a current business customer – how do I get a refund?
Step 1: How do I know if I’ve paid for more energy than I've used?
While we always try to make sure the amount you’re paying covers what you’re using, this doesn’t always work out accurately.
If you haven’t recently had an accurate invoice and you think you may have paid for more energy than you’ve used, please contact us with a meter reading so we can check the accuracy of the balance showing on your account.
Here are four easy ways you can do this:
- Log in to your online account
- Call our(1) ‘no queue’ automated system on 0330 912 9959(2)
- Download the EDF Energy app to give us instant readings
- If you’d prefer to speak to someone, you can call us(1) on 0330 912 9959(2)
Step 2: What happens after I’ve given you my readings?
If your credit balance is accurate there are several ways we can refund you, depending on your payment method:
Fixed Direct Debit
Your monthly direct debit is calculated based on your annual cost and spread evenly throughout the year. Because of this, you may find yourself in credit during the summer, but it will balance out over the year.
Variable Direct Debit
We take a payment on a monthly/quarterly basis depending on your billing frequency. If your account is showing a credit, the credit balance will be deducted from your next invoice
Debit/Credit card
We know that customers budget for their energy differently, so we’ll only refund anything outstanding to you if you ask us to. Where possible we can refund to the card the original payment was made on or this will be sent by cheque.
Step 3: How to keep my account up to date
If you want to make sure you account balance is up to date and your not over paying, then you can provide meter readings each month to ensure we are invoicing you for the correct usage.
If you don't want to submit a meter reading each month then why not get a smart meter? A smart meter will not only automatically submit meter reading for you, it'll also help you to keep track of the energy your business uses.
What if I don’t receive my credit?
If you’ve been expecting a refund but haven’t yet received it, please contact us and we’ll be happy to look into it for you:
Contact us via our help centre, where you can email us directly.
What if I’m unhappy with the service I’ve received?
We try our best to provide an excellent service for our customers, but if you have a complaint we want to know about it. We’re here to help and to resolve any issues as best we can.