FAQs

  1. How do you work out how much my monthly Direct Debit amount should be and can I set my own Direct Debit amount?
  2. Can I change the day my Direct Debit payment is made or my bank account details?
  3. I think you've set my Direct Debit too high. What should I do?
  4. My Direct Debit is due to be paid tomorrow but I want to change the date. How do I do this?
  5. Why do you change my Direct Debit payment amount more than once a year?
  6. My last bill had a credit balance – why has my Direct Debit amount increased?
  7. Does my Direct Debit payment increase every time there's a price change?
  8. How can my Direct Debit payment go up when my consumption decreased during the bill period?
  9. Why can Direct Debits increase on fixed price tariffs?
  10. Why are you asking me to increase my monthly payments when I've only been with you for six months?
  11. My Direct Debit has not been set up correctly, what do I do?
  12. I recently switched to a different supplier, why is ScottishPower still taking Direct Debit payments from my bank account?
  13. My final account balance is wrong, but a Direct Debit has been taken for the full balance. What do I do?
  14. I'm leaving ScottishPower. Should I cancel my Direct Debit?
  15. How do I cancel my Direct Debit?

1. How do you work out how much my monthly Direct Debit amount should be and can I set my own Direct Debit amount?

Paying by Direct Debit is designed to help you spread the annual cost of your energy more evenly over 12 months.

We calculate your monthly Direct Debit payment by taking several factors into account, including:

  • How much energy we think you'll use over the next 12 months, based on your previous usage (where available)
  • Your energy prices and discounts, including any price or tariff changes on your account since your last assessment, such as the end of a fixed price tariff.
  • Any credit or debit balance on your account.

Actual, rather than estimated, meter readings can make a big difference in helping us forecast your consumption. Providing regular meter readings will help us to not only to calculate a more accurate consumption but your monthly Direct Debit amount too.

You can stay more in control of your monthly payments with our online Direct Debit Manager tool. It’s available in your online account, MyAccount, and lets you view your energy usage and adjust your Direct Debit payment amounts to better suit your needs.

To use the tool you’ll need your current meter readings to hand. And, to ensure you don’t build up a debt, payments can only be adjusted within a set level which is based on your energy usage.

If you don’t have an online account, you’ll need to Contact Us to adjust your monthly Direct Debit or you can register to Manage your Account Online now.

If you’re struggling to make your Direct Debit payments due to your financial circumstances, please Contact Us as quickly as possible.

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2. Can I change the day my Direct Debit payment is made or my bank account details?

Yes. If you have an online account, you can change the date your Direct Debit is paid or the bank account it's taken from when you log in to MyAccount and click on “Change bank details & payment date”.

You can register to Manage your Account Online now. Alternatively, you can Contact Us and we can arrange it for you.

Just so you know, we need a minimum of 5 working days’ notice before your payment is due to change the payment date.

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3. I think you've set my Direct Debit too high. What should I do?

You can stay more in control of your monthly payments with our online Direct Debit Manager tool. It’s available in your online account, MyAccount, and lets you view your energy usage and adjust your Direct Debit payment amounts to better suit your needs.

To use the tool you’ll need your current meter readings to hand. And, to ensure you don’t build up a debt, payments can only be adjusted within a set level which is based on your energy usage.

If you don’t have an online account, you’ll need to Contact Us to adjust your monthly Direct Debit or you can register to Manage your Account Online now.

If you think your monthly payment is still too high or if you haven’t set up an online account you’ll need to Contact Us with up to date meter readings so that we can assess any changes to your payment.

Remember that your account may be in credit or debit at certain times of the year due to fluctuation in your energy consumption. We review your account every 6 months and aim to also review it throughout the year, to help ensure your payments are in line with your expected consumption.

If your account is in credit at your annual review, you may be eligible for a Direct Debit Credit Payment.

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4. My Direct Debit is due to be paid tomorrow but I want to change the date. How do I do this?

To change your Direct Debit payment date we need a minimum of 5 working days' notice, so unfortunately we can’t change your payment date if it is within this period.

To make the change for future payments:

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5. Why do you change my Direct Debit payment amount more than once a year?

We review your account every 6 months and aim to also review it throughout the year, to help ensure your payments are in line with your expected consumption. This helps to avoid debt or a large credit balance building up on your account over the course of a year. If the amount of energy you use changes or if your tariff or prices change, your Direct Debit payment may no longer reflect your actual energy consumption or cost.

If you know your energy consumption is likely to change (such as lifestyle factors like more occupants in your home or having a new heating system installed) please let us know. We can then try to make sure your monthly Direct Debit payment reflects your energy use.

Alternatively, you can stay more in control of your monthly payments with our online Direct Debit Manager tool. It’s available in your online account, My Account, and lets you view your energy usage and adjust your Direct Debit payment amounts to suit your needs.

To use the tool you’ll need your current meter readings to hand. And, to ensure you don’t build up a debt, payments can only be adjusted within a set level which is based on your energy usage.

If you don’t have an online account, you’ll need to Contact Us to adjust your monthly Direct Debit or you can register to Manage your Account Online now.

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6. My last bill had a credit balance – why has my Direct Debit amount increased?

To help you budget, we'll aim to keep your payments at a similar level throughout the year. This may mean that you're in credit during the summer months, which then offsets higher usage during the winter. That's why your account may be in credit at the end of summer.

We review your account every 6 months and aim to also review it throughout the year, to help ensure your payments are in line with your expected consumption. Your monthly Direct Debit payment takes several factors into account, including how much energy you’ll use over the next year based on your previous usage, energy prices and discounts, any credit or debit balance on your account.

If your consumption has increased or your energy prices have changed (for example due to a price increase or coming to the end of a fixed term product) this could mean that your original monthly payment won't be enough to cover your expected energy costs over the year, even with credit on your account.

You can stay more in control of your monthly payments with our online Direct Debit Manager tool. It’s available in your online account, My Account, and lets you view your energy usage and adjust your Direct Debit payment amounts to better suit your needs.

To use the tool you’ll need your current meter readings to hand. And, to ensure you don’t build up a debt, payments can only be adjusted within a set level which is based on your energy usage.

If you don’t have an online account, you’ll need to Contact Us to adjust your monthly Direct Debit or you can register to Manage your Account Online now.

If your account is in credit at your annual review, you may be eligible for a Direct Debit Credit Payment.

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7. Does my Direct Debit payment increase every time there's a price change?

Not necessarily. We review your account every 6 months and aim to also review it throughout the year, to help ensure your payments are in line with your expected consumption and prices. Your monthly Direct Debit payment takes several factors into account, including how much energy you’ll use over the next year based on your previous usage, energy prices and discounts, any credit or debit balance on your account. If the amount needs to be adjusted at the time of your reassessment, we’ll let you know.

You can stay more in control of your monthly payments with our online Direct Debit Manager tool. It’s available if you have set up an online account, here, and lets you view your energy usage and adjust your Direct Debit payment amounts. If you don’t yet have an online account you can set one up here.

Please note that payments can only be adjusted within a set level based on your energy usage. If your payments are set too low, you’ll build up a debt which will need to be repaid through increased monthly payments.

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8. How can my Direct Debit payment go up when my consumption decreased during the bill period?

It could be that your tariff prices have changed, for example the unit price or standing charge of your tariff has increased. Remember too, that Direct Debit aims to spread your energy costs evenly over the year, so an increase in your payments now may help to offset increased costs during colder winter months.

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9. Why can Direct Debits increase on fixed price tariffs?

With a fixed price tariff, it's the Unit Rates and Standing Charge of your energy that’s fixed. If your consumption goes up, your payments may increase to reflect the additional consumption. Consumption can increase due to a number of factors including colder weather, new appliances or more occupants in your home.

Your monthly Direct Debit payment takes several factors into account, including how much energy you’ll use over the next year based on your previous usage, energy prices and discounts and any credit or debit balance on your account.

Payments may also increase if your monthly Direct Debit payments have been set too low in the past. We need to increase them to ensure they cover your estimated annual energy use.

But you can be assured that the Unit Rate or Standing Charge will not increase for the duration of your fixed price tariff.

You can stay more in control of your monthly payments with our online Direct Debit Manager tool. It’s available in your online account, My Account, and lets you view your energy usage and adjust your Direct Debit payment amounts to suit your needs.

To use the tool you’ll need your current meter readings to hand. And, to ensure you don’t build up a debt, payments can only be adjusted within a set level which is based on your energy usage.

If you don’t have an online account, you’ll need to Contact Us to adjust your monthly Direct Debit or you can register to Manage your Account Online now.

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10. Why are you asking me to increase my monthly payments when I've only been with you for six months?

We review your account every 6 months and aim to also review it throughout the year, to help ensure your payments are in line with the amount we’ve estimated you’ll use over the year and your actual consumption

If we’ve increased your monthly payments, it’s to help ensure that the amount you are paying will cover your forecast annual charges, and to avoid you running up a debt. Your monthly Direct Debit payment takes several factors into account, including how much energy you’ll use over the next year based on your previous usage, energy prices and discounts, any credit or debit balance on your account.

You can stay more in control of your monthly payments with our online Direct Debit Manager tool. It’s available in your online account, My Account, and lets you view your energy usage and adjust your Direct Debit payment amounts to suit your needs.

To use the tool you’ll need your current meter readings to hand. And, to ensure you don’t build up a debt, payments can only be adjusted within a set level which is based on your energy usage.

If you don’t have an online account, you’ll need to Contact Us to adjust your monthly Direct Debit or you can register to Manage your Account Online now.

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11. My Direct Debit has not been set up correctly, what do I do?

If your Direct Debit hasn’t been set up correctly then please Contact Us immediately so that we can correct it.

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12. I recently switched to a different supplier, why is ScottishPower still taking Direct Debit payments from my bank account?

Normally, we’ll continue to take Direct Debit payments until we have received your final readings from your new supplier and issued you with a final bill.

Once the final bill has been issued, we’ll apply to take one final Direct Debit payment to clear the remaining balance, or issue you with a refund (directly into your bank account) if your final account balance is in credit.

You'll usually receive your final bill within 6 weeks after the switch date. If you have an online account your final balance will also be available in My Account for up to 28 days after your final bill is created.

Find out more about switching supplier

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13. My final account balance is wrong, but a Direct Debit has been taken for the full balance. What do I do?

If you think your final account balance is wrong, please Contact Us immediately with up to date meter readings. This will allow us to check the final bill and confirm the correct final balance for you. We'll try to stop the Direct Debit payment being collected until we have reviewed your account.

The sooner you Contact Us, the sooner we can help sort out any problems. For more information, visit our Direct Debit page.

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14. I'm leaving ScottishPower. Should I cancel my Direct Debit?

We’d advise you not to cancel your Direct Debit just yet and wait until we settle any outstanding debit or credit balance that you may have. We’ll do this by a Direct Debit or direct credit payment to your bank account.

If you cancel your Direct Debit, we’ll be unable to do this and it may take longer to receive any refund due to you.

Find out more about switching supplier

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15. How do I cancel my Direct Debit?

If you want to cancel your Direct Debt remember that Monthly Direct Debit is the cheapest payment method we offer*. It’s also one of our most convenient and easiest ways to pay. Direct Debit helps you spread the cost of your energy more evenly over 12 months. And now, with our online Direct Debit Manager tool, you can choose what you want to pay each month. The tool allows you to view your energy usage and adjust your payments to suit your needs.

If you're leaving ScottishPower please don’t cancel your Direct Debit yet as it’s quicker for us to give you any refunds or collect any final payments this way. It’s never too late to change your mind. You can move between our tariffs without paying any exit fees. Why not see if you are on our best deal for you now. Change my tariff

If you still want to cancel your Direct Debit please Contact Us with your meter readings so we can bill your account and issue you with an up to date invoice.

*Prices correct as at 15th March 2016.

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