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Refunds

Information on how we refund any credit balances to you

How to raise a Refund

The quickest way to raise a Refund is by visiting our online Request a Refund tool. Alternatively, you can contact us.

Criteria for Refund

Live Account

A Refund can be issued if:

  • You are billed within the last 28 days.
  • You are billed to actual readings.
  • Your account balance is in Credit.

Final Account

If you have a credit balance on your final bill, you should receive your refund automatically

  • By BACS within 5 working days of the bill date, if you are a direct debit customer and we hold active bank details.
  • By CHEQUE in 10 working days of the bill date, if you are a direct debit customer and we don’t hold active bank details, or if you’re not a direct debit customer.
  • If you have not received your refund automatically, please contact us.


I pay by Direct Debit and want to request a refund

With Direct Debit, we spread the cost of your energy evenly across the year. This means that you may build up a credit balance over the summer months. It may be a good idea to leave this balance on your account to pay for the extra energy you’ll use during the winter.

If you still wish to raise a refund, see the section above, under How to raise a Refund, for the Refund criteria and the Request a Refund tool.

I do not pay by Direct Debit and want to request a refund

If your account is in credit, you can keep some of this and use it towards future billing, or you can have it refunded.

If you wish to raise a refund, see the section above, under How to raise a Refund, for the Refund criteria and the Request a Refund tool.  Your refund will be issued by Cheque.

When will I receive my refund for the final credit balance?

We will issue a final bill and if this has a credit, we’ll refund you automatically.

If you pay by Direct Debit and you have not cancelled this, we’ll refund you directly into your bank account.  Otherwise, we’ll send you a cheque.  Either way, your refund should be with you within 10 working days from the date on your bill.

If 10 working days has passed since your final bill, and you haven’t received your refund, the quickest way to get in touch is by Live Chat:

Our customer service centres are being prioritised for our most vulnerable customers, however if you do have to call us the number is 0345 270 0700, opening hours are Monday to Friday 9am to 5pm.

I've moved home and have a credit balance – how and when will I get my refund?

We’ll send your final bill to your forwarding address. This usually arrives within 10 working days of either the date of the move out, or the date we were notified of the move out.

Any Refund due can take a further 10 working days. If you pay by Direct Debit and you have not cancelled this, usually this will be paid directly into your bank account. Otherwise, we’ll send you a cheque.

If 10 working days has passed since your final bill, and you haven’t received your refund, the quickest way to get in touch is by Live Chat:

Our customer service centres are being prioritised for our most vulnerable customers, however if you do have to call us the number is 0345 270 0700, opening hours are Monday to Friday 9am to 5pm.

What happens if there is a credit on the energy account of a customer that is deceased?

Please accept our sincere condolences on the loss of your loved one.  We appreciate this can be a difficult time.

If a direct debit was set up and has not been cancelled, in most cases any Refund will be paid directly into the bank account within 10 working days of the final bill.  Otherwise, a cheque will be issued in the customer’s name, to be cashed against their estate, within 10 working days of the final bill.

If this is not suitable, you can contact us as we have options for ensuring any refund reaches the person who has taken responsibility. Our Bereavement Team are available on 0800 074 1986, between the hours of 9am and 5pm  Monday to Friday.

Last updated: 19 January 2024


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