Energy customers who find their accounts in credit can ask their supplier to return some or all of the money. Credit can accumulate when fixed monthly Direct Debits exceed energy usage during warmer periods.
Before requesting a refund, it is recommended to ensure the account balance is based on accurate, up-to-date meter readings. Customers should also consider their anticipated energy consumption over the winter months to determine how much credit they might need.
Suppliers can decline a refund request if a small credit balance is likely to be required for future winter bills. In such cases, the supplier should explain their decision, detailing the usage, rates, payments, and projected balance that informed it.
Customers can request a partial refund, allowing them to retrieve some money while retaining a cushion for winter. If a complaint remains unresolved after eight weeks, or if a deadlock letter is received, it can be escalated to the Energy Ombudsman.