Understanding Credit with Your Previous Energy Supplier
Understanding Credit with Your Previous Energy Supplier
When you switch gas or electricity suppliers, you might not realise that you could be owed money by your old provider. This usually happens if your account was in credit – meaning you paid more than you actually used – at the time you closed it. Understanding how this credit builds up and what your rights are is key to making sure you get any money you’re owed.
What Does It Mean to Have Credit Left with a Previous Supplier?
Credit on your energy account simply means you’ve paid more than the cost of the energy you’ve used. This often happens if you pay by direct debit, as most energy companies estimate your usage and set a fixed monthly payment. If their estimate is higher than your actual consumption, your account can build up a surplus over time. When you switch suppliers or close your account, any remaining credit should be returned to you.
Common Reasons You Might Be Owed Money After Switching
There are several reasons why you could end up with credit after leaving an energy provider:
Overestimated bills: If your supplier overestimated your energy usage, you may have paid more than necessary.
Seasonal usage: Many people use less energy in summer but pay the same amount each month, resulting in a credit balance.
Final meter readings: If you give an accurate final meter reading when you switch, it may show you’ve overpaid.
Direct debit adjustments: Sometimes, suppliers don’t adjust your direct debit promptly, leading to overpayments.
If you think you might have credit left, it’s important to check your final bill carefully. Energy suppliers are required by UK regulations to refund any credit on closed accounts, usually within six weeks of your final bill.
How Energy Billing and Credit Works in the UK
In the UK, energy suppliers typically use estimated billing and regular direct debit payments to help spread the cost of your energy use across the year. While this can make budgeting easier, it also means your account can easily end up in credit or debit depending on your actual usage.
Under Ofgem rules, suppliers must provide clear information about your account balance and refund any credit promptly when you switch or close your account. If you’re unsure about the process or your rights, it’s important to know your rights as an energy consumer to avoid being overcharged or missing out on money you’re owed.
If you believe your previous supplier owes you money, don’t hesitate to contact them directly. Keep records of your communications and final meter readings, and check your final statement for any credit balance. If you have trouble getting a refund, you may be able to escalate your complaint to the Energy Ombudsman.
Understanding how credit works and knowing your rights helps ensure you don’t lose out when changing energy suppliers. For more guidance on managing your energy bills and claiming back credit, explore our related topics throughout this page.
How to Check if a Previous Energy Supplier Owes You Money
How to Check if a Previous Energy Supplier Owes You Money
If you’ve switched gas or electricity suppliers, you might be owed money by your old provider – especially if your account was in credit when you left. Energy suppliers are required by Ofgem, the UK energy regulator, to refund any outstanding credit within six weeks of your final bill. Here’s how you can check if you’re due a refund and what steps to take.
1. Review Your Final Bill
Your previous supplier should have sent you a final bill after you switched. This bill will show whether you were in credit (meaning you’ve paid more than you owed) or if you still have an outstanding balance. Look for a statement showing a positive balance or the words ‘credit’ or ‘refund due.’
If you can’t find your final bill, check your online account or contact your former supplier to request a copy.
2. Gather the Information You’ll Need
Before contacting your old supplier, it helps to have the following details ready:
Your full name and address (as they appeared on your old account)
Your previous account number (found on old bills or emails)
The date you switched supplier or closed your account
Recent meter readings, if available
Having this information to hand will make it easier for your supplier to locate your account and process any refund.
3. Contact Your Previous Energy Supplier
Reach out to your former supplier’s customer service team – most have dedicated teams for closed accounts. You can usually contact them by phone, email, or through their website. Explain that you want to check if your closed account is in credit and whether a refund is due.
Suppliers are legally required to return any credit within six weeks of your final bill. If it’s been longer, remind them of this obligation under Ofgem’s rules. Keep a record of your communication in case you need to follow up.
4. Use Official Channels if Needed
If you’re having trouble getting a response or your supplier refuses to refund you, you can escalate your complaint. Start by following your supplier’s complaints process. If you’re still unsatisfied after eight weeks, you can contact the Energy Ombudsman for free independent help.
5. Next Steps: Claiming Back Your Credit
Once you’ve confirmed you’re owed money, you’ll want to know how to get it back. For a detailed guide on the refund process, including how to claim back credit from your energy suppliers, see our related page.
By following these steps and knowing your rights under UK energy regulations, you can make sure you don’t miss out on any money owed to you after switching suppliers.
Gather Your Account and Switching Details
Gather Your Account and Switching Details
Before you can check if a previous energy supplier owes you money, it’s important to collect all the relevant information about your old account and your switch to a new provider. Having these details ready will make the process much quicker and help avoid any delays in getting your refund.
1. Locate Your Previous Account Number and Final Bill
Start by finding your old energy account number. This unique number is usually printed at the top of your bills or in your online account with your previous supplier. You’ll also need your final bill, which shows your last meter readings, any outstanding charges, and – crucially – whether you were in credit when your account was closed. If you’ve misplaced your final bill, you can request a copy from your former supplier. Under Ofgem regulations, energy suppliers must provide you with a final bill within six weeks of your switch date.
2. Keep Details of Your Switch Date and New Supplier
Make a note of the exact date you switched to your new energy supplier, as well as the name of the new company. This information helps your previous supplier confirm when your account was closed and that you’re no longer responsible for charges after that date. Switch dates are usually included in your welcome letter or email from your new supplier.
3. Why These Details Help Speed Up Your Refund Check
Supplying your account number, final bill, switch date, and new supplier details makes it much easier for your previous provider to track down your account and process any refund you’re owed. According to Ofgem’s Backbilling Rules, suppliers have a duty to return any credit left on your account within 10 working days of your final bill – provided they have all the correct information. Missing details can lead to delays, extra checks, or even difficulty proving the money is yours.
Practical Tip: If you switched some time ago and no longer have paper records, check your emails for correspondence from your old supplier or your new provider. Most companies will accept electronic copies or even clear photos of your documents.
By gathering these details before you contact your previous supplier, you can make your claim for any owed money as straightforward and stress-free as possible.
Contact Your Previous Energy Supplier
Contact Your Previous Energy Supplier
If you think your previous energy supplier may owe you money, the first step is to contact them directly. Even after you switch providers or move home, you have the right under UK energy regulations to claim back any remaining credit on your account. Ofgem, the energy regulator, requires suppliers to refund credit balances when a customer leaves or switches (see Ofgem’s Standards of Conduct and the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008).
How to Get in Touch
You can contact your previous supplier by phone, email, or through their website. Most suppliers have dedicated customer service teams and clear instructions on their websites for former customers. Look for the “contact us” section, or search for information specifically for people who have switched away.
By Phone: Calling is often the quickest way to get an update. Have your old account number and personal details ready to confirm your identity.
By Email: If you prefer, you can write an email explaining your situation. Include your full name, previous address, account number, and details of your switch or move.
Online Forms or Chat: Many suppliers offer online forms or live chat services. These can be convenient if you want to keep a written record of your enquiry.
What to Ask
When you contact your previous supplier, be clear about what you’re asking for. Here are some key points to cover:
Ask if there is any remaining credit on your closed account. This is money you paid in advance (for example, by direct debit) that wasn’t used before you left.
Request a final statement or bill. This will show your closing balance, including any refund due.
Enquire about the process for receiving your refund. Ask how and when the money will be returned to you, and whether it will be paid by cheque, bank transfer, or another method.
If you moved home or switched suppliers, provide the date this happened and any relevant reference numbers. This helps the supplier find your account quickly.
What to Expect
Suppliers are required to handle refund requests promptly. Under Ofgem guidelines, most suppliers aim to return credit balances within 10 working days of issuing your final bill. If there are delays, they should keep you updated and explain the reason.
In some cases, the supplier may need additional information from you, such as proof of identity or updated bank details. Respond as soon as possible to avoid further delays.
If you don’t get a response within a reasonable time (usually within two weeks), or if you’re unhappy with the outcome, you have the right to make a formal complaint. Suppliers must follow the complaints process set out in the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008.
Remember, even if you switched suppliers some time ago, you can still claim back any credit owed. There is no strict time limit, but it’s best to contact your previous supplier as soon as possible to avoid complications.
Use Energy Ombudsman or Official Help if Needed
Use Energy Ombudsman or Official Help if Needed
If your previous energy supplier does not respond to your request for a refund, or you are unhappy with their response, you have the right to escalate your complaint. Under UK energy regulations, suppliers are required to handle complaints fairly and promptly, as set out by Ofgem, the energy regulator. If you have not received a satisfactory resolution within eight weeks of raising your complaint, or if you receive a “deadlock letter” (a final response stating they cannot do any more), you can take your case further.
When and How to Escalate
You should first give your supplier a reasonable chance to resolve the issue. This means contacting them with full details of your claim, keeping records of all communication, and allowing up to eight weeks for a response. If you still have not received your money, or you are dissatisfied with the outcome, you can escalate your complaint to the Energy Ombudsman.
The Role of the Energy Ombudsman
The Energy Ombudsman is an independent, free service that helps resolve disputes between energy customers and suppliers. The Ombudsman can investigate your complaint, review evidence from both sides, and make a binding decision. If the Ombudsman rules in your favour, they can order the supplier to issue a refund, provide compensation, or take other steps to put things right. The Ombudsman’s decisions are based on the rules set out in the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 and Ofgem’s complaint-handling guidelines.
Other Official Resources for Help
If you need advice before contacting the Ombudsman, or if you are unsure about your rights, there are other official sources of help. Citizens Advice provides free, impartial guidance on energy issues, including how to pursue complaints and what to do if you are struggling to get a response from your supplier. Ofgem also offers information on your rights as an energy customer and the standards suppliers must meet.
Remember, you are protected by law when dealing with energy suppliers, and there are official channels to support you if things go wrong. Taking these steps can help ensure you receive any money you are owed from a previous energy supplier.
How to Claim Back Money Owed by Your Previous Supplier
When you switch energy suppliers or close an account, you may find that your previous supplier owes you money – often because of overpayments or unused credit. Here’s a step-by-step guide to help you claim back any money you’re owed, what documents you’ll need, and important deadlines to keep in mind.
1. Contact Your Previous Supplier
Start by getting in touch with your former energy supplier. Most companies have a dedicated process for handling refunds. You can usually contact them by phone, email, or through their website. Make sure you have your old account number and details of your final bill to hand, as this will speed up the process.
2. Gather the Right Documentation
To claim back credit or a refund, you’ll typically need:
Your final bill or statement, showing your account balance at closure.
Proof of payment, such as bank statements or receipts, especially if you believe you have overpaid.
Your account number and personal details (such as your name and the address linked to the account).
Any correspondence you’ve had with the supplier about your account closure or final meter readings.
Having clear records will help resolve your claim more quickly and reduce the chance of disputes.
3. Understand the Time Limits
Under Ofgem rules, energy suppliers must refund any credit left on your account after you switch or close your account. However, there are some time limits to be aware of:
Six-Year Limit: In England, Wales, and Northern Ireland, you generally have up to six years from when the money became owed to make a claim (under the Limitation Act 1980).
Five-Year Limit: In Scotland, the time limit is usually five years.
Supplier Policies: Some suppliers may have their own deadlines for processing refunds, so it’s best to act as soon as possible after you close your account.
4. What If You Have Trouble Getting Your Money Back?
If your previous supplier is unresponsive or refuses to refund your credit, you can escalate your complaint. Start by following your supplier’s complaints procedure. If the issue isn’t resolved, you may be able to take your complaint to the Energy Ombudsman.
For more detailed guidance on the steps involved, see our page on how to claim back money from your energy supplier.
5. Keep Records
Always keep copies of all communications and documents related to your claim. This can be crucial if you need to escalate your complaint or prove your case later.
By following these steps and being aware of your rights under UK energy regulations, you can make sure you receive any money owed to you by your previous supplier.
What to Do If You Still Have Trouble Paying Energy Bills
If you’re having trouble paying your current energy bills – even if you’re waiting for a refund or credit from a previous supplier – it’s important to take action straight away. Energy debt can build up quickly, and missing payments may lead to further charges or even disconnection in serious cases. Here’s what you can do if you’re struggling to keep up with your gas or electricity bills:
Speak to Your Current Supplier
Contact your energy supplier as soon as possible to explain your situation. Under UK regulations, suppliers must work with you to agree on a payment plan you can afford. This could mean spreading payments over a longer period or adjusting your direct debit. Suppliers are required to consider your ability to pay, as set out by Ofgem’s rules, and cannot disconnect you without following strict procedures.
Check If You Qualify for Support
There are several government schemes and benefits designed to help with energy costs, especially during the winter months or if you’re on a low income. These include:
Warm Home Discount Scheme: A one-off discount on your electricity bill if you meet certain criteria.
Winter Fuel Payment: An annual payment for older people to help with heating costs.
Cold Weather Payment: Extra payments during periods of very cold weather if you receive certain benefits.
Your supplier can tell you if you’re eligible, or you can check with the Department for Work and Pensions.
Get Independent Advice
If you’re unsure of your options or need help negotiating with your supplier, free and impartial advice is available. Charities and organisations such as Citizens Advice can help you understand your rights and support you in setting up affordable payment plans.
What If You’re Owed Money by a Previous Supplier?
If you believe your old supplier owes you money, don’t wait for this refund before dealing with your current bills. It can take time to resolve old accounts. In the meantime, focus on managing your current payments to avoid further debt.
Find More Support
If you need more detailed guidance or tailored help, visit our page on support for struggling to pay your energy bills. Here, you’ll find practical steps, information about grants, and advice on what to do if you’re at risk of disconnection.
Taking action early can make a big difference. Remember, you have rights under UK law to fair treatment and support from your energy supplier if you’re struggling to pay.
Tips to Avoid Future Issues and Save Money on Energy
Choosing the right energy tariff is one of the best ways to avoid future credit issues with your supplier. When you select a tariff that matches your usage and payment preferences, you’re less likely to build up unnecessary credit or fall behind on payments. Take time to compare different plans and understand their terms – some tariffs offer fixed rates, while others are variable, which can affect your bills and any potential refunds. For more guidance on making informed decisions, see our advice on choosing your energy tariff.
Saving energy at home not only helps the environment but also reduces your bills and the risk of overpaying. Small changes – like switching off unused appliances, using energy-efficient bulbs, and improving insulation – can make a noticeable difference. For step-by-step advice, explore these simple ways to save energy and learn how to save energy at home. These practical tips can help you keep your account in balance and avoid building up unexpected credit.
Understanding your rights as an energy customer is crucial for avoiding overpayments and protecting yourself from fraud. UK energy suppliers are regulated by Ofgem, which sets out rules on billing, refunds, and fair treatment. For example, suppliers must refund any credit left on your account within six weeks of your final bill. If you believe you are owed money, you have the right to contact your previous supplier and request a refund. For detailed guidance on this process and your consumer rights, visit Ofgem.
By staying informed, regularly reviewing your bills, and knowing your rights, you can avoid common pitfalls and make sure you never miss out on money owed to you by energy suppliers.
