Introduction
Have you recently switched energy suppliers or moved homes? If so, you might be owed money from your previous energy supplier. Understanding your rights and how to claim any credit on your account can be confusing, but this guide will help you navigate the process. From knowing what to do if your supplier goes bust to claiming your refund, we’ve got you covered. If you need additional support, you can also complain to the energy ombudsman, a free and independent organisation that may be able to help.
If you’ve recently switched energy suppliers or moved to a new home, it’s important to check if your previous energy supplier owes you any money. When you leave a supplier, they should send you a final bill that outlines whether you have credit on your account or if you owe them money.
Understanding Credit
Credit means that you’ve paid your supplier in advance for energy that you didn’t end up using. If your account is in credit, you may be eligible for a refund.
What to Do if Your Supplier Goes Out of Business
If your energy supplier goes bust while you have credit on your account, don’t worry! Your money is generally protected, except for small business customers. Your new energy supplier will inform you about how you can get your money back. For more details, check out our advice on what to do if your energy supplier goes bust.
Haven’t Received Your Final Bill?
You should receive your final bill within six weeks of switching suppliers or moving. If you haven’t received it, reach out to your supplier and request a copy. If they take longer than six weeks to send your bill, you are entitled to £30 in compensation. If this compensation isn’t paid within ten working days, you’ll receive another £30.
How to Find Out if You’re Owed Money
If you haven’t received your final bill, you can still find out if your old supplier owes you money. Here’s how:
- Contact Your Old Supplier: Call them or visit their website. Have your old account number handy. If you can’t find it, simply provide your old address, and they should help you locate your account.
- If You Don’t Remember Your Supplier:
- Check your old bank statements for payments.
- Ask your current supplier to check the UK energy supplier database.
- Talk to your former landlord or flatmates if you were renting.
Claiming Your Refund
If you find out that you are owed money, you can request your refund through phone, online, or by mail. Your previous supplier is required to refund any leftover money within ten working days of sending your final bill. If they fail to do so, they owe you an additional £30 in compensation. If that compensation isn’t paid within ten working days, you’ll receive another £30.
You can also ask for any interest they earned on your money since you closed your account. While they should ideally repay this interest, they are not legally obligated to do so.
What to Do If You Encounter Problems
If your supplier doesn’t refund your money on time, you can seek advice from Contend’s legal expert chat. Their highly trained AI legal experts can provide guidance and help you understand and resolve your legal problems. Additionally, you can file a complaint with the energy ombudsman, an independent organization that can assist you. If the ombudsman takes on your case, you can expect a decision within six to eight weeks. If they rule in your favor, your supplier has 28 days to issue your refund.
Need More Help?
If you find yourself in need of further assistance, don’t hesitate to try Contend’s legal expert chat. Their trained AI experts can provide help and guidance tailored to your situation.
By staying informed and taking the right steps, you can ensure that you receive any money owed to you by your previous energy supplier.
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