Why haven't I received my refund from my old supplier?

← Back to Help centre

Sometimes suppliers can be slow to refund credit balances, so it's always worth getting in touch with them if you don't see this in about 10 days after your switch is completed. If we have a relationship with the provider, or named authority on your account, we can chase the refund on your behalf.

Bear in mind that if your supplier has estimated your meter readings for a while, the meter readings you submit during the switch might result in a large revision of how much you owe — you might not have a credit balance left after the correct amount has been taken to bring your account up to date.