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Request a refund

If you’ve built up credit on your account, you can request a refund.

Refund request

To help us process your request, please make sure:

  • Your latest bill was based on an actual meter reading – if it was an estimated bill, please include a meter reading below so we can accurately calculate your account balance
  • You request the refund to a bank account that’s held in the same name(s) as your gas account – this is for security reasons

    • How to find your meter reading on your bill

    You can see whether your meter reading is actual or estimated by looking at ‘Read Type’ at the top of Page 2 of your bill.

    Estimated_Read_on_Bill

    Help & support

    Why is my account in credit?

    If you pay by Direct Debit, your payments are spread out evenly over the year. This means you might build up credit on your account in the summer, when you use less gas. The credit then tends to get used up across the winter, as your gas usage increases. 

    Why do you need a meter reading?

    We need an up-to-date meter reading to understand your gas usage and work out your accurate account balance. This helps ensure we make the correct refund. 

    Why will you only refund to a bank/building society account with the same name(s) as the gas account?

    To enable us to issue your refund securely and prevent fraud, we require the bank account to be in the same name(s) as those shown on your gas account. If you need a refund to a different account, please contact us. 

    How long does it take to get a refund?

    Refunds are processed within 10 working days, after all necessary checks are completed.