Energy Direct Debit too high? How to get it reduced and your credit refunded

Great Britain · Rules checked 24 October 2026 · Not legal advice

The rules

• SLC 27.14: the supplier must explain, in clear and plain language, how your fixed Direct Debit amount (and any change to it) was worked out.
• SLC 27.15: the amount must be based on the best and most current information available, including a reasonable estimate of how much energy you'll use.
• SLC 27.16: if credit has built up and you ask for it back, the supplier must refund it in a timely way, unless it's fair and reasonable not to. If it refuses, it must tell you why.

How to challenge an increase

1. Send current meter readings, with photos.
2. Work out your actual use over the last year from your bills or app.
3. Ask for the calculation behind the new figure, and a review.
4. If it isn't reasonable, make a formal complaint.

Getting credit back

It's common to leave some credit before winter, when you use more, but you don't have to. If you're leaving the supplier, credit must be refunded within 10 working days of your final bill, or it owes you £40 (details).

If your Direct Debit was set too low for a long time, see back-billing and low Direct Debits.