How do I get a refund of a credit balance on a business account?
Check your balance on a recent bill, then ask your supplier in writing to refund the credit, quoting your account number and the amount. Expect them to net off any debt and keep a small buffer, and escalate to the Energy Ombudsman if they stall.
A credit balance means you have paid more than you have used. It builds up from fixed direct debits set too high, overestimated bills or a bill that has been corrected downward. It is your money, but suppliers do not always hand it back unprompted.
Know what the rules are, and are not
We could not find an Ofgem rule that sets a deadline for refunding credit on a business account, so your contract and the supplier's terms are what count. Ask anyway; refunding credit on request is standard practice.
Step by step
- Confirm the balance. Look at the latest bill or online account. If your last bill was estimated, send a reading first, as the true balance may be higher. See correcting an estimated bill.
- Decide how much to claim. Leave a cushion for the next bills if you are on a fixed debit.
- Ask in writing (email or portal message). Give your account number, the credit shown and the amount you want back, plus your bank details if they ask.
- Set a deadline such as 14 days, and keep copies.
- Reduce the direct debit if the credit keeps growing.
Example: your account shows £1,240 in credit and your monthly usage is about £400. You could ask for £840 back and keep £400 as a buffer. If you want it all back, say so and ask for the debit to be recalculated.
Why they may hold some back
- You owe money on another meter or site under the same account.
- A final bill is still to come, if you are leaving.
- They suspect the credit is due to an error that will reverse.
Ask for these reasons in writing.
Closing an account or switching
When you leave, the old supplier issues a final bill and should settle any credit afterwards. Give them a forwarding address and bank details, and chase if nothing arrives. See closing a business energy account.
If they won't pay
Complain formally. If eight weeks pass without resolution, or you get a deadlock letter, the Energy Ombudsman can look at it if you are a micro or small business. Details are in our disputes guide.
Avoid building credit in the first place
If your credit keeps growing, your direct debit is too high or your bills are overestimated. Send readings, ask for the debit to be reviewed, and consider a variable payment. Credit is interest-free lending to the supplier, and if the supplier ever failed you would be waiting in a queue for your money back. See what if my supplier goes bust.
Next steps
Read more on business energy refunds and credits and check the VAT on your bill if you reclaim it; see reclaiming VAT on business energy.
Sources
General information only. Energy prices, rules and supplier terms change; check the latest position with your supplier, Ofgem or the Energy Ombudsman before you act.