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Energy Direct Debit Too High
Credit can build up on your energy account if you pay a fixed direct debit while your use changes, or if your supplier overestimates because it has no accurate meter readings. You can ask for a refund of credit at any time, and suppliers must refund promptly unless they have reasonable grounds not to.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Direct Debits and Credit
Why Credit Builds Up
You may be in credit if you pay a fixed direct debit while your energy use changes, or your supplier overestimates bills without regular, accurate meter readings. source
Getting It Back
You can ask your supplier to refund you at any time; suppliers must do so promptly unless they have reasonable grounds not to. Suppliers typically review accounts yearly and may refund automatically. Think about winter costs before asking. If unhappy, make a complaint. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksEnergy complaint to the Energy OmbudsmanAfter 8 weeks with no resolution, or on receiving a deadlock letter
Steps to Take
Step 1 of 5
Give your supplier an up-to-date meter reading.
Step 2 of 5
Ask it to review your direct debit.
Step 3 of 5
Ask for a refund of any credit you do not need.
Step 4 of 5
Complain if it refuses without a good reason.
Step 5 of 5
After 8 weeks, go to the Energy Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Energy Supplier's Complaints Team
Always start here, in writing.
Energy Ombudsman
After 8 weeks with no resolution, or when you get a deadlock letter.
Good to Know
Small things that make your complaint stronger.
A smart meter sending readings helps keep direct debits accurate.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofgem.gov.uk/are-you-owed-money-your-energy-bill Checked 13 October 2026
- energyombudsman.org/advice-for-consumers/what-is-back-billing Checked 12 October 2026