Reclaim credit left on a closed energy account
When you switch energy supplier or move house, you often leave the account in credit, especially if you paid by fixed monthly direct debit. Your old supplier should send a final bill and refund any leftover balance automatically. Often it doesn't. Ofgem found around £240 million sitting in closed accounts, and is pushing suppliers to return it. You're entitled to that money no matter how long ago the account closed. There's no time limit on asking for your own credit back.
Skip the writing, get your claim in 15 seconds.
We'll draft a firm, ready-to-send demand tailored to your situation. Free.
Build my claim →Want a number first? Check the Ofgem deadlines and £40 payments your energy supplier owes, or see every provider's 2026 price rise and who can leave free.
Your rights
Under Ofgem's rules, your supplier must issue a final bill within six weeks of your account closing. They must then refund any credit within 10 working days of that final bill. These are Guaranteed Standards of Performance deadlines. You can ask for a refund of your credit at any time, and the supplier must pay it promptly unless it has reasonable grounds not to. Suppliers also operate under Ofgem's standards of conduct, which require them to treat you fairly and make it easy to get money you're owed. If the supplier breaches a Guaranteed Standard of Performance, for example by missing the 10-working-day refund deadline, you may be owed automatic compensation, typically £40.
Step by step
- 1Gather what you can: the old supplier's name, the address the account was for, the account number if you have it, the date you switched or moved, and your final meter readings.
- 2Contact the old supplier by phone or email, or log into the old online account if it still works. Ask them to confirm the closing balance and refund any credit to you. If you've moved bank, give them updated details. Be prepared to provide recent meter readings if requested, unless your smart meter can be read remotely.
- 3If you don't know who the supplier was, ask the current supplier at that address, or use Ofgem's guidance on tracing old accounts to identify them, then make the request.
- 4If the supplier drags its feet beyond the six-week final bill and 10-working-day refund windows, complain in writing. After eight weeks or if you receive a deadlock letter, escalate free to the Energy Ombudsman, which can order the refund plus compensation, including the £40 for missed deadlines.
What they'll say, and your comeback
“The account is closed, so there's nothing we can do.”
Comeback, A closed account doesn't extinguish my credit. Ofgem rules require you to refund any balance promptly when asked. Please confirm the closing balance and process the refund.
“We refunded it automatically, you should have received it.”
Comeback, I haven't received anything. Please tell me the date, amount, and method of the refund. Suppliers typically refund to the Direct Debit bank account or by cheque. If it was sent to an old account or address, you'll need to reissue it to my current details.
“It's been too long, the claim has expired.”
Comeback, There's no time limit on reclaiming my own credit balance. The money is mine regardless of how long ago the account closed. Please process it.
What actually happens
Ofgem estimates around £240 million is sitting in 1.9 million closed energy accounts. Many suppliers, like British Gas, state they automatically refund credit after the final bill, usually to the Direct Debit bank account. However, this often fails if bank details change or the account is old. Ofgem advises people who moved in the last five years to check old accounts. The first step of contacting the supplier directly is usually effective, often resulting in a refund within 5-8 working days if sent to a bank account. If the supplier misses the 10-working-day refund deadline, you are entitled to £40 compensation, which can be claimed alongside the refund through a formal complaint or the Energy Ombudsman.
FAQ
What if my old supplier has gone bust or been taken over?
Your account and any credit transfer to the supplier that took over (Ofgem appoints one through its Supplier of Last Resort process). Contact that supplier with your old account details and ask them to trace the balance and refund it.
How long should the refund take?
Your supplier must issue a final bill within six weeks of the account closing and refund any credit within 10 working days of that bill. If it misses those windows, complain. You may be due £40 compensation for the delay. Once processed, bank refunds usually take 5-8 working days, while cheques can take longer due to processing and postage.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-15.