How to Get a Refund from Scottish Power
If you have a credit balance on your Scottish Power account, you are entitled to get that money back. This often happens if your direct debits were too high, or you've switched suppliers with money still in your account. Don't let your money sit with them, reclaim what's yours.
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Your rights
Energy suppliers in the UK, including Scottish Power, are regulated by Ofgem. Under Ofgem's Supply Licence Conditions, suppliers must take all reasonable steps to refund credit balances to domestic customers promptly. If your overpayment was due to an incorrect Direct Debit, you are also protected by the Direct Debit Guarantee, which allows you to claim a full and immediate refund from your bank.
Step by step
- 1Check your Scottish Power account balance online, via their app, or on your latest statement. Confirm you have a credit balance.
- 2Contact Scottish Power directly. Use their online chat, phone line, or email to clearly state you wish to have your credit balance refunded to your bank account. Scottish Power advises providing an up-to-date meter reading when requesting a refund.
- 3If they refuse or delay, escalate your request by making a formal complaint through Scottish Power's internal complaints procedure. Keep a record of all communications.
- 4If Scottish Power does not resolve your complaint to your satisfaction within eight weeks, or sends you a deadlock letter, you can take your case to the Energy Ombudsman for an independent review. You must contact the Energy Ombudsman within 12 months of receiving Scottish Power's final offer letter.
What they'll say, and your comeback
“We need an up-to-date meter reading before we can process a refund.”
Comeback, While a meter reading helps ensure accuracy, Ofgem rules state you are entitled to a prompt refund of your credit balance. Please process the refund based on my current balance, and I will provide a meter reading if absolutely necessary.
“We will apply the credit to your future bills.”
Comeback, I understand Scottish Power may automatically refund credit at annual review if it's over £75 for monthly customers, or over £5 for quarterly customers. However, I prefer to have my credit balance refunded to my bank account now, as is my right under Ofgem's Supply Licence Conditions.
“Your credit balance isn't large enough for a refund.”
Comeback, While Scottish Power has thresholds for automatic refunds, there is no minimum credit balance requirement under Ofgem regulations for me to request a refund. I am entitled to all of my credit back. Please process the full amount.
What actually happens
In practice, getting a refund from Scottish Power often depends on your account status and the amount. For active accounts, Scottish Power advises providing a recent meter reading and ensures the account has been billed within 28 days. Automatic refunds occur at annual review for monthly customers with over £75 credit, or quarterly customers with over £5. If you're moving out, credit on your final bill is typically refunded by BACS within 5 working days if you have an active Direct Debit, or by cheque within 10 days. While some refunds are automatic, many customers need to actively request their money back. Most straightforward refunds are resolved at the initial contact stage. If not, escalating to a formal complaint might take up to eight weeks, with the Energy Ombudsman as a final step for unresolved cases.
FAQ
How long does a Scottish Power refund usually take?
For active accounts, Scottish Power should process your refund promptly. If you are closing your account, Scottish Power automatically pays credit on a final bill by BACS within 5 working days if you are a Direct Debit customer with active bank details, or by cheque within 10 working days if they do not hold active bank details or you are not a Direct Debit customer.
What if Scottish Power refuses to give me a refund?
If they refuse or fail to act, make a formal complaint. If their final response is unsatisfactory or you don't receive one within eight weeks, or receive a deadlock letter, escalate your case to the Energy Ombudsman for an independent decision. You must contact the Energy Ombudsman within 12 months of receiving Scottish Power's final offer letter.
What conditions must be met for a refund on an active account?
Scottish Power states that for an active account, a refund can be issued when the account has been billed within the last 28 days, billed using actual meter readings, and is in credit. Direct Debit payments received in the previous 5 working days are excluded from the refund amount.
What happens to credit when I move out or close my account?
Scottish Power aims to send your final bill within 14 days of moving out, though it can take up to 6 weeks. If you are a Direct Debit customer with active bank details, any credit on your final bill will be automatically refunded by BACS within 5 working days of the bill date. If they do not hold active bank details or you are not a Direct Debit customer, a cheque will be sent within 10 working days. Keeping your Direct Debit active after moving out can help ensure a smooth refund.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-03.