How to get a refund from So Energy
If you have a credit balance on your So Energy account, that's your money, and you have a right to get it back. Energy suppliers sometimes hold onto overpayments, but you don't have to let them. This guide will help you reclaim what's yours.
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 regulations, energy suppliers like So Energy must refund any credit balance on your account. For active accounts, refunds should be processed promptly. So Energy may require an up-to-date meter reading and might review your Direct Debit amount before processing a refund. They also state they need to retain a minimum payment amount: one month's payment for Seasonal Direct Debits, one month's payment in summer (March, August) for Equal Direct Debits, and two months' payment in colder months (September, February) for Equal Direct Debits. If you have closed your account, Ofgem's Guaranteed Standards of Performance require suppliers to issue a final bill within six weeks of your switch and refund any credit within 10 working days of that bill. The Direct Debit Guarantee also protects you against incorrect payments, allowing you to claim a full and immediate refund from your bank for any erroneous payments.
Step by step
- 1Check your So Energy account online or on a recent bill to confirm your credit balance. Make a note of the exact amount.
- 2Contact So Energy directly to request your refund. Provide an up-to-date meter reading. You can do this via phone, email, or their online chat. Clearly state the amount you believe you are owed and ask for it to be returned to your bank account.
- 3If So Energy delays or refuses your refund, escalate your complaint through their formal complaints procedure. Keep a record of all communications, including dates, times, and names of people you speak with. So Energy must try to resolve your complaint within eight weeks.
- 4If your complaint remains unresolved after eight weeks, or if you receive a 'deadlock letter' sooner, you can take your case to the Energy Ombudsman. You must escalate a deadlock dispute within 12 months of receiving the letter. The Ombudsman will inform you of its decision within six weeks. If you accept their decision, So Energy has 28 days to implement the remedy.
What they'll say, and your comeback
“We need a recent meter reading to process your refund.”
Comeback, I have provided an up-to-date meter reading. My credit balance is clear, and I am requesting a refund based on that.
“We need to retain a minimum payment amount on your account.”
Comeback, I understand your policy for retaining one month's payment for Seasonal Direct Debits, or one to two months' payment for Equal Direct Debits. I am requesting a refund of any credit balance above that amount, as per Ofgem's requirements for prompt refunds.
“Refunds can take X weeks to process.”
Comeback, Ofgem requires refunds to be processed promptly. For closed accounts, this means within 10 working days of the final bill. What is the exact reason for this delay, and what is the absolute latest I can expect my money?
What actually happens
Many customers find themselves with credit balances, often ranging from tens to hundreds of pounds, especially after a period of lower energy usage or over-estimated bills. The quickest way to get your money back is usually through the initial contact with So Energy, especially if you provide a current meter reading. For closed accounts, the refund should arrive within 10-14 days of the final bill. If you face resistance, escalating internally often resolves the issue within a few weeks. Taking a case to the Energy Ombudsman is a last resort, typically for larger, more complex disputes, and can add several months to the process, with a decision taking up to six weeks and implementation another 28 days. Most straightforward refunds are processed before reaching the Ombudsman stage.
FAQ
How long should a refund from So Energy take?
For active accounts, Ofgem rules state refunds should be 'prompt'. For closed accounts, suppliers must refund credit within 10 working days of the final bill. So Energy states that for closed accounts, refunds typically reach the Direct Debit account within 14 days of the final bill being generated.
What if I've switched away from So Energy?
So Energy is still obligated to refund any credit balance from your old account. Ofgem requires suppliers to issue a final bill within six weeks of a switch and refund credit within 10 working days of that bill. So Energy states that refunds for closed accounts usually reach the Direct Debit account within 14 days. Do not cancel your Direct Debit before the refund is processed.
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 2026-10-03.