Energy Credit Refund Request Letter Template & Generator

If you need to demand return of credit balance held by energy supplier, a written letter is the recommended first step — it creates a clear record and shows you're pursuing the matter formally. Below is what a strong energy credit refund request should include, plus a free tool to generate yours.

What this letter needs to cover

• State the amount of credit held
• Reference Ofgem's requirement to refund credit within 10 working days of request
• Request immediate refund to the original payment method
• Note right to complain to Energy Ombudsman if refund is not made within the required timeframe

Why energy suppliers sometimes hold on to credit

If your direct debit payments have consistently exceeded your actual usage, you can build up a credit balance with your energy supplier — and you're entitled to request this back rather than leaving it sitting with them indefinitely. Suppliers sometimes hold onto surplus credit as a buffer for winter usage, but a reasonable, growing credit balance with no clear justification is something you can challenge.

What to include before you send it

• Your account number and the current credit balance shown
• A request for the credit to be refunded, or for your direct debit to be reduced going forward
• Reference to your actual usage pattern if the credit seems disproportionate
• A reasonable deadline for a response

What a reasonable credit balance looks like

Ofgem guidance suggests suppliers should generally not hold excessive credit without good reason — a modest buffer to smooth seasonal usage is normal, but a large and growing balance with no clear justification is something you're entitled to query and request back.

Frequently Asked Questions

What if my supplier refuses to refund the credit?
You can escalate through their formal complaints process, and if unresolved after 8 weeks, refer the matter to the Energy Ombudsman.

Should I also ask for my direct debit to be reduced?
Yes, if the credit keeps building up, it's worth asking for your ongoing payments to be reviewed and reduced to match your actual usage, not just refunding the existing balance.

See our full letter template & generator library for related letters, or use our free checkers for guidance specific to your situation.