Energy Credit Refund Request Letter: Free Template and What to Include

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.

What this letter needs to cover

• State the amount of credit held
• Reference Ofgem's position that you can ask for a refund of your credit balance at any time and it must be refunded in a timely manner
• 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.

[Your Name]
[Your Address]
[Your Postcode]
[Your Phone Number]
[Your Email Address]
[Energy Supplier]
[Customer Services Address]
[Postcode]
[Date]

Dear Customer Services,

Subject: Refund of credit balance – account [Account Number]

My statement dated [Date] shows my account is £[amount] in credit. I am asking for this to be refunded.

Ofgem's position is that I can ask for a refund of my credit balance at any time, and it must be refunded in a timely manner.

My meter readings today ([Date]):
• Gas: [reading]
• Electricity: [reading]

Please refund the credit to my original payment method now. If you think my Direct Debit should change, please send me your forecast before changing it.

If the refund is not made within the required time, I will complain to the Energy Ombudsman.

Yours sincerely,

[Your Signature]
[Your Printed Name]