Ofgem is urging energy customers to see if they’re owed a share of £240 million in unclaimed credit.
The regulator says 1.9 million closed accounts still have credit in them that needs to be returned, which could be worth more than £100 per household.
More than 90% of closed account balances are returned automatically, when someone changes supplier or moves homes, according to trade body Energy UK.
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However, this isn’t always possible if suppliers don’t have the customer’s new contact details or address.
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A customer might also have cancelled the direct debit for their energy bills meaning the supplier no longer has their bank details to credit their account.
Energy customers who have moved home in the last five years are being urged to check letters and emails for final bills and contact their supplier if they think they’re owed cash. They can also log in to their old energy accounts.
Tim Jarvis, director general for retail at Ofgem, said: “Moving house requires a lot of life admin – and it’s understandable that some things will be missed.
“But with almost 2 million closed accounts currently in credit, the message is clear – if you’ve moved in the last five years, reach out to your old supplier, provide them with the correct information, and you could be due a refund.”
Under Ofgem rules, suppliers have to issue a final bill within six weeks of an energy account being closed, and any refund within 10 working days of this.
However, missing customer details means energy firms can’t always do this and credit can be left sitting in accounts.
Alastair Douglas, chief executive officer of TotallyMoney, said: “You’ll just need to contact your old supplier with your details and the correct information, and they’ll be able to check your old account – an address should be enough if you don’t have your old bills.
“If they do owe you money, they’re required to pay you back – no matter how long ago the account was closed.
“Although some people might just be owed a few pounds, others could be due more than £100 – which could come in useful during the winter months when energy usage and bills are higher.”
Below are web links to the major suppliers’ customer services information:
British Gas - https://www.britishgas.co.uk/help-and-support/contact-us
Octopus Energy - https://octopus.energy/contact-us/
E.ON Next - https://www.eonenergy.com/contact.html
Ovo Energy - https://www.ovoenergy.com/help
EDF Energy - https://www.edfenergy.com/help-support/contact-us
ScottishPower - https://www.scottishpower.co.uk/contact
For more information on how to keep the cost of your energy down, read our guide to 14 ways to save on your energy bill.
