The type of insolvency you have been granted (Bankruptcy, IVA, Debt Relief Order, Trust Deed, Sequestration etc.)ĭetails of any insolvency practitioner helping you When you get in touch, please make sure you have the following details to hand (where applicable): It's really important that you contact us as soon as possible so we can discuss suitable payment options and help you avoid additional charges. We understand that going through any form of insolvency can be a stressful time, and our Insolvency Team is here to help. You can find out more on the Relay UK website. Speech or hearing impaired customers can also put 18001 in front of our phone number to use text relay at no extra cost.
Your final bill is in the name of the occupier, please call us to provide your details and we can talk to you about arranging a refund – make sure you have to hand any meter readings taken when your account was closed. Your final bill is estimated, and we don’t have any actual readings in the last 6 months, we won’t be able to refund the credit shown until you provide your final readings so we can validate your final balance. We may not always be able to refund within 10 working days and you'll need to contact us on 08 if: Please make sure you’ve told us about any changes to your bank account details and given us your forwarding address (if applicable) in case we need to send you a cheque. When there's a credit on your final bill, we’ll aim to refund the balance within 10 working days, either to your bank account or by cheque, depending on how you usually pay your bills. For example, should we receive a new meter reading which is lower than the estimated value on your past 2 bills, we may need to reverse your billing to ensure you are charged the correct amount.Īny credit or debit due will then be applied to your overall bill or statement. Please note on some occasions, we may have to reverse more than one bill or statement to correct an account's history. This will appear as extra line items on your bill, but it doesn’t mean you are being charged twice. We’ll then ‘charge’ the new correct amount, which is just the same as calculating the difference. If this happens, we’ll correct it on your next bill or statement by ‘reversing’ (or cancelling and refunding) the whole amount of the incorrect bill or statement. The meter reading that was submitted and used to calculate your bill was incorrect. We calculated your bill using an estimated reading, but later received an actual reading that was lower. A reversal takes place when you were previously issued a bill or statement for the wrong amount.