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Direct Debit Too High

Direct Debit Too High


When entering into a business energy contract with a supplier, the fundamental conditions of the agreement are:

  • The customer should pay the supplier for the energy that they have used
  • The supplier has a legal obligation to ensure that their billing is as accurate as possible.

To facilitate accurate billing, it’s the customer’s responsibility to allow their supplier to obtain meter readings when necessary.

When billing a small business energy customer, suppliers will give their best estimate as to how much you should be paying for each billing period - and this estimate is based off data taken from past meter readings. However, by law your supplier only has an obligation to read your meter once every two years, which means estimates can often be off the mark – especially over the duration of a long term contract. This can sometimes result in your account becoming in credit as a result of frequently over paying on your energy bills.

If your account is in credit your supplier has a legal responsibility to refund this money to you. However, this does not have to be done automatically. The supplier can wait until an explicit request is made by the customer before refunding the credit. This is why it’s a good idea to stay on top of your business energy, and occasionally check that your direct debit is appropriate for the amount of energy you’re using.

If your direct debit is too high, it’s recommended that you provide your supplier with an up-to-date meter reading to get your billing back on track.

To find out how to take a meter reading, click the link.

Following a meter reading, your supplier will ensure that all future billing is accurate and in line with the new data that you have provided. This is why you should provide regular meter readings, to avoid inaccurate estimates, which could skew your billing.

If you wish to raise this issue with your supplier, you can use the relevant contact information below. Typically, the issue will be dealt with within two weeks.

Supplier Contact number Email Address
British gas business 0800 107 3457

British Gas PO Box 227 ROTHERHAM S98 1PD

EDF 0800 096 2255

EDF Energy Osprey House Osprey Road EXETER EX2 7WN

E.ON 0333 202 4586

Customer Service Centre, E.ON, PO Box 7750, Nottingham NG1 6WR

npower for business Electricity: 0845 166 3360 Gas: 0845 166 3320

npower Group Ltd PO Box 177 Houghton le Spring DH4 9AQ

Scottish Power Business 0800 040 7002

ScottishPower Customer Services, Cathcart Business Park, Spean Street, Glasgow, G44 4BE

SSE 0345 725 2526

ScottishPower Customer Services, Cathcart Business Park, Spean Street, Glasgow, G44 4BE

Opus Energy 0843 227 2377

Royal Pavilion, 2 Summerhouse Road, NN3 6BJ

DONG Energy 0800 0568 101

DONG Energy 5 Howick Place London SW1P 1WG

CNG 01423 502 554

CNG Ltd, 2 Victoria Avenue, Harrogate, North Yorkshire, HG1 1EL

Corona Energy 0800 804 8589

Edward Hyde Building 38 Clarendon Road Watford, WD17 1JW

Haven Power 01473 725 943

32 The Havens, Ransomes Europark, Ipswich, Suffolk IP3 9SJ

Dual Energy 01903 703 400

Dual Energy, Premium House, The Esplanade, Worthing BN11 2BJ

Gazprom 0845 230 0011

Gazprom Energy, 27 Quay Street, Manchester, M3 3GY

Extra Energy 08451 400 251

54 Hagley Road, Edgbaston, Birmingham, B16 8PE

Crown Gas & Power 0161 762 7744

Crown Gas & Power Bury New Road, Heap Bridge, Bury BL9 7HY, UK

However, if the issue persists beyond 8 weeks, then you are able to escalate your case to the Energy Ombudsman.


Phone: 0330 440 1624



Post: PO Box 966, Warrington, WA4 9DF