Big Energy Credit Claim Back: Scottish Power

What is the Big Energy Credit Claim Back?

The Big Energy Credit Claim Back is a campaign that 38 Degrees is running in partnership with the Warm This Winter coalition, of which we are a member, to help households reclaim their unused energy credit from energy suppliers.

If you have additional questions, get in touch at info@warmthiswinter.org.uk 

The more of us who claim back, the more we’ll show energy companies that we won’t put up with them hoarding our cash during this cost of living crisis!

How does it work?

If you pay your energy bills by direct debit, you can claim back any credit you may have overpaid throughout the previous year.

Different companies have different ways to do this, so Warm this Winter has done the research and compiled individual steps for each company – but all of them require you to have up-to-date meter readings. Most also offer assistance if you need help with the process.

Whoever your energy supplier is, the following important warnings must be understood in all cases:

• Do not cancel your direct debit. This may result in the price you pay for your energy going up.
• By taking back the credit you are owed, this may increase your direct debits going forward as many suppliers create an excess buffer, but you will be able to get that back if you are in credit after next winter.
• There is also a danger that if you haven’t supplied regular meter readings that you may not be in credit and could end up owing your supplier more money.

Ofgem, the industry regulator, says that energy companies must give you back the credit you’re owed within two weeks.

How can customers contact Scottish Power about claiming back their credit?

Customers can get in touch with Scottish Power to claim back their credit online and via phone.

How long does it take for an average customer to complete the process?

Scottish Power did not provide this information, but we’d love to hear from you about what your experience of trying to claim back your credit was like. Look out for our next email with a short survey to share your experience!

Is there anything customers need to do before starting the process?

Customers need to be billed with actual readings so if they do not have a smart meter, they should log an up to date meter reading the day before.

What information do customers need to have on hand?

Usual security information/account logins and refunds will be issued as long as the following conditions are met.

1. You are billed within the last 28 days. 
2. You are billed to actual readings. 
3. Your account balance is in Credit.

What are the steps to claim back credit?

1. Customers need to update meter readings either online or by calling 0800 027 8000 to ensure up to date billings
2. Request a refund through the online tool (https://www.scottishpower.co.uk/refund-online) or by calling 0345 270 0700. 
3. Refunds will be processed via BACS payment within 10 working days of confirmation.

What is the timeframe to get credit back?

Within 10 working days of confirmation – paid via BACS payment

What services are available to help people who may not be able to use the outlined procedure?

Scottish Power has a Priority Services Register available for customers who need different support options: the visually impaired, hearing impaired, those with limited technology access or skills, those with illness, those whose first language isn’t English, and those with other needs – they can apply online (www.scottishpower.co.uk/psr) or on the phone on 0345 270 0700 (Monday to Friday 9am until 5pm).

What is the process for bereaved families for claiming back credit from deceased relatives?

Scottish Power have a bereavement team who can be contacted Monday to Friday 9am to 5pm by livechat or phone (0800 074 1986). They also have a Bereavement Notification Form available here (https://www.scottishpower.co.uk/support-centre/bereavement) which can be emailed to them (contactus@scottishpower.com). 

They ask for the following information to be included so they can close the account and issue refunds to the estate.

• Your relationship to the account holder 
• Account holder details (ScottishPower account number or address) 
• The date the person passed away 
• A contact phone number for you 
• Up-to-date meter readings for the property 
• Who will now be responsible for the energy bills going forward 
• Address where correspondences should be sent to

How can I share this with others?

The more of us who claim back, the more we’ll show energy companies that we won’t put up with them hoarding our cash during this cost of living crisis! Click here to sign and share this action with your friends and family to force energy companies to take notice.