Big Energy Credit Claim Back: EDF

What is the Big Energy Credit Claim Back?

The Big Energy Credit Claim Back is a campaign that the Warm This Winter coalition has launched alongside charities and partners like 38 Degrees to help households reclaim their unused energy credit from energy suppliers.

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

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 in which you can claim your credit back, so Warm this Winter has done the research and compiled the individual steps for each company.

One thing that all of them require is that you have up-to-date meter readings. Most also offer additional 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 of the 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 EDF about claiming back their credit?
Customers can get in touch with EDF to ask for their credit to be refunded both online and via phone.

How long does it take for an average customer to complete the process?
When a customer leaves EDF, final credit balances are refunded within 7-10 working days following the issuing of a final bill, provided they have all required information e.g.customers’ forwarding address. For current customers, EDF will process refund requests immediately provided the have an up-to-date meter reading, although it may take a few days to appear in the customer’s bank account.

Is there anything customers need to do before starting the process?
Customers will need to provide up-to-date meter readings.

What information do customers need to have on hand?
Customers need to provide up to date meter readings, and have their account details to hand.

What are the steps to claim back credit?
For existing EDF customers, meter readings can be provided through your EDF online account, via the EDF app or by phone or email. If your account is in credit and you would like a refund, contact EDF by phone or email to request the refund. Please note, if you pay by direct debit, any credit on your account will be used to calculate the amount you need to pay towards your ongoing usage, therefore refunding a credit may mean that your ongoing payments will need to be increased to ensure you don’t fall into debt.

When Customers leave EDF, any credit owed to them is automatically refunded after closing an account. Please make sure to provide accurate meter readings and a forwarding address if you are moving home.

What is the timeframe to get credit back?
7-10 working days.

What services are available to help people who may not be able to use the outlined procedure?
EDF offers a wide range of priority services to our vulnerable customers and those in need of Extra Support. EDF strongly recommends any customer with additional support needs lets them know so EDF can add them to our Priority Services register and provide them with information about the services they offer and tailor support to their individual needs. Some examples of extra support services EDF provides include but are not limited to braille bills & communications, foreign language support services, a range of communication channels, a dedicated Extra Support Team and a broad range of trusted third-party partners specialising in supporting vulnerable customers.

What’s the process for bereaved families for claiming back credit from deceased relatives?
If an account is credit and the family members wish to terminate the account, EDF requires a copy of a death certificate, alongside details of the family member or executors name and forwarding address for the refund to be sent to. If a family member is taking on responsibility of the account, EDF can transfer the account into their name.

Is there any other information relevant to customers about the process?
EDF will review the customers Direct Debit once every 3-6 months, up to 4 times a year. If there is a credit on the account this will be taken into consideration within the review and payments changed accordingly.

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.