Direct Debit explained
Here are some handy video guides to how our monthly Direct Debit works. It is designed to answer any questions you may have about your chosen payment method.
Set up a Direct Debit
There's a reason why so many of our customers choose to pay for their energy by Direct Debit, it's because it's simple, secure and rewarding.
Our Direct Debit Guarantee for peace of mind
All Direct Debit payments are backed by the Direct Debit Guarantee, which means you can pay with complete confidence, knowing you're in safe hands. This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits. Under the Direct Debit Guarantee, if the amount or date you pay changes, we'll let you know at least 10 working days before we take the payment from your account. What's more, if npower, your bank or building society makes a mistake with your payment, you're guaranteed a full and immediate refund.
Terms and Conditions
Meter read reminders: We’ll use the reading(s) you supply to produce your next bill whenever it is possible to do so. There may be some circumstances when it is not possible to use your meter readings and in this case we will estimate your consumption. Our agents will still require access to your meter to take readings and for safety checks. The meter reads you supply will be in addition to our own meter reads and will be used to provide the most up-to-date view on your statement.
Under the Direct Debit Guarantee, if the amount you pay or the payment date changes, we will let you know 10 working days before we debit your account, or on another agreed date. If npower, your bank or building society makes a mistake with your payment, you're also guaranteed a full and immediate refund from your branch of the amount paid. This information has been sourced from BACS.
Automatic refund: Given on credit balances at time of annual review based on actual reading (which may be a customer's own reading supplied to us) and where the credit is over £60. If you take both fuels from npower, we'll use any credit on one fuel account to clear a debt on the other fuel before any refund will be made. Credits of less than £60 will be refunded on request but this could affect future monthly direct debit amounts. If your credit is less than the automatic refund amount, it will be used to offset ongoing payments.