Direct Debit explained

Direct Debits help spread the cost of your energy by splitting it into regular payments. And we can set you up in 3 easy steps.

  1. If you’re a new customer and don’t have any bills from your old supplier, we’ll ask you a few questions, like:
    • How big your house is
    • How many people live there
    • How you heat your home (gas or electricity)
  2. We’ll estimate how much energy you’ll use over the next year and divide the cost by 12 to get your monthly Direct Debit amount.
  3. Once you’ve been with us a while, we can check to make sure your payments cover your usage.

You get an annual statement too, so you can see how much energy you’ve used and what you’re likely to spend in the next year.

Want to help make sure your payments are more accurate? Just send us regular meter readings.

Videos

Want to know more about how Direct Debit works? Check out our handy videos. And if you’ve got any questions, just visit our FAQs section or give us a call.

How Does Monthly Direct Debit Work? open/close

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Paying for your npower gas and electricity by monthly Direct Debit can make life easier. You'll be spreading your payments evenly over the course of a year and this can help you manage your outgoings and budget for bills. If you’re a new customer, we’ll establish your monthly direct debit amount by estimating your annual energy usage based on the bills you received from your previous energy supplier, or the type of house you live in and the size of your family. We’ll regularly review your direct debit amount and get meter readings from you to make sure you’re not over- or under-paying.

Why has my monthly Direct Debit changed? open/close

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Paying by Direct Debit is an easy way to manage your npower energy bills. The amount of your monthly Direct Debit is based on the amount of gas and electricity that we estimate you use and sometimes we may adjust your Direct Debit amount to more accurately reflect your real energy consumption. We review your account every six months, around the time that we get a meter reading from you. If you’ve built up too much credit (because you’ve been using less energy than we estimated) or debit (because you’ve been using more than expected) you’ll get a statement from us that says that your monthly Direct Debit has changed.

I’m in credit, so why have my payments increased? open/close

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To help make sure your npower Direct Debit gas and electricity payments are spread evenly over the course of a year, we’ll review your account every six months. Following a review, you may find that while your account is in credit, your monthly Direct Debit amount has increased. This could be because we expect your energy costs to rise over the coming 12 months because you’re using more energy than we originally estimated or you might be moving to a new, higher tariff. Any credit in your account simply might not be enough to cover these new costs and so your Direct Debit amount goes up.

Can I receive a refund if my account is in credit?open/close

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Paying your npower gas and electricity bills by Direct Debit means that your energy costs are the same every month, making budgeting easier. However, while your bills might be predictable, your actual energy usage will always fluctuate. You’ll probably use less in the summer and more in the winter. That’s why we take accurate meter readings and review your account twice a year. We want to make sure that your estimated energy usage reflects your real energy usage over the whole year. If, at your annual review, you have an account credit of less than £5 on either gas or electricity, we’ll keep that money in your account and use it to pay for your bigger, winter energy bills. If your credit is more than £5 we’ll automatically refund it back to your bank account.

Set up a Direct Debit online

Our Direct Debit Guarantee

All your payments are backed by the Direct Debit Guarantee. So if your payment amount or date changes, we’ll let you know at least 10 working days before it’s due to be taken. And if there’s ever a mistake with your payments, you’re guaranteed a full refund straightaway.

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 £5. 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 £5 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.