Direct Debit explained
Fixed Direct Debits
Fixed Direct Debits help spread the cost of your energy by splitting it into regular payments. If you’re a new customer and don’t have any bills from your old supplier, 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.
Once you’ve been with us a while, we can check to make sure your payments cover your usage.
Want to help make sure your payments are more accurate? Just send us regular meter readings, or register your interest to have a Smart meter fitted.
How does fixed Direct Debit work?
Paying for your energy by fixed Direct Debit means you can spread your payments evenly over the year. This can help you better look after your finances.
If you’re a new customer, we’ll start by estimating your usage based on what you paid to your previous supplier, or what type of business you are. Then we’ll check you’re paying the right amount every 6 months, or when you send a meter reading through your online account.
Why has my Direct Debit changed?
Your Direct Debit amount is based on the amount of energy we think you’ll use throughout the year, and may change based on your usage. We review your account every 6 months and send you a statement. After this, we can check you’re paying the right amount when you send a meter reading through your online account. If you’re paying too much or too little for your costs, we may recommend changing your amount.
I'm in credit, so why have my payments increased?
To help make sure your payments are spread evenly to cover your costs, we reassess your Direct Debit every 6 months, or when you send a meter reading through your online account. We’ll then make recommendations based on your account status and, even if you’re in credit, we may suggest increasing your amount to cover the energy we think you’ll use. This credit may also be put towards getting you back on track.
Can I receive a refund if my account is in credit?
We review your account every 6 months, or when you send a meter reading through your online account. If you’re paying more than you need to cover your costs, we may suggest you take a refund when you’re in credit. Or, we may suggest you put this credit towards getting back on track – it will depend on your current and predicted usage.
You can apply for a refund any time you’re in credit though.
Direct Debit guarantee
This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
If there are any changes to the amount, date or frequency of your Direct Debit, npower will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request npower to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
If an error is made in the payment of your Direct Debit, by npower or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
If you receive a refund you are not entitled to, you must pay it back when npower asks you to.
You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
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 £25 or over. 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 £25 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.