Frequently Asked Questions

My supplier

Has put up my direct debit, but I'm on fixed deal. Why?

In a fixed deal it is the amount of you pay per day (the standing charge) and per unit of gas and electricity (the unit rate in kWh) that is fixed, not the direct debit. This means that if you use more or less than the supplier thought you would they will adjust your direct debit accordingly.

If a supplier has put up your direct debit and you think it's unfair, we suggest that you give them a meter reading and ask them to recalculate your latest bill and direct debit based on that. Sometimes suppliers use estimates for your usage, which don't reflect how much your using, leading to higher direct debits. We suggest you give your supplier a meter reading at least every quarter to ensure that this doesn't happen.

If you've done that and you've switched to one of our deals and you're still not happy, press the "Contact Us" button below and select "Supplier problem" in the "Help Topic" section and we'll see what we can do to help.

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