While most account balances are automatically refunded, the energy regulator and trade body Energy UK are calling on consumers to revisit their past supplier relationships, particularly if they have moved in recent years. For many, it could mean a small financial windfall at a time when budgets are under strain.
Millions Left behind in Closed Accounts
According to Ofgem, energy suppliers are required to issue a final bill within six weeks of closing an account and process any refund within 10 working days. In practice, however, this system breaks down when contact information is outdated or incomplete. Tim Jarvis, Ofgem’s Director General for Retail, stated that while suppliers are generally compliant, “without the right contact details, they’re stuck.”
The issue primarily affects those who have relocated within the last five years, often without updating their details with their previous energy supplier. In these instances, the remaining balance, ranging from a few pounds to more than £100 in some cases, sits unclaimed. Energy UK says that over 90% of closed accounts are refunded without intervention, but that still leaves nearly two million cases unresolved.
The regulator is encouraging all former customers to review past statements, paper or digital, and log into old accounts where possible. Ed Rees, Head of Retail Policy at Energy UK, noted the importance of “keeping contact details up to date” and urged customers to maintain active direct debits until final bills are settled, to reduce refund delays.
How to Check if You’re Owed a Refund
While the scale of the unclaimed funds may seem daunting, the steps for checking eligibility are relatively straightforward. Former customers are advised to contact their old supplier directly with the following information: full name, previous address, account number (if known), contact information, and details of the switch or closure.
Ben Gallizzi, an energy expert at Uswitch, explained that the average amount owed per account is around £126. He added: “Most suppliers are very good at processing refunds promptly. Our research has found that nine out of ten homes requesting credit back from their supplier receive it within four weeks.”
Energy firms often offer multiple ways for former customers to check their old balances. Some may prefer phone or email contact, while others provide online forms. If login credentials are still available, checking the old account directly may be the fastest route. Otherwise, requesting access via customer service is advised.
For those unable to locate relevant documents or struggling with the process, free advisory services such as CredAbility can offer guidance. According to personal finance expert Aaron Peake, “The more accurate the information you provide, the faster the refund.”
This campaign to return forgotten funds coincides with broader efforts by Ofgem to alleviate energy debt in the UK. As announced recently, the regulator will begin a scheme in early 2026 to clear £500 million in energy arrears for vulnerable households, aiming to ease the financial burden faced by those on means-tested benefits.
While some of the credit balances may appear modest, Ofgem insists the opportunity to reclaim what is rightfully owed should not be overlooked. For many households, especially heading into winter, every pound matters.
