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Direct Debit Policy

Direct Debit Guarantee

The GnERGY Direct Debit Scheme is regulated, authorised and monitored by the banking industry. In addition, the efficiency and security of this scheme is also protected by the bank or building society that holds your personal account.

The Direct Debit Guarantee applies to all Direct Debit payments and is there to protect you in the rare event that there should be any payment error through this system.

Direct Debit Guarantee

  • The 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 GnERGY will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed. If you request GnERGY to collect a payment, confirmation of the amount to be collected and the date will be notified to you at the time you make the request
  • If an error is made in the Direct Debit payment by GnERGY, your bank or building society, you are entitled to a full and immediate refund of the amount paid.
  • Similarly, if you receive a refund that you were not entitled to, you should immediately inform GnERGY as you will be required to reimburse the amount when it is asked for.
  • You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please do notify GnERGY of this cancellation.

* The Guarantee covers Direct Debit payments only and cannot be used to address contractual disputes between you and GnERGY.

Paying by Direct Debit

Payment by Direct Debit is to ensure it is easier for you to manage your finances. Most of our customers are on a Fixed Direct Debit payment plan. This means that you will be paying a fixed, regular amount which is spread equally across the year based on your annual usage. The amount can fluctuate according to your consumption and this is calculated from the meter readings you provide. This confirms the importance of providing regular meter readings to ensure accurate billing is maintained.

How do you work out my Fixed Monthly payment plans?

There are two methods we apply to calculate your fixed monthly payment plan, use your annual usage based on the last 12 months’ history. This is usually provided by the current supplier and shown on your bills.

Or

Calculate the direct debit based on the information you have provided us such as the type of house, the number of occupants and bedrooms, insulation etc

How often will I receive a statement?

If you pay by fixed direct debit or are in the fixed online tariff, you will receive a monthly bill which informs you of your energy usage. If you have not provided your meter readings this will be an estimation and calculated from the last readings held or information retrieved from the National database including additional information you may have provided. With your monthly bill we also remind you every month to send us your meter readings to maintain an accurate and healthy account for you.

GnERGY will also task its meter reading engineers to visit your property at least once every two years and this is the minimum required under statutory regulations.

What if my account’s in debt?

If you provide your meter readings regularly your account should not fall into arrears. However, to ensure you do not end up with a large outstanding balance, we maintain a £150.00 balance threshold and should your account cross this limit you will receive our first reminder to draw your attention to this fact.

Do you automatically refund credit?

Should your account be in creditwe always firstly request your latest meter readings to ensure accuracy before we proceed with the refund. If the amount to be refunded is calculated to be more than £500, we may also require you to send us pictures of the meter(s) as well.

With fixed Direct Debit payments it’s normal for your account to reflect a credit balance during the summer period as you would be consuming less energy. However, this should balance out during the winter when your consumption increases. In such cases it is only at the end of the contract where a true balance can be calculated.

How often do you collect fixed Direct Debit payments and what days?

Fixed direct debit payments are collected monthly and we offer you the choice of either the 1 st or 15th of the month for the collection to be made.