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