Question to the Department for Energy Security & Net Zero:

To ask the Secretary of State for Energy Security and Net Zero, what guidance his Department issues to energy suppliers on the level of customer credit balances that are considered reasonable for (a) domestic and (b) business energy accounts.

The Department issues no such guidance to energy suppliers.

Requirements for how energy suppliers should treat customer credit balances are included within the Supplier Licence Conditions. These set out consumer standards, rules on credit balances, and what suppliers must do to stay financially stable, as set down by the industry regulator Ofgem.

If a customer is concerned about the size of a credit balance on their energy account, they should contact their supplier and they can ask for a refund.