A credit on your account

I’ve got a credit on my account

Sometimes, credit can build up on your account and this will be reflected on your bill. There are a number of reasons why this might happen, but it’s worth noting that in most circumstances you may be entitled to a credit refund.

Applying for a credit refund

To apply for a credit refund, please complete and submit our refund form by using the ‘Request a refund’ button below.

Request a refund

Alternatively, if you'd prefer to discuss a credit refund or explore alternative payment terms with one of our friendly advisers, please get in touch on 0330 123 2000, and we’ll be happy to help.

What happens next?

Once we receive your refund application, we’ll be in touch with you to confirm the relevant timescales and next steps.

If your application is accepted, the time taken to receive the money into your bank account will vary depending on the amount we’re refunding.

• Refunds by BACS will be issued between 5 and 20 working days.
• Refunds by cheque will be issued between 10 and 15 working days.

If you don't pay by Direct Debit, we may ask you to confirm and provide evidence of your bank account details so that we can process your refund.

If your request is declined for any reason, we’ll write to you within 20 working days to let you know why and, if applicable, we’ll work with you to resolve the issue as quickly as we can.

Important information

Occasionally, we may not be able to agree to an immediate refund. This is because, as a responsible retailer, we don't want our customers to experience an increase in their outstanding balance and get into debt.

Circumstances where we may have to refuse an immediate credit refund are:

• where you have other accounts with us that have an outstanding debit balance. In this case, we would encourage you to clear your outstanding balance(s) first; or
• where the account is imminently due to be billed again.

If you pay by Direct Debit or another payment plan, we will also review the amount you pay to ensure it is in line with your consumption and we’ll make adjustments where appropriate. This helps to make sure you only pay for what you use.

Your right to switch

We’re committed to ensuring that you continue to choose Business Stream as your water and/or waste water retailer of choice, but if for any reason you feel dissatisfied with our terms and conditions or the quality of our service, you have the option to switch to another water retailer, subject to your contractual terms and conditions with us.