A credit on your 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 are entitled to apply for a credit refund.

If you do decide to apply for a credit refund and your application is accepted, we aim to pay refunds within ten business days of receiving your request.

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.

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

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.

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.