Does Npower owe you £100?Supplier owes £20m in refunds to gas customers

26 January 2011

Npower logo

Npower only scored 30% for customer satisfaction in our survey

If you were an Npower customer in 2007, you could be eligible to claim a refund for excess charges on your gas bills.

The energy giant has been ordered to pay £70m in refunds to 1.89 million households it overcharged for gas usage - and £20m still remains unclaimed.

Which? energy expert Sylvia Baron advises: ‘If you were a gas customer of Npower in 2007 and haven't received a letter offering a refund, call 0800 975 7938 to check if you eligible.

'Average payments are £35 plus VAT and interest payments, and can reach up to £100 - so this refund could be a very welcome addition in your wallet.'

Bad week for Npower

It's not been a good start of the year for Npower. Earlier this week we revealed how the supplier had once again been rated the worst gas and electricity supplier in the annual Which? Switch energy customer satisfaction survey.

Topping the table were independent suppliers Utility Warehouse and Ovo. To find out how your energy supplier shapes up to the competition for measures such as bills, value for money and customer service, have a look at the Which? Switch energy customer satisfaction survey results. 

Npower refunds

More than a million customers have already claimed back their money, but there are still 700,000 people who have not collected their refund.

Npower has sent letters to affected customers containing a bar code that needs to be taken to a local post office, within six months, to get the refund in cash.

However, some Which? members have been critical of this method of refunds. One frustrated ex-Npower customer contacted us to express his frustration at having to queue at a Post Office and provide two forms of ID and address confirmation to collect his refund. 

Npower has justified the refund process, claiming Post Offices are the most secure, practical and consistent way to ensure the refund reaches current and former Npower customers. 

If you were a customer of Npower in 2007 but have since switched gas suppliers and moved address, you may not have received a letter offering you a refund. Sylvia says: ‘If you have moved home since 2007, Npower might not have been able to reach you. So call 0800 975 7938 to check if you are owned any money.'

Lower your gas and electricity bills

You can compare energy prices and switch to a new gas and electricity supplier on Which? Switch. People who switched with us between 1 October and 31 December 2013 are predicted to save an average of £234 a year on their bills.

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