<p>Ofgem rules state that direct debits must be as accurate as possible and suppliers have a general obligation to not be “overly reliant” on customer credit. Ofgem’s Market Compliance Review (MCR) assessed how suppliers set and review customer direct debit levels. The MCR did not find evidence that direct debits were being widely inflated.</p><p> </p><p>Customers can request a refund on their credit balance at any time and the credit must be refunded promptly.</p><p> </p><p>All domestic customers had their credit balances protected following the supplier failures of Winter 2021/22 and credit balances will remain protected in the event of further insolvencies.</p>