npower is closing down.

Unfortunately we can't tell you when we'll have your bill ready. But if it's not with you within 28 days, we'll write to you again.

There can be a number of reasons for the delay. It could be down to a delay in getting your meter reading from your new supplier. Or it may be a problem with our systems which is causing the delay.

We're sorry you have had to wait for your final bill. Please do not worry - do get in touch with us as we can offer help with longer payment periods. You can call us on 0808 501 5661 if you have left us over 6 months ago, and still have not received your final bill, we will clear any unbilled debt.

If you owe us money from a previous bill, that part of the balance will not be reduced. If you feel you're struggling to pay the bill, please do not worry - do get in touch with us as we can offer help with longer payment periods.

Speech or hearing impaired customers can also put 18001 in front of our phone number to use text relay at no extra cost. You can find out more on the Relay UK website.

Regrettably, we may share your payment information with credit reference agencies. This could result in a default being recorded on your credit file, but we will contact you before we take steps to do this.

Once a default has been recorded it will remain on your credit file for 6 years, whether you've paid the money you owe or not. This could affect your overall credit rating and could stop you from being able to borrow money in the future.

We'd much rather help if you can't pay for the energy you've used.

Alternatively, please call one of our advisors now on 0808 501 5661,

Speech or hearing impaired customers can also put 18001 in front of our phone number to use text relay at no extra cost. You can find out more on the Relay UK website.

First, check to see whether we've estimated your usage - this is shown in the title and will have the word 'estimated' in the header.

The meter readings shown on your bill will also have the words 'estimated reading' next to the date.

If your bill isn't based on an estimated reading, or if you have any general queries about the accuracy of your bill contact us on 0808 501 5661.

Speech or hearing impaired customers can also put 18001 in front of our phone number to use text relay at no extra cost. You can find out more on the Relay UK website.

If we didn't have an actual reading for your previous bills, they could be based on estimates. So when you give us your latest meter reading it means we can make your earlier bills more accurate, based on the energy you've used. We may also recalculate your previous bills if you're on our Standard variable tariff and our prices change.

It normally takes around 3 working days to recalculate and make sure it's all correct - then you'll receive your new bill or statement - or we'll email you if you get your bills online.

It may just be your last bill that we have to update, or it could be more than one of your previous bills or statements.

A reversal takes place when you were previously issued a bill or statement for the wrong amount.

This can happen when:

• We calculated your bill using an estimated reading, but later received an actual reading that was lower.

• The meter reading that was submitted and used to calculate your bill was incorrect.

If this happens, we’ll correct it on your next bill or statement by ‘reversing’ (or cancelling and refunding) the whole amount of the incorrect bill or statement.

We’ll then ‘charge’ the new correct amount, which is just the same as calculating the difference. This will appear as extra line items on your bill, but it doesn’t mean you are being charged twice.

Please note on some occasions, we may have to reverse more than one bill or statement to correct an account's history. For example, should we receive a new meter reading which is lower than the estimated value on your past 2 bills, we may need to reverse your billing to ensure you are charged the correct amount.

Any credit or debit due will then be applied to your overall bill or statement.

If you have an instalment plan with us and you believe that your debt may have been repaid early and the balance of your account is in credit, please call us 0808 501 5661 with a meter reading so that we can review your account.

Speech or hearing impaired customers can also put 18001 in front of our phone number to use text relay at no extra cost. You can find out more on the Relay UK website.

The credit reference agency we use is Experian.

Credit Reference Agencies (CRAs) are commercial companies which compile information from a number of different sources, including the electoral roll, county court judgments and financial institutions.

The role of a Credit Reference Agency is to make it possible for companies to make fair, consistent and responsible decisions.

We may share information such as:

• How long you have been a customer

• How many open and closed accounts you have

• The address to which any debt is related

• The current amount you owe (if any)

• How often you have paid and how often you have not paid.

We will also share when you have entered into a payment agreement (if applicable), and when this is likely to be finished.

Other companies who share information with Credit Reference Agencies can view details about your payment performance from your credit report.

They must gain your consent before carrying out full credit assessment, but may view details which do not affect your credit rating without telling you first.

We can access details about your credit file without gaining your consent when we feel that it would help us make a decision about your financial circumstances or to ensure we are offering the right payment methods. We will normally tell you when we are doing this. This kind of enquiry only leaves a soft footprint on your credit file and does not affect your credit score.

We will always tell you when we need to do a full credit assessment and give you the option to object to the use of your personal data in this process. If you object, it may affect the products we may be able to offer.

If you can't pay your bill, or make a payment you had agreed to pay, you need to tell us as soon as you know. If we know before you get into difficulties we can try to agree an alternative solution for you, which may mean it does not affect your credit rating. We can only help if you tell us.

Please contact us on 0808 501 5661.

Speech or hearing impaired customers can also put 18001 in front of our phone number to use text relay at no extra cost. You can find out more on the Relay UK website.

A default is a mark registered against a customer's credit file with a Credit Reference Agency (CRA) where there has been a breakdown in our relationship with the customer.

Before registering a default we will serve a notice to say that they are in breach of the terms of their agreement with us and set out what they must do, and how soon, to remedy the breach. If they fail to comply with the notice then a default will be registered with a CRA. The default is known as a status code '8' on a credit file and will remain until the debt is settled, or cleared. CRA's keep records for up to 6 years.

We will only look to register a default in relation to a customer's account if we are at the stage of taking legal action such as:

• Obtaining a warrant and fitting a prepayment meter by force.

• Obtaining a warrant and disconnecting or isolating a supply by force.

• Starting litigation proceedings to recover an unpaid debt.

• Employing an external agency to recover a debt for a closed account to recover an unpaid final debt.

Defaults and missed payment marks left on your credit file are only applied where payments we have asked for have been missed or arrive late. You can avoid this and help improve your credit rating by ensuring your payments are up to date, and arrange to pay regularly in advance of bills.

If you think the information we have shared regarding your account and or payments is incorrect, you should telephone 0808 501 5661.

We have a dedicated team and will investigate the problem. If our investigation shows we are at fault, we will amend any incorrect information on your credit file.

If you think there is an issue with your credit score or the data held about you on your credit file, you should contact the relevant Credit Reference Agency, some details are provided below:

Experian - Consumer Help Service

PO Box 8000, Nottingham, NG80 7WF

0870 241 6212

www.experian.co.uk

Equifax - Credit File Advice Centre

PO Box 3001, Bradford, BD1 5US

0870 010 0583

www.myequifax.co.uk

Call Credit - Consumer Services Team

PO Box 491, Leeds, LS3 1WZ

0870 060 1414

www.callcredit.co.uk

Although we share your npower account information with Experian, your overall credit score can be affected by any company you have an account with or have had dealings with, and they may use a different Credit Reference Agency (CRA) so, any CRA may hold information about those companies and your account information.

Speech or hearing impaired customers can also put 18001 in front of our phone number to use text relay at no extra cost. You can find out more on the Relay UK website.

We try to ensure our details are as accurate as possible. We may be informed by a landlord or letting agent that a person is living at an address. We may add the details they provide us with to an account for the purposes of billing the energy being used at that address. You may have left our supply, or moved out of a property we supplied you with energy at and not let us know, so your details are still in our system for that address.

The details we share with Credit Reference Agencies can remain on their file for up to 6 years. If you think the details we hold are wrong, please call us on 0808 501 5661, we can amend the details, and will ensure any information we have sent to a Credit Reference Agency is corrected.

Speech or hearing impaired customers can also put 18001 in front of our phone number to use text relay at no extra cost. You can find out more on the Relay UK website.