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- How to Read Your Gas Invoice
- How to Read Your Electricity Invoice
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- Questions and Answers
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- Getting Started
Direct Debit Payment
Save time and money by setting up a Direct Debit for your monthly payments. This takes away the worry of making a payment each month AND saves £20 plus VAT per invoice.
What is a Direct Debit?
Direct Debit is a payment of an agreed amount made from a customer's bank or building society account to a named organisation, in this instance, Total Gas & Power Limited which is authorised by a Direct Debit Instruction. The amounts and dates may vary, although we always advise the payer in advance.
Can I cancel a Direct Debit Instruction?
Yes. Instructions can be cancelled by contacting your bank or building society. It is also useful to notify us.
What happens if a mistake is made?
If an error is made by us or your bank or building society, you are guaranteed a full and immediate refund of the amount paid from your branch. To do so please contact your bank or building society branch and request an indemnity claim under the direct debit guarantee.
What happens when the amount or date changes?
You will be notified in writing in advance of the collection (normally 10 working days) of the collection, allowing you time to query the amount or date if necessary. This information is usually sent as an invoice. A Direct Debit Instruction stands until cancelled so there is no new Direct Debit Instruction to sign when the amount or date of collection changes.
If I set up a Direct Debit over the telephone or via the internet, what record will I have of the agreement?
You will be sent written confirmation of your Direct Debit Instruction within 3 working days of the telephone call or on-line set up, or alternatively no fewer than 10 working days before the first collection. Simply check the details and contact us if you have a query. Regardless of what method of sign up you agree to, you are still covered by the Direct Debit Guarantee.
There are two signatories on our bank account; can a Direct Debit still be set up?
Yes. As two signatories are required to authorise a Direct Debit Instruction a paper mandate needs to be signed by them.
Does agreeing a Direct Debit Instruction mean that money can be taken out of my account whenever you like?
No. We can only collect the amount notified to you and you will be advised of any change to the date, frequency or amount in writing.
What if I have insufficient money in my account to pay a Direct Debit?
If it is returned unpaid, the Direct Debit will normally be re-presented once within 10 working days and a letter will be issued to advise that the direct debit payment will be re-presented. Please be aware if 2 payments are returned un-paid this will cancel the direct debit collection from your bank or building society account and alternative payment will need to be arranged
What sort of account do I need to use Direct Debits?
Most current accounts at banks and building societies can be used to make Direct Debit payments. Some types of account however, do not accept Direct Debits. If you have any doubts, please speak to your bank or building society branch.
Can any organisation collect money by Direct Debit?
No. Banks and building societies only permit organisations with known integrity and sound financial and administrative capabilities to collect money by Direct Debit.
Will I still receive bills or statements?
Will my outstanding balance be collected via Direct Debit when setting up a new instruction?
No, any balance that is currently outstanding on the account at the point of setting up a direct debit will need to be paid by other means. The Direct Debit will collect any new invoices produced after the set-up date.
I have set up a Direct Debit on-line but my invoice is sill requesting a manual payment to be made?
If your Direct Debit was set up prior to the invoice being produced please contact our customer service team on
0333 003 7874.
You can now make a card payment via our automated card system by calling us on 0333 003 7874, selecting option 1 and then option 1 again.
How much can I pay?
You can select the amount you want to pay in pence; this can be the full account balance or any partial amount towards the account balance under £5,000.
Is there a maximum amount I can pay?
We cannot accept payments over £5,000. If you would like to make a payment of £5,000 or over please call on 0330 003 7874 and select option 1 and one of our agents will be happy to process the payment over the phone with you.
Are there any cards I cannot use?
We currently do not accept AMEX and Diners International, however all other major credit/debit card providers can be accepted.
Can I still speak to someone?
If you would like to discuss your account and still make a payment on the account, you can call 0333 003 7874 and select option 1, this will go through to our payment services team who will be happy to assist you with any question in regards to your account and can also process debit/credit card payments as well.
Cheques should be made payable to Total Gas & Power. Please send cheques with the detachable Bank Giro Credit slip for the attention of the Treasury Department at Total Gas & Power, with your Account Number written on the back of the cheque. Cash should not be sent through the post.
At a Bank
Payment can be made with cash or cheque by using the Bank Giro Credit slip, which is normally free of charge if you use a branch of your own bank.
For customers wishing to pay by BACS, our account details are:
HSBC Bank plc
Total Gas & Power Limited
London Regent Street W1
Please ensure that the remittance advice clearly states the Invoice Number, the amount paid and the Account Number. This should be marked for the attention of the Treasury Department at Total Gas & Power.
If you would like a statement of your account, please call the number specified on your bill.
If you have any queries regarding your invoice please call the department number specified on your bill or Get In Touch.
If you are struggling to pay your invoice, there is help available.