Why have I been charged a £44.92 Change of Residency (COR) fee?

The COR admin fee covers Insite setting up your account when you move into a heat-network property. It's sometimes absorbed by the heat supplier; if not, **£44.92** is added to your account. Trustpilot reviewers regularly describe being 'blindsided' by it. You can dispute it via the complaints form, but Insite's COR Fee Policy backs the charge. Check whether your tenancy or lease says the landlord covers it.

What if Insite Energy ignores my complaint?

Ask in writing for a **'final response' or 'deadlock letter'**. If you don't get one within **8 weeks**, or you're still unhappy, escalate free of charge to the **Energy Ombudsman** at energyombudsman.org/raise-dispute/insite-energy-limited. Their decision is binding on Insite and they can order goodwill payments. Keep a log of every email, call and webform reference, Trustpilot reviewers report queries going unanswered for months.

Is there a cancellation fee with Insite Energy?

There's no cancellation fee for closing your account, you only close when you move out, and Insite simply issues a final statement. However, the **£44.92 Change of Residency (COR) admin fee** can apply when an account is opened or transferred, and it's sometimes charged on closure to the next occupier. Any outstanding balance must be cleared before Insite will release a credit refund.

Can I get a refund of credit left on my PAYG meter?

Yes. If you've moved out, PAYG credit is **automatically refunded within 10 working days** of Insite being notified of the change of residency, you don't need to fill in the refund form. If you've just over-topped-up and want money back without moving out, submit the Refund Request form stating the amount and reason. Refunds go back to the original payment card or bank account.

Is Insite Energy regulated by Ofgem or the Energy Ombudsman?

From 2025 heat networks fall under **Ofgem's Heat Network (Market Framework) (Great Britain) Regulations 2025**, and Insite Energy Limited is covered by the **Energy Ombudsman** dispute scheme. Ofgem generally doesn't intervene in individual disputes, go to the Ombudsman after Insite issues a deadlock letter or 8 weeks pass with no resolution. Insite is also registered with the FCA for anti-money-laundering purposes only.

Can someone else take over my Insite Energy account if I move out?

No, accounts are tied to the resident at the property. When you move out, Insite processes a **change of residency (COR)** and opens a new account for the incoming occupier. Submit the Moving Out form with your move-out date and forwarding address so Insite can issue an accurate closing statement and refund any credit. The incoming resident may be charged the £44.92 COR setup fee.

What information do I need to give Insite Energy to close my account?

On the Moving Out webform (or in an email to customerservice@insite-energy.co.uk) provide: your **8-digit account number** (top right of any bill) or **19-digit PAN**, full property address, move-out date, forwarding address, a final manual meter read, and the bank details where any credit refund should be paid. Insite confirms by email once the account is closed and the final statement issued.

REFUND GUIDE

How to Get an Insite Energy Refund in 5 Days.

Insite Energy refunds are per-order, and their own policy gives you a 5-day window. Miss it and you still have tools, a clear email, a card-issuer chargeback. Here's the playbook.

Last verified 19 Jun 2026 against Insite Energy’s own Terms · UK, US, and EU rights covered below

The short answer

Insite reviews refund requests within 5 working days of submission and, if approved, returns the money to the original payment method. PAYG residents who move out get any leftover credit released automatically within 10 working days. Credit-billed residents need to submit the Refund Request webform (or email customerservice@insite-energy.co.uk) stating the reason and amount. Refunds will be refused if there is money still owed on the account.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Insite Energy, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What Insite Energy actually says

“Once your refund request has been received and approved, we will aim to process your refund within five (5) working days. Once complete, the refund will be returned to the payment method from which payment was originally received.”
, verbatim from Insite Energy’s terms

5-day cancellation windowPro-rata refund: yes

How long does a Insite Energy refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note Insite Energy’s own policy works on a 5-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Insite Energy subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Insite Energy can’t ignore.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Insite Energy has ~45 days to defend. Works regardless of where Insite Energy is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Insite Energy charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

European Union

ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Insite Energy is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The Insite Energy refund email

Email the right address
Use customerservice@insite-energy.co.uk, the route yoink has verified actually gets read for Insite Energy.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Insite Energy team,

I'm requesting a refund for my Insite Energy order (reference [order number], placed on [date], for [amount]). I'm within the 5-day window your policy allows for this.

Please process the refund to my original payment method and confirm by reply.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for Insite Energy

Fill in the **Refund Request form** at insite-energy.co.uk/home/contact/refund-request, call your scheme-specific number, or email **customerservice@insite-energy.co.uk** stating the reason and amount. Insite reviews within **5 working days** and, if approved, returns the money to your original payment method. PAYG residents moving out should see credit returned automatically within 10 working days, no form needed.

Cancelling rather than claiming money back? See the Insite Energy cancellation guide. For every other support channel, the Insite Energy contact guide.