Reclaiming credit from direct debit

[gingertom11]

Just looking to see where DH stands with this situation, genuinely don't know if we have a leg to stand on. DH has been paying a direct debit every month to his opticians for contact lenses. He used to wear them daily so it was worth it but for the past 3 years or so has used them less and less, to the point where he now only wears them if we're going out/special occasion etc. Day to day he just wears his glasses. Despite this he has still been paying the direct debit, but never calls to order his contacts (if he needs them, he calls the opticians and they order the contacts and send them via post). Because of this, he has accrued over £400 credit with the opticians. The opticians say that they cannot refund the credit to DH, and if he wants to use it he has to spend it with them (e.g. new glasses). DH feels he should be refunded, and has raised the point of energy companies being stung for holding customers credit and being entitled to reclaim this credit. Who is right and where do we stand? Any advice welcome!

Energy companies generally (but not always) have to refund customers who are in credit on request because their regulator, Ofgem, says so. Ofgem's rules are irrelevant when dealing with an optician. Whether or not they are entitled to hold onto the money and insist it is spent with them depends on what their terms and conditions say and whether their Ts&Cs are unfair legally.

Has he cancelled the direct debit now? If he wears glasses that 400 pounds could get used quite quickly at the opticians surely?

The Direct Debit guarantee is to reclaim money taken in error. Your scenario is about not using a service for which you were paying for.
You can try your bank but they will ask what error has occured and why has it taken so long to notice. I don't know how you will answer that one

Energy companies are regulated by Ofgem, opticians are not. The terms agreed when signing up to the service will tell you whether you are entitled to a refund or not.

Update - they've refunded DH the full amount of credit. Thanks for your replies!

For future reference - he should consider standing orders instead as he has control over them

Good news.