SP are abysmal. I do my account with them by the internet and pay by monthly DD. on 16 October, my annual review came up, and as a result my DD payments were reduced from £96 a month to £56 a month, and I obtained a refund of some £380. They informed me that my next payment, of £56 would be debited on 1 December. Hooray, thought I, a payment holiday in November! Alas, it was not to be, on 1 November they debited my bank account by £ 96. On that day I telephoned and was told my a refund would be made to my bank account within 3 days. It did not arrive in my account. I telephoned again on 7 November, and was told that my "refund had been overlooked" and would be processed within 14 days. A cheque did arrive on 17 November. I have raised a complaint with them as they would have held on to my £96, on top of the £56 a month, giving a payment over a year of some £768 for an estimated usage of £633. There has been no credit to my account for the DD overpayment bonus they trumpet on their website. My complaint was addressed to their CEO, and one of his support team fobbed me off, but I will persevere, if only out of spite!