Thames Water refunds £145,562 after billing error

A north London teacher discovered on Thursday morning that a payment of £145,562 had been debited from his bank account by Thames Water. Adam Bainbridge, a teacher, found the large sum had been taken when routinely checking his accounts. The incident left him considerably overdrawn, according to his wife, Julia.

Thames Water has stated the error was the result of human error originating from an incorrect meter reading. The company has apologised unreservedly to Mr Bainbridge and his family. A spokesperson confirmed the money has been returned to Mr Bainbridge's bank account.

Impact on the family

Julia Bainbridge, Mr Bainbridge's wife, told the Press Association that her husband was "immediately in his overdraft, considerably." She described the situation as a shock, particularly as they were trying to manage nursery runs for their three-year-old child. Mrs Bainbridge highlighted that for pensioners or those in more vulnerable positions, such an error could be "terrifying and totally debilitating."

Mr Bainbridge described the billing as "completely detached from reality," noting that they live in a residential house in north London and the amount taken bore no relation to their actual usage. He expressed a feeling of not being in control of what was being debited from his account.

Thames Water's response

A Thames Water spokesperson said the company is "urgently investigating" the blunder. They confirmed that additional checks are being introduced to their processes to prevent similar incidents. The company has also offered Mr Bainbridge a gesture of goodwill and is continuing to work with him to resolve the matter fully.

Halifax, Mr Bainbridge's bank, confirmed that the money had been returned. Under the direct debit guarantee, consumers are protected against errors made by the organisation collecting payments, with mandates held by the provider rather than the customer's bank.