At People’s Energy we consider you to be our first priority. We do everything we can to give you the best possible service. Sometimes things go wrong anyway and you may feel we have let you down.

If you do, please give us a call straight away. Beyond that, we have also put a set of steps in place, to help resolve your concerns as quickly and efficiently as possible.

Step 1: Contact us

 

Call us on 0131 285 5510 (Lines are open Monday to Friday 09:00 – 17:00)

Email us at customerservices@peoplesenergy.co.uk

Write to People’s Energy, Stuart House, Station Road, Musselburgh, East Lothian EH21 7BP

No matter how big or small your concern is, we want to know about it! This way we can make it right.

Step 2: Next step if we need more time

 

We always seek to resolve your concerns when you first contact us. However, sometimes that is not possible and we require more time to investigate the issues. When that happens, we will provide you with a personal reference number. That will allow you to track progress. We will keep you up to date with progress and work hard to resolve the issue as a matter of priority.

Step 3: If you need us to do more...

 

We want to do everything we can to keep you satisfied. We want you to give us honest and open feedback if you think we can do more. And if you remain unhappy with the outcome of the issue you have encountered, please let us know immediately so we can try again! Contact us on 0131 285 5510, at customerservices@peoplesenergy.co.uk, or write to us at People’s Energy, Stuart House, Station Road, Musselburgh, East Lothian EH21 7BP.

If your concern is not resolved within our eight week period deadline, or if you remain unhappy with the outcome, then you can also contact the Ombudsman Services: Energy for an independent review.

Telephone: 0330 440 1624 (Lines are open Monday to Friday 09:00 – 17:00)

Email: enquiries@os-energy.co.uk

Website: www.ombudsman-services.org/energy

Address: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF

If you choose to go down that route, you must refer your complaint to the Ombudsman within nine months of first making your complaint to us. In addition, if you feel that you need additional support during the complaints process, you can also contact The Citizen’s Advice Bureau. They provide free, independent, confidential and impartial advice to everyone on their rights and responsibilities.

Telephone: 0345 404 0506 (Lines are open Monday to Friday 09:00 – 17:00)

Website: www.citizensadvice.org.uk/energy