MAKING A COMPLAINT
At People’s Energy we try our utmost to provide our Members with the best service possible. However, there may be occasions where we fall short of your expectations, and when this happens we have a procedure in place to investigate, resolve your concerns and restore your confidence in us.
How to make a complaint
You can write to us
Hercules House, Eskmills
Telephone and speak with a Member of the team
0131 285 5510 (Monday-Friday: 09:00-17:00)
The steps we take to resolve your issue:-
On the day we receive your complaint an Agent will contact you to discuss your concerns and try to resolve your issue immediately. If we are unable to do so we will move through the following stages.
We will acknowledge your complaint, providing you with a complaint reference number. It is helpful if you can quote this in any communications with us whilst your complaint remains open. We aim to resolve your issue within 5 working days. This may take longer depending on the complexity of the issue (e.g. where a third-party is involved).
We will gather information and assess your complaint and, based upon our findings, we will write to you to confirm what we propose to do to remedy the situation.
If you are satisfied with our proposal, we will take the necessary steps to remedy the matter and then send you a complaint closure letter.
If you are not satisfied, then we will move to stage 2;
Your complaint will be escalated to one of our Complaint Handlers who will assess the Agent’s findings and proposed resolution. They will then write to you to confirm whether they agree with the Agent and why or provide an alternative resolution.
If you are satisfied with the Complaint Handlers proposal, we will take the necessary steps to close your complaint and send you a complaint closure letter.
If you are not satisfied, then we will move to stage 3;
Your complaint will be escalated to a team manager who will assess the findings and proposed resolution from the Complaint Handler. If they agree with these findings, they will let the Complaint Handler know. If they do not agree, they will provide the Complaint Handler with an alternative resolution. Either way, their decision is final, and the Complaint Handler will write to you with the outcome.
If you are satisfied with the final decision, we will take the necessary steps to close your complaint and send you a complaint closure letter.
If you are not satisfied, we will send you a deadlock letter – our final decision notification. This will explain what we have decided and why, and we will also inform you of your right to contact the Ombudsman should you wish to escalate further.
For Advice & Information
You can contact the Citizen Advice at any time for impartial and
confidential advice, including during the complaints process.
Freephone: 03454 04 05 06.
If you are not happy with our decision as laid out in our final decision (deadlock) letter
you can contact the Ombudsman to discuss and escalate.
Freephone: 0330 440 1624