We know that sometimes things can go wrong. If we’ve fallen short of your expectations, we’re sorry. We’ll do as much as possible to put things right. To start with, let us know what the problem is. We’re available by email, phone, livechat, or you can write to us as well. We’ll get back to you as soon as possible.
If you’re one of our Direct Debit members and have a problem or question, our dedicated Direct Debit team is here to chat now.
If you’re one of our Prepay members and have a problem or question, our dedicated Prepay team is here to chat now.
You can also reach us by email customerservices@peoplesenergy.co.uk.
Our phone lines are open from 9.00am-5.00pm, Monday to Thursday, and 9.00am-4.00pm on Fridays. If you have an emergency or have lost your gas or electricity supply, our out-of-hours team are also here to help on weekday evenings until 8pm, and at weekends 9.00am-5.00pm.
We know no-one likes waiting. For the quickest response, you may want to get in touch with us outside our peak hours.
The best time to contact our team is generally after 10.00am and before 5.00pm.
We tend to be busier first thing in the morning, 9.00-10.00am. At these times, we’ll still get to you as quickly as we can, but you may need to wait a little longer. You can also find help, advice and FAQs at our Help section.
Phone | Our locationPeople's Energy 2 Wester Shawfair Danderhall Dalkeith EH22 1FD |
On the day we receive your complaint, one of our team, will contact you to discuss your concerns and try to resolve your issue immediately. We'll confirm with you what we have done to resolve your complaint. If we're unable to resolve your complaint immediately (for example, if we need information from somewhere else), we'll follow the complaints process outlined here.
We’ll acknowledge your complaint in writing and provide you with a unique reference number - it's helpful if you can quote this in any communications with us whilst your complaint remains open. We aim to resolve your complaint within 5 working days. However, depending on the complexity of the issue this make take longer (for example, where a third-party is involved that we need to get information from). In these of cases, we'll contact you every 7 days to let you know of any delays and what we're doing to progress your complaint.
We'll gather all information we can to review your complaint and, based upon our findings, contact you as soon as we can to confirm our solution.
If you're satisfied with what we propose, we'll take all the necessary steps to sort this for you. Once we've done everything agreed, we’ll confirm to you that we’ve closed your complaint.
If you're not happy with the initial resolution by our team, you can request that we escalate your complaint, using your unique reference number. Our agents will already have advised their Team Leader of the issue and may have requested advice or guidance. Our Team Leader will review any escalated complaint to see if they have anything additional to add or if we have missed something. They may need to contact you again for more information.
In a very limited number of circumstances, if you don’t believe we've resolved the issue to your satisfaction, you can progress to the final stage of our process, where the complaint and resolution will be reviewed by a senior member of the team. If they don't agree with the escalated solution we've offered, or if they believe we need to do something different, they'll provide you with an alternative resolution. Their decision is the final step we can take. Either way, we'll be in touch to let you know of the outcome.
Once we've done everything agreed, we’ll confirm to you that we’ve closed your complaint. If, for whatever reason, we don’t manage to resolve your complaint within 8 weeks, we'll let you know and advise of your right to take your complaint to the Energy Ombudsman.
If you're satisfied with our resolution for your complaint, and don’t believe your complaint has been resolved, we'll send you a ‘deadlock’ letter. This is our final decision notification and means that we can't see an alternative way to resolve your complaint.
This will explain why we have done what we have, and will also inform you of your right to contact the Ombudsman should you wish to escalate further.
You can contact the Citizens Advice Bureau at any time for impartial and confidential advice, including during the complaints process. You can call for free on 0808 223 1133 or 0808 223 1144 for Welsh language.
If you're happy with our decision as laid out in our final decision, ‘deadlock’ letter, you can contact the Energy Ombudsman. You can call for free on 0330 440 1624.
We report every three months on our complaints, and the issues behind them - so we can get them fixed. See our latest update on how we're doing with our complaints here.