frequently asked questions
- When and how can I contact you?
- You can contact us by telephone on 0141 951 4077. Please ensure you have your case number ready.
- I cannot afford to pay in full - what can I do?
- Please call us on 0141 951 4077 and we can work together to arrange a suitable payment plan for you.
- I am in serious financial difficulty, who should I pay first?
- You should always pay priority debts first. Priority debts include mortgage, rent, fuel etc. We would advise you to contact a free money counselling service to prioritise your debts.
- The person named in your letter does not live here. What should I do?
- Please call us on 0141 951 4077 and we will update our records.
- How much does it cost to call your offices?
- Our *0844 number is charged at 5p per minute (local rate) - this
may be the least expensive means of calling us if you are outwith
the Glasgow area and calling from a landline.
If calling from a mobile or from within the Glasgow area, then the
least expensive method is to call 0141 951 4077. If calling from outside the UK, please call us on (00
44 141 951 4077).
* Please check costs with your telecom provider.
- What happens if I ignore your letters?
- We can only help you if you talk to us. If you ignore our letters this may lead to further action.
- Why do I need to confirm my full name and address before discussing my account?
- This is for your protection and to comply with the legal obligations we have with regard to the Data Protection Act.
- I have received a letter saying I owe money to my former energy supplier, but I was on a pre-payment meter?
- Even if you pay for your energy through a Pre-payment Meter, you can still owe a bill to your current
or former energy supplier when you change your supplier or move address. The most common ways in which a
debt can be owed when using a Pre-payment Meter are:
The debt being paid off via the Pre-payment Meter still has a balance outstanding at the time the customer changed supplier/moved address.
The property was empty for a period of time which will mean that the debt is for Standing Charges.
Another suppliers card/key was used meaning that the payments have been going to the energy supplier who owns the key/card rather than to the actual provider of the customers energy. This can be resolved without any payment as long as we are able to obtain specific information with regards to the key/card used.
- I have a complaint. What should I do?
- Whilst we try our very best to ensure that you understand and are satisfied with how we handle your account, we recognise that there may be rare occasions when you are dissatisfied with aspects of our service. In the unlikely event that this is the case, please e-mail us at email@example.com. We promise that we will place your account on hold whilst we investigate your issue and will get back to you as soon as possible.