frequently asked questions

When and how can I contact you?

You can contact us by telephone on 0844 811 3701. Please ensure you have your case number ready.

I cannot afford to pay in full - what can I do?

Please call us on 0844 811 3701 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 *0844 811 3701 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 paid through the pre-payment method, you can still incur a bill due to changes to the tariff during your supply period. The tariff changes have to be adjusted in your home and if the supplier can not obtain access to your premises then you will have received your fuel at less than the cost you should have. The debt on your meter could also be from your previous supply or, if the property was empty, for standing charges.

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 complaints@pastduecredit.co.uk. 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.