PE Solutions Complaints: How to Make and Escalate a Complaint

Q: How do I make a complaint to PE Solutions?

Start with PE Customer Care on 0333 370 9900 or customercare@pe.solutions and clearly ask for the issue to be recorded as a complaint. Keep the complaint or case reference PE gives you.

If something has gone wrong with your PE Solutions or Pozitive Energy business account, this guide explains who to contact, what evidence to collect, how to escalate the complaint and when the Energy Ombudsman may be able to help.

How do I complain to PE Solutions?

Start with PE Customer Care.

Tell PE clearly that you want the issue recorded as a complaint.

If Customer Care has dealt with the matter and you are still not satisfied, PE's current published complaints procedure says you can ask its Complaints Team to carry out an independent internal review.

If you are an eligible microbusiness or small business and the complaint remains unresolved after eight weeks, or you reach deadlock sooner, you may be able to take the dispute to the Energy Ombudsman.

Phone:

0333 370 9900

Email:

[email protected]

Complaints Team:

[email protected]

Contact PE Customer Care Email PE Complaints Team Check Energy Ombudsman Eligibility

Complaint says Pozitive Energy rather than PE Solutions?

That is not unusual.

PE is the customer-facing brand. For gas and electricity, the licensed supplier is Pozitive Energy Ltd, company number 09523048.

Older and current account documents can therefore contain different PE and Pozitive Energy branding.

This complaints guide covers PE / Pozitive Energy business electricity and gas accounts.

PE Solutions complaints process

Step 1

Raise the complaint with PE Customer Care

PE's current published complaints procedure says complaints about the service received from Pozitive Energy should first be raised with Customer Care.

You can also raise a complaint through PE's Enfiniti customer portal where that option is available to you.

When you contact PE, say clearly:

“I would like this recorded as a formal complaint.”

Ask for a complaint or case reference and keep it.

Do not rely on a telephone conversation alone if the issue is complicated.

If possible, follow the call with an email summarising what was discussed.

Step 2

Escalate to the PE Complaints Team

If Customer Care has dealt with the complaint but it has not been resolved to your satisfaction, PE's current complaints procedure says you can raise the matter with its Complaints Team.

PE describes this as an independent internal review.

PE also states that the Complaints Team can only assist with matters that Customer Care has dealt with first.

So don't skip Step 1 simply because you want the complaint dealt with quickly.

When escalating, include the original complaint reference and explain what remains unresolved.

Step 3

Energy Ombudsman

If you are an eligible microbusiness or small business, you may be able to ask the Energy Ombudsman to independently review the dispute when:

eight weeks have passed since you first registered the complaint and it remains unresolved

PE has issued a deadlock or final response allowing you to escalate sooner.

The Energy Ombudsman is independent of PE Solutions and TBER.

Do not tell customers that every business is eligible.

Make the complaint specific

The stronger the complaint, the easier it is for somebody to understand what actually needs investigating.

“My bill is wrong” is not enough.

Explain which bill is wrong, what you think is wrong with it, what evidence you have and what you want PE to do.

For example:

“My invoice dated 14 August uses an estimated electricity reading of 18,420. The meter showed 16,975 on 13 August. I have attached a photograph showing the reading and meter serial number. Please investigate the reading, correct the account if appropriate and issue a revised bill.”

Or:

“My contract shows a standing charge of 95p per day, but the attached bill appears to use a different standing charge. Please confirm the contractual rate and explain the charge applied to this invoice.”

Or:

“I moved out of the premises on 30 June and supplied a closing meter reading. I am still being billed after that date. I have attached evidence of the Change of Tenancy and the closing meter photograph. Please update the account and confirm my final liability.”

A complaint that identifies the problem gives PE something specific to investigate.

What should I send with a PE Solutions complaint?

Send evidence that relates to the actual problem.

You do not need to send twenty documents if three documents prove the point.

Depending on the complaint, useful evidence can include:

Account number
Business name and supply address
MPAN or MPRN
The bill being disputed
Contract or renewal document
Meter photographs
Meter serial number
Actual meter readings and dates
Change of Tenancy evidence
Previous emails
Previous complaint or case references
Dates of telephone calls
Proof of payments
Direct Debit records
A short timeline of what happened

Most importantly, tell PE what you want it to do.

For example:

Correct the bill
Apply the correct contract rate
Update a Change of Tenancy
Investigate a meter reading
Explain a charge
Refund a credit balance
Provide a final bill
Correct account information
Respond to an unanswered query

Do not promise that PE must agree with the requested outcome.

Build a simple timeline

If the problem has been going on for months, make a timeline before you escalate it.

It does not need to be complicated.

12 May
Received bill using estimated reading.
13 May
Sent PE actual reading and meter photograph.
20 May
Called Customer Care. Case reference 12345.
2 June
Received another estimated bill.
3 June
Emailed Customer Care again.
18 June
No correction received. Asked for formal complaint.

A timeline makes it much easier for a complaints handler, TBER or the Energy Ombudsman to see what has happened. It also helps establish the date the complaint was first registered.

Complaining about a PE Solutions bill

Billing complaints are rarely solved by looking only at the amount due.

Check the bill line by line.

Look at:

Then compare the bill with your contract and the physical meter.

If PE has estimated the account, take a current reading and photograph the meter.

Try to include the meter serial number in the photograph.

If the meter serial number on the bill does not match the physical meter, make that one of the first things you tell PE.

Billing dates
Previous and current meter readings
Whether readings are actual or estimated
Meter serial number
Unit rate
Standing charge
Day, night or weekend rates where applicable
VAT
Payments already made
Credits
Previous adjustments
Any additional charges

Upload Your PE Bill PE Solutions Direct Debit & Payment Help

PE is using the wrong meter reading

Do not guess the correct reading.

Go to the meter and read it.

Take a photograph.

Check the meter serial number against the bill.

If there is more than one meter at the property, make sure you know which meter relates to the account you are disputing.

Then give PE:

If the account has been estimated for a long period, keep copies of any historic photographs or readings you have.

They may help establish when the billing problem started.

The actual reading
The date it was taken
The meter serial number
A photograph where possible
The reading PE has used on the disputed bill

PE Solutions Change of Tenancy complaint

Change of Tenancy disputes can become messy when the dates, occupiers and meter readings are unclear.

If PE is billing you for a period when you believe you were not responsible for the premises, gather:

The Best Energy Rates holds the PE Solutions Change of Tenancy form and can help customers with the process.

The date you moved in or out
Opening or closing meter readings
Meter photographs
Lease, completion statement or other occupancy evidence
Previous or new occupier details where available
PE COT correspondence
Bills showing the disputed dates

PE Solutions Change of Tenancy Help PE Solutions COT Form

The rates on my PE bill don't match my contract

Get the signed contract or renewal document.

Then compare it with the bill.

Check:

Make sure you are comparing the same period.

A bill issued after a contract ended may not necessarily use the old fixed-contract rates.

If the bill covers dates that should fall inside the fixed contract and the rates still appear different, send PE the contract and the bill and ask them to explain the difference.

Do not rely on a quotation alone if a final signed contract is available.

Contract start date
Contract end date
Electricity or gas unit rate
Standing charge
Every applicable multi-rate price
Payment method
Any relevant product conditions

PE payment or Direct Debit complaint

Separate the amount being billed from the way PE is collecting it.

If you believe the bill itself is wrong, explain why.

If the bill is correct but the payment arrangement is causing a problem, explain that separately.

Keep:

Do not simply cancel a Direct Debit because you disagree with a bill without first understanding what effect that could have on the account.

If you are struggling to pay, tell PE.

Bank records
Direct Debit dates
Amounts collected
PE bills
Payment confirmations
Any payment-plan correspondence

PE smart meter complaint

Having a smart meter does not automatically mean every bill will contain an actual reading.

If your account is being estimated:

If the problem continues, keep a record of the readings you provide and the dates you provide them.

That creates evidence if estimated billing continues.

Take a manual reading.
Photograph the meter.
Check the meter serial number.
Contact PE.
Ask whether PE is receiving readings from the meter.

PE has sent me a large catch-up bill

A large catch-up bill needs investigating before anybody assumes the whole amount is correct or incorrect.

Start by finding out:

Then establish whether the business may qualify for the energy backbilling protections.

The 12-month backbilling protection does not automatically apply to every business.

It can apply to eligible microbusiness consumers in qualifying circumstances.

There are also exceptions, so do not simply refuse to pay a bill because some of the charges are more than 12 months old.

If PE has issued a substantial catch-up bill, send TBER the old bills, new bill and meter readings so the billing history can be reconstructed.

What period is being rebilled?
Why has PE changed the account?
Which meter readings have been used?
Were previous bills estimated?
Has PE replaced earlier bills?
When was the customer first told about the additional charges?

Upload Your Bills PE Solutions Bills & Meter Readings

Can my business take PE Solutions to the Energy Ombudsman?

The Energy Ombudsman can consider qualifying disputes involving microbusiness and small business energy consumers.

You normally need to complain to PE first.

If PE issues a deadlock or final response before the eight-week point, or the complaint remains unresolved after eight weeks, an eligible business may be able to refer the dispute to the Energy Ombudsman.

As of 2026, the Energy Ombudsman says a small business can qualify if it meets:

fewer than 50 employees or full-time equivalent AND annual turnover of no more than £6.5 million or a balance sheet total of no more than £5 million

annual electricity consumption of no more than 200,000 kWh

annual gas consumption of no more than 500,000 kWh.

A microbusiness can qualify if it meets:

fewer than 10 employees or full-time equivalent AND annual turnover or balance sheet of no more than £2 million

annual electricity consumption of no more than 100,000 kWh

annual gas consumption of no more than 293,000 kWh.

Eligibility can depend on the individual circumstances and the Energy Ombudsman's scheme rules.

Do not tell a customer they definitely qualify simply from one piece of information.

Check Energy Ombudsman Eligibility

What can the Energy Ombudsman do?

The Energy Ombudsman independently reviews eligible disputes after the supplier's complaint process has reached the appropriate stage.

If it decides there has been a problem, the Ombudsman says it can require an energy supplier to take practical action, make an apology, make a financial award where appropriate, or take other steps to resolve the dispute.

The Energy Ombudsman currently states that financial awards can be up to £20,000 in qualifying cases.

That does not mean a customer automatically receives compensation simply because a complaint reaches the Ombudsman.

The outcome depends on the evidence and circumstances of the dispute.

PE's published complaints procedure states that an Ombudsman decision is binding on PE if the customer accepts it, but not binding on the customer.

What is a deadlock letter?

Deadlock means the supplier and customer have reached the end of the complaints process without agreeing a resolution.

You do not necessarily have to wait eight weeks if PE issues a deadlock or final response sooner and you are eligible to use the Energy Ombudsman.

Keep the deadlock or final response.

The Ombudsman may ask for it when deciding whether it can accept the dispute.

Common mistakes when complaining to an energy supplier

Don't send an angry email with no explanation of what is actually wrong.
Don't throw away the bill you are disputing.
Don't guess meter readings.
Don't rely only on telephone conversations.
Don't lose complaint reference numbers.
Don't send meter photographs without explaining which meter they show.
Don't assume a smart meter means PE already has the correct reading.
Don't skip Customer Care and go straight to the second-stage Complaints Team.
Don't assume every business qualifies for the Energy Ombudsman.
Don't assume every charge more than 12 months old automatically has to be removed.
And don't wait months before gathering the evidence.

PE Solutions complaint email template

You do not need to write a ten-page complaint.

The important thing is to make the problem, evidence and requested outcome clear.

Subject: Formal complaint – [business name] – [account number]

Hello,

I would like this matter to be recorded as a formal complaint.

Business name:
[Business name]

Account number:
[Account number]

Supply address:
[Supply address]

The problem:

[Explain clearly what has happened and which bill, meter, contract or account issue is involved.]

When I first reported it:

[Date]

Previous case or complaint reference:

[Reference, if available]

Why I believe the account is wrong:

[Explain the specific issue.]

Evidence attached:

[List the bills, contract, meter photographs, readings, emails or other evidence.]

What I would like PE to do:

[State the outcome you are asking for.]

Please confirm that this has been registered as a formal complaint and provide the complaint reference.

Please also confirm your findings and proposed resolution in writing.

Kind regards,

[Name]
[Business]

PE Solutions complaint escalation template

If Customer Care has already dealt with the complaint and it remains unresolved, use a short escalation rather than rewriting everything from scratch.

Subject: Complaint escalation – [complaint reference] – [business name]

Hello,

I am asking for this complaint to be escalated for review.

Original complaint reference:
[Reference]

Date complaint first raised:
[Date]

The issue remains unresolved because:

[Brief explanation.]

PE's response so far:

[Brief summary.]

What I am asking PE to do:

[Required outcome.]

I have attached the relevant evidence and previous correspondence.

Please confirm that the complaint has been escalated and advise me of the next stage of the complaints process.

Kind regards,

[Name]
[Business]

PE Complaints Team:

[email protected]

PE's current published procedure says the Complaints Team can only assist after Customer Care has dealt with the matter first.

Already a TBER customer?

If The Best Energy Rates arranged your PE contract, send the problem to us as well.

We deal with PE directly and have access to its partner support and escalation process for cases we are managing.

Send us the bills, meter photographs, emails and complaint references you already have.

We can help put the evidence into a sensible order and raise the issue with the appropriate PE team.

We cannot guarantee that PE will agree with the complaint, and we cannot guarantee what the Energy Ombudsman will decide.

But we can make sure the complaint clearly explains what has happened, what evidence supports it and what needs investigating.

The Best Energy Rates Desk

The biggest mistake we see with energy complaints is people arguing about the total instead of finding the reason the total is wrong.

If a £12,000 bill lands on your desk and you normally pay £2,000, of course the first reaction is that something has gone badly wrong.

But “this can't be right” isn't the investigation.

We want to see the bill.

Then we want to see the meter.

Then the readings.

Then the rates.

Then the dates.

If PE has rebilled an account, we want the old bills as well as the new ones.

If it is a Change of Tenancy problem, we want to know exactly when you moved in or out.

Once we know what has actually happened, the complaint becomes much easier to explain.

And keep everything.

Meter photographs, emails, bills and complaint references can become very important if the problem eventually has to go to the Energy Ombudsman.

The Best Energy Rates

Quick escalation map

Problem with PE

PE Customer Care
0333 370 9900
[email protected]

Still unresolved after Customer Care
PE Complaints Team
[email protected]
Deadlock OR 8 weeks
Eligible microbusiness / small business
Energy Ombudsman

Not every business will qualify for Energy Ombudsman review. Check eligibility before referring a dispute.

PE Solutions complaint questions

How do I make a complaint to PE Solutions?

Start with PE Customer Care on 0333 370 9900 or [email protected] and clearly ask for the issue to be recorded as a complaint. Keep the complaint or case reference PE gives you.

What is the PE Solutions complaints email address?

PE's current published second-stage Complaints Team email is [email protected]. PE says Customer Care must have dealt with the matter first.

What is the Pozitive Energy complaints email address?

For a business electricity or gas complaint, start with PE Customer Care at [email protected]. If Customer Care has dealt with the matter and it remains unresolved, PE's current published Complaints Team email is [email protected].

What is the PE Solutions complaints phone number?

PE tells customers to start an energy complaint with Customer Care on 0333 370 9900. Its current published second-stage complaints route is an email to [email protected] after Customer Care has dealt with the issue.

Can I go straight to the PE Complaints Team?

PE's current complaints procedure says its Complaints Team can only assist with matters that Customer Care has dealt with first. Start with Customer Care and keep the case or complaint reference.

How long do I have to wait before going to the Energy Ombudsman?

An eligible microbusiness or small business can normally approach the Energy Ombudsman when the complaint remains unresolved after eight weeks, or sooner if deadlock or an appropriate final response has been reached.

Can a small business use the Energy Ombudsman?

Yes, subject to the Energy Ombudsman's eligibility and scheme rules. Since 19 December 2024, its energy dispute service has included qualifying small businesses as well as microbusinesses.

What is a deadlock letter?

A deadlock or final response means the supplier's complaint process has reached a point where the dispute has not been resolved. An eligible business may be able to approach the Energy Ombudsman without waiting for the full eight weeks if PE reaches deadlock sooner.

Can the Energy Ombudsman award compensation?

The Energy Ombudsman says it can require practical action, an apology and, where appropriate, a financial award. It currently states that financial awards can be up to £20,000 in qualifying cases. This is not an automatic entitlement and depends on the individual dispute.

What should I send with a PE billing complaint?

Send the disputed bill and evidence showing what you believe is wrong. This might include the contract, meter photographs, readings, meter serial number, previous bills, payment records and earlier correspondence with PE.

What should I do if PE keeps estimating my bill?

Take a current meter reading and photograph the meter. Check that the meter serial number matches the bill, submit the reading to PE and keep evidence of the date it was provided.

Can I complain if PE is billing me after I moved out?

Yes, if you believe the account is charging you for a period when you were not responsible for the premises, raise the issue with PE. Keep evidence of the move-out date, closing meter readings, meter photographs and any Change of Tenancy documents.

Does the 12-month backbilling rule apply to every PE business customer?

No. Business backbilling protection depends on eligibility and the circumstances. It can protect qualifying microbusiness consumers, but it does not automatically apply to every business or every old charge. Large catch-up bills should be investigated properly before reaching a conclusion.

Can The Best Energy Rates complain to PE Solutions for me?

If TBER arranged your PE contract, send us the relevant bills, emails, meter evidence and complaint references. We deal with PE directly and have access to its partner support and escalation process for cases we are managing.

Is PE Solutions the same as Pozitive Energy for complaints?

PE is the customer-facing brand and Pozitive Energy Ltd is the licensed gas and electricity supplier. This is why customers may see either name in energy account documents. The current PE complaints process on this page covers business electricity and gas complaints.

The Best Energy Rates is an independent business energy intermediary. We are not PE Solutions, Pozitive Energy or the Energy Ombudsman.

The Best Energy Rates has over 40 years of combined energy industry experience and has been helping businesses with energy since October 2016.

PE Solutions Business Energy Knowledge Centre PE Solutions Contact Details