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Our complaints procedure for energy is designed to help you make sure that all your queries are answered to your satisfaction. There are several steps you can follow to make sure your points are fully answered.
When you telephone us with a problem our adviser will attempt to resolve matters with you while you are on the call. However, if necessary your complaint will be escalated to a Manager or specialist team. We want to agree a solution by 8pm the following working day.
If you write to us with a problem, we aim to fully resolve matters by 8pm the following working day after we receive your letter. Please include your name, account number and/or full address so we can contact you back. We may try to contact you by telephone to help with this resolution.
If, at any time, you would prefer to talk to us face to face about your complaint, you can visit one of our Customer Service Centres. Please contact us for details of your nearest office.
If we cannot resolve your complaint fully or have not agreed a form of resolution by 8pm the following working day after your first contact, then you can proceed to the next step.
You can contact the Head of Customer Service, providing your name, account number and/or full address, as follows:
Email - firstname.lastname@example.org Phone - 0800 975 7772Online - Online complaint formPost – PO Box 7506, Perth PH1 3QR
If you haven't received a satisfactory response from our Head of Customer Service within five working days or if eight weeks have passed since you first registered your complaint, you can contact the Ombudsman Services: Energy. You may be referred back to us if you haven’t escalated your complaint via our formal complaints process outlined in steps one and two. The Ombudsman Services: Energy will carry out an independent investigation on your behalf. As part of resolving your complaint the Ombudsman Services: Energy may ask us to make an apology or give an explanation. They can also ask us to take remedial action and may require us to award compensation. Any decision the Ombudsman Services: Energy makes will be binding on our company, but not on you, so you can seek further advice if you wish to.
Here's how to contact the Ombudsman Services: Energy:Phone - 0330 440 1624Textphone - 0300 440 1600Email - email@example.com Website - www.ombudsman-services.org
You can read the Complaint Handling Regulations on the legislation.gov.uk website.
Whenever a customer tells us they are dissatisfied with our products or services, we record this as a complaint. Our key complaint figures are shown below.
No of complaints received
No of complaints received per 100,000 accounts
No of complaints resolved
No of complaints resolved per 100,000 accounts
% complaints resolved by the end of the next working day
% of complaints resolved within 8 weeks
1 April 2014 to 30 June 2014
1 January 2014 to 31 March 2014
1 October 2013 to 31 December 2013
1 July 2013 to 30 September 2013
Our recent price freeze announcement is part of our commitment to truly listen to our customers' views on rising energy bills and take action to make a real difference. At the same time we remain committed to continually improving our service and the overall experience for our customers. We have been voted Best for Customer Service every year since 2006 in the uSwitch Customer Satisfaction Reports**, but we don't want to be complacent. We have extended our commitment to service to include a full review of our customer service operation from end to end and we have made good progress already.
Although the overall number of customers expressing dissatisfaction has increased, from listening to our customers we know that frequent media and political interest has put energy firmly in their minds, making them more likely to share their dissatisfaction. We welcome the opportunity to speak to our customers and it is pleasing to note that ongoing improvements we have made to the way we respond to our customers are helping us to resolve an increasing number of customer concerns, with our latest figures reaching 85% resolved by the end of the next working day. This focus on looking after customers when they express dissatisfaction has also helped us to reduce the number of customers contacting third parties, including Ombudsman Services: Energy, and helped maintain our lead position in the Citizens Advice supplier performance league.
Find more information about what we're doing to tackle the cause of these complaints.
**SSE is a trading name of SSE Energy Supply Limited, voted Best for Customer Service every year since 2006 in the uSwitch Customer Satisfaction Reports.
Over the 12 months that ended on 30 September 2013 we received
462,112^ made 'an expression of dissatisfaction'.
Of the complaints we resolved during that period, 121,503^ were not fully resolved by the end of the next working day after they were received
PDF file: Annual Complaints Report for energy (99KB)
Phone and broadband
SSE is a trading name of: SSE Energy Supply Limited Registered in England & Wales No. 03757502 (Supply of Electricity, Home Phone, Broadband and Feed in Tariffs);Southern Electric Gas Limited Registered in England & Wales No. 02716495 (Supply of Gas); SSE Water Limited Registered in England & Wales No. 06021063 (Supply of Water); SSE Home Services Limited Registered in Scotland No. SC292102 (Heating & Wiring, Shield Care & Servicing, Gas Installations & Eco); SSE Energy Solutions Limited Registered in Scotland No. SC386054 (Energy Efficiency Installations & Insulation Products); SSE Green Deal Provider Limited Registered in Scotland No. SC432920 (Green Deal scheme); SSE Retail Limited Registered in Scotland No. SC213458 (Retail Appliances) All members of the SSE Group
The Registered Office of SSE Energy Supply Limited, Southern Electric Gas Limited & SSE Water Limited is 55 Vastern Road Reading Berkshire RG1 8BU
The Registered Office of SSE Home Services Limited, SSE Energy Solutions Limited, SSE Green Deal Provider Limited & SSE Retail Limited is Inveralmond House 200 Dunkeld Road Perth PH1 3AQ
SSE Energy Supply Limited, SSE Water Limited, SSE Home Services Limited, SSE Green Deal Provider Limited and SSE Retail Limited are all authorised and regulated by the Financial Conduct Authority for certain consumer credit activities.