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  • Our complaints procedure for energy customers

  • 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.

  • Step 1 - Talk to us

    We have a helpline - 0800 975 0485* - open from 8am to 8pm Monday to Friday and from 8am to 2pm on Saturday, where you can talk to people who are ready to help and answer any questions you have.

    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.

    Step 2 - Head of Customer Service

    Following Step 1, if the complaint has not been resolved to your satisfaction, then you can raise the matter with our Head of Customer Service, who will undertake an independent internal review and aim to reach a resolution within 5 working days.

    You can contact the Head of Customer Service, providing your name, account number and/or full address, as follows:

    Email - headofcustomerservice@sse.com 
    Phone - 0800 975 7772
    Online -     Online complaint form
    Post – PO Box 7506, Perth PH1 3QR

    Step 3 - Independent help and advice

    If you've already spoken to us but you'd like to get some free, confidential and impartial advice on consumer issues you can, at any point, visit www.adviceguide.org.uk or call the Citizens Advice helpline on 08454 04 05 06. 

    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 1624
    Textphone - 0300 440 1600
    Email - enquiries@os-energy.org 
    Website - www.os-energy.org 

    More about complaint handling

    To find out how we deal with complaints, you can download the Complaint Handling Statement and Procedure document from the link below. You can also read our yearly Customer Complaints report:

    You can read the Complaint Handling Regulations on the legislation.gov.uk website.

  • Our Quarterly Complaints Performance


     

    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 January 2013 to 31 March 2013 

    113,203

    1,376

    109,815

    1,335

    74.59%

    96.02%

    1 October 2012 to 31 December 2012 

    122,000

    1,482

    120,852

    1,468

    75.22%

    96.11%

    Recording any 'expression of dissatisfaction' (the industry definition of a complaint) enables us to understand and resolve the issues customers contact us about. 

    The majority of ‘expressions of dissatisfactions’ are captured during our conversations with customers. However, to help us really understand the reasons for complaints, we choose to invest time in reviewing written and email complaints in more detail.

    This has allowed us to identify our top five complaint reasons for the quarter January to March 2013 as Billing, Pricing, Communication With Us, Credit Management and Direct Debit.

    Find more information about what we’re doing to tackle the cause of these complaints.

     

  • *We may monitor your call to help improve our customer service.
  • ^These figures are for all SSE Energy Supply Limited customers, supplied under: Southern Electric, SSE, Scottish Hydro, SWALEC, Atlantic, M&S Energy and Ebico.

  • Our annual complaints report summary


    calendar icon

    Over the 12 months that ended on 30 September 2012 we received 

     
    mail icon

    8,758,792^ contacts

     
    unhappy icon

    480,233^ made 'an expression of dissatisfaction'. 

     
    unresolved icon

    Of the complaints we resolved during that period, 100,341^ were not fully resolved by the end of the next working day after they were received 

     

  • Complaints procedure for:

    Phone and broadband