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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.
Independent help and advice is available at any stage from the Citizens Advice consumer service.
You can contact the Head of Customer Service, providing your name, account number and/or full address, as follows:
Email - email@example.comPhone - 0800 975 77721Online - Online complaint formPost – PO Box 7506, Perth PH1 3QR
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 - 0330 440 1600Email -firstname.lastname@example.orgWebsite - www.ombudsman-services.org/energy
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 July 2014 to 30 September 2014
1 April 2014 to 30 June 2014
1 January 2014 to 31 March 2014
1 October 2013 to 31 December 2013
By freezing our standard energy prices until at least 20163, we feel we're listening to our customer's concerns about energy bills. We're continually making improvements to our service and are proud to say that every year since 2006, we have been voted Best for Customer Service in the uSwitch Customer Satisfaction Reports4. We've also seen a small decrease in the number of complaints received in the last quarter, showing that our improvements are beginning to make a difference.
As a result of our focus on reacting quickly when customers complain, we've improved throughout the year and now 85% of complaints are resolved by the end of the next working day. A lower number of customers have had their complaint open for eight weeks between April and September 2014, compared with October 2013 to March 2014. This reduces the need for customers to contact a third party, such as the Ombudsman Services: Energy. This has also helped us 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.
Our regulator Ofgem has written to ask how we will improve the way we handle complaints.
Click here to see our reply
Over the 12 months that ended on 30 September 2014 we received
816,6472 made 'an expression of dissatisfaction'.
Of the complaints we resolved during that period, 158,3152 were not fully resolved by the end of the next working day after they were received
PDF file: Annual Complaints Report for energy (802KB)
Phone and broadband Water
SSE and Southern Electric are trading names 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.