• 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 980 9651* - 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

    It's easy to get free, independent advice so that you 'Know your rights' as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you're struggling to pay your bills. To 'Know your rights' visit www.citizensadvice.org.uk/energy for up to date information or contact the Citizens Advice consumer service on 03454 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 - 0330 440 1600
    Email - enquiries@os-energy.org
    Website - www.ombudsman-services.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 read the Complaint Handling Regulations on the legislation.gov.uk website.








  • Our Quarterly Complaints Performance

    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

    239,555

    3,081

    238,507

    3,067

    85.24%

    97.18%

    1 January 2014 to 31 March 2014

    217,253

    2,760

    211,730

    2,690

    82.11%

    96.91%

    1 October 2013 to 31 December 2013

    134,721

    1,686

    134,013

    1,677

    72.61%

    95.55%

    1 July 2013 to 30 September 2013

    108,924

    1,335

    106,156

    1,301

    72.47%

    94.76%


    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.


  • *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 2013 we received

     
    mail icon

    9,525,834^ contacts

     
    unhappy icon

    462,112^ made 'an expression of dissatisfaction'.

     
    unresolved icon

    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

     
  • Complaints procedure for: