We’re committed to giving you the best in customer service and we want you to know what to expect from us. But if things go wrong, we want to resolve your concerns as quickly as possible. So we’ve put together a procedure to help make it easy for you.

Step 1

Contact us with your concerns, because the sooner we know about a problem, the sooner we can solve it. 

When you call, our advisers will try to resolve things with you and answer any questions you may have. They will also raise your complaint with a manager so we can agree a way forward with you. If you write to us, we’ll try to call you to discuss the problem as soon as we receive your letter. 

Step 2

If we’ve been unable to deal with your concerns quickly or to your satisfaction, you can raise this with our Head of Customer Service by:

Emailing - headofcustomerservice@scottish-southern.co.uk

Phoning - 0800 975 77 72

Writing to - PO Box 7506, Perth, PH1 3QR

We’ll complete an internal review and aim to resolve the matter for you within 5 working days. If you remain unhappy with the reply, you can continue to the next step.

Step 3

If you can’t reach an agreement with our Head of Customer Service, you can ask for the complaint to be deadlocked.

If we agree that there’s no way forwards we’ll write to you to confirm that the matter is deadlocked and you can contact the Energy Ombudsman. You can also contact the Ombudsman if you’ve not received a satisfactory reply from the Head of Customer Service within 5 working days or if 8 weeks has passed since you first contacted us with your concerns. But, you may be referred back to us if you’ve not followed each step of the complaints procedure.

You can contact the Energy Ombudsman by:

Phoning - 0845 055 0760 or
              - 01925 530 263

Textphone - 18001 0845 051 1513 or
                   - 18001 01925 430 886

emailing - enquiries@energy-ombudsman.org.uk

Visiting - www.energy-ombudsman.org.uk