• 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.

    Independent help and advice is available at any stage from the Citizens Advice consumer service.

  • Step 1 - Talk to us

    We have a helpline - 0800 052 52521 - 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 Team

    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 Team, 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 Team, providing your name, account number and/or full address, as follows:

    Email - headofcustomerserviceteam@sse.com
    Phone - 0800 975 77721
    Online - Online complaint form
    Post – PO Box 7506, Perth PH1 3QR 

    Step 3 - Ombudsman Services: Energy

    If you haven't received a satisfactory response from our Head of Customer Service Team within five working days or if six 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 1 and 2.

    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 16242
    Textphone - 0330 440 16002
    Email - enquiries@os-energy.org
    Website - www.ombudsman-services.org/energy

    Independent help and advice at any stage

    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, contact the Citizens Advice consumer service on 03454 04 05 06 or send an email using their energy query form.

    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:


    Complaint Handling Regulations

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





  • Our Quarterly Complaints Performance

    Whenever a customer expresses any dissatisfaction with our products or services, we record this as a complaint. 

    Our key complaint figures are shown below3.

     

     

    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 2015 to 31 March 2015

    252,236

    3,474

    248,502

    3,422

    87.00%

    97.36%

    1 October 2014 to 31 December 2014

    208,660

    2,813

    207,057

    2,792

    84.50%

    97.01%

    1 July 2014 to 30 September 2014

    227,118

    2,985

    224,398

    2,949

    85.57%

    97.02%

    1 April 2014 to 30 June 2014

    239,555

    3,081

    238,507

    3,067

    85.24%

    97.18%


    Feedback from customers on the service we provide is important to us and we actively encourage our staff to record any sign of dissatisfaction as a complaint. The more we recognise where we can make improvements, the quicker we can resolve any issues and improve the service for other customers.

    Although we recorded more customer dissatisfaction during January to March, we're pleased that our continued focus on reacting quickly has improved the percentage of complaints we resolve by the end of the next working day to 87%.  

    This reduces the need for customers to contact other organisations for help, such as Ombudsman Services: Energy and as a result we are pleased that we have maintained our lead position in the Citizens Advice Supplier Performance league4. As part of our continued focus on reacting  to and resolving complaints as quickly as possible, we recently became the first energy supplier in GB to let customers know about their right to contact the Ombudsman after six weeks instead of the industry standard of eight weeks.

    Find out what we're doing to tackle the cause of these complaints.




  • 1 We may monitor your call to help improve our customer service.
    2 Please note that 03 numbers, introduced by Ofcom, are an alternative to chargeable 08 numbers such as 0845. Calls to 03 numbers cost the same as, or less than, calls to 01 and 02 prefixed numbers and are included as part of any inclusive minutes or discount package. These rules apply to calls from any type of line including mobile, fixed line or payphone. 
    3 These figures are for all SSE Energy Supply Limited customers, supplied under the following brands: SSE, SSE Southern Electric, SSE Scottish Hydro, SSE SWALEC, SSE Atlantic, M&S Energy and Ebico.
    4 As reported on the Citizens Advice Consumer Services website on 3 March 2015: http://www.citizensadvice.org.uk/index/aboutus/consumer-work/energy_supplier_performance.htm

  • Our response to Ofgem

    Our regulator Ofgem has written to ask how we will improve the way we handle complaints.

    Click here to see our reply 

  • Our annual complaints report summary


    calendar icon

    Over the 12 months that ended on 30 September 2014 we received

     
    mail icon

    8,522,8173 contacts

     
    unhappy icon

    816,6473 made 'an expression of dissatisfaction'. 

     
    unresolved icon

    Of the complaints we resolved during that period, 158,3153 were not fully resolved by the end of the next working day after they were received 

     
  • Complaints procedure for: