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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.
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 16242Textphone - 0330 440 16002Email - firstname.lastname@example.orgWebsite - www.ombudsman-services.org/energy
It's easy to get free, independent advice so that you know your rights as an energy consumer.
PDF file: Know Your Rights in a Changing Energy Market (73KB)
PDF file: Know Your Rights in a Changing Energy Market - Welsh (73KB)
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.
Complaint Handling RegulationsYou can read the Complaint Handling Regulations on the legislation.gov.uk website.
If a customer expresses any dissatisfaction with us, we record this as a complaint. Our key complaint figures, the main areas for complaint and how we're working to reduce complaints can be found in the PDF below.
PDF: Quarterly Complaints Performance (390KB)
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.
Our regulator Ofgem has written to ask how we will improve the way we handle complaints. See our replies below:
Over the 12 months that ended on 30 September 2015 we received
951,2923 made 'an expression of dissatisfaction'.
Of the complaints we received during that period, 131,7303 were not fully resolved by the end of the next working day after they were received
PDF file: Annual Complaints Report for energy (251KB)
Phone and broadbandWater
SSE and associated brands: Scottish Hydro, Southern Electric, SWALEC and Atlantic are all trading names of:
SSE Energy Supply Limited Registered in England & Wales No. 03757502
(Supply of Electricity, Home Phone, Broadband & 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 and 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)
All members of the SSE Group
The Registered Office of SSE Energy Supply Limited, Southern Electric Gas Limited and SSE Water Limited is 55 Vastern Road Reading Berkshire RG1 8BU
The Registered Office of SSE Home Services Limited, SSE Energy Solutions Limited and SSE Green Deal Provider Limited is Inveralmond House 200 Dunkeld Road Perth PH1 3AQ
SSE Home Services Limited and SSE Green Deal Provider Limited are all authorised and regulated by the Financial Conduct Authority for certain consumer credit activities.