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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.
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 7772Online - Online complaint formPost – PO Box 7506, Perth PH1 3QR
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 1624Textphone - 0330 440 1600Email - firstname.lastname@example.orgWebsite - www.ombudsman-services.org
Complaint Handling Regulations
You can read the Complaint Handling Regulations on the legislation.gov.uk website.
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 October 2013 to 31 December 2013
1 July 2013 to 30 September 2013
1 April 2013 to 30 June 2013
1 January 2013 to 31 March 2013
1 October 2012 to 31 December 2012
1 July 2012 to 30 September 2012
Recording any 'expression of dissatisfaction' (the industry definition of a complaint) enables us to understand and resolve the issues customers contact us about.
The majority of ‘expressions of dissatisfactions’ are captured during our conversations with customers. However, to help us really understand the reasons for complaints, we choose to invest time in reviewing written and email complaints in more detail.
This has allowed us to identify our top five complaint reasons for the quarter October to December 2013 as Billing, Sales/Sales Guarantee, Pricing, Direct Debits, and Telephone/IVR issues.
Find more information about what we're doing to tackle the cause of these complaints.
Over the 12 months that ended on 30 September 2013 we received
462,112^ made 'an expression of dissatisfaction'.
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
PDF file: Annual Complaints Report for energy (100KB)
Phone and broadband
Scottish Hydro is a trading name 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)
All members of the SSE Group
VAT registration number 553 7696 03
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