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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.
You can contact the Head of Customer Service Team, providing your name, account number and/or full address, as follows:
Email - firstname.lastname@example.orgPhone - 0800 975 77721Online - Online complaint formPost – PO Box 7506, Perth PH1 3QR
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 - email@example.comWebsite - www.ombudsman-services.org/energy
Complaint Handling Regulations
You can read the Complaint Handling Regulations on the legislation.gov.uk website.
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
1 October 2014 to 31 December 2014
1 July 2014 to 30 September 2014
1 April 2014 to 30 June 2014
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 regulator Ofgem has written to ask how we will improve the way we handle complaints.
Click here to see our reply
Over the 12 months that ended on 30 September 2014 we received
816,6473 made 'an expression of dissatisfaction'.
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
PDF file: Annual Complaints Report for energy (800KB)
Phone and broadband
SSE and Scottish Hydro are 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 & 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); SSE Retail Limited Registered in Scotland No. SC213458 (Retail Appliances) All members of the SSE Group
The Registered Office of SSE Energy Supply Limited, Southern Electric Gas Limited & SSE Water Limited is 55 Vastern Road Reading Berkshire RG1 8BU
The Registered Office of SSE Home Services Limited, SSE Energy Solutions Limited, SSE Green Deal Provider Limited & SSE Retail Limited is Inveralmond House 200 Dunkeld Road Perth PH1 3AQ
SSE Energy Supply Limited, SSE Water Limited, SSE Home Services Limited, SSE Green Deal Provider Limited and SSE Retail Limited are all authorised and regulated by the Financial Conduct Authority for certain consumer credit activities.