Complaint handling statement and procedure
For small and micro business customers
At SSE Energy Solutions we’re committed to offering the very best in customer service and will do all we can to help you manage your account.
However, in recognition of the fact that things do sometimes go wrong, we’ve produced this Complaint Handling Statement to show what will happen if you have cause to complain to us
Our process
All our telephone advisers are trained to offer you the best possible customer service and will do their utmost to help you. If they need to involve their manager, they will do so to ensure the matter is resolved.
We aim to reply to written correspondence by 5pm the following working day after we receive your letter. However, more complex issues may take longer to resolve. We may have to contact other agencies or suppliers to help resolve your complaint. As part of resolving your complaint, we’ll offer you an explanation and an apology. We’ll also take remedial action and may award compensation in appropriate circumstances.
How to contact us
The easiest and quickest way to resolve your complaint is to phone us on the number listed. We may monitor your call to help improve our customer service.
Alternatively, if you’re unable to phone or would prefer to write, you can contact us by email or by post using the address listed.
If at any time you’d 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.
Post:
SSE Energy Solutions,
No. 1 Forbury Place, 43 Forbury Road,
Reading,
Berkshire,
RG1 3JH
You can also send us a message and we'll find the right person to get back to you.
Steps to take
Free 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 citizensadvice.org.uk/energy for up to date information, contact the Citizens Advice consumer service on 03454 040 506* or send an email using their energy enquiry form.
* 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.