Complaint handling statement and procedure

When you phone us with a problem our adviser will attempt to resolve matters with you whilst 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 5pm the following working day.

If you write to us with a problem please provide your full contact details as we aim to fully resolve matters by 5pm the following working day after we receive your letter. We may try to contact you by telephone to help with this resolution.

If we cannot resolve your complaint fully or have not agreed a form of resolution by 5pm the following working day after your first contact, then you can proceed to the next step.

Following Step 1, if the complaint has not been resolved to your satisfaction, then you can raise the matter with our Complaint Management Team, who will undertake an independent internal review and aim to reach a resolution within five working days.

You can contact the Complaint Management Team, providing your name, account number and / or full address, as follows:

Phone: 0345 072 9402

Email: cmt.commercial@sse.com

Post: SSE Energy Solutions,
No. 1 Forbury Place, 43 Forbury Road,
Reading, Berkshire,
RG1 3JH

If you’d prefer, you can deal with your complaint throughout this process by speaking with us rather than writing.

If you haven’t received a satisfactory response from our Complaints Management Team and eight weeks have passed since you first registered your complaint, or we’ve sent you a deadlock letter, you can contact the Energy Ombudsman. You may be referred back to us if you have not escalated your complaint via our complaints process outlined in steps 1 and 2.

The Energy Ombudsman will carry out a free, independent investigation on your behalf. As part of resolving your complaint they 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 they make 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 Energy Ombudsman:

Phone: 0330 440 1624* (open 8.30am – 5pm Monday – Friday)

Email: enquiry@energyombudsman.org

Website: energyombudsman.org

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.

If you're in England or Wales, call Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk If you're in Scotland, call Citizens Advice Scotland on 0800 028 1456 or visit cas.org.uk.

*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.

View our Complaint Handling Statement

If you have a complaint about your broker, TPI or aggregator, you need to raise it with them first. If it isn’t resolved in eight weeks, or you receive a deadlock letter, you can contact the Ombudsman. They’ll carry out an independent review and their decision regarding the broker will be binding. You can contact them using the Energy Ombudsman details shown above.