Our Commitment to You
At OVO (S) Home Services Limited we're committed to excellent customer service. But we know that sometimes things go wrong. If you feel that this has happened and wish to complain, please contact us so we can put things right.
We take all complaints seriously and by following the steps below we’ll be able to deal with your complaint quickly and fairly.
Step 1 – Tell us about your concerns
You can tell us about your concerns in the way that you choose.
If we can't resolve your complaint or haven't agreed on a resolution within three working days, please go to step two.
Step 2 – Contact our Specialist Complaints Team
If your complaint hasn't been resolved to your satisfaction, please get in touch with our Specialist Complaints Team. They will carry out a full internal review of your case and aim to resolve the matter within five working days.
Call them on 0345 070 9383
They're available from 9am to 5pm, Monday to Friday.
Email them
You can send them an email at HomeServicesComplaints@sse.com. Please provide your name, account number and/or full address.
Write to them
Include your name, account number and/or full address so we can get back to you. We may try to call you so that we can help you quickly. You can use this address:
Home Services
PO Box 7612
Perth
PH2 1FZ
See our Privacy Notice for details about how we use your information.
We'll send you a final response letter within eight weeks of the date your complaint was received.
Step 3 – If you're still not happy
We'll do our best to resolve your complaint fairly. Once we have completed our investigation, we will provide a final response. If you aren't happy with our final response, or it's more than eight weeks since we received your complaint, and your complaint relates to:
Your non-insurance product with us
You can contact the Alternative Dispute Resolution service by using one of the following methods.
Post
Send a letter to
Utilities ADR
12 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW
Phone
Call 0203 137 8268
Visit
Your insurance product with us
If you have an Insurance Contract underwritten by AmTrust, you can ask the Financial Ombudsman Service (FOS) to review your case.
If you have an Insurance Contract underwritten by OVO Insurances Services Ltd, and your complaint is about how your policy was arranged, you can ask the Financial Ombudsman Service (FOS) to review your case.
We'll send you an ombudsman leaflet with more information at the appropriate time.
The Financial Ombudsman Service is an independent body that arbitrates on complaints. Here's how you can contact them:
Post:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London E14 9SR
Phone:
Textphone:
Email:
complaint.info@financial-ombudsman.org.uk
Website:
www.financial-ombudsman.org.uk
You have six months from the date of our final response to refer your complaint to the Financial Ombudsman Service
For insurance contracts underwritten by OVO Insurance Services Ltd: If your complaint is about an aspect outside of the arrangement of your insurance, you can refer your complaints to the Channel Islands Financial Ombudsman (CIFO). You have six months to do this, starting from the date of the final resolution letter or the date you lodge the complaint with us, should you receive no response. Here's how to contact them:
Post:
Channel Islands Financial Ombudsman (CIFO)
PO Box 114
Jersey Channel Islands
JE4 9QG
Phone:
Email:
Website:
Independent help and advice
If you've already spoken to us, you can still get free, confidential and impartial advice on your issue from Citizens Advice.
Summary complaints data
Our summary complaints data for the period 1 April 2020 to 30 Sept 2020 can be viewed below. It has been published in accordance with guidelines from the Financial Conduct Authority.
This complaints procedure does not affect your legal right to take action against us.