Our Commitment to You

At SSE Home Services we are committed to doing the right thing for our customers. If you believe we have not met your expectations, we want to hear from you 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.

Call us on 0345 076 7646

We're available to help from 8am to 8pm Monday to Friday and from 8am to 2pm on Saturday.

Write to us

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:

PO Box 7612
Perth
PH2 1FZ

Email us

If you prefer, you can email headofhomeservicesteam@sse.com providing your name, account number and/or full address.

See our Privacy Notice for details about how we use your information.

Visit us

If you'd prefer to talk to us face-to-face about your complaint, you can visit one of our Customer Service centres.

Contact us and we'll let you know where to find your nearest office.

Step 2 – Escalate your concern

All our complaint handlers are trained and monitored on their complaint handling skills but if at any time you are unhappy with the way we're handling your complaint you can ask for it to be reviewed and it will be investigated at a more senior level on behalf of the Head of Home Services.

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

www.utilitiesadr.co.uk

Your insurance product with us

If you have an Insurance Contract which provides your Breakdown Cover or finance for a new boiler installation, you can ask the Financial Ombudsman Service to review your case.

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:

0800 023 4567

Textphone:

07860 027 586

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

If you purchased this policy online

If you purchased your product online, you also have the option to visit the European Commission’s online dispute resolution platform which will help route your query or concern to SSE and/or the relevant ombudsman and may assist to resolve complaints.

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 October 2017 to 31 March 2018 can be viewed below. It has been published in accordance with guidelines from the Financial Conduct Authority.