Our complaints procedure for Phone and Broadband customers

If you have a complaint, you can find all the information you need about our complaints procedure below or in our customer complaint code. You can follow several steps to make sure that any queries you have are fully answered.

Step 1 - Talk to us

Get in touch with us so we can log your complaint and work on finding a resolution for you. If your complaint needs more time, we’ll do our best to keep you informed.

You can use our broadband and phone complaints form to submit your complaint online or visit our help page to learn about other ways to get in touch.

If we can’t resolve your complaint fully, or we’ve not agreed a solution with you, then you can proceed to the next step.

Step 2 - Head of Customer Service Team

If you're unhappy after you've spoken with us or you feel we've not fully resolved your complaint, you can escalate your concerns to our Head of Customer Service Team which aims to reach a resolution within five working days. You can contact the Head of Customer Service Team, providing your name, account number and/or full address, as follows:

Email: headofcustomerserviceteam@sse.com

Phone: 0345 678 0051

Post: PO Box 7506, Perth PH1 3QR

Step 3 – Complaint Resolution

We will contact you to explain the outcome of our investigation and explain that you can contact us within 28 days of if you feel the complaint remains unresolved or you are still unhappy.

If we do not hear from you within 28 days, we will consider the complaint to be closed.

If you remain unhappy with the outcome you can proceed to step 4.

Step 4 - Independent dispute resolution

There is an independent service to help resolve complaints for domestic or small business customers called ‘Ombudsman Services: Communications’. They can carry out a free independent review on your behalf and any decision they make will be binding on us, but not on you.

We will send you a written confirmation of our final offer to resolve your complaint within eight weeks of when you first made the complaint to us.

The Ombudsman service may be contacted if:

  • SSE has given you a “deadlock letter” explaining what we are offering to do to resolve your complaint and you're not satisfied with this as a final offer.
    Or
  • You're still unhappy eight weeks or more after you first raised your complaint with SSE Phone & Broadband.

To submit your complaint on their website:

ombudsman-services.org/communications

Or alternatively phone:

0330 440 1614