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
We prefer to speak with our customers and you can call us on 0345 071 9890. We're here to help you from 8am to 8pm Monday to Friday and 8am to 2pm on Saturdays. Alternatively, if you're unable to call us, you can email us at firstname.lastname@example.org or complete our online complaint form.
If you prefer, you can write to us at SSE Phone and Broadband, Customer Service, PO Box 230, Havant, PO9 9DT.
If you'd like to talk to us face-to-face about your complaint, you can visit one of our Customer Service Centres in England, Scotland or Wales. Please contact us for details of your nearest office.
When you phone us with a problem, our adviser will try to resolve it with you whilst you are on the call. If we can't sort things out immediately, we'll keep you informed about how long we expect it to take. We may need to escalate your complaint to a manager or a specialist team.
If you write to us with a problem, please provide your full contact details as we aim to resolve things as quickly as possible. We may try to contact you by phone to sort things out.
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:
Phone: 0345 071 9853
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.
You can choose to contact the Ombudsman if you’re still unhappy eight weeks after you raised your complaint. You can also contact the Ombudsman at any time if we have proposed our final solution to resolving your complaint and you tell us you are unhappy with that. In both these circumstances, we’ll send you a letter to conﬁrm the next steps. You can contact the Ombudsman as follows:
Phone: 0330 440 1614
Textphone: 0330 440 1600
Fax: 0330 440 1615
Or visit their website: ombudsman-services.org/communications