Resolve your complaint at the first point of contact
When you telephone us with a problem, our advisor will attempt to resolve matters on the call. If necessary your complaint will be referred to a manager or specialist team. Our aim is to agree a solution by 8pm 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 8pm 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 8pm the following working day after your first contact, then you can proceed to the next step.
How to contact us
The easiest and quickest way to resolve your complaint is to phone us on the numbers listed below. Alternatively, if you’re unable to phone or would prefer to write, you can contact us by email, via our online contact form or by post using the address listed below.
If at any time you would prefer to talk to us face-to-face about your complaint, you can visit one of our customer service centres. Please contact us for details of your nearest office.
SSE Business Energy: 03457 252526*
Post – PO Box 514, Basingstoke, Hampshire, RG21 8WS
Resolve within 5 working days of escalation from Step 1
Following Step 1, if the complaint has not been resolved to your satisfaction, you can raise the matter with our Complaints Management Team. They’ll undertake an independent internal review and aim to reach a resolution within 5 working days. You can contact our Complaints Management Team, providing your name, account number and / or full address, as follows:
If you would prefer, you can deal with your complaint throughout this process by speaking with us rather than writing.
Ombudsman Services: Energy
If you have not received a satisfactory response from our Complaints Management Team and six weeks have passed since you first registered your complaint and you are an MBC or SME customer, or we have sent you a deadlock letter, you can contact Ombudsman Services: Energy. You may be referred back to us if you have not escalated your complaint via our complaints process outlined in steps 1 and 2.
Ombudsman Services: Energy will carry out an 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.