Advertisement

SSE: how to make customer services listen to your complaint

SSE is headquartered in Perth, Scotland - PA
SSE is headquartered in Perth, Scotland - PA

It can be hard to get your complaint heard, and even harder to get it resolved. Below, we have explained everything you need to know to effectively complain to SSE, including the relevant addresses and social media pages.

History

Customer complaints to SSE have been on an upward trajectory since 2017, and the latest data on the most complained-about energy suppliers by regulator Ofgem shows the firm received the second-highest number of complaints of the "Big Six" suppliers in the first quarter of this year, with 2,470 complaints per 100,000 customers.

However, SSE, which is based in Scotland, comes out on top when it comes to resolving complaints within eight weeks – the point at which the ombudsman steps in – with a 96pc resolution rate.

How to complain directly

SSE's customer service team is on 0345 071 9710 (8am to 8pm Monday to Friday and 8am to 2pm on Saturday).

If, after initial contact, the complaint has still not been resolved, contact 0345 071 9853 or email headofcustomerserviceteam@sse.com. Alternatively, you can write to PO Box 7506, Perth PH1 3QR.

It used to be worthwhile sending a letter to the CEO marked "private and confidential", but this isn't as effective as it used to be now that so many people use it.

How to complain via social media

Complaining on social media can be effective. On Twitter, SSE can be found at @SSE or @YourSSE – copy @MoneyTelegraph into your tweets so we are aware of your issue.

Facebook is facebook.com/yourSSE

Energy ombudsman

If your complaint hasn't been resolved in eight weeks, then you can make a formal complaint to the energy ombudsman service.

This is a free, impartial service for energy consumers. It will investigate customer complaints and its decision is binding, so SSE would have to pay up if it found in the customer's favour.

Call: 0330 440 1624 or write to Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF.