Complaints procedure
Step 1
We have a helpline - 08457 444 555 - open from 8am to 8pm Monday to Friday and from 8am to 2pm on Saturday, where you can talk to people who are ready to help and answer any questions you have.
When you telephone us with a problem our adviser will attempt to resolve matters with you while you are on the call. However, if necessary your complaint will be escalated to a Manager or specialist team. We want to agree a solution by 8pm the following working day.
If you write to us with a problem, 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, 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.
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.
Step 2
Following Step 1, if the complaint has not been resolved to your satisfaction, then you can raise the matter with our Head of Customer Service, who will undertake an independent internal review and aim to reach a resolution within 5 working days. You can contact the Head of Customer Service as follows:
Email - headofcustomerservice@scottish-southern.co.uk
Phone - 0800 975 7772
Post – PO Box 7506, Perth PH1 3QR
Step 3
If, after contacting the Head of Customer Service you remain unhappy, you can request that the complaint be deadlocked. Once you receive a deadlock letter you can contact the Energy Ombudsman.
Alternatively, you can contact the Ombudsman should you fail to have had a satisfactory response from the Head of Customer Service within 5 working days, or if 8 weeks have elapsed since registering your complaint. Please note that you may be referred back to us if you have not escalated your complaint via our formal complaints process outlined above.
The Ombudsman will carry out an independent investigation on your behalf. As part of resolving your complaint the Ombudsman 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 the Ombudsman makes will be binding on our Company, but not on you so you can seek further advice if you wish to.
You can contact the Ombudsman as follows:
Phone - 0845 055 0760 or 01925 530 263
Textphone - 18001 0845 051 1513 or 18001 01925 430 886
Email - enquiries@energy-ombudsman.org.uk
Website - Energy Ombudsman (www.energy-ombudsman.org.uk)
If you are a domestic customer, you can also contact Consumer Direct who are part of Trading Standards. They are independent and offer impartial, clear and practical advice. You can contact them at any point of your complaint on 08454 04 05 06 or on the Consumer Direct website. If you are a business customer and remain unhappy with the way we have tried to resolve your complaint, you can contact the Energy Ombudsman as outlined earlier in Step 3.
Download our Complaint Handling Statement and Procedure
For full information on our complaint handling procedure, you can download the Complaint Handling Statement and Procedure:
PDF file: Complaint Handling Statement (525KB)
Complaint Handling Regulations
You can read the Complaint Handling Regulations on the Office of Public Sector Information (OPSI) website.